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How to Dispute a Charge

to Your Account

If you disagree with a charge to your card account, Citibank will initiate a transaction dispute free of charge. Below
we provide some information that we hope you will find useful.

What to do if you spot a disputable charge..................................................................................................................2

Transaction Dispute Form...................................................................................................................................................2

Copies of supporting documents.....................................................................................................................................3

Delivery of documents to the bank..................................................................................................................................4

Timeframe and information...............................................................................................................................................5

Frequently asked questions...............................................................................................................................................5

1
 What to do if you spot a disputable charge

If you did not authorize the charge (if you suspect a fraud), you must block your card
immediately by doing any of the following:
Sign on to Citibank Online, go to “Service Center” and click “Card Block and Reissue”
Call CitiPhone and follow the voice prompts

Please note that in the case of Visa cards a suspected fraud investigation may not be initiated until such time
! as your card is reissued. These are the rules of the card scheme. Therefore, please request a replacement
card when blocking your original card.

Before disputing a charge:

сheck your receipts, slips, bills, statements, etc. to see whether the disputed transaction originated at that
merchant or ATM
сheck whether you ordered any goods or services online, by phone or by mail, and whether you have any open
subscriptions for goods or services
сheck whether your supplementary cardholders authorized the transaction

Under the Banking Services Agreement, you must state your disagreement with the transaction no later than
! the day following that on which the bank’s transaction alert was sent. Following your enquiry, we will contact
the payment system to proceed with an investigation. The payment system has a formal timeframe
for initiating a transaction dispute. Unless all the required documents are provided within 120 days
of the transaction date, the payment system will refuse to investigate.

Preparation of documents:
Print out and complete a Transaction Dispute Form. The form is available on our website under “Contact Us” – “Forms”.

Transaction Dispute Form

It is very important to complete the dispute form correctly:

Select only one dispute reason from the list.
If disputing several transactions, specify separately each transaction you challenge; you can specify up to three
transactions with the same dispute reason in one dispute form.
Provide the number of the card the disputed charge was made to.
Specify whether you were in physical possession of the card at the time of the disputed transaction.
Provide your valid contact details such as mobile phone number and email address, as there may be questions during
the investigation; we will also be informing you of the progress of the investigation by text messages.
Sign the form.

2
 Copies of supporting documents

Copies of supporting documents required depending on your dispute reason

Dispute reason: Type of supporting document:

I was charged more than once for the same • Copy of sales and fiscal receipt as proof of one-time
transaction (please indicate how payment.
many times). • Copy of failed transaction receipt.

Merchandise wasn’t delivered/service • Description of undelivered merchandise/service.

wasn’t provided by the fixed date. • Date of purchase/payment; a copy of contract/receipt.
• Email correspondence with, or details of phone call to,
the merchant with the aim to resolve the dispute.

Refund was not posted to my account • Copy of credit slip.

15 days after the credit slip date. • Proof of the merchant’s promise of a refund.
• Email correspondence with the merchant’s promise
of a refund.

Amount charged is different from that • Copy of receipt with the correct amount.
shown on my copy of the receipt. • Order confirmation (print screen) in Word format,
if the order was made online.

Hotel/flight booking was cancelled. • Proof of booking and its cancellation terms.
• Proof of cancellation showing the date.
• Email correspondence with the merchant containing
the hotel’s/carrier’s confirmation of cancellation

Subscription/membership was cancelled. • Proof of subscription/membership and its

cancellation terms.
• Proof of cancellation showing the reference
number and date.
• Email correspondence with the merchant containing
the website’s/merchant’s confirmation of cancellation.

Transaction was paid for by other means • Proof of payment by other means.
(bank transfer, cash, another card). • Copy of the other card’s statement.

I did not authorize the aforementioned • Car/hotel voucher.

transaction, however, I did participate • Car rental agreement.
in another transaction that was authorized
• Email correspondence with the merchant.
by me with this merchant. (This relates
to additional hotel and car rental charges.)

3
 Dispute reason: Type of supporting document:

I certify that the above transaction was
not made by me, nor did I authorize anyone
else to make this charge. I have not made
any phone, mail or Internet orders
represented by the aforementioned
transaction (in case of multiple debits
of the same amount resembling
subscription or membership charge, please
provide more details in box “Other”).
Make sure your card has been reissued and you have
completed the Transaction Dispute Form in handwriting; these
are the prerequisites for initiating the investigation.
If the disputed transaction is denominated in a foreign
currency, a copy of your foreign travel passport with all
the stamps will be required.
You will also need to make a report to the police and provide
the bank with a copy of such report or a notice slip
(talon-uvedomleniye) acknowledging its receipt, at your earliest
convenience. The absence of such report will not impede
the investigation; it may be provided to the bank
at a later date.
Please note the following:
• The notice slip (talon-uvedomleniye) or, if possible, a copy
of the report will always be requested if the disputed
charge represented a card present transaction and
the card was not lost or stolen.
• If the disputed charge represented a card not present
transaction, the notice slip (talon-uvedomleniye) may be
requested as an additional document only if required by
the bank for the purpose of investigation.

