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Get all the information you need such as credit card/loan assistance, branch hours, available ATMs, and more.

Credit Cards
  • Will the Payment Grace Period still continue during the GCQ/MGCQ?

    The 30-day grace period provided under the Bayanihan to Heal as One Act only applied during the Enhanced Community Quarantine (ECQ) or Modified Enhanced Community Quarantine (MECQ). With the lifting of the ECQ and the MECQ in the country, starting June 1, 2020, regular charges and payment schedules will be applied to your account.

    Rest assured, reversals for applicable fees and charges during the ECQ/MECQ will still be processed. You will be notified once these have been posted to your account.

  • Will the fees and charges for Cash Advance, Citi Speed Cash, Citi FlexiBill, and Citi PayAll still be waived during the GCQ/MGCQ?

    The waivers for Cash Advance Service charge, Citi Speed Cash processing fee and Citi FlexiBill processing fee ended on May 31, 2020. Starting June 1, 2020, regular charges will be applied to your transactions.

    Citi PayAll transaction fees for new enrollments will continue to be waived until July 31, 2020.

  • The Bayanihan to Heal as One Act has been passed. Is my account now eligible for the 30-day grace period and Monthly Late Charge waivers? How about for Interest Charge waivers?

    All accounts with payment due dates that fall within the Covered Period of March 16, 2020 to May 31, 2020 are eligible for the 30-day grace period and waivers of fees and charges.

    Under the Bayanihan to Heal as One Act, the following fees and charges will be waived:

    Types of Fees and Charges Customers who paid the Total Amount Due in full for three (3) consecutive months prior to the Covered Period Customers who paid the Minimum Amount Due or made partial payments prior to the Covered Period
    Late Payment Charge Waived Waived
    Interest Charge Accrued Interest Charge on the unpaid portion of the Total Amount Due will be waived.

    Accrued Interest Charges on the following will be waived:

    • Unpaid portion of the Minimum Amount Due (excluding Past Due Amount/s and the interest portion of Instalment Amortizations)
    • Other fees and charges (e.g. Annual Membership Fee, Overlimit Fee, Processing Fee)

    We are also waiving the following fees for all customers:

    • From March 21, 2020 to May 31, 2020
      • Cash Advance service charge
      • Citi Speed Cash processing fee
      • Citi FlexiBill processing fee
    • From March 21, 2020 to July 31, 2020
      • Citi PayAll transaction fee for new enrollments
  • What is the Covered Period?

    The Covered Period is from March 16, 2020 to May 31, 2020.

  • My account was charged with Interest Charges, when will these be waived?

    Please expect the corresponding waiver of applicable fees and/or Accrued Interest Charges to reflect on your next Statement of Account (SOA).

  • What happens to the Minimum Amount Due that I was not able to pay?

    The unpaid Minimum Amount Due for accounts with payment due dates during the Covered Period will not be treated as a Past Due Amount in your next Statement of Account (SOA). Unpaid balances from your prior SOA will be carried over to your next SOA and form part of your new Total Amount Due.

    Your Minimum Amount Due is calculated as follows:

    • Your Total Amount Due if it is less than or equal to P500; or
    • The sum of the items below or P500, whichever is higher:
      • Any Past Due Amount;
      • Monthly Installments Due for the month;
      • Interest charge;
      • Late Charge; and
      • Total Amount Due less items 1 to 4, multiplied by the required payment percentage of 1%.

    Any unpaid monthly installment amortization/s, however, that were part of your previous Minimum Amount Due will be added to the Minimum Amount Due in your next SOA.

  • What will happen to the monthly installments that I was not able to pay?

    The monthly installment amortizations that were due for payment during the Covered Period will be added to the Minimum Amount Due in your next SOA.

  • Will I be charged interest for my unpaid monthly installments that will be billed in my next SOA?

    You will not be charged additional interest for the unpaid monthly installment amortization/s that were due for payment during the Covered Period. The unpaid monthly installment amortization/s will just be added to your new Minimum Amount Due in your next Statement of Account.

