Had an issue with Citibank? Get a real response.
How to submit a complaint with Citibank
Filing a complaint with Citibank Australia is straightforward, and you’ve got multiple options to choose from.
Online (fastest option): Use Citi’s official complaint form. You’ll be asked for your details, the type of issue, and the outcome you’re seeking (refund, correction, apology, etc.). Once submitted, you’ll get a reference number and Citi will begin reviewing your case.
Phone (24/7): Call 13 24 84 in Australia or +61 2 8225 0615 from overseas. Let the representative know you’re lodging a complaint and note your reference number for tracking.
Email / Mail: For escalations or supporting documents, email Citi’s Customer Relations team at aust.customeradvocacyunit@citi.com, or post your complaint to GPO Box 204, Sydney NSW 2001.
Accessibility: Citi supports the National Relay Service for the hearing impaired and can arrange interpreters for non-English speakers.
📌 Tip: Be clear and factual in your complaint. Keep copies of forms, reference numbers, and call details - these make escalation easier if needed.
Citibank follows a structured complaint handling process designed to be fair, transparent, and timely:
- Acknowledgement: Immediate confirmation online or within a few days for phone/email.
- Case Manager: Complex cases may be assigned to a dedicated representative for consistency.
- Investigation: Expect checks of call logs, records, and internal systems.
- Updates: Citi will contact you with updates if the complaint isn’t resolved within 21 days, and aims to resolve most cases within 30 days.
- Outcome: Resolutions can include refunds, corrections, apologies, or explanations. If Citi can’t resolve it in 30 days, they’ll explain why and outline your AFCA rights.
- Special cases: Financial hardship and privacy complaints may be fast-tracked or escalated to specialist teams.
Common complaints against Citibank
- Customer Service Issues: Long wait times, lack of empathy, and repeated explanations to different staff.
- Credit Card Problems: Complicated applications, unexpected closures, or disputes over limits/fees.
- Post-NAB Takeover Issues: System integration errors, app problems, and staff unfamiliarity with legacy products.
- Fees & Charges: Confusion over international fees, late fees, and higher-than-expected interest rates.
- Fraud & Security: Complaints about delayed fraud reimbursements and cards blocked without warning.
Citibank complaints submitted through Ajust
I’ve spent weeks chasing a refund from Citibank and every time I call, I get nowhere. They keep promising updates but nothing changes. It’s exhausting having to repeat the same story over and over just to get my own money back. - Kresshna
Citibank has the wrong number on my account and I can’t even fix it. Their system sends a one-time pin to the wrong phone, so I’m locked out. Every time I ask for help, I just get told to use the app. - David
Citibank suddenly closed my account without telling me and kept the money that was in it. I opened the account only months ago, and now I can’t access a cent or get a clear answer on what happened. - Alina
After my husband passed away, I tried to cancel his Citibank card but they wouldn’t help me. I called over and over, sent documents, and still they refused to close it. It felt like they thought I was the problem instead of helping me. - Margaret
How other consumers Citibank complaints got resolved
Hardship Mishandling Corrected: A customer with a terminal illness had their account reinstated after escalation.
Service Error Fixed: A wrong name on a debit card was corrected with an apology and replacement card.
Funds Released After External Complaint: A customer got access to blocked money only after escalating to AFCA.
- Customer Relations Unit (CRU): Call 1300 308 935 or email aust.customeradvocacyunit@citi.com for a higher-level review.
- Australian Financial Complaints Authority (AFCA): Free, independent resolution service. Lodge online at afca.org.au or call 1800 931 678.
- NAB Customer Advocate: Since Citi is under NAB, you can also request a review via NAB’s Customer Advocate office.
- Other Regulators:
- ASIC – for systemic misconduct.
- ACCC / Scamwatch – for scams and unfair practices.
- OAIC – for privacy breaches.
- ABA Code Compliance Committee – if Citi breaches the Banking Code of Practice.
- ASIC – for systemic misconduct.
- AFCA: GPO Box 3, Melbourne VIC 3001 | info@afca.org.au | 1800 931 678.
- ASIC: asic.gov.au – Report financial misconduct.
- ACCC Scamwatch: scamwatch.gov.au – Report scams.
- OAIC: oaic.gov.au – Privacy complaints.
- ABA Banking Code: ausbanking.org.au/code – Know your rights.
- Complaint Form – Submit online.
- Contact Us Page – All phone numbers.
- Our Complaints Process – Official handling policy.
- Customer Relations Email – Internal escalation team.
- NAB Customer Advocate – Independent internal review.
Citibank Complaints FAQs
How do I file a complaint with Citibank Australia quickly?
The fastest way to lodge a Citibank complaint is through its official online form. You’ll provide your details, describe the issue, and choose your desired outcome. Once submitted, you’ll receive a reference number to track progress. For immediate help, you can also call 13 24 84 or email aust.customeradvocacyunit@citi.com. Keeping records of your submission and reference numbers helps streamline any future escalation.
What happens after you submit a complaint to Citibank?
Citibank acknowledges complaints instantly online or within a few days via phone or email. A case manager may be assigned for complex issues, and updates are provided if the case isn’t resolved within 21 days. Most matters conclude within 30 days through refunds, corrections, or explanations. If delays occur, Citi must explain why and outline your rights with AFCA for further review.
How can I escalate a Citibank complaint if it’s unresolved?
If your issue isn’t resolved, contact Citibank’s Customer Relations Unit at 1300 308 935 or email aust.customeradvocacyunit@citi.com. You can also escalate to the Australian Financial Complaints Authority (AFCA) at afca.org.au for a free, independent review. Since Citibank operates under NAB, you can request review by NAB’s Customer Advocate. For systemic or regulatory breaches, report to ASIC, ACCC, OAIC, or the ABA.
What are common complaint issues with Citibank Australia?
The most frequent Citibank complaints involve customer service delays, credit card issues, post-NAB takeover disruptions, and fee confusion. Many consumers also report blocked cards or slow fraud reimbursements. These issues often stem from integration challenges and unclear fee structures. Staying factual, keeping documentation, and escalating early through official channels often leads to faster, fairer outcomes.
You’ve done your part, now it’s time to hold Citibank accountable.
Take the final step and submit a complaint that gets seen and responded to.