Citi Government Travel Card Cardholder Guide

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Citi GovernmentTravel CardCardholder GuideCiti Commercial CardsGovernment Services

IndexWelcome to theCiti GovernmentTravel Card Program1Cardholders Benefit from:2Lost Luggage Insurance3Travel Accident Insurance3Do Not Strand Policy4Key Responsibilities4Authorized Use6ATM Usage6Verifying Receipt ofYour Card8Reporting Lost orStolen Cards8Ordering Replacement Cards9Account Statement9Foreign CurrencyConversion andCross-Border Transactions11CitiManager Online Tool12Paying Your Account13Resolving TransactionDisputes14Salary Offset16Suspension/CancellationProcedures16

Welcome to theCiti Government TravelCard ProgramOfficial Government Travel hasjust become easier with theCiti Government Travel Card.Since 1812, Citi has been servingcustomers with innovativebanking and financial solutions.In the credit card industry, Citi hasset the standard for the world.We have combined our vastexperience in worldwidetravel card management andunparalleled technologicalexpertise to develop a flexibleand convenient purchasingand payment tool. Your CitiGovernment Travel Card makesit easy for you to purchase traveland travel-related services,reduces the need to carrycash, and assists you withrecord keeping.If you have any emergencysituations, you can contactus toll-free 24 hours a day,seven days a week. In addition,you should reach out to yourAgency/Organization ProgramCoordinator (A/OPC) to find outif there are specific proceduresthat you should follow during anemergency situation.1

Cardholders Benefit from:Worldwide acceptanceThe Citi Government TravelCard is accepted at 45 millionmerchant locations and 2.6million ATMs worldwide.Exceptional dedicated customerservices, wherever you are.Our Customer Service Centeris committed to satisfying theneeds of all Citi GovernmentTravel Cardholders. Inside theU.S., simply call us toll-free at1-800-790-7206, 24 hours a day,seven days a week, every day ofthe year. Outside the U.S., call at 1-904-954-7850.We are here to answer yourquestions and provide theassistance you need. This guidepresents basic procedures andrules for card usage. Shouldyou have questions that are notanswered in this guide, contactyour A/OPC or Citi CustomerService Center.2

Lost Luggage InsuranceAs a Cardholder, you will receivecoverage for permanently lost,stolen or damaged articles whenthe carrier fare is charged to yourCiti Government Travel Card. Thiscoverage will be secondary to theCommon Carrier’s liability andonly for the amount not coveredby them.For more information regardingthis policy or to file a claim, calltoll free 1-800-586-8458. Ifcalling from outside the U.S.,call collect at 1-804-673-1164.Travel Accident InsuranceIn addition, as a Cardholder, youare insured against accidentalloss of life, limb, sight, speechor hearing while riding asa passenger in, entering orexiting any licensed commoncarrier, provided the entire costof the passenger fare(s), lessredeemable certificates, vouchersor coupons, has been charged toyour Citi Government Travel Card.For more information regardingthis policy or to file a claim, call1-800-418-1515.3

Do Not Strand PolicyCiti understands that whiletraveling you may experienceunexpected disruptions orchanges in your travel plans. Forthis reason, Citi has a global “DoNot Strand” policy to facilitatecardholder needs in strandedsituations, such as in cases whereyou may need a temporary creditlimit increase to book additionaltravel. If you become strandedwhile on travel, dial the numberon the back of your card and aCiti Service Representative willassist you.Key ResponsibilitiesAs a Cardholder, you have anumber of responsibilities. Itis important to understandthese responsibilities. You areresponsible for understandingyour Agency/Organization’spolicies and proceduresregarding the definition ofofficial Government Travel andthe definition of authorizedpurchases as they relate toofficial Government Travel. You are responsible for keepingyour account information,such as addresses and phonenumbers, up to date.4

