Remember to:

Remember to:
When it comes to your billing
issue, we work around the clock
so you can sleep at night.
Read your letter carefully.
It contains important instructions.
If requested, sign your letter.
Be sure to provide your signature.
We must have your signature in order
to proceed.
Send requested documentation.
Please send only copies of original
documents. If your claim involves
returned merchandise, obtain proof
of return such as a receipt from the
post office, package mailing or
delivery company that returned
the merchandise.
Be aware of timing.
We want to help you resolve
your inquiry as quickly as possible.
The earlier you respond, the more
options are available to resolve
your case.
Need help with
something?
Nothing to
worry about.
See inside for tips on how
to resolve billing inquiries.
© 2008 Citibank (South Dakota), N.A.
Citi, Arc Design and Citi with Arc Design are registered service marks of
Citigroup Inc.
DPTCITILTR0608
Citi Never Sleeps is a service mark of Citigroup Inc.
Important things to know—
starting with “We’re on it.”
Your billing inquiry is under way. You can be sure
we are working on it and we’ll keep searching for
answers until it’s settled. We want you to know that
you can rely on us to follow through and to contact
you if we need more information. When your billing
inquiry is resolved, we’ll let you know the outcome.
In the meantime, we’ve put together this brochure
to help you understand how billing inquiries work.
How long will this take?
Many inquiries are resolved within several days after
we receive requested information. In fact, 80% are
resolved in 60 days or fewer.
How will I know when it’s resolved?
We’ll notify you of the outcome of your
inquiry by letter or through a message on
your monthly statement like this sample:
Answers to questions you may have.
Why do I have to fill out this paperwork?
We are required to have on file your written,
signed statement, outlining your issues. We
may also need to provide the merchant with
your written statement.
Is there anything else I have to send?
We may contact you if the merchant asks for
additional documentation showing a credit is
due or if the merchant provides us with new
information that requires your response.
Why must my account be closed with certain
unauthorized transactions?
Safeguarding your account and credit history
is one of our primary concerns. With certain
unauthorized transactions, your account may
need to be closed in order to protect you.
What is a conditional credit?
When you dispute a charge from a merchant,
a conditional credit may be issued to your account.
A conditional credit is temporary and it applies until
your inquiry is resolved. Depending on the outcome
of the inquiry, the conditional credit will either
become permanent or be removed.
Can Citi® prevent a merchant from applying
future charges to my account?
We are required to apply merchant-submitted
charges to your account. You may dispute
inappropriate charges through the inquiry process.
Will Citi be able to get my money back?
We always work to resolve your inquiry to
your satisfaction. The results depend on the
circumstances of your inquiry.
On the back, you’ll find tips to help you resolve
your inquiry. You can help speed things along
by returning any requested paperwork promptly.
Please keep this brochure nearby to refer to
when you have questions about billing inquiries.