Please be aware of scammers posing as Citi asking customers to share their One Time Pin (OTP) over the phone. Citi will never ask you for these details via any of our communications to you. If you think you have fallen victim to a scam, please contact our fraud team immediately on 1300 550 216.
Supporting you with your banking needs during COVID-19.
As the COVID-19 situation evolves, we are continuing to support our clients, our staff and their families. This page will be kept up to date with information to help you to manage your finances during this uncertain time.
We have temporarily increased the contactless (tap-and-go) payment limit on all Citi Mastercard debit and credit cards from $100 to $200, to reduce the need for you to come into contact with terminals to enter your PIN. The limit on Citi Visa credit cards remains at $100. However, don't forget that you can pay any amount with Samsung Pay or Apple Pay without entering a PIN. Samsung Pay and Apple Pay transactions are authorised from your mobile phone or wearable device through passcode, fingerprint or Face ID. Please note though, that some older terminals may not support this technology and may still require a PIN. So keep your hand sanitiser with you when you’re out and about!
Stay safe online
While we are continuing to monitor your accounts 24/7 for fraudulent activity, we do encourage you to remain vigilant and watch out for scams related to COVID-19. Here are some quick tips to help you stay safe and secure:
Log in to the Citi Mobile® App to quickly report your credit card as lost or stolen.
Be wary of unsolicited phone calls from people claiming to be from a government agency, such as Medicare, purporting to be collecting personal details in order to arrange payment or rebate for you. Never disclose personal information to an unknown caller.
No reputable company or government department will ever ask you to provide your credit card information (PIN, expiry date etc), online or mobile banking credentials (username and password) over the phone.
If you receive a suspicious SMS, email or phone call, do not provide any personal details or click on any links. You can check scamwatch.gov.au for known scams, or you can report one yourself at cyber.gov.au.
Managing cash flow during COVID-19
We understand that, as a result of COVID-19, some customers may be looking for some more flexibility in their repayment options to create some breathing room. We are here to support you during this time with a range of ways to help.
If you have been paying for Credit Card Insurance, you may be eligible to make a claim, which you can lodge online. Your credit card statement will indicate any current credit card insurance policies you hold. Any credit card insurance policy wouldn't preclude you from applying for payment deferrals or financial hardship assistance if you require it. More information is available within our FAQs.
Support for the local community
Citi and the Citi Foundation has committed over US$65 million to support global COVID-19 relief efforts.
Locally, we are donating A$230,000 to the Brotherhood of St. Laurence, a social justice organisation that works across Australia to prevent and alleviate poverty. The money will be used to help vulnerable young people directly impacted by the early economic fallout of the pandemic access the necessities such as supermarket vouchers, data for internet or phone use, and access to online mental and physical health programs.
We have also donated NZ$40,000 to support communities in New Zealand.
Globally, the Citi Foundation has committed US$5 million to support the United Nations Foundation COVID-19 Solidarity Response Fund. This will go towards providing protective equipment to frontline healthcare workers, equipping diagnostic laboratories and maintaining intensive care units.
Learn more about how we are supporting the community during the COVID-19 situation.
If you have a relationship manager, they will still be contactable by phone or email, but may be working flexibly during this time. If you are experiencing delays in reaching them, please be patient and they will get in touch as soon as they can.
For Citi Prestige Concierge, please contact: + 61 2 9025 2869.
For all other concierge related enquiries, please contact: + 61 2 9025 2870.
For Citi Credit Card Complimentary Insurance claims, you can lodge your claim online. More information is available within our FAQs.
We are pleased to share with you that the safety and wellbeing of our Customer Service Centre staff has been assured, and we are here to help.
To contact us:
Call Citiphone on 13 24 84
Send us a secure message from within Citibank Online in Services > My Profile > My Messages > Inbox > Compose Mail, and we will respond within 48 hours, or
Organisations available to help you through difficult times.
Lifeline provides Australians experiencing emotional distress with access to 24 hour crisis support and suicide prevention services. Call Lifeline at any time on 13 11 14.
R U OK?
RUOK is a not-for-profit organisation helping inspire everyone to have regular, meaningful conversations to help anyone who might be struggling with life’s ups and downs.
National Debt Helpline
Financial counselling is a free, confidential service to assist people in financial difficulty. The National Debt Helpline website also has easy to follow, step-by-step guides for tackling debt problems.