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

    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


    Email: [email protected]

    • 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


    Email: [email protected]

    • 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


    Email: [email protected]

    • 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


    Email: [email protected]

    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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