Q&A: Citi Answers Your Top Questions

In every issue of Citi Quarterly, we feature answers to questions Citi trainers and call center representatives are being asked about.

Why do transactions decline when cardholders have available credit?
In most cases, restrictions have been placed on accounts according to the type of merchant attempting to gain approval. Please do not hesitate to contact Citi for more information about declines.

How can an APC obtain a copy of a statement?
Statements can be accessed through CCMS, under Inquiry, Statement, or through Card Statements and Payments, View Accounts in Unit. Statement copies may be downloaded through Card Statements and Payments to CSV, Excel or PDF formats.

How can my cardholders obtain a cash advance?
Cardholders will be set up with cash unless otherwise indicated on their application. They can personalize a PIN through the VRU by calling 1-800-200-7056. They will not be sent a PIN mailer.

Can my cardholders complete a payment by phone?
Payments may be completed by phone with the use of a checking account only. Dial 1-800-200-7056, option 2. No fee is charged. Payments are posted within 48 business hours.

What steps should my cardholders take to initiate a billing dispute?
Billing disputes may be initiated by calling customer service. They may also be filed in writing. The dispute form is online at www.citimanager.com/dodhome, under Resources. Note: If cardholders or the APC do not recognize multiple transactions, it is best to contact Citi at 1-800-200-7056 to determine if fraud has occurred and if the account should be closed for security reasons.