You are responsible for usingthe Citi Government TravelCard only for purchases thatcomply with these policies. If you have an IndividuallyBilled Account, you arepersonally responsible forpaying all charges and feesand reconciling your account.You will receive an AccountStatement after the close ofeach billing cycle; it must bepaid in full by the due date. If you have a CentrallyBilled Account, the Agency/Organization is responsiblefor payment of charges forofficial travel-related productsand services as specified inits policy. You are also responsible forcomplying with the terms andconditions of the Travel CardCardholder Account Agreementthat you received with your CitiGovernment Travel Card.5

Authorized UseYour card has been embossedwith your name on it. It is foryour use only. No other memberof your family, office or Agency/Organization is authorized touse it. In addition, your card canbe used only for official Agency/Organization travel and travelrelated expenses. These includethe following: Air and Rail Tickets Transportation Services Lodging Automobile Rental Food Service Establishments Fuel ATM Access, if authorizedATM UsageUsing your Citi Government TravelCard for cash access at ATMs, ifyou are authorized to do so, isanother important convenienceof the card. Whenever you needcash for official business, youmay go to any ATM displayingthe MasterCard or Visa logo,depending on the card you wereissued. You may also use yourcard at ATMs in all Citi branchlocations.6

Using your card at non-Citi ATMs,however, may result in an accesssurcharge. If you use your cardin this manner, be sure to recordthe amount of the surcharge andidentify the surcharge in yourreimbursement request.To locate an ATM in a particulararea, consult the Visa Websiteor the MasterCard Website,depending on the card youcarry, at www.visa.com or www.mastercard.com. Or, you may call1-800-CITI-ATM or check the CitiWeb site at www.citibank.com.To use your card at an ATM, youwill need a Personal IdentificationNumber (PIN). For securityreasons, this will be issued to youin a separate mailing. Memorizeyour PIN and keep it in a safeplace, separate from the card. Toobtain cash, insert your card inthe ATM’s card reader and followthe prompts. A cash advance feewill be assessed.Restrictions on ATMtransactions: Limits on thenumber and dollar amount oftransactions may be restricted.Consult your A/OPC to learnmore about these controls.7

Verifying Receipt ofYour CardYou will receive an inactive Chipand PIN card (i.e., a card not yetready for use) which is indicatedby the sticker on the card. Werequest that you verify receipt ofyour new card, select a PIN, andsign the back of it immediatelyupon receiving it. Simply visitwww.cardactivation.citi.comand follow the instructions.Upon completion, you will beprompted to select your custom,4-digit Personal IdentificationNumber (PIN). Once this processis completed, your card is verifiedand will be ready for use upon thedate determined by your agency.Reporting Lost orStolen CardsShould you lose your card, realizethat it has been stolen, or noticea fraudulent charge on yourAccount Statement, notify yourA/OPC and Citi immediately. Toreach the Citi Customer ServiceCenter, call 1-800-790-7206,24 hours a day, seven days aweek, every day of the year. Ifyou are outside the U.S., call Citiat 1-904-954-7850. After youreport a lost or stolen card, Citiwill send you a letter. Follow theinstructions in that letter. Cards8

that have been reported lost orstolen are blocked immediatelyfrom usage. If unauthorizedtransactions appear on yourAccount Statement, you shouldcontact the Citi CustomerService Center.Ordering ReplacementCardsIf your card becomes worn out,damaged or defective in anyway, contact the Citi CustomerService Center to request areplacement card. In the U.S.,please call 1-800-790-7206.Outside the U.S., call Citi at 1-904-954-7850.Account StatementIf you have an Individually BilledAccount, a paper statementwill be mailed or an electronicAccount Statement will beavailable on the CitiManager tool within five business days ofthe end of each billing cycle. TheAccount Statement will show alltransactions that were postedduring the billing cycle. You arerequired to review the statementto verify that you made allthe charges and that they arecorrect. You must pay the fullamount by the due date shownon the statement.9

