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: incomeupdate@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:

Shairuz Sheffie/Shariffah Ilyah Syed Omar
Client Care Unit
Citibank Berhad
Menara Citibank
165 Jalan Ampang
50450 Kuala Lumpur

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 : 603-26167766 603-26167766 / Fax : 603-26167601603-26167601
Website: www.akpk.org.my

(ii)

Other complaints

Bank Negara Malaysia (BNM)
BNMLINK Customer Service Center
Ground Floor D Block
Jalan Dato' Onn
50480 Kuala Lumpur
Tel : 1300-88-5465 1300-88-5465 / Fax : 603-21741515603-21741515
Website: www.bnm.gov.my
Email: bnmtelelink@bnm.gov.my


Or


Ombudsman for Financial Services (formerly known as Financial Mediation Bureau)

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

Ombudsman for Financial Services
(formerly known as Financial Mediation Bureau)

Level 14 Main Block
Menara Takaful Malaysia
No 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur.
Tel : 603-22722811603-22722811 / Fax : 603-22721577603-22721577
Website: www.ofs.org.my
Email: enquiry@ofs.org.my



Or

Securities industry Dispute Resolution Center (SIDREC)

SIDREC is an independent and one-stop dispute resolution service established by Securities Commission Malaysia to handle disputes related to capital market products and services.

Securities Industry Dispute Resolution Center (SIDREC)

Unit A-9-1, Level 9, Tower A
Menara UOA Bangsar
No. 5, Jalan Bangsar Utama 1
59000 Kuala Lumpur.
Tel : 603-22822280603-22822280 / Fax : 603-22823855603-22823855
Website: www.sidrec.com.my
Email: info@sidrec.com.my



Or

The Association of Banks in Malaysia via ABMConnect

ABMConnect is an avenue set up by The Association of Banks in Malaysia for consumers to clarify any doubts and verify information on conventional banking issues.

The Association of Banks in Malaysia

34th Floor, UBN Tower
10 Jalan P Ramlee
50250 Kuala Lumpur
Toll Free: 1-300-88-99801-300-88-9980 / Tel : 603-20788041603-20788041 / Fax : 603-20788004603-20788004
Website: www.abm.org.my
Email: banks@abm.org.my


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