The phone number for Citibank credit card disputes
Call Citibank's dispute line at 1-800-950-5114. This number is on the back of your card and in your online account under "Contact Us." You can also start a dispute through your Citi mobile app or online account portal, but a phone call creates an when ready record and lets you explain the charge to a representative right away.
Have your card number, the disputed transaction details, and your reason for the dispute ready before you call. The representative will open a case, assign you a reference number, and tell you what documents they need. Keep that reference number — you'll use it to track the investigation.
Citibank has up to 60 days from when you report the dispute to investigate and respond. During that time, the charge is typically removed from your balance while they look into it, though this varies depending on the type of dispute.
Key Takeaways
- Call 1-800-950-5114 to report a disputed charge by phone, or start the process online through your Citi account or mobile app.
- Have your card number, transaction date, amount, and merchant name ready before calling.
- You will receive a case reference number that tracks your dispute through the investigation.
- Citibank has up to 60 days to investigate, and the charge is usually removed from your balance during that time.
- Send any supporting documents (receipts, emails, proof you returned an item) within 10 days of opening the dispute for faster resolution.
What counts as a valid dispute
Citibank recognizes several types of disputes. The most common are unauthorized charges (someone used your card without permission), billing errors (you were charged twice, charged the wrong amount, or charged for something you didn't order), and merchandise disputes (the item never arrived, arrived damaged, or was not as described).
You can also dispute a charge if a merchant promised a refund and didn't deliver it, or if you cancelled a subscription and were still charged. Disputes over the quality of a service or a change of mind about a purchase are harder to win — Citibank will look at what the merchant promised versus what you received.
If you authorized the charge but have a problem with the merchant, Citibank may still help, but they will ask you to contact the merchant first. Keep records of those conversations.
How to file a dispute online or by mail
Log into your Citi account at citibank.com or open the Citi mobile app. Go to your recent transactions, find the charge you want to dispute, and select "Report as Disputed" or "Dispute This Transaction." You'll answer questions about why you're disputing it and upload photos of receipts or other proof if you have them. This creates a case when ready.
If you prefer to write, send a letter to the address on your statement marked "Dispute Department." Include your name, card number, the transaction date and amount, the merchant name, and a clear explanation of why you're disputing it. Send it certified mail so you have proof it arrived. Citibank must receive written disputes within 60 days of the charge appearing on your statement.
Online and app disputes are faster because Citibank receives them when ready and you get a case number right away. Mail takes longer but creates a paper trail.
What documents to send and when
Send supporting documents within 10 days of opening your dispute. These might include a receipt showing a different amount than what you were charged, an email from the merchant confirming a refund they never sent, a shipping confirmation showing the package was never delivered, photos of damaged merchandise, or proof that you returned an item.
If you're disputing an unauthorized charge, include a statement that you did not make the purchase and did not allow anyone else to use your card. If your card was lost or stolen, tell Citibank when you discovered it was missing.
You don't need perfect documents — send what you have. If Citibank needs more, they will ask. But sending documents early speeds up the investigation.
Timeline for dispute resolution
Citibank must acknowledge your dispute within 30 days. In most cases, the charge is removed from your balance during the investigation, so you won't owe it while they look into it. However, if the dispute is complex or requires the merchant to respond, this can take the full 60 days.
Once Citibank finishes investigating, they will either reverse the charge permanently (you win), put it back on your account (the merchant won the dispute), or ask for more information. They will send you a letter explaining the outcome and your case reference number.
If you disagree with the outcome, you can ask Citibank to reconsider, but you must do so within 15 days of receiving their decision. Provide new evidence if you have it.
What happens if you lose the dispute
If Citibank sides with the merchant, the charge goes back on your account. You'll owe it again, and interest may have accrued while it was removed. Citibank will explain their reasoning in the letter they send you.
You can ask them to reconsider if you have new evidence — for example, if the merchant finally confirmed they never shipped the item, or if you have a receipt proving you returned something. Send this new information within 15 days.
If you still disagree after reconsideration, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB does not overturn Citibank's decision, but they investigate whether Citibank followed the dispute rules correctly.
Preventing disputes before they happen
Keep receipts for online and in-person purchases for at least 60 days. When you buy something online, save the confirmation email and take a screenshot of the product description in case the merchant changes it later. If you order something that requires a signature, ask for tracking so you know when it arrives.
For subscriptions, write down the cancellation date and confirmation number. If you're charged after cancelling, you have proof of when you ended the service. For recurring charges, check your statement every month — catching a problem early makes disputes faster.
If a charge looks wrong but you're not sure, contact the merchant first. Many billing errors are straightforward mistakes that a merchant can fix without a dispute. A dispute should be your second step, not your first.
Frequently Asked Questions
Can I dispute a charge after 60 days?
Citibank's rules require you to report a dispute within 60 days of when the charge appeared on your statement. After 60 days, you lose the right to file a dispute under federal law. If you notice a charge late, contact Citibank anyway — they may help, but they are not required to.
Do I have to pay the disputed charge while Citibank investigates?
No. In most cases, Citibank removes the charge from your balance while they investigate. You won't owe it or pay interest on it during the dispute. However, if the dispute is about a billing error rather than fraud, the rules vary slightly — ask the representative when you call.
What if the merchant says I authorized the charge?
If you did authorize it but the merchant didn't deliver what they promised, tell Citibank exactly what went wrong — the item never arrived, it was damaged, it wasn't what was described. Citibank will ask the merchant for proof of delivery or a response to your complaint. This type of dispute takes longer but can still be won.
Can I dispute a charge on someone else's Citibank card?
Only the cardholder can file a dispute. If the card belongs to a family member, they must call or file the dispute themselves. If you have power of attorney or are an authorized user, ask Citibank what documents they need to let you file on their behalf.
What if Citibank closes my account while a dispute is pending?
Citibank can close your account, but the dispute continues. They must still investigate and respond within 60 days. The outcome doesn't change — if you win, the charge is reversed; if you lose, you owe it. A closed account does not stop the dispute process.