  • I have always paid my Total Amount Due in full. Will I be charged interest if I was not able to pay my Total Amount Due in full during this period?

    If you paid your Total Amount Due in full for three (3) consecutive months prior to the Covered Period, the Accrued Interest Charge on your unpaid Total Amount Due with due dates from March 16 to May 31, 2020 will be waived.

    If you did not pay your Total Amount Due in full for three (3) consecutive months prior to the Covered Period, the Accrued Interest Charge on the unpaid portion of the Minimum Amount Due (excluding Past Due Amount/s and the interest portion of installment amortizations) with due dates from March 16 to May 31, 2020 will be waived.

  • Will non-payment of my Minimum Amount Due or Total Amount Due during the Enhanced Community Quarantine have a negative impact on my Credit Bureau Records?

    The status of your account as of the statement generated prior to the Covered Period will apply.

  • I paid in full last month and I availed of the relief, how come I see interest being charged?

    If you paid your Total Amount Due in full for three (3) consecutive months prior to the Covered Period, the Accrued Interest Charge on your unpaid Total Amount Due with due dates from March 16 to May 31, 2020 will be waived.

    Please note that the Implementing Rules and Regulations (IRR) for the Bayanihan to Heal as One Act was issued on April 1, 2020 and Memorandum No. M-2020-018 was issued by the Bangko Sentral ng Pilipinas on April 6, 2020. At this time, we are in the process of making the required adjustments to our system to be able to fully implement the requirements of these issuances. We will reverse any relevant interest that may have been automatically charged to our cardholders’ accounts as applicable before we are able to fully implement the required changes. We also wish to mention that currently, we are operating on skeletal force and that you may continue to see an interest charge on your April 2020 and/or May 2020 statements and request your patience as we need time to make the necessary adjustments.

  • Does the grace period apply to my Credit Shield policy?

    Yes, the 30-day grace period is also applicable to your Credit Shield policy. This will cover premiums due from
    March 16 to May 31, 2020.

  • Will my Simplicity+ account qualify for the 10% Interest Rebate if I avail of the payment relief program?

    Yes. Your account will still qualify for the 10% Interest Rebate. Note that for Simplicity+, the 10% Interest Rebate is only computed on Interest Charges on Retail Purchases and Cash Advances from your previous Statement of Account.

  • I have more than one credit card. Will all of my cards be eligible for the grace period and waiver of fees and charges?

    If your Citi credit cards have payment due dates during the Covered Period, then yes, your credit card accounts are eligible.

  • Are Supplementary cards covered?

    The purchases and balances of a Supplementary card account are billed together with the Principal card account that it is linked to. If the Principal card account has a payment due date from March 16, 2020 to May 31, 2020, then Supplementary card accounts, if any, are covered.

  • My Annual Membership Fee was billed during the Covered Period. Will you be waiving that as well?

    No. Under the Bayanihan to Heal as One Act, only the fees and charges that were imposed as a result of non-payment/partial payment of credit card dues will be waived.

  • How do I pay my Citi Credit Card bill during the Enhanced Community Quarantine?

    You may pay your Citi Credit Card bill via Citibank Online, the Citi Mobile® App or through the online and mobile channels of bank and e-wallet partners.

    With Citibank, N.A Bank Deposit Account? Channel Action
    YES Citibank Online (www.citibank.com.ph)
    • Log on by keying in your Username and Password.
    • Click on Make a Payment/Transfer from the Payments & Transfer menu at the top.
    • From the My Accounts list, select the Citibank® Credit card that you wish to pay for.
    • Select the source account. Indicate the amount to be paid. Click on Continue.
    • Review the details of the payment then click on Confirm and Pay.
    Citi Mobile® App
    • Log on using your Citibank Online account password and select the credit card you want to pay.
    • Click on the Remaining Statement Balance tab to check your Statement Balance and Minimum Amount Due.
    • Click on Pay and select whether you want to pay the Current Balance or any amount other than that.
    • If you choose Any Amount, you will have to input your desired amount then click on Pay. If you chose Current Balance, you will be directed to the payment details page immediately.
    • Your screen will now reflect your Citibank, N.A. bank account as your payment Source Account. Click on Pay to proceed.
    NO

    BDO, BPI, Metrobank, Unionbank

    Bancnet Partner Banks

    • Log on to your bank’s website or mobile app.
    • Select Pay Bills/Payments.
    • Choose Citibank Credit Card as your biller/payee.
    • Enter Citi credit card number and amount to be paid.

