Frequently Asked Questions

Please find the answers to a series of frequently asked questions (FAQ) we get from our customers. We hope that you will find this information useful.

You may find below links to special FAQs on the following subjects:

If you are not our customer yet, please scroll down to find some basic questions and answers on our main products:

To apply for AO Citibank Banking Services you need to supply the following documents:

Employees of companies should provide:

  • Filled out Application form (which you can print from Application forms section)
  • Copy of passport (RF passport for RF citizens.) plus copy of Russian visa for non-residents;
  • "Individual Income tax" form** No.2 from your employer's HR department for at least previous 3 months.

* NDFL #2 form from your employer's HR department for at least previous 3 months according Russian Federation legislation is required if applying for Citigold package.

** These documents are optional for residents of the Russian Federation.

Self-employed individuals should provide:

  • Filled out Application form (which you can print from Application forms section);
  • Copy of passport (RF passport for RF citizens.) plus copy of Russian visa for non-residents;
  • Copy of Tax declaration for the last year;
  • Registration certificate of entrepreneur.

* NDFL #2 form from your employer's HR department for at least previous 3 months according Russian Federation legislation is required if applying for Citigold package.

All documents in foreign language must be accompanied by Russian language notarized translation (or copy of translation).

AO Citibank reserves the right to ask for any additional documents at any time.

Citibank Moscow doesn't offer just accounts, we offer you a package of services. All details for each package you can find in CitiOne or Citigold

Yes you can, but you have to remember Citibank Moscow doesn't offer just card, we offer you a package of services. All details for each package you can find in CitiOne or Citigold

No, but our CitiPhone representative would be pleased to provide you with the relevant information.

No, generally speaking Citibank Russia only makes transaction with accounts holders.

No, but CitiPhone representative is ready to give more information.

Citibank card holders receive special treatment at leading merchant networks, discount programs with different merchant partners - please refer to our Citibank Online.

Please visit Branches and ATM's to get detailed information about Citibank opening hours. All our ATMs, Citibank Online and CitiPhone IVR are available 24hr a day, seven days a week. CitiPhone bankers are available to answer your call on weekdays between 8 a.m. and 8 p.m. Moscow time.

For account balances & transaction details: Use our electronic banking system Citibank Online which gives you real-time access to your account information. Other enquiries: Please contact our CitiPhone

Yes, you can make it in Rubles, EURO and US Dollars. The best way to do it is to use our electronic banking system Citibank Online.

Yes, you can do it. For more details about Deposits please refer to Time Deposit section of our site. The best way to do it is to use our electronic banking system Citibank Online.

If you do not use some of your accounts for a long time, we make them «inactive» for security reasons. In order to link a card and to resume transactions using such account, you need to activate it via Citi Mobile® or Citibank® Online. It’s very simple — log in to Citi Mobile® or Citibank® Online and click «Activate» button under the relevant account.
By the way, you can also link a card to your account via Citi Mobile® or Citibank® Online.

Not a Citi Mobile®user yet?

Download the app now

If you disagree with the amount of a charge or haven't authorized the charge, you can dispute the transaction.

Important! If your card has been lost or stolen, you must immediately block the card and have it replaced with a card with a new number using Citibank® Online.

You can dispute your card transaction through Citibank® Online by doing the following:

DEBIT CARD

1. Go to «Service Center» → «Write to Us» → «Order Document/Send Request».

2. Select the product type — «Debit Card» and choose «Dispute a Card Transaction».

3. Describe the problem, attach the documents relevant to the disputed transaction, and press «Next».

4. Check the details and press «Send».

CREDIT CARD

1. Go to «Service Center» → «Card Dispute Resolution».

2. Select the credit card, the transaction you wish to dispute, and press «Dispute this transaction».

3. Select the dispute reason, upload supporting documents, and press «Next».

4. Check the details and press «Confirm».

Please read our step-by-step guide before initiating your dispute request.

If you fail to make a withdrawal with your debit card at a non-Citibank ATM, you can also make a complaint through Citibank® Online by going to «Service Center» → «Write to Us» → «Order Document/Send Request» → «Withdrawal at a non-Citibank ATM».

Please note that the investigation timeframe depends on the type of disputed transaction. An investigation will take 30 days in the case of domestic transactions and 60 days in the case of overseas transactions.

These are transactions involving items that are directly convertible to cash. Quasi-cash transactions include, but are not limited to, topping-up web wallets, purchasing travelers cheques, lottery tickets, etc.

The Credit Card Terms and Conditions for Consumers provide that Citibank may treat such transactions as cash advances.

The credit card software allows Citibank to distinguish quasi-cash transactions from ordinary purchases of goods or services and treat those as cash advances.

Quasi-cash transactions are automatically recognized as such based on data received from MasterCard and Visa.

Rewards are only earned on purchases of goods or services. Quasi-cash transactions do not qualify as such and, therefore, earn no rewards.

Quasi-cash transactions are treated as cash advances and, therefore, do not qualify for the grace period. As in the case of cash advances, interest begins to accrue once your card has been charged. Besides, quasi-cash transactions reduce the available cash advance limit on your card.

Unfortunately, Citibank's internal systems do not allow for individual limits on any transactions, whether quasi-cash or not.

The most popular merchants where the overwhelming majority of quasi-cash transactions take place include:

  • epaysystem;
  • Exist;
  • Platezh;
  • RBK Money.

Saying good-bye is never easy, and we very much want you to stay. If, however, you still want to terminate your banking services agreement and close your account(s) with Citibank, you can do it in two steps.

1) Make sure you have a zero balance in your account(s) — 0.00, and no accrued but unpaid fees: this information is shown on your last account statement under «Outstanding Fees and Commissions».

It’s only then that we will be able to close your account(s) and terminate the banking services agreement.

2) Sign on to Citibank® Online, go to «Service Center» -> Write to Us" -> «Order Document/Send Request» and complete a request form as per the instruction.

If you have no access to Citibank® Online, you can mail your closure form to us at 8-10, bldg. 1, Gasheka St., Moscow, 125047. The form is available for download under «Forms».