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. We will respond to your query within three (3) business days.
For submission of latest income documents:
Email to: firstname.lastname@example.org
Chat With Us Now:
For Confidential or account related questions:
For your protection, please Login to Citibank Online and connect with us through the live chat icon which is located at the Contact Us page.
For any general enquiries or feedback that is non-account related:
Contact our agents through this link https://chat.citibank.com.my/MY/WebChat/ or through the phone icon which is located on the right hand side.
Complaints Management Process
Should you have any complaint about the service provided to you, please call, log in to email or write to us 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 once you have logged in or in your 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:
Shariffah Ilyah Syed Omar / Alawiyah Abdullah
Client Care Unit
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.
However, if you still require to speak to us, please contact us via Live Chat, login to Email or call via Citiphone Banking and provide us your full details and the concerns raised so that we can revert to you in due course.
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:
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:
Contact details :
Bank Negara Malaysia (BNM)
Ombudsman for Financial Services
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
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)
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.