    *Exact process for each bank may differ. Pre-enrollment of credit card number may be required. Visit your bank's website for details.

    GCash
    • Log on to the GCash mobile app.
    • Select Pay Bills.
    • Select Credit Cards in the biller categories.
    • Choose Citibank MC/VISA.
    • Enter Citi credit card number and amount to be paid.
  • Credit Card Delivery

    There may be some delays in the delivery of your credit card. Regular operations will resume once the Enhanced Community Quarantine has been lifted.

Personal Loans
  • Will the Payment Grace Period still continue during the GCQ/MGCQ?

    The grace period provided under the Bayanihan to Heal as One Act only applied during the Enhanced Community Quarantine (ECQ) and Modified Enhanced Community Quarantine (MECQ) for Citi Personal Loan amortization/s due on March 16-May 31, 2020. With the lifting of the ECQ and the MECQ in the country, starting June 1, 2020, payment schedules will resume and fees and charges will apply on late payments.

    Rest assured that reversals of fees and charges during the ECQ/MECQ will still be processed. You will be notified once these have been posted to your account.

  • Can I still avail of a loan tenor extension after May 31, 2020?

    Given that tenor extensions were only available during the period covered by the Bayanihan to Heal as One Act, we can offer you restructuring programs for your Citi Personal Loan/s instead. If you are interested, please send an email to ph.creditadvisers@citi.com and we can have one of our Credit advisers assist you. As we are currently operating on a skeletal workforce, please expect a reply from us within 5 business days.

  • Who is qualified for the grace period offer?

    All Citi Personal Loan and Citi Salary Loan customers with check/due dates from March 16 to May 31, 2020.

  • What are my available options for my Citi Personal Loan account?

    Citi sent an SMS or an email regarding the available options for your account. There are three options for you:

    • Have your check/s/auto-debit instruction deposited/executed as scheduled; or
    • Avail of a payment holiday which gives you a 30-day grace period from your payment due date; and/or
    • Avail of a loan tenor extension which gives you a 30-day grace period and move your loan maturity date to one/two month/s later subject to accrued interest charges.
  • What do I need to do to avail of any of these options?

    You simply need to reply to the SMS or email we have sent you to choose the option you prefer to take otherwise your check/s/auto-debit instruction will be deposited/executed as scheduled.

  • What happens if I did not receive an SMS or email regarding the payment holiday?

    You may call Citiphone at (632) 8995 9999 if you wish to avail of a payment holiday and/or tenor extension.

  • What happens if I did not reply to the SMS or email within 24 hours?

    Your check/s/auto-debit instruction will be deposited/executed as scheduled. However, if you still wish to avail of a tenor extension, please call Citiphone at (632) 8995 9999 on or before May 15, 2020.

  • What happens if I avail of a payment holiday?

    This means that your Payment Due Date in April will be extended by 30 days. Your Total Amount Due on your extended payment due date will be equivalent to 2 months Your April check will be deposited along with your May check on your extended Payment Due Date.

    Example: Payment Due date – April 24
    April Total Amount Due = P2,000 (April Monthly Installment Amount)
    Extended Payment Due Date – May 24
    May Monthly Installment Amount = P2,000
    New (May) Total Amount Due = P4,000

  • What does loan tenor extension mean?

    Loan tenor extension is a one/two-month/s extension on your loan maturity date subject to accrued interest charges.

    This means that on your extended Payment Due Date, your Total Amount Due will only be equivalent to your Monthly Installment Amount for one month. However, please note that the loan maturity date of each of your active loans will also move by one month. Accrued interest charges equivalent to the interest portion of the monthly installment will also apply.

