Cash woes? A personal loan to the rescue!

Citibank Personal Loan Customer Care

Citibank Berhad offers a number of banking products and services such as savings account, current account, term deposits, credit cards, debit cards, home loans, personal loans, insurance, and many wealth management services to the citizens of Malaysia.

The bank has set up effective ways for you to connect with the bank staff for any queries, feedback, and complaints. The article helps you figure out the different ways in which you can contact the bank staff.

Customer Care Numbers

CitiPhone Banking Numbers
  • Kuala Lumpur: 03-2383 0000
  • Penang: 04-296 0000
  • Johor Bahru: 07-268 0000
  • Sabah and Sarawak: 1800-82-1010

Interactive Voice Response (IVR)

You can stay informed regarding the status of different services via the Express IVR Method offered by Citi. Follow the steps given below to make use of the facility:

  1. Call the relevant CitiPhone Banking number.
  2. Choose the language of your choice—1 for English, 2 for Bahasa Malaysia, and 3 for Mandarin.
  3. Provide your identification details to provide a personalised experience.
  4. You can then choose the service you wish from the available options such as loan balance query, account balance inquiry, credit limit inquiry, loan application status, funds transfer or to speak to the CitiPhone Officer.

Customer Care Email ID

  • General email address:
  • To submit latest income documents:

Citi Headquarters’ Postal Address

Menara Citibank,

165, Jalan Ampang,

50450 Kuala Lumpur.

Citibank Branches’ Contact Details

Bank Branch Contact Number
Kuala Lumpur 03-2383 0000
Penang 04-296 0000
Johor Bahru 07-268 0000
Sabah 1800-82-1010
Sarawak 1800-82-1010

Citibank Banking Hours

Bank Branch Working Hours
Smart Banking 9:30 a.m. to 6:30 p.m.
Banking Teller 9:30 a.m. to 4:00 p.m.
Service Center 9:30 a.m. to 5:00 p.m.
Citigold Center 9:30 a.m. to 5:00 p.m.
Citigold Teller 9:30 a.m. to 4:00 p.m.
All other branches 9:30 a.m. to 4:00 p.m.

Citibank Customer Waiting Duration

Waiting time at the bank’s branch
  • About 10 minutes.
Servicing time at the bank’s branch
  • Simple transactions- within 5 minutes.
  • Complex transactions- within 20 minutes.
Customer queries via phone call
  • Addressed and settled immediately if no follow up is required.
  • If a follow-up is required, it will be settled within 3 working days from the date of the first call.
  • For complex queries, the bank staff will provide a suitable time frame to resolve.
Customer queries via email
  • On a working day, your email will be acknowledged within 24 hours.
  • A response will be sent within 3 working days for a simple query.
Customer queries via mail
  • You will be contacted following the receipt of your mail.
  • The bank staff will provide a time frame for the resolution of your query based on its complexity.
Complaints resolution
  • Your complaint will be acknowledged within 24 hours.
  • The bank’s decision on your complaint will be communicated to you within 14 calendar days from the date of the complaint receipt.

Citibank Redress and Grievance

The bank has different levels of complaints’ resolution process in place. These levels are mentioned below:

For Complaints

If you have any complaints you can:

  • Call the Customer Care numbers.
  • Send an email to the bank via Citibank Online.
  • Send a mail to the Customer Service Center located in the head office.

Don’t forget to provide your details such as full name, account number, MyKad number, and contact details when you contact the bank.

For Further Escalation

If your complaint was not satisfactorily resolved, then you can escalate the issue by writing to the address given below:

Shairuz Sheffie/Shariffah Ilyah Syed Omar Client Care Unit Citibank Berhad Menara Citibank 165 Jalan Ampang 50450 Kuala Lumpur

For Redress

If you are not satisfied with the bank’s internal complaints resolution process, you can approach one of the parties given below for redress:

  • Agensi Kaunseling Dan Pengurusan Kredit (AKPK): Handles complaints on loan restructuring.

Level 8 Maju Junction Mall

1001 Jalan Sultan Ismail

50250 Kuala Lumpur

Telephone: 603-26167766

Fax: 603-26167601


  • Bank Negara Malaysia (BNM)


Jabatan LINK & Pejabat Wilayah

Bank Negara Malaysia

PO Box 10922

50929 Kuala Lumpur

Telephone: 1300-88-5465

Fax: 03-21741515



  • Ombudsman for Financial Services: Forward your complaints within 6 months from the date of the bank’s final reply.

Level 14 Main Block

Menara Takaful Malaysia

No 4, Jalan Sultan Sulaiman

50000 Kuala Lumpur.

Telephone: 603-22722811

Fax: 603-22721577



  • Securities Industry Dispute Resolution Center (SIDREC): Handles issues related to capital market products and services.

Unit A-9-1, Level 9, Tower A

Menara UOA Bangsar

No. 5, Jalan Bangsar Utama 1

59000 Kuala Lumpur.

Telephone: 603-22822280

Fax: 603-22823855



  • The Association of Banks in Malaysia: Get your conventional banking related issues.

34th Floor, UBN Tower

10 Jalan P Ramlee

50250 Kuala Lumpur

Toll-Free: 1-300-88-9980

Telephone: 603-20788041

Fax: 603-20788004



Customer Service Forms Available on Citibank Website

The bank offers a Feedback Form for you to share your feedback and suggestions with the bank. However, the bank mentions not to share any confidential information through this form. Your feedback/suggestion will be acknowledged as early as possible.


Citibank offers a number of modes for the customers to reach the bank staff and seek assistance on their queries. Also, the bank encourages its customers to share feedback so they can provide better customer satisfaction..

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