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Department of Defense Travel Card Cardholder Guide CitiCommercial Cards Department of Defense
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Page 1: Department of Defense Travel Card Cardholder Guide to the Citi Department of Defense Travel Card Program Official Department of Defense travel has just become easier with the Citi®

Department

of Defense

Travel�Card

Cardholder�Guide

Citi� Commercial Cards

Department of Defense

Page 2: Department of Defense Travel Card Cardholder Guide to the Citi Department of Defense Travel Card Program Official Department of Defense travel has just become easier with the Citi®

Index

Welcome�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�. 1

Cardholders Benefit �.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�. 1

Lost Luggage Insurance�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�. 2

Travel Accident Insurance �.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�. 2

Key Responsibilities �.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�. 2

Authorized Use �.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�. 3

Authorization Controls �.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�. 3

ATM Usage�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�. 4

Verifying Receipt of Your Card �.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�. 5

Reporting Lost or Stolen Cards �.�.�.�.�.�.�.�.�.�.�.�.�.�.�. 5

Ordering Replacement Cards�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�. 5

Account Statement �.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�. 6

Foreign Currency Conversion �.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�. 7

Card Statements�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�. 8

Paying Your Account�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�.�. 10

Resolving Transaction Disputes �.�.�.�.�.�.�.�.�.�.�.�.�.�.�. 11

Suspension/Cancellation Procedures �.�.�.�.�.�.�.�.�. 12

Page 3: Department of Defense Travel Card Cardholder Guide to the Citi Department of Defense Travel Card Program Official Department of Defense travel has just become easier with the Citi®

Welcome�to�the�Citi�Department�of�DefenseTravel�Card�Program

Official Department of Defense travel has justbecome easier with the Citi® Departmentof Defense (DoD) Travel Card.

Since�1812,�Citi�has�been�serving�customers�withinnovative�banking�and�financial�solutions.��In�thecredit�card�industry,�Citi�has�set�the�standard�forthe�world.

We�have�combined�our�vast�experience�inworldwide�travel�card�management�andunparalleled�technological�expertise�to�develop�aflexible�and�convenient�purchasing�and�paymenttool.��Your Citi DoD�Travel�Card�makes�it�easy�foryou�to�purchase�travel�and�travel-related�services,reduces�the�need�to�carry�cash�and�assists�you�withrecord�keeping.

Cardholders�benefit�from:

Worldwide acceptance.

The�Citi DoD�Travel�Card�is�accepted�at�up�to�30million�locations�worldwide.

Exceptional dedicated customer services,wherever you are.

Our�Customer Service Center�is�committed�tosatisfying�the�needs�of�all�Citi DoDTravelCardholders.��Inside�the�U.S.,�simply�call�us�toll-freeat�1-800-200-7056,�24�hours�a�day,�seven�days�aweek,�every�day�of�the�year.��Outside�the�U.S.,�callcollect�at�757-852-9076.

We�are�here�to�answer�your�questions�and�providethe�assistance�you�need.

This�guide�presents�basic�procedures�and�rules�forcard�usage.��Should�you�have�questions�that�are�notanswered�in�this�guide,�contact�your�AgencyProgram�Coordinator�(APC)�or�Citi CustomerService Center.

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Page 4: Department of Defense Travel Card Cardholder Guide to the Citi Department of Defense Travel Card Program Official Department of Defense travel has just become easier with the Citi®

Lost�Luggage�Insurance

As�a�Cardholder,�you�will�receive�coverage�forpermanently�lost,�stolen�or�damaged�articleswhen�the�carrier�fare�is�charged�to�your Citi DoDTravel�Card.��This�coverage�will�be�secondary�tothe�Common�Carrier’s�liability�and�only�for�theamount�not�covered�by�them.��For�generalinformation�regarding�individually�billed�accounts,call�toll-free�1-800-586-8458.��If�calling�fromoutside�the�U.S.,�call�collect�at�804-673-1673.For�centrally�billed�accounts,�please�call1-800-200-7056.��If�you�are�outside�of�theU.S.,�call�Citi�collect�at�757-852-9076.