    You will need to issue new Post-Dated Checks (PDCs) for the last Monthly Installment Amount of each of your active loans as well as for the accrued interest. We will contact you again to finalize the schedule of submission of your new PDCs to cover the new Loan Maturity Date as soon as regular operations resume.

    Example: Payment Due Date – April 24
    Total Amount Due = P2,000 where P1,500 is Principal & P500* is Interest
    Loan maturity date = November 24, 2020 (last check)

    Extended Payment Due Date – May 24
    Total Amount Due = P2,000 (May Monthly Installment Amount)
    New Loan Maturity date = December 24, 2020 – issue new check dated
    December 24, 2020 amounting to P2,500 representing Monthly Installment Amount of P2,000 and accrued interest of P500*.

    *Accrued interest may also be paid earlier in full or staggered basis.

  • What will be the impact of the non-payment on my account during the Enhanced Community Quarantine (ECQ) period?

    We will make necessary adjustments to ensure that your account remains in the same credit standing as it was prior to the ECQ period.

  • What will happen to the post-dated check/auto-debit instruction for my upcoming Payment Due Date?

    In the event that you did not opt for any payment holiday and/or tenor extension, your post-dated checks/auto-debit instruction will be deposited/executed as scheduled. However, if you availed of the payment holiday and/or tenor extension, your post-dated check/s/auto-debit instruction will be deposited/executed on your extended Payment Due Date.

  • How much is the accrued interest that I need to pay when I avail of a tenor extension?

    The accrued interest is equivalent to the interest component of your Monthly Installment Amount for the month/s that you requested for tenor extension.

  • When do I need to pay the accrued interest for the tenor extension?

    We will send you another advisory on how you will be requested to pay the accrued interest and when it will reflect on your Statement of Account.

  • Why am I charged an accrued interest for availing a tenor extension?

    In line with BSP Frequently Asked Questions for Implementing Rules and Regulations (IRR) of the Bayanihan to Heal as One Act, the outstanding principal balance which has been deferred is subject to accrued interest.

  • Why are there reversal transactions in my account?

    For accounts where payment holiday has been processed, we have reversed fees and charges posted to the account due to delay/non-payment of monthly installment.

  • Why was my previous check negotiated/auto-debit instruction executed during the ECQ period?

    • For Mar 16-Apr 2 payment:

      By the time the IRR for the Bayanihan to Heal as One Act on loans were issued, we had already processed the check/s for the respective due dates. However, in an event that check could not be cleared/payment not made, we have made necessary adjustments to reverse bounced check fee, late charge and finance charge.This payment can be made on or before the extended Payment Due Date. You may be rest assured that this extension of the Payment Due Date will not have a negative effect on your credit standing.

    • For Apr 3-12 payment:

      • Post-Dated Check Payment:
        No reply was received on the SMS that was sent by Citi.
        As such, we noted that you are okay to fund your checking account/nominated deposit account this month with your Monthly Installment Amount that were/was due during the ECQ period.
      • Auto-Debit Arrangement:
        Since the IRR for the Bayanihan to Heal as One Act on loans was only issued on April 1 and our turnaround time to cancel your Auto-Debit processing is 10 business days, we have already processed the auto-debit instruction for your account on your Payment Due Date. However, in an event that payment could not be made, we have arranged necessary adjustments to reverse late and finance charges. This payment can be made on or before the extended Payment Due Date. You may be assured that this extension of the Payment Due Date will not have a negative effect on your credit standing.
    • For Apr 13-30 payment:

      • Post-Dated Check Payment/Auto-debit payment:
        No reply was received on the SMS that was sent by Citi.
        As such, we noted that you are okay to fund your checking account/nominated deposit account this month with your Monthly Installment Amount that were/was due during the ECQ period.
  • My checking account incurred bounced check fees. Will Citi shoulder that amount too?

    Citi will shoulder the bounced check fee that your drawee bank will charge you. We will issue a refund and credit your Citi credit card. Kindly advise us of the amount that will be charged to you by providing a copy of the statement of account with the posted bounced check fee of your drawee bank.

    Please provide us the credit card number where you want the credit to be posted to. Or if you have a bank account where we can deposit the amount, kindly advise Citi of your bank details.