If you have a Centrally BilledAccount, you will receive anAccount Statement for use inverifying your charges. TheAccount Statement is for yourreference and is not an invoice.A sample Account Statementis shown below. It is importantto familiarize yourself with itsdetails. The Account Statementincludes:A. Invoice DateB. Cardholder’s Name andAddressC. Amount Due in total dollarsD. Citi Customer Service Centertoll-free and direct dialtelephone numbersE. Citi Customer Service CenteraddressF. Foreign Conversion Rate(if applicable)* Information about transaction disputesis shown on the reverse side of thestatement.10

Govt IBA Cardholder StatementInquiries:Du AccountToll Free:Intl.TDD/TTY:Summary of Account ActivityPrevious BalancePaymentsCreditsPurchases & Cash AdvancesGovernment Card Account(Account Name) 9,999,999,999,999.99 9,999,999,999,999.99 9,999,999,999,999.99 9,999,999,999,999.99 9,999,999.99Interest ChargesEuAccount Statement1 (800) 790-72061 (904) 954-78501 (877) 505-7276Send Notice of Billing Errors and Customer Service inquiries to:Citibank, P.O. Box 6125, Sioux Falls SD 57117Account Number: XXXX-XXXX-XXXX-XXXXPayment InformationNew BalancePast Due AmountAmount Over Credit LimitMinimum Payment Due tCPayment Due DateStatement Closing Date tDays In Billing PeriodA 9,999,999,999,999.99 0.00 99,999.99 9,999,999.99MM/DD/CCYYMM/DD/CCYYXXStatement Messages supplied by Statement Designer (Message Area 1)Note: This space should shrink/expand based on messages to be printed from Campaign Manager. If no messages are tobe printed from Campaign Manager then this box should be removed and the section containing messages from the TSYSfile should be printed in this location.(flow)Agency/Org ID: 9999997Single Purchase Limit: 99,999,999,999,999Credit Limit: 99,999,999,999,999Billing Office ID: 9999999990Discretionary Code: 999999999099999999929999999993Tax Exempt #: 99999999909999999992999996Accounting Code: TransactionsPost TransDate Date19/99 19/9919/99 19/9919/99 19/9919/99 19/9919/99 19/99MCCReference NumberDescription/Location9999 99999999919999999992993 999999 XXXXXXXXX0XXXXXXXXX2XXXXXXXXX3XXXXXXXXX41 31909 USA9999 99999999919999999992993 999999 XXXXXXXXX0XXXXXXXXX2XXXXXXXXX3XXXXXXXXX41 31909 USA9999 99999999919999999992993 999999 XXXXXXXXX0XXXXXXXXX2XXXXXXXXX3XXXXXXXXX41 31909 USA9999 99999999919999999992993 999999 XXXXXXXXX0XXXXXXXXX2XXXXXXXXX3XXXXXXXXX41 31909 USA9999 99999999919999999992993 999999 XXXXXXXXX0XXXXXXXXX2XXXXXXXXX3XXXXXXXXX41 31909 USAFyAmount999,999,999.99 CR999,999,999.99 CR999,999,999.99 CR999,999,999.99 CR999,999,999.99 CRApproval SectionMemo SectionCARDHOLDER SIGNATURENOTICE: SEE REVERSE SIDE FOR IMPORTANT INFORMATIONAPPROVING OFFICIAL SIGNATURE (Except Travel)Page 1 of XPlease detach and return lower portion with your payment to ensure proper credit. Retain upper portion for your records.BuRETURN NAMEADDRESS LINE 1CITY ST ZIP 4Account NumberPayment Due DateCitibankADDRESS LINE 1CITY ST ZIP 4JOHN Q CARDHOLDERCOMPANY NAMEADDRESS LINE 1ADDRESS LINE 2ADDRESS LINE 3CITY ST ZIP 4COUNTRY NAMEMailChecksToNew BalancePast Due Amount*Minimum Payment DueAmount EnclosedXXXX-XXXX-XXXX-1234Month DD, CCYY 9,999,999,999,999.99 999,999,999.99 9,999,999,999,999.99*Past Due Amount is included in the Minimum Payment Due.**N00000600428000 9999999 9999999 9999999 7461142211111111 2501Foreign CurrencyConversion and CrossBorder TransactionsIf you make charges to your CitiGovernment Travel Card in aforeign country, your transactionwill be posted and shown onyour Account Statement in U.S.dollars. The Bank will pass alongall charges assessed by thebankcard associations. The totalforeign currency transactioncharges will either be addedto, and integrated with, theapplicable currency conversionrate or added to, and integratedwith, the posted transactionamount.11

