FAQs

Top Frequently Asked Questions
PAYLITE RELATED

You can visit our website for more information here.

For more information regarding Citi PayLite 0% no fee, please check out here.

If you need to know how to book PayLite with fee, please check out below instruction here.

CONVERTING PAYLITE 0% NO FEE:

* Please note that PayLite conversion will be processed with 10 working days.


Scenario 1: Request for instalment conversion is still in processing time (10 working days)

  • Make sure that you completed PayLite no fee registration steps follow instruction (An eligible request has to go through One Time Pin verification. You will receive a SMS from Citibank to get your confirmation on instalment conversion request after transaction is authorized) here.
  • If you still required for more assistance, you can contact the merchant.

Scenario 2: Request for instalment conversion is over processing time

  • You can call our Citiphone Hotline or send message to Citibank Online inbox to check and wait for our feedback about whether the installment conversion is successful or not.

CONVERTING PAYLITE 0% WITH 4.5% FEE:

  • You have to check and pay the rest of the statement outstanding balance, after deducting the transaction to be converted (or the minimum amount if the remaining amount is less than the minimum amount).
  • After the payment was credited, you can call our Hotline for instalment conversion.
  • Please check and make payment on time.
  • You need to maintain your remaining balance from 3.000.000 VND.

Currently, Citibank has 5 eligible partners' merchants are applying the PayLite without fee below:

  • Ngan Luong
  • mPOS
  • Vimo
  • Payoo
  • OnePay

You can check your instalment in your Citi Mobile® App or monthly e-statement.
Please refer the instruction link here.

You can check our program through our website via link here.

You can call our Citiphone® Hotline for assistance.

CLOSE ACCOUNT

You can send message to Citibank Online Inbox or call our Citiphone Hotline. Our CitiPhone Officers will help you check the status and for other support.

You can send message to Citibank Online inbox or call our Citiphone Hotline for further support.

You can call our Citiphone Hotline for assistance.

REQUEST ABOUT BALANCE

Some merchants will have different register description with Citibank so you might find it posted with another merchant name on your Statement. Please re-check your activity carefully.

If you still have any concern, please send message to Citibank Online inbox.

If you did not make that payment, please temporary lock your card immediately follow the instruction here.

The current balance displayed is the total of the rest unpaid amount of statement balance (if any) and the unbilled transactions.

In this case, it might shows your unbilled transaction of next statement.

Citibank will send SMS to notify the surplus on your closed card as below:
“You have excess credit balance of xxx,xxx,xxx VND as of DD MMM in your closed Citi credit account ending in xxxx. Please bring your registered National ID/ Passport and visit Citi branch to claim a refund”.

In case you received this message, please kindly help to bring your National ID/ Citizen ID/ Passport which you register with Citibank and visit our branch for further support.

You can easily check on Citi Mobile® App or Internet Banking in our website. The instruction link here.

PAYMENT STATUS

Payments received from other banks as funds transfers will be effective normally within 2 business day. Please review all the details and ensure that Beneficiary name and account number are correct before submission.

  • For Funds Transfers/Payments done before 3:00 PM on Banking days – Funds will be credited on the next banking day.
  • Otherwise, Funds Transfers/Payment after 3:00 PM, done on weekdays and non-banking days will be processed and credited after 2 banking days.

When the payment was credited to your account, Citibank will update via e-banking account and only send the notification via email on the day after.

Please kindly help to view the payment via your Citi Mobile® App or Internet Banking in our website in case you cannot check the email.

Wrong Beneficiary name or account number might be one of the reasons.

Please kindly help to:
- Re-check the payment information or
- Contact the Remitting bank to get to successful reference number and
- Send message to Citibank Online® inbox or Contact hotline and provide full information (Reference number, Amount, Date, Remitting bank, Remitting name, Citibank account) for further support.

Once the payment is successfully received, the amount will be credited to Cashback and deduct the outstanding balance of CashBack card. Kindly help to make another payment for PremierMiles Card.

We still receive the payment if you transfer to the old card number. This amount will be credited and transferred to new Card number.

Please review all the details and ensure that Beneficiary name and account number are correct before submission. We encourage you to make payment to new card number.

You can check account number of Ready Credit Instalment Plan (RCIP)/ Ready Credit (RC) when receiving Monthly statement via Registered email.

