How do I dispute a debit/credit card transaction?

You can dispute an unauthorized charge to your account.

Before disputing a transaction:

• Please check your receipts, slips, statements, etc. to determine whether this or any other transaction originated at that particular merchant or ATM.

• Please check if you have made any phone, mail or online orders or subscriptions. • Please also confirm with your supplementary cardholders that they did not authorize the

charge.

!!! If you did not authorize the charge, you should get your card blocked immediately.

You can have your card blocked and re-issued: • by signing on to Citibank Online and clicking on the “Service Center” tab (for CREDIT CARDS

only)

• by calling CitiPhone (for DEBIT and CREDIT CARDS) on: +7 (495) 775-75-75 in Moscow +7 (812) 336-75-75 in St.Petersburg 8 (800) 700-38-38 elsewhere in Russia

• You can also block your card via the Interactive Voice Response system (IVR) by pressing ‘1’ and then ‘2’ in the IVR menu

To dispute a charge, you need to complete and submit to the bank a transaction dispute form together with copies of all available supporting documents (your receipts, slips, foreign travel passport if the transaction took place abroad) through the following channels:

Disputing a credit card charge Disputing a debit card charge

Citibank Online

(go to ‘Service Center’ and click ‘Credit Card Dispute Resolution’)

Yes No

Website at www.citibank.ru

(click on «Ask a question»)

Yes Yes

Fax

+7(495) 589-2855

Yes Yes

Branch Yes Yes

After you have submitted your transaction dispute form, we will start the investigation. If we have any questions, we will call you on the contact numbers provided. Please check that your contact details are up to date via Citibank Online, CitiPhone or branch.

The investigation timeframe is subject to the rules of Payment Systems (Visa/MasterCard) and depends on how soon the inquiries will be processed by all the payment system participants (Citibank, Visa/MasterCard, the acquiring bank, and the merchant). Dispute resolution typically takes 60-90 days but some cases may take up to 270 days. Citibank will use its best endeavors to settle the existing disputable situation and will inform you of the results of its investigation within ninety (90) days.

If, later on, you find any additional information, please provide it to the bank through any convenient channel.