Contact Us

You'll be able to find answers to most queries regarding the transition to United Overseas Bank (Malaysia) Bhd (UOB) here.

You may contact us via the following channels:

03-2383 0000 (KL)

04-296 0000 (Penang)

07-3406000 (JB)

1800-82-1010 (Sabah & Sarawak)

CitiPhone Self-service Phone Banking

Email to us at:

For confidential or account related questions:

For your protection, please Log in to Citibank Online to send us your message via My Home Inbox

Compose and send us your secure mail. We will respond to your query within three (3) business days.

For submission of latest income documents:

Email to: incomeupdate@citi.com

Chat With Us Now:

For Confidential or account related questions:

For your protection, please Login to Citibank Online and connect with us through the live chat icon which is located at the Contact Us page.

For any general enquiries or feedback that is non-account related:

Contact our agents through this link https://chat.citibank.com.my/MY/WebChat/ or through the phone icon which is located on the right hand side.

Back to FAQs

Complaints Management Process

Contact

Should you have any complaint about the service provided to you, please call, log in to email or write to us as per the details provided above. We are committed to treat your complaints seriously and resolving them as quickly and fairly as possible.

Please furnish us your full name, account number and/or IC number, your current contact details in your email once you have logged in or in your correspondence to us together with the specific nature of your complaint.

Further Escalation

If you feel that your complaint has not been resolved in a satisfactory manner, you may then proceed to write to:

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

Once we have received your letter, Citi will investigate further and endeavor to review your complaint equitably and fairly. Please provide us the appropriate telephone or mobile number for us to reach out to you.

If we anticipate that your complaint would take longer than 14 days to be resolved, our officer will update you on the progress accordingly.

However, if you still require to speak to us, please contact us via Live Chat, login to Email or call via Citiphone Banking and provide us your full details and the concerns raised so that we can revert to you in due course.

Redress Channels

After going through the bank's internal complaint process and you still feel that your complaint has not been resolved in a satisfactory manner, you may escalate your complaint further to the respective parties as follows:

(i)

For complaints relating to restructuring of loans

Agensi Kaunseling Dan Pengurusan Kredit (AKPK)

AKPK offers Debt Management Programme (DMP) which is available to all individuals who need assistance in managing their personal debts with financial service providers regulated by Bank Negara Malaysia, provided that:

You have a positive net disposable income after meeting all your expenses
Your total debt exposure does not exceed RM2 million
You are not under any advanced litigation process such as bankruptcy notice/creditors petition etc.
You are not adjudged bankrupt

Contact details :

Agensi Kaunseling Dan Pengurusan Kredit
Level 5 & 6 Menara Bumiputera Commerce
Jalan Raja Laut
50350 Kuala Lumpur
Tel : 603-2616 7766 603-2616 7766
Website: www.akpk.org.my

(ii)

Other complaints

BNMTELELINK Contact Centre
Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur
Tel : 1-300-88-5465 (1-300-88-LINK) 1-300-88-5465 (1-300-88-LINK)
(Overseas: 603-2174 1717)
Operating Hours: 9.00 a.m. - 5.00 p.m. (Monday – Friday except public holiday)
Web form: telelink.bnm.gov.my
Live Chat: Click the icon or visit bnm.gov.my/livechat
Service available during Operating Hours

Ombudsman for Financial Services

Ombudsman for Financial Services (OFS) is an independent body set up to help settle disputes between customers and their financial institutions. You have six months to forward your complaint to OFS from the date of our final reply.

Ombudsman for Financial Services
Level 14 Menara Takaful Malaysia
No 4 Jalan Sultan Sulaiman
50000 Kuala Lumpur.
Tel : 603-2272 2811603-2272 2811 / Fax : 603-2272 1577603-2272 1577
Website: www.ofs.org.my
Email: enquiry@ofs.org.my

Securities industry Dispute Resolution Center (SIDREC)

SIDREC is an independent and one-stop dispute resolution service established by Securities Commission Malaysia to handle disputes related to capital market products and services.

Securities Industry Dispute Resolution Center (SIDREC)
Unit A-9-1 Level 9 Tower A
Menara UOA Bangsar
No. 5 Jalan Bangsar Utama 1
59000 Kuala Lumpur
Tel : 603-2282 2280 603-2282 2280 / Fax : 603-2282 3855603-2282 3855
Website: www.sidrec.com.my
Email: info@sidrec.com.my

The Association of Banks in Malaysia via ABMConnect

ABMConnect is an avenue set up by The Association of Banks in Malaysia for consumers to clarify any doubts and verify information on conventional banking issues.

The Association of Banks in Malaysia
A-11-1 AICB Building
No 10 Jalan Dato' Onn
50480 Kuala Lumpur
ABMConnect: 1-300-88-99801-300-88-9980 / Tel : 603-2202 7223603-2202 7223
Website: www.abm.org.my

eABMConnect: Submit your comments, queries or complaints at eABMConnect

Accounts that are not transferred to UOB:

Share Margin Financing
Accounts closed prior to 1st October 2022
Credit Card, Ready Credit, Unsecured Loan (Personal / Term) or Mortgage accounts that are closed and have zero balances