Q&A: Citi Answers Your Top Questions

In every issue of Citi Quarterly, we feature answers to questions from the top-five topics Citi trainers and call center representatives hear most often.

Card Receipt Verification

Can I verify receipt of my card through your automated system?
Yes, you can verify receipt of your card by dialing 1-800-790-7206, entering your 16-digit account number, and selecting option 1.

When can I use my card after I’ve verified receipt?
Your card is available immediately after activation.

General Account Inquiry (Balance/payment information)

How do I obtain automated account information?
You can obtain your balance and payment information by dialing 1-800-790-7206, entering your 16-digit account number, and selecting option 2.

PIN Request

How do I obtain my current PIN?
The PIN is sent to the address on file at account setup and should be received in 10-12 business days.

How can I change or reset my PIN?
If a new PIN is needed, we can send a copy to the address on file. The PIN will be received in 10-12 business days from the requested date.

Coming soon: You will be able to change or reset your PIN using Citi’s automated VRU by dialing 1-800-248-4553, entering your 16-digit account number, then selecting option 4. Follow the prompts to input your current PIN and your desired new PIN.

Quick Remit (Telephone payment)

Can I complete a Quick Remit through your automated system?
Yes, you can complete a Quick Remit payment by dialing 1-800-790-7206 and selecting option 2.

Will I be charged a fee for completing a payment by phone?
Yes, the fee to process a Quick Remit payment is $14.95.

Authorization

Why was an authorization request declined?
The answer varies because there can be multiple reasons a charge will be declined. It’s common for cardholders to attempt a charge that is blocked by their agency, and we would have to refer the caller to their Program Coordinator. Additionally, cardholders may not have sufficient available credit, and will have to be referred to their Program Coordinator. Another top reason for a declined authorization request is because the vendor used an incorrect expiration date.