Updates about bank's operations in relation to the coronavirus

We encourage you to use remote bank access channels, i.e.:

• Citibank Online internet banking
  
• Citi Mobile application

in order to, among other things, view your transaction history, balance, make payments and exchange currency. These platforms are at your disposal 24/7.
Details on: https://www.online.citibank.pl/en/online-banking.html

At the same time, we would like to inform you that the waiting time for connection with CitiPhone advisor may be extended, due to the fact that part of employees remained at home after the decision to close schools and kindergartens. Sorry for the inconvenience.

Because of that our telephone helpline service focuses mainly on the following inquiries:

1. lost or stolen cards
2. reporting frauds
3. complaints related to transactions
4. problems with access to Citibank Online or Citi Mobile.

In case of other matters, please use Citibank Online internet banking service or our mobile application.

We hereby inform that as of 21 March 2020 you can make contactless payments with all payment cards of Citi Handlowy up to the amount of PLN 100 without the need to enter your PIN code (previously PLN 50) at POS terminals adjusted to the change of limit.

We recommend that you submit instructions and orders for your Account via our Citibank Online platform.

Register
To register, enter the number of your new card to your account. If you have not received the card, enter the number of your account. You can find it on the Deposit Product Confirmation, one of the documents attached to the agreement.

Resolve your problem if you don’t remember your password or user name, Use the following links:

If you don’t remember your user name
If you don’t remember your password

Chargeback - transaction return
Access path:
Contact us ⇨ Compose ⇨ Complaints ⇨ Card transactions/Security ⇨ Chargeback
In your message please include the details of the transaction complained about such as: date and amount of transaction, name of Service Provider, and a short description of the circumstances, referring to the chargeback process in your message. In a reply to a message received from you the Bank will request for the documents confirming the lack of justifiability of the charge complained about. More details can be found here.

Activate your card
Quick access: login to Citibank Online and activate your card
Access path:
Services & Profile ⇨ Card Activation
More about card activation

Lost/stolen card
Quick access: login to Citibank Online and report your card
Access path:
Services & Profile ⇨ Manage Cards ⇨ Choose card you want to cancel ⇨ Manage ⇨ Block a card (lost or stolen) and get a new one

Initiate all types of transfers, including Express Elixir instant transfers (charges according to the Fees & Commissions Table)
Quick access: login to Citibank Online and initiate a transfer
Access path:
Transfers ⇨ New Transfers or Standing Instructions
More about transfers

Ordering cash at the Branch
Quick access: login to Citibank Online and order Cash
Access path:
Contact us ⇨ Compose ⇨ Disposals ⇨ Personal Accounts ⇨ Order cash at the Branch
What information should I submit?

1. Account, from which payment will be done (choose from list). In “Your message”, please include:
2. Amount and currency of withdraw
3. Branch, to which send the cash (city, street, location) /en/map-branches-atms.html
4. Date of cash withdraw - at least 3 workdays from order date.

The Bank reserves the right to deliver the cash ordered in denominations available at the Bank.
Important. If the ordered cash is not collected, the account indicated for payment will be charged according to the Fees & Commissions Table.

Open a currency subaccount
Quick access: login to Citibank Online and open a currency subaccount
Access path:
Transfers ⇨ Accounts
In which currencies can I open a currency subaccount?
You can open a currency subaccount to the Personal Account in USD, EUR, GBP, CHF, AUD, CAD, CZK, DKK, HRK, HUF, NOK, RUB, SEK, ZAR.
More about opening subaccounts

Change data:
Quick access: login to Citibank Online and change your data
Access path:
Services & Profile ⇨ My Profile ⇨ Profile Settings

• Update your ID document details
• Change your primary email address
• Change your correspondence, residence and registration address
• Change your primary mobile phone number

Change transaction limits in Citibank Online (daily transaction limit for Citibank® Online and Citi Mobile®)
Quick access: login to Citibank Online and change your transaction limits
Access path:
Services & Profile ⇨ My Profile ⇨ Transfer Limits
How does limit changing work?
When you click “Accept”, the transaction value limit you have specified will be made available.
Keep in mind, that this limit will be available without any time limit, however, for security reasons, we recommend you decrease the limit after your transaction is executed.
More about changing transaction limits

Card Management
Quick access: login to Citibank Online and manage your card
Access path:
Services & Profile ⇨ Card Management
What operations can I make?

