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What can we help you with?

What can we help you with?

Online Banking

Don't worry. If you've forgotten or lost some of your log-in details, just follow these simple steps. You'll need to have your account details on hand.

  1. Click on the "Forgot your Username?" or "Forgot your Password?" link from the Citibank Online login panel
  2. Select the account type that best describes your account.
  3. Key in all the requested details and follow the steps accordingly.

And you're all done. Remember to keep your login and password details to yourself.

Changing your password is easy. Just follow these simple steps:

  1. Login to Citibank Online from the Citibank homepage or the Citibank Online login panel
  2. Upon logging in, click on the "Services > My Profile" tab.
  3. Under "My Profile", click "Change Password".
  4. Follow the steps outlined.

Creating a username and password for your credit card or debit card is easy and should only take around 5 minutes. Just follow these simple steps. You'll need to have your account details on hand.

  1. To create your username and password, click on "First time user? Register now", from the Citibank homepage.
  2. Select the account type that best describes your account.
  3. Read and accept the Terms and Conditions.
  4. Key in all the requested details and follow the steps accordingly.
  5. Now enter your desired username and password. Be sure your password meets the requirements.

And you're all done! You should now be able to login to Citibank Online anytime, anywhere. If you're still having trouble, you can watch an online demo at http://www.citibank.com.my/english/demo/index.htm

For existing cardmembers

If you'd like to temporarily increase your credit limit, please login into Citibank Online, locate "Services". Next, select "Credit Card Services" and click on "Temporary Credit Limit Increase". Alternatively, you could phone us at anytime with CitiPhone Banking:

If you'd like to permanently increase your credit limit, please download and complete this form <http://www.citibank.com.my/english/docs/pdf/existing-cardmembers/PICL-form.pdf> and mail/fax it to the address/fax number stated on the form. It normally takes 14 working days to review your request.

All requests are subject to approval.

If you think there's been a charge on your account that you did not authorize, we can help by initiating a dispute on your behalf. We'll need you to forward a signed and completed dispute form <http://www.citibank.com.my/english/docs/print-forms/creditcard/cc_disputed_transaction.pdf> by fax (03-2383 6666) or by mailing it to:

Citibank Berhad,
Core Ops Chargeback Unit,
Level 17, Menara Citibank,
No. 165, Jalan Ampang,
50450 Kuala Lumpur

It normally takes 60 calendar days to investigate a dispute. Please note that depending on the nature of your dispute, we may suggest that you block your card in order to avoid further unauthorized transactions.

You can check on the status of your dispute by:

  • Login into Citibank Online.
  • Once logged in, go to the top navigation menu of the web page, then click "Contact Us".
  • Then click "Contact Us" (with an envelope icon beside it).
  • Under "My Message", click "Drafts".
  • Then click "Compose Mail".
  • Or mail your (signed) request to:

    Channel Support Unit
    Citibank Berhad,
    Menara Citibank,
    PO Box 12774,
    50788 Kuala Lumpur.

  • Or call us at CitiPhone:

Kindly download the cancellation form here and mail/fax to AIA Bhd. It takes within 5 - 7 working days for the cancellation to take effect. Alternatively, you may contact AIA via:

Write in: Call: Fax:
AIA Bhd
New Business – Credit Life
Wisma AIA
99, Jalan Ampang
50450 Kuala Lumpur
1800 38 3464 1800 38 3464 03-20562391 03-20562391

e-Statement

e-Statements become available 2 - 3 days after your statement date. Please note that for credit card statement, no statement will be generated if there are no retail transactions or if you have a credit balance of less than RM10.

There are a number of scenarios that may prevent you from viewing your e-Statement. Here are the most common suggested solutions:

  • If you don't know your password, the default access code is your date of birth in a ddMmmyyyy format, where the first letter of the month is uppercase. Example: 01Jan2007
  • To view e-Statements, you will need Adobe Reader (Version 7.0 or above) installed on your computer. This free software is available to download at http://www.adobe.com/reader
  • Try clearing your browser's cookies and cache.
  • Make sure your browser allows pop-ups from Citibank.

Try looking in your "deleted" or "junk/spam" mail folders. Make sure to add us ("@citi.com") to your list of safe senders.

You can also view your e-Statement via Citibank Online. Just log in and locate "Services", then select My Profile. Click on e-Statements and e-Advices and then View e-statements

e-Statements minimize paper clutter and help the environment by using less paper. If you'd still prefer to receive paper statements instead however, simply follow these easy steps:

  1. Login to your Citibank Online account from the Citibank homepage or the Citibank Online login panel.
  2. Click on "Services" and select "My Profile".
  3. Under "e-Statements and e-Advices" click on "Enroll/Edit e-Statement".
  4. Finally, click "De-enroll e-Statements".

And you're done. You'll stop receiving e-Statements from the start of your next statement cycle.

Credit card application

Just fill out our online credit card application here. Apply now

You can also contact our Cards Telemarketing Department at 1300 13 5555 / 2383 8111 (9.00am to 6.00pm).

It takes up to 14 working days to process your credit card application. You can however check your application status through our easy to use Interactive Voice Response (IVR) service! Just dial a number below and follow the simple steps:

  • After dialing, select your language of choice: 1 for English, 2 for Bahasa Malaysia or 3 for Chinese.

    • To check on your application status, press *2.
    • For credit card application status, press 1.
  • Lastly, input your new IC number followed by the # key.

Your card is sent to you within 4 - 5 working days from the date of issuance. If it still hasn't arrived, don't hesitate to contact us at CitiPhone:

It depends on the promotion, but you should receive your gift within 6 - 8 weeks after the promotion end date or your card approval date. If you would like to inquire about a missing gift,

  • Login into Citibank Online.
  • Once logged in, go to the top navigation menu of the web page, then click "Contact Us".
  • Then click "Contact Us" (with an envelope icon beside it).
  • Under "My Message", click "Drafts".
  • Then click "Compose Mail" to drop us an e-mail.

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