How do I know how much I have to pay?

What if, for any reason, I do not pay the Minimum Payment Amount or the Current Balance by the Payment Due Date?

What if I pay the Minimum Payment Amount or any amount less than the full amount (current balance)?

What if I make full payment?

How should I handle a change in my address?

What should I do if I encounter problems with my card account?

Who should I contact if I encounter any problem abroad?

What should I do if I lose my credit card?

What if I have a discrepancy/error in my Monthly Statement?

How much cash can I withdraw?

How will I be billed if I purchase Foreign Travel Tickets with my credit card?

Why do some foreign transactions get declined?

Why was my credit card authorization declined?

How do I get my limit enhanced?

What is an Over Limit Fee?

What happens if I forget my T-PIN number?

How do I know how much I have to pay?

Every month you will receive a statement of Account. The top part of the statement indicates:

• Current Balance
• Minimum Payment Amount
• Payment Due Date

What if, for any reason, I do not pay the Minimum Payment Amount or the Current Balance by the Payment Due Date?

Service Fee will be charged at 3% per month on each retail transaction from the transaction date to the date the statement is generated. Late Fee will be charged at 10% of the Minimum Payment Amount or Rs. 600, whichever is higher. Your credit card account will be blocked effective next statement date if minimum payment is not received.

What if I pay the Minimum Payment Amount or any amount less than the full amount (current balance)?

There would be a Service Fee levied if you pay the Minimum Payment Amount or any amount less than the full payment by the payment due date. For retail transactions which can be covered by the payment, Service Fee is charged from the transaction date to the payment posting date. On retail transactions which are not covered by the payment, Service Fee is charged from the transaction date to the date the next Statement of Account is generated.

What if I make full payment?

For all retail transactions, if full payment is received within the payment due date then no Service Fee is charged.

How should I handle a change in my address?

You can inform us of your new mailing address by sending a written request to the Citibank Customer Service Center.

You can also request for the change by simply calling CitiPhone Banking at 111 222 222.

What should I do if I encounter problems with my card account?

If at any time you face any problem regarding your card account, call our 24-hour CitiPhone Banking Customer Service on 111 222 222 for immediate assistance. You can also contact us by letter at:

Customer Services
Citibank N. A. Pakistan
B-53, Dewan Trade Centre
State Avenue, SITE,
Karachi - PAKISTAN
Fax: +92 (0) 21 32593604

or
contact us at
www.citibank.com.pk

Who should I contact if I encounter any problem abroad?

You can seek emergency assistance by lodging a lost/stolen card report or obtaining emergency cash from Visa/MasterCard Emergency Assistance Centers. Toll free contact numbers for Visa and MasterCard Emergency Assistance Centers are listed at the end of this guide. When travelling, please make sure that you carry the attached pocket guide for your convenience.

What should I do if I lose my credit card?

In the event that your credit card is lost or stolen, report it to our 24-hour CitiPhone Banking on 111 222 222 immediately. You will also be required to surrender all the supplementary cards issued to your family members.

What if I have a discrepancy/error in my Monthly Statement?

If you notice any discrepancy in your Monthly Statement, report the matter to our Customer Service Center within 7 days. In order to check statement entries, retain all your sales slips and printed receipts. This will help you keep a record of all your transactions.

How much cash can I withdraw?

As much as 50% of your total credit limit. That is, if your credit limit is Rs. 40,000, you can withdraw 50% of Rs. 40,000 being Rs. 20,000.
Please note the Bank shall charge Service Fee on each advance from the date of the cash advance until the date of full payment at the rate of 3% per month. The Cardmember will also pay a Cash Advance Fee of 3% on the amount of the cash advance or Rs. 400 whichever is greater.
Please keep in mind that the Service Fee, the Late Fee, the Cash Advance Fee and the associated service charges appear in the following month's statement.

How will I be billed if I purchase Foreign Travel Tickets with my credit card?

If you use your credit card to pay for any foreign travel tickets, the amount that is signed for on the transaction slip may vary from the amount that is subsequently billed in your Statement of Account. This is because foreign (non-Pakistani) airlines treat Credit Card transactions as foreign currency transactions. As such they are sent for clearance by the respective airline to the head office of the concerned airline, in its country of origin. For all foreign transactions conducted by you, Citibank purchases dollars from the open market on your behalf. This is done to settle the account of the foreign merchant / bank, etc. where that transaction was conducted. In the process Citibank also assumes the foreign exchange rate risk. We try our utmost to get the most competitive rate for you. However due to frequent fluctuations in the foreign exchange market, the rate that appears in your statement may be higher or lower than the closing rate for the particular day. In accordance with the Cardmember Terms and Conditions, the transaction is subject to all applicable rules and procedures of Citibank for foreign currency conversion into Pak Rupees based on the exchange rate being used by Citibank at the time of conversion.

Why do some foreign transactions get declined?

Some foreign transactions get declined due to the issue of 'Referral' veneration. Referral generation means that while taking card authorization for foreign/local transactions, the merchant gets the message of a 'Referral'. In this case the merchant has to contact its local acquiring bank which then contacts Citibank Pakistan for transaction approval.

If the merchant or the local acquiring bank does not contact Citibank Pakistan for Referral approval the transaction does not get processed i.e. it neither gets approved nor declined.

Why was my credit card authorization declined?

The authorization may be declined in any of the following events:

• Payment not received against the previous Statement of Account.
• Duplicate authorization taken by the merchant in case of foreign transactions, which gets cancelled after 14 days.
• Amount blocked due to difference in the transaction amount and billing amount. What happens is that once a merchant takes authorization for a foreign transaction, the amount for which he takes the authorization is a given amount by which the credit limit decreases. When the same transaction is billed to the customer after currency conversions, the amount billed is different from the one against which the initial authorization was taken. The two amounts, therefore do not match and the credit limit gets decreased by both the amounts. This is a general practice followed all over the world.

Whenever your card is blocked, please contact CitiPhone Banking at 111 222 222 immediately for assistance.

How do I get my limit enhanced?

On completion of one year on your credit card and based on your credit enhanced. Thereafter, your credit limit can be increased every 6 months. For an online increase on your credit limit, call CitiPhone Banking at 111 222 222.

What is an Over Limit Fee?

Your expenditure on your credit card must remain within the credit limit assigned to you. In case you exceed your credit limit, an Over Limit Fee of Rs. 1000 will be charged each time you exceed your credit limit.

What happens if I forget my T-PIN number?

At the time of card activation, you are issued a T-PIN number. This enables you to access a
wide range of services and facilities, round-the-clock through CitiPhone Banking. In case you
forget your T-PIN number or if it is compromised, please call CitiPhone immediately to have a new T-PIN number issued.