CitiManager Online ToolCiti’s global online tool,CitiManager, enables you tomanage business expenses fromanywhere around the globe fromyour computer or mobile device;you can view statements online aswell as confirm account balances.If you have not already signed upfor the CitiManager tool, pleaselog on to www.citimanager.com/login and click on the ‘Selfregistration for Cardholders’ link.From there, follow the prompts toestablish your account. You canalso download the CitiManagermobile and tablet version of theapp on the App Store and onGoogle Play.Access Your Account ActivityView all statements and recenttransactions online. Up to 60months of statements areavailable in the CitiManagertool and your six most recentstatements are available onCitiManager Mobile.Go PaperlessCiti offers paper free cardholderstatements to continue its overallminimization of paper in supportof the Government PaperworkElimination Act. To make theswitch to paper free statements,login to citimanager.com/login.12

From the homepage, positionyour mouse over the Statementicon on the side navigation barand select the Go Paperless link.Follow the instructions on thepage to complete the process.Set Up AlertsLogin to citimanager.com/loginand click the Alerts icon on theside navigation bar. From theAlerts screen, you to add, delete,modify and enroll in Citi’s globallyavailable alerts, choose to receivenotifications via email, SMS orboth.Paying Your AccountCiti offers the convenience offour payment methods:Online Payments viaCitiManagerYou can make a payment to yourindividually billed travel cardaccount using the CitiManageronline tool. CitiManager allowsyou to save your bank accountdetails to make paying monthlypayments easy with just a fewclicks. You can use any accountyou may have with a U.S.financial institution.13

Check PaymentsYou can mail a check using thepayment coupon and windowenvelope sent with yourstatement. Citi will post thepayment within two businessdays (excluding holidays) after ithas been received.Wire paymentsPlease contact your financialinstitution to initiate a wirepayment to Citi. Payments madeby 2:00 PM ET will post thesame business day. If made after2:00 PM ET, the payment will beposted the following business day.Payments via Third-PartySystemsYou may use a third-partypersonal computer-bankingsystem to pay your account.Because Citi does not controlthese bill-paying services,payments made this way cannotbe guaranteed to post within twobusiness days.Resolving TransactionDisputesYou are responsible for initiatingthe dispute resolution processif your Account Statement listscharges which are: Unauthorized Incorrect14

For merchandise that has notbeen received For returned merchandiseYou should also initiate theprocess if your AccountStatement incorrectly lists acredit as a charge or if a credit,for which you have been issueda credit slip, is not shown. Tobegin the dispute resolutionprocess, visit citimanager.com/login. Once you successfullylogin to CitiManager, from thehomepage click the Statementicon on the side navigation bar toselect the statement. To disputea transaction, click the ellipsis( ) link to display additionaltransaction detail and click theDispute button.You may also dispute atransaction by submitting aCardholder Dispute Form. Youcan obtain the form through theCiti Customer Service Center orthrough your A/OPC.Please mail your form to:Citibank, N.A.PO Box 6125Sioux Falls, SD 57117Or fax to: 605-357-2019You must return the form to Citiwithin 60 days of the disputedAccount Statement. If you do not15