Kindly help to view the instruction of making payment as below link here.

Note: Refunds will reduce your Closing Balance but do not satisfy your monthly payment. (Term and Condition - 14. Refund, page 29)

STATEMENT RELATED

Citibank provides online calculating tool in our website, kindly click the link below for your installment Loan plan here.

- For Citi FlexiBill here.

- For Citi Personal Loan here.

The annual fee shall be automatically charged every year until you close your card before the next annual fee date.
Please refer Terms and Conditions here.

If you don’t pay enough minimum amount for the previous statement, on the next statement, the payment due date will not be a specific date, it will be shown as "Immediately".

You can check the specific date on Citi Mobile® App or Internet Banking via www.Citibank.com.vn.

Our Due Date refer Terms and Conditions (Item 15 article iv - page 31) here.

If you pay Full Payment Due of last statement, your next Payment Due Date will be 17 days from Statement Date For example: Your 1st Statement date is 4 Jan 2022, Payment Due Date of the 1st Statement is 21 Jan 2022, Total Payment Due is VND 2,000,000: If you pay the Total Payment Due (VND2,000,000) by 17 Jan 2022, your next Statement date is 4 Feb 2022 and Payment Due Date of the next Statement is 21 Feb 2022.
If you pay less than Full Payment Due of last statement, your next Payment Due Date for will be 25 days from Statement Date If you pay less than the Total Payment Due (less than VND2,000,000) by 21 Jan 2022, your next Statement date is 4 Feb 2022 and Payment Due Date of the next Statement is 1 Mar 2022.

Therefore, due date is not a fixed day.

Some merchants will have different register description with Citibank so you might find it posted with another merchant name on your Statement. Please re-check your activity carefully.

If you still have any concern, please send message to Citibank Online inbox.

If you did not make that transaction, please temporary lock your card immediately follow the instruction here.

The e-statement attached on email's password is case sensitive of your birthday with format as: ddMmmyyyy. Example: your birthday is 01/01/1990 then your password would be 01Jan1990.

You can also view and download your statement on Citi Mobile®app or website here.

* In case you changed and forgot your new password, you can update new password on Citibank website.

You can change your e-statement password after logging in to your internet banking on website www.Citibank.com.vn.

Follow steps: Service -> My profile -> E-statements and E-advices -> Enroll/ Edit e-statement -> Update -> Input "Electronic Statement Password" -> Re-enter Electronic Statement Password -> Confirm.

* Note: (8-14 chars, must contain at least: 1 UPPERCASE, 1 lowercase alphabet, 1 number (0-9), and 1 special chars like @.-_\).

1. You can check your email again in spam or junk mail.

2. You also can check your e-statement on Citi Mobile App or Internet Banking via our website following the instruction link here.

You can check the statement information on Citi Mobile App or Internet Banking via our website following the instruction link here.

Below is common service charge and loan amount related to your account:

  • Joining fee: The one-time fee that we charge for providing the maintenance services for an Account right at the time Card is issued. This fee will be posted to your first Statement of Account regardless of whether you activate the card.
  • Annual fee: A fee charged to maintain your account and charged in the first month of every year. Please refer to the Schedule of Fees and Charges.
  • Annual fee VAT: VAT of Annual fee.
  • RCPL installment: the monthly installment amount of the loan.
  • RC interest: the interest of the loan.
  • RC entrance fee: A fee charged to convert the transaction to the PayLite with fee.
  • Pre-termination fee: a fee charged when you pre-terminate the instalment plan or loan.
  • Deferred interest charges/ Interest charges/ interest: An amount you will be charged if you did not make full payment for the last Statement.
  • Replacement fee: A fee charged when replacing new credit card.
  • Replacement fee VAT: VAT of card replacement fee.
  • Cash advance fee: A fee charged when withdrawing cash from credit card.

If you did not make that transaction please lock your card immediately follow the instruction here.

Firstly, please make sure that your registered address is current and up-to date. If you want to update the address, you can do it online via Citi Mobile® App or Citibank Online at our website. Details

Then, please download “GENERAL REQUEST FOR BANKING/ CARD CUSTOMERS” form and refer to our instruction here.

  • Discover our Credit Card promotions all year-round.
  • Apply for a Citibank Credit Card today to enjoy attractive privileges.