How Do I Dispute a Visa or Mastercard Transaction?

How Do I Dispute a Visa or Mastercard Transaction?

How Do I Dispute a Visa or Mastercard Transaction?

A transaction dispute occurs when you or an additional cardholder questions a transaction charged to your Citibank account.

At Citibank we aim to make the experience as easy for you as possible by providing you with detailed information on the steps involved. Visa and MasterCard have set rules and timelines for the dispute process, which can sometimes take up to 180 days to resolve.

We have also included some handy tips that may assist in avoiding future disputes.

Transaction dispute guidelines

  • Visa & MasterCard have a formal dispute process with set timeframes that Citibank must follow. To allow us to help you resolve your dispute you must contact us immediately on (84 28) 3521 1111 (84 28) 3521 1111 when you identify a suspicious transaction - ideally this should be within 60 days of the transaction date.
  • If your dispute is not about a suspected fraudulent transaction, you should question the transaction with the merchant or service provider. If no resolution is agreed, Citibank will act on your behalf in the formal dispute process.
  • In order for us to act on your behalf we need you to provide us with all the available information and supporting documentation along with the dispute form signed by the account owner.
  • Once Citibank receives your dispute form and supporting documentation we will liaise directly with the merchant's bank to request a copy of the transaction voucher if appropriate (charges may apply) or a reversal of the charge.
  • In the case of Mail or Telephone Order transactions, or PIN@POS, there is no 'transaction' voucher.
  • The merchant's bank will respond with either a copy of the voucher, a reversal of the charge or a request for more information. The bank will contact you by email if further information is required - please ensure that you respond within the timeframes as advised on the correspondence to ensure that we can continue your transaction dispute.
  • Dispute cases can take up to a maximum of 180 days depending on the nature of the dispute and it is important for you to stay in contact with Citibank and assist with the case until a resolution is achieved.

Official channels for dispute letter submission are:

  • Official Citi Branches:
    Citibank, N.A. – Ho Chi Minh City Branch
    Sunwah Tower, 115 Nguyen Hue Boulevard, District 1, Ho Chi Minh City, Vietnam.
    Citibank, N.A. – Hanoi Branch
    Horison Tower, 40 Cat Linh Street, Cat Linh Ward, Dong Da District, Hanoi.
  • Email:
    Please download a Cardholder’s Dispute Letter.


A valid dispute request *must* be lodged in a duly filled and signed Cardholder's Dispute Letter (the CDL); and sent to us via e-mail vncarddispute@citi.com, with the CDL as attachment, from your email address which has been registered with Citibank N.A. Vietnam. You may be requested to submit hardcopy of the CDL when necessary.

Please note that the email address vncarddispute@citi.com is intended exclusively for retail-card-transaction-dispute purpose. The bank may not respond to a conversation which is initiated for unrelated matter or is without the CDL as attachment.

Please Note:

Unauthorised transactions are charges that a cardholder claims to have never authorised. Citibank must block your card before pursuing the dispute with the merchant's bank.

Related links

Tips to avoid future disputes

  • Sign the signature panel immediately.
  • Memorise your Personal Identification Number (PIN) and never write it down.
  • If you choose your own PIN or change the one you were given, avoid obvious Choices such as your date of birth.
  • Do not tell anybody your PIN.
  • Always keep your sales and ATM receipts.
  • Check them against your card or bank statement when it arrives.
  • If any amount is incorrect or you spot a transaction you do not remember, notify us immediately on (84 28) 3521 1111 (84 28) 3521 1111
  • Keep a separate list of all your card numbers and the telephone number you should call if they are lost or stolen.
  • Check the sales receipt or figure shown on the terminal to ensure the amount is correct before you authorise the transaction.
  • Make sure the retailer gives the card back to you, along with your copy of the sales voucher.
  • Keep your card close to you - beware of pickpockets.
  • Cover your hand when entering your PIN.
  • In cases where the merchant advises that the machine did not process the transaction always ask for the VOID voucher.
  • If you wish to cancel a purchase and the merchant agrees, always request for a VOID or a CREDIT voucher. Keep this safe. The merchant has 30 days to reverse the transaction. If the amount is still not credited, call or write to us immediately with this VOID/CREDIT voucher and we will dispute it for you.
  • You may be asked to provide credit card imprints for advance deposits.
  • The merchant will also take an authorisation from us based on an estimate of your rental usage.
  • Where possible have the merchant process the authorisation as a DEPOSIT to avoid misuse.
  • The merchant can make use of this deposit if it is able to validate the amount charged to you.
  • Always request the Check-in document, which will have the details of your returned rental.
  • In case of any damage on return please report it to the merchant and have it mentioned in the Check-in document.
  • Note that as per the agreement you have made, the rental company has up to 3 months to debit your account, for any valid incidental charge which may be damages identified on or before return, traffic / parking violation, petrol, tolls, one way drop fee, etc. These details are mentioned in your rental contracts. Please always request a copy of the complete contract.
  • Before making Hotel transactions, please read through the Terms & Conditions of the Hotel.
  • Make a note on the cancellation timeframes & cancellation charges, Special Tariffs, etc.
  • Upon cancellation always request for a cancellation code or a mail confirmation that the reservation is cancelled.
  • Usually most merchants have a NO SHOW charge for a minimum of 1 day's room rate, if the reservation was unclaimed.
  • Note that the Hotel may charge for any services that you utilised during your stay but not charged during check out. These services may be Minibar usage or restaurant charges, etc.
  • Only give your card number to retailers that you know are reputable and reliable.
  • You might be asked for your cards CVV code which stands for 'card verification value' - This is the three digit code printed on the back of your card, either on, or to the right of the signature panel. You can give the merchant this code but NEVER give out your PIN.
  • Keep a record of your transactions, including the retailer's address and telephone number.
  • Make sure that your card details are encrypted securely before they're sent across the Internet - look for an unbroken key or lock at the bottom of your browser window or check the website address, which should begin with https:// rather than just http://.
  • Keep a record of your Internet transactions, including the retailer's website address.
  • Many online stores send customers e-mails summarising the purchase details - make sure you save or print these.
  • Some retailers will mention to you that the debit on your statement will appear under a different name to the merchant's name. Always make note of this detail or you may have trouble recognising the transaction upon receipt of your statement.
  • Before buying goods or services, read the delivery and return policies that should be on the retailer's website. Can unsatisfactory items be sent back? If the items are faulty, can you get a refund or a credit note?
  • The retailer's website should also have information about delivery arrangements and costs, currencies they accept and taxes that apply.
  • Look for a telephone number or e-mail address and note them down in case you have any questions.
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