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Before you cancel a regular payment, you need to check what type of regular payment you’ve set up - either a recurring payment or direct debit. The main difference between the two is where the money is drawn from.

Direct Debit

A direct debit will have been set up from one of your bank accounts such as a savings or transaction account. This is where you have given your BSB and Account number to allow a merchant or service provider to charge your card regularly to pay for the services they provide you.

  • You can ask us to cancel your direct debit request and we will process your request. You can let us know by:
  • Logging in to Citi Online to chat with us through secure chat; or
  • Contacting Customer Service on 13 24 84
  • Once the cancellation is complete, we will send you a written confirmation. The process will typically take up to 5 business days.

Please note that direct debits will continue to be processed until the cancellation process is complete. As well as asking us to cancel the direct debit arrangement, we suggest that you also contact the merchant or service provider.

Recurring Payment

A recurring payment will have been set up from your credit card or debit card. This is where you have given your credit card or debit card details (card number, expiry date and CVV) to allow a merchant or service provider to charge your card regularly to pay for the services they provide you.

  • The quickest way to cancel the recurring payment is by contacting the merchant directly.
  • If once you have cancelled the recurring payment with the merchant they continue to debit your account, you can contact us and we will put a stop on any future payments.


Cancelling your direct debit or recurring payment does not cancel your contract with the merchant. If you still have a valid contract with a merchant and you've cancelled a direct debit, you'll need to make alternate payment arrangements with them. Or if you no longer require their services, you’ll have to cancel your agreement with them where possible.

If you're trying to cancel a direct debit for a Citi branded loan or card product, the easiest thing to do is to call us with the relevant details.

If you have a direct debit coming from a joint account (which requires all account holders to sign or authorise), you'll need all account holders to cancel the direct debit.

We'll process an online direct debit cancellation request within 5 business days.

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