Travel�Accident�Insurance

In�addition,�as�a�Cardholder,�you�are�insured�againstaccidental�loss�of�life,�limb,�sight,�speech�or�hearingwhile�riding�as�a�passenger�in,�entering�or�exitingany�licensed�common�carrier,�provided�the�entirecost�of�the�passenger�fare(s),�less�redeemablecertificates,�vouchers�or�coupons,�has�been�chargedto�your�Citi DoD�Travel�Card.��For�moreinformation�regarding�this�policy�or�to�file�a�claim,call�toll-free�at�1-800-418-1515.

Key�Responsibilities

As�a�Cardholder,�you�have�a�number�ofresponsibilities.��It�is�important�to�understand�theseresponsibilities.

� You�are�responsible�for�understanding�theDoD’s�policies�and�procedures�regarding�thedefinition�of�official�DoD�travel�and�thedefinition�of�authorized�purchases�as�theyrelate�to�official�DoD�travel.

� You�are�responsible�for�keeping�youraccount�information,�such�as�addresses�andphone�numbers,�up�to�date.

� You�are�responsible�for�using�the�Citi DoDTravel�Card�only�for�purchases�that�complywith�these�policies.

� If�you�have�an�Individually�Billed�Account,�youare�personally�responsible�for�paying�allcharges�and�fees�and�reconciling�your

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account.��You�will�receive�an�AccountStatement�after�the�close�of�each�billingcycle;�it�must�be�paid�in�full�by�the�due�date.You�are�also�responsible�for�complying�withthe�terms�and�conditions�of�the�Travel Card

Cardholder Account Agreement that�youreceived�with�your�Citi DoDTravel�Card.

� If�you�have�a�Centrally�Billed�Account,�theDoD is�responsible�for�payment�of�chargesfor�official�travel-related�products�andservices�as�specified�in�its�policy.

Authorized�Use

Your�card�has�been�embossed�with�your�name�onit.��It�is�for�your�use�only.��No�other�member�ofyour�family,�office�or�the DoD is�authorized�to�useit.

In�addition,�your�card�can�be�used�only�for�officialDoD travel�and�travel-related�expenses�while�awayfrom�your�official�station/duty�station.��Theseinclude�the�following:

� Air�and�Rail�Tickets

� Transportation�Services

� Lodging

� Automobile�Rental

� Food�Service�Establishments

� Fuel

� ATM�Access,�if�authorized

Authorization�Controls

Authorization�controls�provide�the�DoD with�theability�to�control�how�and�where�you�use�yourcard.��Your�card�may�have�the�following�controls:

Standard�vs.�Restricted�Accounts:��Thetravel�card�program�for�the�DoD�has�assignedlimits�based�on�travel�needs.��These�limits�areauthorized�based�on�the�type�of�card�you�areassigned.��There�are�two�card�types�available�toDoD�Cardholders:�standard�and�restricted�cards.Standard�and�restricted�cards�are�established�by�theDoD to�set�your�spending�limits.��Standard

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accounts�have�higher�credit�limits�than�restrictedaccounts.��Limits�may�be�set�or�changed�by�theDoD at�any�time.

Per�transaction�dollar�limit:�The�amountyou�are�authorized�to�spend�on�a�single�purchase.A�purchase�may�consist�of�a�single�item�or�the�totalvalue�of�all�items�you�purchase�at�one�time.

Daily�transaction�limit: The�number�oftransactions�that�can�be�authorized�during�anygiven�day.

Card�usage�by�Merchant�Category�Code

(MCC):�A�code�assigned�to�a�group�of�merchantsoffering�similar�products�and�services.��You�may�berestricted�from�using�your�card�at�certain�types�ofmerchant�establishments�and�to�specific�dollarlimits.

