Card Benefits FAQs
Where can I get information about other Citi products and services?
Go to the Citi.com website.
How do I cancel a program or service I enrolled in?
Simply sign on and select the program or service you want to cancel. You will find the Customer Service number to call to cancel along with the hours of operation.
How will I be billed for programs or services offered through Citi?
Programs and services offered through Citi, for which there is a charge, include information in the offer materials for how the charge will be billed. If the program or service is offered through a Citi credit card, in most situations it will be billed directly to the selected Citi® Card. For information about a specific program or service, please refer to the offer materials or call Citi customer service at 1-800-347-4934 TTY: Use 711 or other Relay Service
Why did some of the programs and services disappear once I signed on?
When you sign on, we show you only those benefits that come with your Citi® Card, as well as the programs and services you already have or are eligible for.
I signed up for other protection programs and services, why can't I see them on the My Benefits page?
Not all protection programs and services are included on the Benefits page. If you have a question about another program billed through your Citi card that is not displayed, please call the customer service number on the back of your card.
Next to some programs or services, I see a plus sign. What does this mean?
When you see a plus sign, it means the program or service is available to you at no cost if you take an action to be able to use the program or service, (e.g., enroll in the program, download an App., etc.).
Why have some items from the My Benefits page disappeared?
There could be a number of reasons for this, including:
- If your credit card was closed and you were issued a new card, the built-in benefits that come with the new card may differ from your old one.
- The program or service has been cancelled.
If you have any questions, please call the number on the back of your card.
Why aren't all of my Citi cards displaying on the My Benefits page?
In most cases, all the cards linked to a specific User ID and password will be displayed on the My Benefits page. There are some exceptions, including most Business Cards and Professional Cards.
Do my built-in benefits differ for each of my Citi® Cards?
Each Citi® Card comes with specific built-in benefits and they can vary by the type of credit card you have.
Why is a Citi® Card I closed still showing on my online account?
Your card will continue to show online after you close your account for several reasons. These reasons can include: 1) programs and services added to or billed to the account are not yet cancelled and/or expired, or 2) you still have a balance on your account. If you do not want the card account to show online, delink it from your Citi Online account by going to the Account Management tab and select 'Link/Unlink Accounts'. If you have questions, please call the number on the back of your card.
Credit and Account Protection
Why is Citi providing me with my FICO® Score?
We think it’s important to provide our cardmembers with free access to information that will help them understand and stay on top of their credit status. That’s why we’re providing you with your FICO® Score and information to help you understand it.
Where did Citi get my FICO® Score from?
Citi partners with FICO and Equifax, one of the major credit reporting agencies, to be able to provide you with your FICO® Score.
How often is my FICO® Score updated on Card Benefits?
Citi gets a refreshed FICO® Score on a monthly basis. The “as of” date represents the date the score was pulled at Equifax. The score is made available to you about 10 days later to allow time for Citi to validate the information.
What score model was used to calculate my score?
Your FICO® Score is calculated based on data from Equifax using the FICO® Bankcard Score 8 model and is the same score we use to make credit decisions to existing accounts. This model has a FICO® Score range from 250 through 900.
Why is this score different from other scores that I received from somewhere else?
The FICO® Score Citi provides is based on information from your Equifax credit report based on the “as of” date included with your score. This may differ from scores you obtain elsewhere that may have been calculated at a different time using information from a different credit bureau or even a different score model. If you have additional questions regarding the FICO® Score model and how it’s calculated, please refer to the FICO® Score FAQ and Understanding FICO® Scores links under the “Useful Links” section below.
Where can I get a copy of my credit report?
If you want to understand what’s in your credit report, you can request your free annual credit report from www.annualcreditreport.com. You’re able to pull one free credit report each year from each of the credit reporting agencies. After pulling your credit report, if you have any questions, you can call the number provided on your report.
What if I have questions about my FICO® Score or Key Factors?