If the disputed transaction took place abroad, a copy of your foreign travel passport with all the stamps
! will be required.

Delivery of documents to the bank

Once you have completed your dispute form and collected all the required documents,
you can deliver them to us in the following ways:
Via Citibank Online: go to “Service Center”, click “Credit Card Dispute Resolution” and follow the instructions; you will need
to attach your scanned dispute form and supporting documents. This option only applies to credit cards.
Via www.citibank.ru: go to “Write to Us”, select “Transaction Dispute” as the topic, complete all the required fields and
attach your scanned dispute form and supporting documents.
Via any Citibank branch in Russia.

4
 Timeframe and information

Upon receipt of your documents, the bank will check your account for the disputed transaction(s). If no debit has been posted
yet and the transaction amount is placed on hold in the account, the investigation will only be initiated after such debit
has been posted.
The bank will inform you about the progress of dispute resolution and the timeframe of investigation by text message imme-
diately after your documents have been sent for processing. You will receive the first message within three business days
of sending us your dispute form and supporting documents. If we have any questions, we will contact you by phone or email.

The timeframe of investigation depends on the type of the disputed transaction:

30 days for transactions carried out in Russia;
60 days for transactions carried out outside of Russia.

Information about the outcome of the investigation will be provided:

by text message if the amount (together with interest and fees) is reversed to your account;
by phone call or email with details if the amount can not be reversed to your account.

Frequently asked questions

? When can I expect a refund from the merchant in the event of return
of merchandise?
The refund must be made within 15 calendar days of merchandise return date/transaction cancellation date.
If upon the expiration of those 15 calendar days the refund was not posted to your card account, a transaction
dispute needs to be initiated.

? Will the account be debited if the card was blocked at the time when the transaction
amount was on hold in the account?
In accordance with the card scheme rules, successful authorization is one of the conditions for posting a debit. That’s
why, regardless of the fact that the card was blocked by the customer after authorization, the amount will be debited
from the cardholder’s account if there is a debit request from the merchant’s acquirer.

? Can I submit my dispute form if the transaction amount has not been debited yet
and is still on hold in the account?
The dispute may only be initiated after the amount has been debited from the account. If the transaction is
an unauthorized one, you must state your disagreement immediately.

5
? When after having spotted an unauthorized charge can the dispute be initiated?
Under the Banking Services Agreement, you must state your disagreement with the transaction no later than the day
following that on which the bank’s transaction alert was sent. Following your enquiry, we will contact the payment sys-
tem to proceed with an investigation. The payment system has a formal timeframe for initiating a transaction dispute.
Unless all the required documents are provided within 120 days of the transaction date, the payment system will
refuse to investigate.

? Do I have to pay my credit card bill if I am disputing a transaction?

Continue paying your credit card bill without waiting for the investigation results. This will help you avoid late payments
that can affect your credit history.

? Will the bank repay interest on the disputed transaction in the event of a credit
card charge?
If the dispute is resolved in your favor, the disputed amount and any interest and fees accrued during the investigation
period will be reversed to your account.

? If the original currency of the disputed transaction is different from the account cur-
rency, at what rate will the transaction amount be repaid provided the dispute
is resolved in my favor?
If the dispute is resolved in your favor, the bank will repay you the debited amount in the account currency at the debit
rate. This eliminates the risk of you incurring additional losses as a result of conversion. That’s how our transaction
dispute system works.

? How long does it take to dispute a transaction?

Under Russian Law, the timeframe is 30-60 days. In accordance with the card scheme rules, a case can take longer
to investigate, which depends on the dispute reason and the card scheme. The investigation timeframes are the same
for all banks.

? How will the bank inform me about the progress and outcome of the investigation?
The bank will inform you about the progress of dispute resolution and the timeframe by text message immediately
after your documents have been sent for processing. You will receive the first message within three business days
of sending us your dispute form and supporting documents. If we have any questions, we will contact you
by phone or email.
Information about the outcome of the investigation will be provided:
1. by text message if the disputed amount (together with interest and fees) is reversed to your account
2. by phone call or email with details if the dispute is not resolved in your favor

? If the disputed amount was charged to a supplementary card, who will the bank
inform about the progress of the investigation?
The bank will inform the primary cardholder about the progress and outcome of the investigation, as it is he/she who
has obligations under the agreement with the bank.