CONTACT US

Contact Us

Contact Us

You may contact us via the following channels:

03-2383 0000 (KL)

03-2383 0000 (KL)

04-296 0000 (Penang)

04-296 0000 (Penang)

07-268 0000 (JB)

07-268 0000 (JB)

09-509 0000 (Kuantan)

09-509 0000 (Kuantan)

06-852 0000 (Melaka)

06-852 0000 (Melaka)

1800-82-1010 (Sabah & Sarawak)

1800-82-1010 (Sabah & Sarawak)

CitiPhone Self-service Phone Banking

Or

Email to us at:

For confidential or account related questions:

For your protection, please Log in to Citibank Online to send us your message via My Home Inbox

Compose and send us your secure mail


For any general enquiries or feedback that is non-account related:

You can email us (Please do not send your account related instructions or queries via this link!)


For submission of latest income documents:

Email to: updateincome@citi.com

Or

You may write to us and simply fax it to 03-2383 6666 03-2383 6666 or mail to the following address:

Citibank Berhad, Customer Service Center,
No 165 Jalan Ampang,
PO Box 11725, Kuala Lumpur.

Complaints Management Process

Should you have any complaint about the service provided to you, please call, email (Please Log In here), write or fax as per the details provided above. We are committed to treat your complaints seriously and resolving them as quickly and fairly as possible.

Please furnish us your full name, account number and/or IC number, your current contact details in your email (Please Log In here) or correspondence to us together with the specific nature of your complaint.

If you feel that your complaint has not been resolved in a satisfactory manner, you may then proceed to write to:

Lin Safira Samah
Head of Client Care Unit
Citibank Berhad
Menara Citibank
165 Jalan Ampang
50450 Kuala Lumpur
Fax: 03-27129009 03-27129009

Once we have received your letter, we will investigate further and endeavor to review your complaint equitably and fairly. Please provide us the appropriate telephone or mobile number for us to reach out to you.

If we anticipate that your complaint would take longer than 14 days to be resolved, our Client Care officer will update you on the progress accordingly.

After going through the bank's internal complaint process and you still feel that your complaint has not been resolved in a satisfactory manner, you may escalate your complaint further to the respective parties as follows:

(i)

For complaints relating to restructuring of loans

Agensi Kaunseling Dan Pengurusan Kredit (AKPK)

AKPK offers Debt Management Programme (DMP) which is available to all individuals who need assistance in managing their personal debts with financial service providers regulated by Bank Negara Malaysia, provided that:

  • You have a positive net disposable income after meeting all your expenses
  • Your total debt exposure does not exceed RM2 million
  • You are not under any advanced litigation process such as bankruptcy notice/creditors petition etc.
  • You are not adjudged bankrupt

Contact details :

Agensi Kaunseling Dan Pengurusan Kredit (AKPK)
Level 8 Maju Junction Mall
1001 Jalan Sultan Ismail
50250 Kuala Lumpur
Tel : 1800-88-2575 1800-88-2575
Website: www.akpk.org.my

(ii)

Other complaints

Financial Mediation Bureau (FMB)

FMB is an independent body set up to help settle disputes between customers and their financial institutions (FI). You have six months to forward your complaint to FMB from the date of our final reply.

For complaints, disputes or claims involving a financial loss, the amount claimed should not exceed RM100,000 (except for fraud cases involving payment instruments, credit cards, charge cards, ATM cards and cheques for which the limit is not more than RM25,000)

FMB will not consider complaints, disputes or claims relating to general pricing, product policies or services of the members, credit decisions (approval, rejection and rescheduling of loans), fraud cases (other than for fraud cases involving payment instruments, credit cards, charge cards, ATM cards and cheques for which the limit is not more than RM25,000), cases which are time barred or more than 6 years and cases that have been or are referred to the court and/or for arbitration.

Contact details :

Financial Mediation Bureau (FMB)
Level 14, Main Block,
Dataran Kewangan Darul Takaful,
4 Jalan Sultan Sulaiman,
50000 Kuala Lumpur.

Tel : 03-22722811 03-22722811 Ext 206/207 (Complaint Management Unit)
Fax : 03-2274577703-22745777

E-mail: enquiry@fmb.org.my
Website: www.fmb.org.my

Or

Bank Negara Malaysia (BNM)
BNMLink Customer Service Center
Ground Floor Block D
Jalan Dato' Onn
50480 Kuala Lumpur
Tel : 1300-88-5465 1300-88-5465
Website: www.bnm.gov.my
Email: bnmtelelink@bnm.gov.my

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