  • What happens if the ECQ is extended beyond May 31?

    We will get back to you on further actions should the ECQ get extended based on government direction.

  • I do not know when I’d be able to afford the repayment of my loan again. Do I have other options to assist me with the repayment of my outstanding balance?

    We also offer restructuring programs for Citi Personal Loan. If you are interested, please let us know and we can have one of our Credit advisers assist you. You may send an email to ph.creditadvisers@citi.com. As we are currently operating on a skeletal workforce, please expect a reply from us within 5 business days.

  • I want to extend my tenor, but I cannot issue any more checks. Can I still proceed with the tenor extension request?

    You will need to issue post-dated check/s for your new loan maturity date. If you will need to order a new check booklet, you may just advise us when it will be available so we can schedule your check pick-up at a later date. We will be initiating the check pick-up when our regular operations resume.

Banking/Wealth Centers
  • Branch Safety Measures

    • Temperature check done upon entry.
    • All machine PIN pads and screens, door handrails, and phones sanitized every 30 minutes.
    • Client meeting rooms and common areas disinfected every hour.
    • Sanitizers distributed in key areas of the branch free for use of clients.
  • Citibank Branch/ CFSI* Wealth Center Operating Hours
    (Mondays to Fridays excluding holidays)

    • Greenhills: 9 A.M. to 3 P.M.
    • Makati: 9 A.M. to 3 P.M.
    • Cebu: 9 A.M. to 2 P.M.

    *Citicorp Financial Services and Insurance Brokerage Phils, Inc. (CFSI)

  • Available ATM (as of March 31, 2020)

    • Only valid for the duration of the Enhanced Community Quarantine.
    • Open 24/7
      Area Location
      Alabang Puregold Supermarket, Molito Complex
      Ground Floor, Insular Life Corporate Centre
      Cebu Ground Floor, Citibank Cebu Branch
      Pasay Lower Ground Floor, Sofitel Hotel
      Quezon City Ground Floor, Citibank Square Building
      San Juan Ground Floor, Citibank Greenhills Branch
      Taguig Ground Floor, Citibank Plaza
      Ground Floor, Shangri-La BGC
      Makati Ground Floor, Citibank Makati Branch
      Ground Floor, Makati Shangri-La Hotel
      Manila Polo Club
      Limited to mall hours/building hours
      Area Location
      Mandaluyong Lower Ground Floor, EDSA Shangri-La Mall
      Taguig Basement 1, Central Square BGC
      Pasay 2nd Floor, US Embassy (Exclusive to US Embassy employees only)
      Mandaluyong Branch Lite: ADB (Exclusive to ADB employees only)
  • Daily ATM Withdrawal Limits

    Citibanking Citi Priority Citigold
    Domestic Citi ATM withdrawal $3,000 $3,000 $5,000
    Domestic Other Bank withdrawal (BancNet) P40,000 P40,000 P40,000
    International Citi ATM withdrawal $3,000 $3,000 $5,000
    International Other Bank withdrawal $3,000 $3,000 $5,000

    Daily Debit Card Point of Sale Limits

    Citibanking Citi Priority Citigold
    Up to P100,000 P150,000 P250,000

    *The daily retail purchase limits above are only applicable to purchases routed through the Mastercard network.

  • Debit Card Delivery

    • There may be some delays in the delivery of your debit card. Regular operations will resume once the Enhanced Community Quarantine has been lifted.
Digital Services

For details on how you can pay your Citi credit card bill, visit www.citibank.com.ph/payments.