Your FICO® Score and Key Factors were provided to Citi as they correspond to information within your Equifax credit report based on the calculation date (i.e., “as of” date). If you feel this information is inaccurate, you can request a free annual credit report from Equifax at www.annualcreditreport.com. If you have additional questions after reviewing, please contact Equifax at the number provided within your credit report. You’ll be able to speak with a representative for additional help. Be sure to have the Reference Number included with your credit report when speaking with Equifax.
What if I don’t agree with what is in my Equifax credit report?
Please go to Equifax Credit Report Assistance to initiate or check the status of a dispute.
Why don’t I see my FICO® Score when I log onto my account?
Your score won’t be available if:
- You’re an authorized user on someone else’s account
- You have a joint account
- The billing statement is not in your name
- You recently opened a new account (it may take a few weeks to display)
- Your card currently does not offer this benefit
- Your credit card account is no longer active
How does Citi use FICO® Scores?
FICO® Scores are just one component Citi uses for lending and credit decisions. However, since we do have the score we want to make it available to you so you’re informed about your credit status and understand what factors impact your score.
Does Citi’s access to my FICO® Score impact my credit?
Score assessments from Citi are considered a soft inquiry to the credit bureau and have no impact on your overall credit score.
Why does Citi have a different score range compared to others? What are the ranges of FICO® Scores?
There are various scores available in the marketplace. The FICO® Score Citi delivers to cardmembers ranges from 250-900.
I'm a new Citi cardmember. Why don’t I see my credit score online?
Sometimes it takes up to two months to update your cardmember information with your FICO® Score. If you're a new cardmember and are not seeing your FICO® Score just yet, please check back in a few weeks to see if it’s available.
I've heard that Citi is now offering free FICO® Scores. How can I locate mine on your website?
You can access your score by signing into Citi Online and clicking through to the Card Benefits tab and selecting the FICO® Score link.
Additional questions regarding the FICO® Score?
Please refer to the guides Fair Isaac Corporation (FICO) has provided to help consumers better understand the FICO® Score. Links to these documents are found under the “Useful Links” section at the bottom of the FICO Score Product page.
Paperless Statements and E-Communications
How do I enroll to receive Paperless Statements and E-Communications?
Sign in to Citi® Online, go to the Account Management tab and choose Manage Paperless Settings. Here you can select Statement Delivery Method to Paperless.
What are the benefits of Paperless Statements and E-Communications?
- Reduce clutter and get your statement and most legal notices online only instead of in the mail.
- Receive an email notification letting you know when your statement or legal notice is available to be viewed in Citi Online.
How much does it cost to get Paperless Statements and E-Communications?
There are no fees for receiving Paperless Statements and E-Communications.
Can I still view my rewards information if I choose the Paperless Statements program?
Yes, your reward information can be found in your electronic PDF statement.
How will you notify me when my online statement or letter is ready to be viewed if I am Paperless?
We automatically send you an email notification when your statement or a legal notice is ready to be viewed in Citi® Online.
Where do I change my email notification address for Paperless Statements?
Sign in to Citi® Online and go to the My Profile page to update your contact information.
If I sign up to receive statements online with Paperless Statements, will I continue to receive statements in the mail?
No, when you sign up to receive statements online only, we will no longer send you paper statements via US mail.
If I cancel AutoPay or remove my bank information from the Online Bill Pay programs, will it affect my enrollment in Paperless?
No, cancelling your enrollment in AutoPay or Online Bill Pay will not affect your enrollment in Paperless.
What if my card is lost or stolen while I’m enrolled in Paperless?
When you report your card as lost or stolen, your account will be assigned a new number and your Paperless Statements enrollment will automatically transfer to your new account.
How do I cancel my Paperless Statements and E-Communications enrollment?
To cancel online, sign in to Citi® Online, go to the Account Management. To cancel by phone, please call the number on the back of your card to speak to a customer service representative.