submit the form within this timeframe, you may be responsiblefor payment of the charges.You are not responsible forpayment of any disputed amountwhile Citi is researching thedispute. However, you must stillpay the amount of the bill that isnot in dispute status.For more information aboutresolving disputes, call the CitiCustomer Service Center at1-800-790-7206. Outside theU.S., call collect at 904-954-7850.Salary OffsetThe Offset Program is aGovernment Card Programused as a deterrent for thosecardholders that fail to meettheir obligation of the terms andconditions of the card agreement.The program gives a delinquentcardholder an option to paythe account within a specifiedtimeframe to avoid the accountfrom charging off as a bad debtor have the payments deductedmonthly from their pay system.Suspension/CancellationProceduresCiti may begin the process tosuspend your account if it ispast due. Your account will be16

considered delinquent if paymentfor the undisputed principalamount has not been received 45calendar days from the closingdate on the billing statementin which the charge appeared.You will receive notificationfrom Citi requesting paymentof the undisputed past dueamount. If payment has not beenreceived 55 calendar days fromthe closing date, your Agency/Organization and you will benotified that the suspensionprocess will be initiated. You, andyour Agency/Organization willbe notified of a point of contactto assist in resolving the pastdue account. If payment for theundisputed principal amount hasnot been received 66 calendardays from the closing date,your account will be suspended,unless otherwise directed byyour Agency/Organization. YourAgency/Organization or the GSAContracting Officer has the rightto suspend your account for anyreason. Upon payment of theundisputed principal amountto Citi, your account will bereactivated. Your card or accountmay be cancelled if: Your card is used forunauthorized purposesand Citi has your Agency/Organization’s permission.17

Your account has been paidwith checks returned byyour financial institution forinsufficient funds (NSF) twoor more times in a 12-monthperiod.If payment for the undisputedprincipal amount has not beenreceived 126 calendar days fromthe closing date, your card oraccount will be cancelled unlessotherwise directed by yourAgency/Organization. In theevent of cancellation, you muststill pay all undisputed amountsdue to Citi under the terms of theTravel Card Cardholder AccountAgreement. Your accountinformation may be reported tocredit reporting agencies if youraccount is cancelled.Also, you must return your cardupon request to your Agency/Organization. Please be awarethat use of your card or accountafter its cancellation will beconsidered fraudulent and maycause Citi to take legal actionagainst you. Citi may reinstatecancelled accounts upon paymentof the undisputed principalamount and late fee. The late feewill be assessed when paymentfor the full undisputed chargesidentified on the monthlyStatement of Account is not18

remitted within two billingcycles plus 15 days past thestatement closing date onthe Statement of Accountin which the charge firstappeared. If the Account issubject to split disbursementand your Agency/Organization notifies Citi thatpayment delay was caused byyour Agency/ Organizationand not the cardholder, thenthe late fee will be assessedif full payment is not receivedwithin 30 days after thegovernment notification toCiti of such payment error.The late fee is 2.5% perbilling cycle until paymentis received by Citi. Citi mayconduct a creditworthinesscheck on you prior toreinstating your cancelledaccount. A reinstatement feemay be charged to you uponreinstatement.Citi Customer Service Centertoll-free number: 1-800-7907206. Outside the U.S., callcollect at 904-954-7850.Available 24 hours a day,seven days a week, every dayof the year.19

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2018 Citibank, N.A. All rights rese

changes in your travel plans. For this reason, Citi has a global “Do Not Strand” policy to facilitate cardholder needs in stranded situations, such as in cases where you may need a temporary credit limit increase to book additional travel. If you become stranded while on travel, dial the number on the back of your card and a

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with the terms, conditions and procedures contained in the Citi Government Services Travel Card Program Cardholder Account Agreement that will accompany the card. I understand that it is my responsibility to notify Citi at 1-800-790-7206 (overseas call 904-954-7850) immediately if my card is lost or stolen.

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954-7850) immediately if my card is lost or stolen. I acknowledge that I will be liable for all transactions made with my card pursuant to the Citi Government Services Travel Card Program Cardholder Account Agreement and Citi may verify the information listed on the Application a

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