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

Currently all packages of services offer you a possibility to open current accounts in EURO, US dollars and Russian rubles. You have to remember that all foreign currency operations are subject to currency control regulations.

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

or go to www.mobile.citibank.ru.

You can dispute an unauthorized charge to your account.

Before disputing a transaction:

  • Please check your receipts, slips, statements, etc. to determine whether this or any other transaction originated at that particular merchant or ATM.
  • Please check if you have made any phone, mail or online orders or subscriptions.
  • Please also confirm with your supplementary cardholders that they did not authorize the charge.

!!! If you did not authorize the charge, you should get your card blocked immediately.

You can have your card blocked and re-issued:

  • by signing on to Citibank Online and clicking on the “Service Center” tab (for CREDIT CARDS only)
  • by calling CitiPhone
  • You can also block your card via the Interactive Voice Response system (IVR) by pressing '1' and then '2' in the IVR menu

To dispute a charge, you need to complete and submit to the bank a transaction dispute form together with copies of all available supporting documents (your receipts, slips, foreign travel passport if the transaction took place abroad) through the following channels:

  Disputing a credit card charge Disputing a debit card charge
Citibank Online (go to 'Service Center' and click 'Credit Card Dispute Resolution') Yes No
Website at www.citibank.ru (click on «Ask a question») Yes Yes
Fax +7(495) 589-2855 Yes Yes
Branch Yes Yes

After you have submitted your transaction dispute form, we will start the investigation. If we have any questions, we will call you on the contact numbers provided. Please check that your contact details are up to date via Citibank Online, CitiPhone Banking or branch.

The investigation timeframe is subject to the rules of Payment Systems (Visa/MasterCard) and depends on how soon the inquiries will be processed by all the payment system participants (Citibank, Visa/MasterCard, the acquiring bank, and the merchant). Dispute resolution typically takes 60-90 days but some cases may take up to 270 days. Citibank will use its best endeavors to settle the existing disputable situation and will inform you of the results of its investigation within ninety (90) days.

If, later on, you find any additional information, please provide it to the bank through any convenient channel.

If you are looking for our Branch or ATM location, you can simply find it by clicking Branches/ATMs.

For more information, you can contact our CitiPhone representative

For your PIL/CC delinquency questions please call us 8 (800) 700-77-55 (Russia toll free).

To call from another country please use +7 (495) 783-63-80

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.

We are sorry that you are leaving us, but if you have decided to close your Citibank account(-s) you can submit the application via Citibank Online (section Write to us), Russian Post (our address is 8-10, bld. 1, Gasheka St. 125047 Moscow) or apply Citibank branch. The application form can be downloaded from www.citibank.ru in the section Contact Us Forms. Your debit card will be closed automatically after account closure.