- close
- Home
-
Banking
- Overview
- Citigold Private Client
- Citigold
- Citi Priority
- International Personal Banking
- Citi® Private Bank
- Account Types & Services
- Payroll Account Services
- Stock Trading Services
- Time Deposit
- Global Banking
- Renminbi Services
- e-Statement Service
- Checking & Savings Account
- Multi-Currency Account
- Citibank Debit Mastercard
- Useful Links
- Forms Center
- Submit Forms/Supporting Documents
- Terms & Conditions / Key Facts Statement
- Fees & Charges
- Citi Mobile® App
- Oversea ATM Cash Withdrawal Service
-
Credit Cards
- Credit Cards
- Prestige Card
- PremierMiles Card
- Cash Back Card
- Rewards Card
- Clear Card
- Octopus Credit Card
- Supplementary Card
- Installment Plan
- Your Privileges
- Latest Credit Card Promotions
- Citi ThankYou Rewards
- Citi Pay with Points
- Citi Points Conversion
- Best Shopping Deals
- Best Dining Deals
- Best Travel Deals
- Year Round Offers / Citi World Privileges
- Credit Card Loan Services
- Useful Links
- Activate your Credit Card
- Forms Center
- Submit Supporting Documents
- Terms & Conditions / Key Facts Statement
- Fees & Charges
- Cardholder's Guide
- e-Statement Service
-
Mortgages
- Overview
- HIBOR Deposit-Linked Mortgage
- Prime Deposit-Linked Mortgage
- HIBOR Mortgage
- Prime-Based Mortgage
- Home Smart Mortgage
- Mortgage Further Advance / Property Refinancing
- Overseas Mortgage
- 90% MORTGAGE
- Tools and Calculators
- Mortgage Calculators
- Managing Your Mortgage Plan
- Property Valuation
- Property Market Updates
- Mortgage Tips & FAQs
- Useful Information
- Useful Links
- Forms Center
- Terms & Conditions / Key Facts Statement
- Fees & Charges
- Loans
- Insurance
-
Wealth Management
- Overview
- Bonds Investment
- Certificates of Deposit
- Foreign Exchange (FX)
- Mutual Funds
- Structured Products
- Stock Trading
- Portfolio Financing for Investment Services
- Market Linked Account
- Premium Account
- Investment Services
- Market Insight
- Online Investment Services
- Warrants & CBBCs
- Investment Risk & Client Profiling
- Citi® Alerts Service
- Citigold Private Client
- Citigold
- Citi Priority
- Useful Links
- Forms Center
- Submit Forms/Supporting Documents
- Terms & Conditions / Key Facts Statement
- Fees & Charges
-
e-Services
- e-Services
- Online Banking
- Mobile Banking
- Mobile Payment
- e-Statement Service
- e-Advice Service
- Alert Service
- Citi ThankYouSM Rewards
- Payment & Transfer
- e-Cheque Deposit Service
- Tools and Calculators
- Investment Risk Profiling
- Citi® Protection Calculator
- Mortgage Calculator
- Security Device
- Useful Links
- Online Demo
- Forms Center
- Submit Forms/Supporting Documents
- User ID Setup Tips
- Digital Security & Fraud Prevention
- Terms & Conditions / Key Facts Statement
- Fees & Charges
- CitiBusiness
- Local Insights
- Home
-
Banking
- Overview
- Citigold Private Client
- Citigold
- Citi Priority
- International Personal Banking
- Citi® Private Bank
-
Credit Cards
- Credit Cards
- Prestige Card
- PremierMiles Card
- Cash Back Card
- Rewards Card
- Clear Card
- Octopus Credit Card
- Supplementary Card
- Installment Plan
-
Mortgages
- Overview
- HIBOR Deposit-Linked Mortgage
- Prime Deposit-Linked Mortgage
- HIBOR Mortgage
- Prime-Based Mortgage
- Home Smart Mortgage
- Mortgage Further Advance / Property Refinancing
- Overseas Mortgage
- 90% MORTGAGE
- Loans
- Insurance
-
Wealth Management
- Overview
- Bonds Investment
- Certificates of Deposit
- Foreign Exchange (FX)
- Mutual Funds
- Structured Products
- Stock Trading
- Portfolio Financing for Investment Services
- Market Linked Account
- Premium Account
-
e-Services
- e-Services
- Online Banking
- Mobile Banking
- Mobile Payment
- e-Statement Service
- e-Advice Service
- Alert Service
- Citi ThankYouSM Rewards
- Payment & Transfer
- e-Cheque Deposit Service
- CitiBusiness
- Local Insights
- Home
- Credit Cards
- Cardholder's Guide
- 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.
![]() |
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. |
|
![]() |
Identify what you can dispute |
If you would like to know more about what kind of transactions you can dispute, please read our FAQs. | |
![]() |
![]() |
Call us at 2860 0333 as soon as you can |
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. |
|
after submission?
Here is what you can do to help us with the dispute process:
![]() |
Keep an eye on your phone and/or mailbox |
In some instances, we may require some additional documents from you. Given that all Card Associations have stipulated a specific time limit on when a dispute request has to be submitted, please respond to our request(s) as soon as possible. Upon receipt of all the supporting documents, it may take around 6 to 8 weeks for us to investigate the dispute and come to a conclusion.
- Unauthorized transactions
- Duplicate processing
- Incorrect transaction value
- Credit received but not processed
- Merchandise/ service being returned/ cancelled
- Merchandise/ service not received/ rendered
- Payments have been made by other means
- Authenticated transactions (including those processed via Apple Pay, Samsung Pay, AliPay, WeChat Pay)
- Online transactions where a One-Time Password (OTP) or CVV has been provided
- Face-to-face transactions where a card is presented
- Secured transactions where the acquiring bank is not compelled to provide sales draft copies
In general, depending on the dispute reason(s) and the rules set by the respective Card Associations, we can only process a card transaction dispute that has appeared on your monthly statement and was made within the last 60 days. However, if you made a purchase or paid for a subscription from a merchant that has closed down recently, please submit your dispute request within 120 days (Visa/MasterCard) or 180 days (Union Pay) from the date of the merchant's closure.
You should choose the reason which accurately reflects your situation. If you are unsure, please contact us at 2860 0333.
Please make sure you review all the steps carefully before submitting your dispute request. If you still cannot resolve the ‘dispute reason’ issue, please contact us at 2860 0333.
We, as the card issuer, will act on your behalf to deal with the relevant Card Associations in coordinating your transaction dispute request.
However, in situations where the merchant refuses to accept any liability, an arbitration may be required and you would need to bear the associated handling and administration costs.
To borrow or not to borrow? Borrow only if you can repay!
Citigroup.com is the global source of information about and access to financial services provided by the Citigroup family of companies.
Copyright © 2020 Citigroup.