Secure banking from your phone and computer in three easy steps

  • Step 1

    Step 1

    Click on App Store logos or the Register now link to get started

  • Step 2

    Step 2

    Enter ATM card or credit card details

  • Step 3

    Step 3

    Choose a user ID with password, and start banking

Citi Mobile App Citi Mobile® App
   
Citibank Online
Register now
Forgot your password? >

Services and Features Citibank® Online Citi Mobile® App
Account Information
View account summary, balances, and transactions
Global view of accounts
View and download statements
Payments & Transfers
Pay bills
Transfer funds locally and abroad
Citi PayAll (Pay your rent, children's education, general insurance premiums, memberships, retainer and professional fees with your Citi credit card)
Set up new payees
Set up scheduled payments and transfers
Account Management
Update your personal information and contact details
Activate your debit and credit cards
Change debit card & credit card PIN
Temporarily lock your credit card
Customer Service
Send a secure message
Rewards redemption
Request for checkbook
Initiate ATM cardless cash withdrawals
Other Services
  • Updated Fund Transfer Schedules

    • Effective March 17, 2020
    ACTIVITY CUT-OFF TIME
    Funds transfer via branch
    (Over-the-Counter, Applicable on banking days only)
    Local: 11:00 AM
    International: 3:00 PM
    Funds transfer via PESONet
    (through Citibank® Online)
    1:00 PM
    Check clearing
    (via Over-the-Counter and Check Acceptance Machine, Applicable on banking days only)
    11:00 AM
  • Alternative Branch Transaction Channels

    Transaction Type Where to perform transactions
    Cash deposits of less than P500,000 Cash Deposit Machine in the branch
    Online banking facilities of all BancNet member banks via funds transfer
    Citi credit card payments in cash of less than P500,000 Cash Deposit Machine in the branch
    Online banking facilities of all BancNet member banks via bills payment
    All check deposits or payments
    (Cut-off for same day processing: 11AM, Applicable on banking days only)
    Check Acceptance Machine
    Cash withdrawals Citibank ATMs or any other ATM in the Philippines
  • Statement Delivery

    During the Enhanced Community Quarantine, delivery of paper statements may not be available. You may access your statements through the following:

    How to view on the Citi Mobile® App

    (For customers with Citi credit cards)

     

    icon

    Open the Citi Mobile® App.

    icon

    Click 'Remaining Statement Balance' .

    icon

    Click the Month & Year.

    icon

    Choose Month & Year you want to view.

    icon

    Click done and click PDF.

    How to view on Citibank® Online

    (For customers with Citi credit cards and/or bank accounts)

     

    icon

    Log in to your Citibank® Online Account and click download recent statements found on the right side of the screen.

    icon

    Enter your One-Time PIN.

    icon

    Select Year and Date of the statement you want to view.

    icon

    Proceed to download to view your statement of account.

    For the convenience of some clients, we have enrolled them in Citi e-Statements and they will be receiving their statements in their email inboxes.

Account Security

Credit Card and/or Debit Card Transaction Authentication via 2-way Communication Service

  • Via SMS

    • Notification: You will receive an SMS alert about a suspicious transaction from either of the following numbers:
    • Confirmation: To confirm transaction, you will need to reply to the SMS with either a Y or a N.

  • Via Email

    • Notification: You will receive an email alert from: securityalert@security2.citi.com
    • Confirmation: To confirm transaction, you will need to reply by clicking on either the Yes or No buttons in the email.

If no response is received from you through SMS or email: You will receive an automated voice call from +63 8299 3753+63 8299 3753.

  • Follow the voice prompt to confirm the transactions listed.

To receive alerts about suspicious transactions, make sure your contact details are up-to-date.

Donations
lazada

Share donation vouchers, food and care packages and personal protective equipment by purchasing these via LazadaForGood with your Citi credit card.

Step 1

Go to https://lzd.co/LZDForGoodCITI or click on the “Combat COVID-19” banner on the Lazada mobile app.

Step 2

You may choose to donate to the following organizations supported by Lazada:

  • Caritas Manila
  • Philippine Red Cross
  • UNICEF
  • Virlanie
  • World Vision
  • Project Pearls
  • Tulong sa Kapwa Kapatid
  • Life Cycles
  • Save San Roque
  • Tahanan ng Pagmamahal
  • Spring Rain
Step 3

Use your Citi credit card to confirm your donation.


To ensure that your online transactions are secure, kindly refrain from sharing your One-Time PIN and CVV with anyone via SMS or call.

The non-governmental organizations (NGOs) listed here are recommended by our partner and not endorsed by Citi.