Restrictions�on�ATM�transactions:�Limitson�the�number�of�and�dollar�amount�oftransactions�may�be�restricted.

Consult your APC to learn more about these controls.

ATM�Usage

Using�your�Citi DoDTravel�Card�for�cash�access�atATMs,�if�you�are�authorized�to�do�so,�is�anotherimportant�convenience�of�the�card.

Whenever�you�need�cash�for�official�business,�youmay�go�to�any�ATM�displaying�the�CIRRUS� orVisa� logo.��You�may�also�use�your�card�at�ATMs�inall�Citi�branch�locations.��Using�your�card�at�non-CitiATMs,�however,�may�result�in�an�access�surcharge.��Ifyou�use�your�card�in�this�manner,�be�sure�to�recordthe�amount�of�the�surcharge�and�identify�thesurcharge�in�your�reimbursement�request.

To�locate�an�ATM�in�a�particular�area,�consult�theVisa�Web�site�at�www.visa.com.��Or,�you�may�call1-800-CITI-ATM or�check�the�Citi�Web�site�atwww.citibank.com.

To�use�your�card�at�an�ATM,�you�will�need�aPersonal�Identification�Number�(PIN).��To�customizeyour�PIN,�please�call�the�customer�service�numberon�the�back�of�your�card�and�follow�the

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instructions�in�the�Voice�Response�Unit�(VRU).

Verifying�Receipt�of�Your�Card

You�will�receive�an�inactive�card�(i.e. a�card�not�yetready�for�use)�which�is�indicated�by�the�sticker�onthe�card.

We�request�that�you�verify�receipt�of�this�card�assoon�as�you�receive�it. Simply�call�the�telephonenumber�or�go�to�the�website�on the�sticker�whenyou�receive�the�card�and�follow�the�instructions.Once�this�process�is�completed,�your�card�is�verified.

Reporting�Lost�or�Stolen�Cards

Should�you�lose�your�card,�realize�that�it�has�beenstolen�or�notice�a�fraudulent�charge�on�your�AccountStatement,�notify�your�APC�and�Citi�immediately.��To�reach�the�Citi Customer Service Center,�call1-800-200-7056,�24�hours�a�day,�seven�days�a�week,every�day�of�the�year.��If�you�are�outside�of�the�U.S.,call�Citi�collect�at�757-852-9076.

After�you�report�a�lost�or�stolen�card,�Citi�will�sendyou�a�letter.��Follow�the�instructions�in�that�letter.

Cards�that�have�been�reported�lost�or�stolen�areblocked�immediately�from�usage.��If�unauthorizedtransactions�appear�on�your�Account�Statement,you�should�contact�the�Citi Customer ServiceCenter.

Ordering�Replacement�Cards

If�your�card�becomes�worn�out,�damaged�ordefective�in�any�way,�contact�the�Citi CustomerService Center�to�request�a�replacement�card.In�the�U.S.,�please�call�1-800-200-7056.��Outsidethe�U.S.,�call�Citi�collect�at�757-852-9076.

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Account�Statement

If�you�have�an�Individually�Billed�Account,�a�paperstatement�will�be�mailed�or�an�electronic�AccountStatement�will�be�available�within�five�businessdays�of�the�end�of�each�billing�cycle.��The�AccountStatement�will�show�all�transactions�that�wereposted�during�the�billing�cycle.��You�are�requiredto�review�the�statement�to�verify�that�you�madeall�the�charges�and�that�they�are�correct.��Youmust�pay�the�full�amount�by�the�due�date�shownon�the�statement.

If�you�have�a�Centrally�Billed�Account,�you�willreceive�an�Account�Statement�for�use�in�verifyingyour�charges.��The�Account�Statement�is�for�yourreference�and�is�not�an�invoice.

A�sample�Account�Statement�is�shown�on�theopposite�page.��It�is�important�to�familiarizeyourself�with�its�details.