• Change card limits
• Re-link card between subaccounts
• Activate online payments

More about Personal Account and Debit Card

Check your account statements
Quick access: login to Citibank Online and check your account statements
Access path:
Services & Profile ⇨ Statements
More about account statements and transaction history

Check debt balance on credit card
Quick access: login to Citibank Online and check the debt balance on your credit card
Access path:
Services & Profile ⇨ Manage cards ⇨ Choose credit card on which you want to check the debt balance

Card repayment
Quick access: login to Citibank Online and repay your card
Access path:
Services & Profile ⇨ Manage cards ⇨ Choose credit card you want to repay ⇨ Repay
What should I do if I don’t have an account in Citi Handlowy?
If you have your personal account in another bank, make a transfer to the card repayment account – its number is shown in your monthly card statement and in Citibank Online.
More about different methods of card repayment

Configure a Direct Debit
Quick access: login to Citibank Online and configure a direct debit
Access path:
Transfers ⇨ Direct Debit
More about Direct Debits

Make a time deposit, Change deposit renewal terms, Terminate a deposit prior to maturity
Quick access: login to Citibank Online and manage your deposits
Access path:
Services & Profile ⇨ Time deposits

Convert transaction into installments
Quick access: login to Citibank Online and convert a transaction into installments
Access path:
Overview ⇨ Choose credit card with which you did the transaction ⇨ Choose the transaction you want to convert into installments ⇨ Apply for installments under the transaction amount
What transactions can I convert into installments?
You can convert every transaction over 100 PLN into 6, 9, 12, 18, 24, 30, 36, 42, 48, 54 or 60 monthly installments.

Add a Representative
Quick access: login to Citibank Online and add a Representative
Access path:
Personal Accounts section or Savings & Investments section ⇨ Select the account to which you want to add a Co-Holder ⇨ Settings Management ⇨ Show Product-Related Documents ⇨ Add Representative / Add Co-Holder (this function is only available to a Client who is the sole holder of an account)
More about Joint Account and Power of Attorney

Add a Co-Holder
Quick access: login to Citibank Online and add a Co-Holder
Access path:
Personal Accounts section or Savings & Investments section ⇨ Select the account to which you want to add a Co-Holder ⇨ Show Product-Related Documents ⇨ ⇨ Add Representative / Add Co-Holder (this function is only available to a Client who is the sole holder of an account)
More about Joint Account and Power of Attorney

Close your Foreign Currency Personal Account
Quick access: login to Citibank Online and close your foreign currency personal account
Access path:
Personal Accounts ⇨ Select the account you need to close ⇨ Show Product-Related Documents ⇨ Close Account

Close a Savings Account / SuperSavings Account
Quick access: login to Citibank Online and close your saving account
Access path:
Savings & Investments ⇨ Select the account you need to close ⇨ Show Product-Related Documents ⇨ Close Account

Close your PLN Personal Account
Quick access: login to Citibank Online and your PLN personal account
Access path:
Send a message to the Bank by clicking on Contact
What should I write in the message?
In your message, please include the number of the PLN Personal Account, that you want to close.

Close Credit Card
Quick access: login to Citibank Online and close your credit card
Access path:
Services & Profile ⇨ Manage Cards ⇨ Select the credit card you want to cancel ⇨ Manage ⇨ Close the card

Get a closed account certificate
Quick access: login to Citibank Online and get a closed account certificate
Access path:
Personal Accounts section or Savings & Investments section ⇨ Select the account for which you need to get the Certificate ⇨ Show Product-Related Documents ⇨Show Product-Related Documents ⇨ Take Certificate

If you have any additional questions, please go to our website where we publish frequently asked questions and answers to them.
Find an answer to your question.

If the company with which you are employed has been affected by the threat of the epidemics and now you have problems with payment of instalments or if the COVID-19 epidemics has otherwise affected your financial situation, you can benefit from the repayment deferment program up to 3 loan instalments. Below please find the details explaining how to file a request in the Citibank Online electronic banking service.

