Disputing a credit card transaction

Have you spotted a transaction on your credit card that you do not recognize?
Or is there an issue with an item you have paid for? We are here to help.

You may consider submitting a dispute request on that transaction and a temporary credit for the disputed amount could be granted to you.
Here is what you need to know.

What to do first
Refresh your memory
Read your statements again and see if you can rule out any of the transactions concerned – for example, could the business you dealt with simply be trading under a different name?

Is the transaction a monthly subscription or membership that you have signed up for?
Contact the merchant right away
If you still have problems recognizing the transaction, how about contacting the merchant as soon as you can to confirm? Some issues can be resolved faster by contacting the merchant direct.
Next Step: Contact us with supporting documents
If the merchant could not help, please call us as soon as possible and let us know which transaction you want to dispute.

To help support the dispute case, we may ask you for supporting documents such as receipts, bank statements and/or credit slips for the transaction you want to dispute.
What to do next
Identify what you can dispute
If you would like to know more about what kind of transactions you can dispute, please read our FAQs.
Raise your dispute via Citi Mobile® App

*If you do not have Citi Mobile® App in your device, you may call us at 2860 0333.

There is a time limit on when you need to submit your dispute request. Please visit our FAQs for more information.

Please make a note of the date and time you called us as you will need this in Step 3.
Next Step: Contact us with supporting documents
Please download the Cardholder’s Statement of Disputed Item Form here.

You must record the date and time you contacted us at Step 2 on this Form.

You can either upload the completed form here, or mail it to Citibank (Hong Kong) Limited – Interchange Dispute Department, 10/F Citi Tower, One Bay East, 83 Hoi Bun Road, Kwan Tong, Kowloon, Hong Kong.
What can you expect from us
after submission?
We will help you to resolve the dispute and keep you up-to-date.
Here is what you can do to help us with the dispute process:
In some cases we may contact you in connection with the dispute. In case you think you have missed our call, please call us back as soon as you can.
We will send you a letter confirming the details of the transaction you are disputing and what we will need from you. Once you have obtained and sent to us all the necessary information and/or documents, we will review your case promptly.
We will advise you of the outcome of the investigation in writing no longer than 6 to 8 weeks after receipt of your dispute. This will include any fees charged (where applicable), and the reason for the decision.

To borrow or not to borrow? Borrow only if you can repay!

Not a Citi Credit Cardholder?

Apply now and experience a world of rewards.