The�Account�Statement�includes:

A. Invoice�Date

B. Cardholder’s�Name�and�Address

C. Amount�Due�in�total�dollars

D. Citi�Customer�Service�Center�toll-freeand�collect�telephone�numbers

E. Citi�Customer�Service�Center�address

F. Foreign�Conversion�Rate�(if�applicable)

*Information�about�transaction�disputes�is�shownon�the�reverse�side�of�the�statement.

Page 9: Department of Defense Travel Card Cardholder Guide to the Citi Department of Defense Travel Card Program Official Department of Defense travel has just become easier with the Citi®

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Foreign�Currency�Conversion

If�you�make�charges�to�your�Citi DoDTravelCard�in�a�foreign�currency,�your�transaction�willbe�posted�and�shown�on�your�Account�Statementin�U.S.�dollars.��The�Bank�will�pass�along�allcharges�assessed�by�the�bankcard�associations.The�fee�will�apply�as�a�separate�transaction�onthe�billing�statement.

Page 10: Department of Defense Travel Card Cardholder Guide to the Citi Department of Defense Travel Card Program Official Department of Defense travel has just become easier with the Citi®

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Card�Statements

With�our�online�statements�capability,�you�cansecurely�access�all�of�the�details�of�your�card�chargesonline�easily�and�streamlined�for�review.

Sign�Up

Once�you�receive�your�first�paper�statement�in�themail,�you�will�be�able�to�manage�your�account�onlinethrough�our card�statements�system.��To�begin:

� Click�on�the�“sign�up” action.

� Read�through�and�continue�past�the�registrationdisclaimer.

� Enter�your�account�information�as�it�is�suppliedin�your�first�paper�statement�and�continue.

� You�will�be�prompted�to�create�a�User�Nameand�Password.

A. Your�user�name�is�not�case�sensitive(for�example,�you�may�type�in�jdoe01or�JDOE01).

B. Your�password�is�case�sensitive�andmust�be�4�to�9�characters.

i. It�must�contain�a�mix�of�alphabeticuppercase,�lowercase,�and�numericcharacters.

ii. It�cannot�contain�leading�or�trailing�spaces.

iii. It�cannot�contain�more�than�twoconsecutive,�identical�characters.

iv. Please�note�that�if�you�decide�to�changeyour�password,�it�must�be�different�fromany�previously�used�passwords.

C. Answer�a�security�question�to�be�used�byCustomer�Service�to�verify�your�identity�ifyou�become�locked�out�of�your�account�dueto�numerous�failed�attempts�to�log�in�or�ifyou�have�forgotten�your�log�in�and�need�theinformation�emailed�to�you.

� Answer�an�additional�three�of�five�securityquestions.��These�will�be�used�to�verify�youridentity�whenever�you�sign�in�using�your�UserName�and�Password.

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Change�Profile

You�may�change�your�profile�at�any�time.��Thisincludes�changing�your�password,�email�address,sign-in�security�questions,�and�the�CustomerService�security�question.

View/Print StatementYour�DoD�Travel�account�statements�can�beviewed�by�choosing�the�“Statements”�action.��Youwill�be�able�to�view�past�statements�(up�to�12cycles)�from�the�date�drop-down�menu.��You�mayprint�the�statement�as�you�see�it�by�choosing�the“Print”�action.��You�also�have�the�option�ofdownloading�your�statements�in�PDF�format�as�wellas�downloading�the�data�elements�into�Excel�orcomma-separated�value�(CSV)�format�for�yourrecords�by�choosing�“Download.”

New�Transactions

You�will�also�be�able�to�view�unbilled�transactionsby�choosing�the�“New�Transactions”�action.��Thesecan�be�downloaded�in�Excel�and�comma-separatedvalue�(CSV)�format.

Online�Payment

Payment�of�account�balances�can�also�be�made�foronly�individual�bill/individual�liability�accountsthrough�our�online�statement�system.

