Had an issue with

Citibank

? Get a real response.

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.
  

• 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.