1) Log into Citibank Online electronic banking service
2) Click “Contact us”
3) Click “Compose”
4) Select “Queries” -> “Credit Cards/Credit Products” -> “Repayment problems”
5) In the box “Your message”, indicate the credit product, the instalments of which you want to defer and describe your situation, specifying the causes of the request for aid:
 a) has your income decreased in connection with COVID-19 epidemics?
 b) have your expenses increased in connection with COVID-19 epidemics?
 c) are there any other causes of the request for aid?
6) Click “Send”

[Published on : 23-03-2020] Eligibility criteria for the assistance program

In order to apply for a possibility to take advantage of the assistance program, clients have to meet all of the following criteria:

1. Clients whose finances have been directly impacted by the COVID-19 pandemic:
   • client’s income has decreased due to the epidemic
   • client’s expenses have increased due to the COVID-19 epidemic
   • a client can demonstrate other causes for worsening of their financial situation
   If the client's financial situation has not changed despite the epidemic, they do not meet the conditions to obtain assistance.
2. Clients who are not in arrears with repayment of liabilities toward Citi Handlowy
3. The loan subject to the assistance program was launched before March 14, 2020.

[Published on: 24-03-2020] Rules for deferral of repayments under the assistance program

1. Deferral of repayments means postponing 3 subsequent installments till the end of the loan period.
   EXAMPLE: A Client applies for deferral of the 3 subsequent installments of a cash loan. The closest installment payment day is on April 05, 2020 and, according to schedule, the last installment falls on 05 September 2024. The repayment of installments due on: 04/05/2020, 05/05/2020 and 06/05/2020 is postponed till the end of the loan period, which is extended by 3 months. According to the new schedule, the last installment will be payable on 12/05/2024.
2. The suspension applies to the repayment of the entire principal-and-interest installment with fees (holders of the SuperSafe Installments insurance may pay just the premium or withdraw from the insurance).
3. The deferral of 3 installments extends the loan repayment period and changes the repayment schedule. The principal is not calculated again.
4. The bank does not charge any additional operating fees or additional interest for the period of deferral.

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Information for holders of Cash Loan insurance

1. If you have a Safe Installments loan insurance, it covers the period determined according to the provisions of the General Terms and Conditions of Insurance, and any postponement of the Loan repayment date caused by deferral of the payment, resulting in an extended loan period, does not extend the insurance coverage period.
2. If you have a SuperSafe Installments loan insurance, you have to decide whether you want to pay the premium while the installment is deferred (the repayment of the principal and interest would be suspended) or withdraw from the insurance;
   • If you decide to withdraw from the insurance, you can re-apply after the suspension period.
   • If you wish to continue with the insurance and pay just the premium throughout the suspension period, we will contact you to inform you of the amount of the monthly premium during the assistance period.

The bank does not charge any additional fees for changes in the repayment conditions.

Due to the current situation and the number of requests being handled on an ongoing basis, we kindly ask you to be patient while waiting for the bank’s reply.
Please be assured that the bank will not leave any request without a reply.

Safety is a priority for you. At Citi Handlowy we are well aware of that. Therefore, we provide you with many solutions, thanks to which you will be able to perform a transaction, pay for the shopping or open a new product in a safe manner – without even leaving your home Learn more

Beware of fraudulent announcements related to the coronavirus (COVID-19) epidemics

Announcement of the Polish Police Headquarters and FinCERT.pl – BCC (Bank Cybersecurity Center) of the Polish Bank Association (ZBP) of 15 March 2020

Please be advised that as of 16.03.2020 the opening hours of the Branches are changing:

• Smart branches located in shopping centers: 10:30 a.m. - 6:00 p.m. (cash service 10:30 a.m. - 5:30 p.m.)
• Citigold branches: 09:00 - 17:00 (cash service 10:00 a.m. - 5:00 p.m)
• Warsaw - Senatorska Branch: 09:00 a.m. - 6:00 p.m.

Current branch opening hours are available after logging in to Citibank Online.
In the interests of the safety of you and our employees, we would like to inform you that a maximum of 2 clients may be in the Branch. Please keep a safe distance of 1.5m between those waiting in queue.

We apologize for any inconvenience.

If you decide to visit our branch, we would like to inform you that we have extended the daily cleaning procedures in the bank’s branches with stronger disinfectants on high-touch surfaces, provided disinfectants and trained our employees in the best practices recommended by GIS.

As we are particularly concerned about the health and safety of our customers and employees, we recommend that banking formalities should be dealt with via remote channels. We will continue to closely monitor the situation and assess the need for additional measures to support our customers and employees as required.

Current information on COVID-19 can be found on the website of the State Sanitary Inspectorate - gis.gov.pl

Current information on COVID-19 can be found on the website of the Ministry of Health - www.gov.pl/web/koronawirus