� Select�the�“Pay”�action�on�your�statementscreen.

� You�will�be�prompted�to�provide�your�ABArouting�number�and�account�number.��You�cansave�this�account�information�in�order�to�skipthis�step�in�the�future.

� You�will�then�designate�the�dollar�amount�tobe�paid�from�that�account.

� Simply,�click�“Pay�Electronically”�to�initiatepayment.

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Paying�Your�Account

Citi�offers�the�convenience�of�four�paymentmethods:

Check�payments

You�can�mail�a�check�using�the�payment�couponand�window�envelope�sent�with�your�statement.Citi�will�post�the�payment�within�two�businessdays�after�it�has�been�received.

Wire�payments

Please�contact�your�financial�institution�to�initiatea�wire�payment�to�Citi.��Payments�made�by 1:00PM�ET�will�post�the�same�business�day.��If�madeafter�1:00�PM�ET,�the�payment�will�be�postedthe�following�business�day.

Payments�through�yourPersonal�Computer�(PC)

You�may�use�a�third-party�PC-banking�system�topay�your�account.��Because�Citi�does�not�controlthese�bill-paying�services,�payments�made�thisway�cannot�be�guaranteed�to�post�within�twobusiness�days.��Individual�bill/individual�liabilityaccount�holders�may�also�pay�through�the�onlinestatements�system.

Voice�Response�Unit�(VRU) Payments

Today,�our�VRU�offers�basic�account�informationas�well�as�payment�address.��You�may�also�speakto�a�representative�to�make�payment�through�ourQuik�Remit�system.��Developments�are�currentlybeing�made�regarding�further�paymentcapabilities�within�the�VRU.

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Resolving�Transaction�Disputes

You�are�responsible�for�initiating�the�disputeresolution�process�if�your�Account�Statement�listscharges�which�are:

� Unauthorized

� Incorrect

� For�merchandise�that�has�not�been�received

� For�returned�merchandise

You�should�also�initiate�the�process�if�your�AccountStatement�incorrectly�lists�a�credit�as�a�charge�or�ifa�credit,�for�which�you�have�been�issued�a�creditslip,�is�not�shown.

To�begin�the�dispute�resolution�process,complete�a�Cardholder Dispute Form.��You�canobtain�the�form�through�the�Citi CustomerService Center�or�through�your�APC.

Please�post�your�form�to:

Citibank (South Dakota), N.A.

PO Box 6408

Sioux Falls, SD 57117

Or�fax�to:�605-330-9902.

You�must�return�the�form�to�Citi�within�60�daysof�the�disputed�Account�Statement.��If�you�donot�submit�the�form�within�this�time�frame,�youmay�be�responsible�for�payment�of�the�charges.

You�are�not�responsible�for�payment�of�anydisputed�amount�while�Citi�is�researching�thedispute.��However,�you�must�still�pay�the�amountof�the�bill�that�is�not�in�question.

For�more�information�about�resolving�disputes,call�the�Citi Customer Service Center�at1-800-200-7056.��Outside�the�U.S.,�call�collectat�757-852-9076.

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Suspension/CancellationProcedures

Citi�may�begin�the�process�to�suspend�youraccount�if�it�is�past�due.

Your�account�will�be�considered�delinquent�ifpayment�for�the�undisputed�principal�amounthas�not�been�received�45�calendar�days�fromthe�closing�date�on�the�billing�statement�inwhich�the�charge�appeared.��You�will�receivenotification�from�Citi�requesting�payment�of�theundisputed�past�due�amount.��If�payment�hasnot�been�received�55�calendar�days�from�theclosing�date,�the�DoD and�you�will�be�notifiedthat�the�suspension�process�will�be�initiated.

The�DoD and�you�will�be�notified�of�a�point�ofcontact�to�assist�in�resolving�the�past�due�account.If�payment�for�the�undisputed�principal�amount�hasnot�been�received�61�calendar�days�from�theclosing�date,�your�account�will�be�suspended,�unlessotherwise�directed�by the�DoD.

