Treasury and Trade Solutions
Citi Commercial Cards
Fraud & Dispute Claims
2 Treasury and Trade Solutions
Fraud Claims
What is it? Fraud is when someone is making unauthorized transactions with
your Credit Card (Account Number). Timing is important. The Fraudulent
Activity must be reported within 60 days of when the transaction is posted
to the account’s billing statement.
If upon conclusion of the fraud process
the Company or the Cardholder is
found to be:
• Not liable for charge(s) claimed as
fraud, then the charge(s) shall be
removed from the Account.
• Liable for charges(s) claimed as fraud,
then the charges(s) shall become due
and payable.
A new account number will be
created, and a new card will be sent
(unless directed otherwise). This can
help mitigate the risk of any further
fraudulent activity on the account.
Citi may need more information so
please be aware that we may reach
out to you!
We’re here to help!
Citi is on your side throughout
this process. Timing is important
as we can work with you to help
maintain the integrity of your
account and refund transactions
as appropriate.
Identify the transaction
and report to Citi
ASAP via phone or your
Program Administrator.
Upon
Reporting Citi
will immediately close
the Account, transfer
the Cardholder
information to a new
Account, and we will
reissue a new card so
you can have use of
your account ASAP.
Outcome:
Citi will investigate
the transaction(s)
in question and
a decision will be
rendered per Card
Association Rules.
Respond
to any requests
for information
from the
Citi Team if
requested.
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I submitted my Fraud Case…
Now What?
3Citi Commercial Cards | Fraud & Dispute Claims
Dispute Claims
What is it? If you recognize the Merchant and the transaction but disagree about
how the transaction was settled or you recognize the Merchant but not the
transaction, then you may submit a dispute. The dispute must be reported within
60 days of when the transaction is posted to the account’s billing statement.
Citi will contact the Merchant with the
dispute. The Merchant must respond
in a timely fashion. If they do not, the
dispute may be found in your favor.
If the Merchant provides evidence
refuting the dispute, you will be given
an opportunity to provide a rebuttal.
You must respond to the Merchant’s
evidence within the allotted time, or
the dispute will be considered without
your rebuttal. This can go on for
several exchanges so keep an eye out
for update communications from Citi.
If the transaction is still in question after
you and the merchant have presented
your evidence and Citi, as your Issuer,
cannot agree with the Merchant’s bank
on who should win based on Association
rules, then the Association will step in
and make a final ruling.
I submitted my Dispute…
Now What?
Identify the
transaction in
question and attempt
to reconcile with
the Merchant.
No Luck? Time to
Submit a dispute
by one of these
two ways.
Call Citi (number is on the back of
your card or Via CitiManager
(
Statements Screen)
*Preferred Method*
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What to Expect? While under investigation,
the charge will be suspended from your
balance. Citi will contact both the Merchant and
you to gather details on the dispute. The disputes
process is a back-and-forth process like tennis.
Citi will let you know next steps and indicate when
the process is complete.
Reasons to File a Dispute
• The amount you were billed
is incorrect
• There are duplicate charges
• Goods were never received
• Merchandise was defective
• The transaction was paid by other
means, usually cash or another card
• The transaction is not recognized
