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Edited by:
Ajust Content Team
Last updated:
November 4, 2025
AI-sourced. Human-edited. Made clear for you.

Can you get a refund from
Citibank
? Check eligibility first

  • Unauthorised transactions: Fraudulent or stolen card use is refundable (Citi blocks the card first).

  • Goods/services not received: Eligible for dispute (e.g. cancelled flights, undelivered orders).

  • Duplicate/incorrect charges: Billed twice or charged after cancellation qualifies for refund.

  • Not as described/faulty merchandise: Covered via chargeback if item/service differs significantly (after contacting merchant first).

  • Exclusions:
    • Change of mind purchases.

    • “No-show” hotel/flight charges where service was available.

    • Refund requests outside scheme timelines (120+ days).

    • Scam losses where you approved the payment (unless bank failed to act securely).

How to get a refund from
Citibank

  1. Try merchant first (non-fraud): Request refund, keep proof (emails/screenshots).

  2. Collect info: Transaction date, amount, merchant, and supporting evidence.

  3. Contact Citibank:
    • Phone: 13 24 84 (24/7 lost card/fraud; disputes during business hours).

    • From overseas: +61 2 8225 0615.

    • Secure message or “Dispute” option (if available in online banking).

  4. Complete dispute form: Download Citi Visa/Mastercard Dispute Form and upload via Citi’s secure portal, or mail to GPO Box 40, Sydney NSW 2001.

  5. Provide evidence: Proof of cancellation, order non-delivery, defective item photos.

  6. Receive confirmation: Citi gives a case number and may apply a temporary refund.

  7. Track updates: Watch for letters or secure messages. Respond quickly if asked for more info.

  8. Outcome: If successful, temporary refund becomes permanent. If denied, Citi explains why and you can escalate internally or to AFCA.

Citibank
’s refund timeframe - how long it takes

  • Typical resolution: 2–6 weeks for most disputes.

  • Clear fraud/duplicate charges: Often resolved within 1–2 weeks.

  • Complex cases (e.g. travel disputes): Can take up to 45–90 days.

  • Maximum timeframe: Citi notes Visa/Mastercard allow up to 180 days.

  • Updates: Within 21 days of your dispute, Citibank must provide outcome or update.

  • Temporary credit: May be issued upfront; finalised once case is closed.

Citibank
’s refund methods - how you'll get your money back

  • Refund to same source: Money goes back to the card/account originally charged.

  • Credit card: Statement credit reducing balance owed (or positive balance if paid off).

  • Debit/transaction account: Direct deposit back into account.

  • Closed accounts: Citi arranges EFT or cheque to alternate account.

  • No fees: Citi refunds disputed amount plus related fees/interest if caused by the error.

  • Provisional credits: May be reversed if merchant successfully challenges dispute.

Common refund issues with
Citibank

  • Filing disputes too late (beyond scheme window).

  • Skipping merchant contact for non-fraud disputes.

  • Insufficient documentation (e.g. no proof of cancellation).

  • Recurring scams where customer participated (sharing OTPs).

  • Automatic card cancellation in fraud cases disrupting recurring payments.

  • Travel/event cancellations: refunds denied if service was available but unused.

  • Duplicate fees (annual fees charged twice) mishandled by frontline staff.

  • Communication gaps (delayed or vague updates from disputes team).

Citibank
 cases submitted through Ajust

Customer experiences with
Citibank
 refund cases

Fraud case success: A customer’s card was skimmed overseas and their account emptied. Citibank refunded all stolen funds after a police report, the customer praised as a “tears of joy” experience.

Duplicate fee dispute denied: A customer was charged their annual fee twice, Citi refused to acknowledge the duplicate.The customer cancelled their card in frustration.

AFCA case victory: A $48k scam initially denied by Citibank was overturned by AFCA, forcing Citi to refund the customer.

How
Citibank
 Refund Policy Compares to Competitors

  • Citi vs Big 4 (CBA, NAB, Westpac, ANZ): All follow Visa/Mastercard chargeback rules. Citibank aligns on eligibility but slower digital options (forms vs in-app).

  • Citi vs Amex: Amex often issues instant refunds and sides quickly with cardholders. Citi follows stricter card scheme evidence rules.

  • Citi vs CBA/Westpac: CBA & Westpac offer in-app dispute filing; Citi uses forms/phone.

  • Timeframe: Citi discloses up to 180 days (rare worst case). CBA markets “3–5 days” for simple cases but also can take 45+ days.

  • Global edge: Citi has international expertise, often strong in overseas disputes.

  • Customer service: Mixed reviews; some competitors give more proactive communication (SMS/app). Citi tends to use letters/secure mail.

Official
Citibank
Refund Resources & Links

Citibank
Refund FAQs

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