The�DoD or�the�GSA�Contracting�Officer�has�theright�to�suspend�your�account�for�any�reason.Upon�payment�of�the�undisputed�principalamount�to�Citi,�your�account�will�be�reactivated.

Your�card�or�account�may�be�cancelled�if:

� Your�card�is�used�for�unauthorizedpurposes�and�Citi�has�the�DoD’spermission.

� Your�account�is�past�due�for�the�undisputedamounts�120�calendar�days�past�the�closingdate�and�all�suspension�procedures�havebeen�met�by�Citi.

� Your�account�has�been�suspended�twotimes�during�a�12-month�period�forundisputed�amounts�and�is�again�past�due.

� Your�account�has�been�paid�with�checksreturned�by�your�financial�institution�forinsufficient�funds�(NSF)�two�or�more�timesin�a�12-month�period.

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The�DoD and�you�will�be�notified�that�thecancellation�process�will�be�initiated.

If�payment�for�the�undisputed�principal�amount�hasnot�been�received�126�calendar�days�from�theclosing�date,�your�card�or�account�will�be�cancelledunless�otherwise�directed�by�the�DoD.��In�theevent�of�cancellation,�you�must�still�pay�allundisputed�amounts�due�to�Citi�under�the�termsof�the�Travel Card Cardholder Account Agreement.Your�account�information�may�be�reported�tocredit�reporting�agencies�if�your�account�iscancelled.��Also,�you�must�return�your�card�uponrequest�to�the�DoD.��Please�be�aware�that�use�ofyour�card�or�account�after�its�cancellation�will�beconsidered�fraudulent�and�may�cause�Citi�to�takelegal�action�against�you.

Citi�may�reinstate�cancelled�accounts�uponpayment�of�the�undisputed�principal�amount�andlate�fee.��The�late�fee�will�be�assessed�whenpayment�for�the�full�undisputed�charges�identifiedon�the�monthly�Statement�of�Account�is�notremitted�within�two�billing�cycles�plus�15�days�pastthe�statement�closing�date�on�the�Statement�ofAccount�in�which�the�charge�first�appeared.��If�theAccount�is�subject�to�split�disbursement�and�theGovernment�notifies�Citi�that�payment�delay�wascaused�by�the�Government�and�not�thecardholder,�then�the�late�fee�will�be�assessed�iffull�payment�is�not�received�within�30�days�afterthe�government�notification�to�Citi�of�suchpayment�error.��The�late�fee�is�$29.00�per�billingcycle�until�payment�is�received�by�Citi.��Citi�mayconduct�a�creditworthiness�check�on�you�prior�toreinstating�your�cancelled�account.��A�reinstatementfee�of�$29.00 will�be�charged�to�you�uponreinstatement.

Page 16: Department of Defense Travel Card Cardholder Guide to the Citi Department of Defense Travel Card Program Official Department of Defense travel has just become easier with the Citi®

Citi Customer Service Center

toll-free number: 1-800-200-7056.

Outside the U.S., call collect

at 757-852-9076.

TDD:�1-800-855-2880

For general information, visit

www.citimanager.com

Written correspondence, including

dispute forms, may be sent to:

Citibank (South�Dakota),�N.A.PO�Box 6408

Sioux�Falls,�SD 57117

Fax dispute forms to:

605-330-9902.

Other correspondence may

also be faxed to: 605-330-9900.

Available 24 hours a day,

seven days a week,

every day of the year.

Global�Transaction�Services

www.transactionservices.citigroup.com

©�2008�Citibank�(South�Dakota),�N.A.. All�rights�reserved.��Citi�and

Arc�Design�and�Citibank�are�registered�service�marks�of�Citigroup�Inc.

All other�trademarks�are�the�property�of�their�respective�owners.

CTN3737�4/08���������������������������������������F03-9940-8���CP08-61325


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