Department. CardholderGuide. Citi Commercial Cards Department of Defense

Transcription

1 Department ofdefense TravelCard CardholderGuide Citi Commercial Cards Department of Defense

2 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 Resolving Transaction Disputes Suspension/Cancellation Procedures... 12

3 WelcometotheCiti DepartmentofDefense TravelCardProgram Official Department of Defense travel has just become easier with the Citi Department of Defense (DoD) Travel Card. Since1812,Citihasbeenservingcustomerswith innovativebankingandfinancialsolutions.inthe creditcardindustry,citihassetthestandardfor theworld. Wehavecombinedourvastexperiencein worldwidetravelcardmanagementand unparalleledtechnologicalexpertisetodevelopa flexibleandconvenientpurchasingandpayment tool.yourcitidodtravelcardmakesiteasyfor youtopurchasetravelandtravel-relatedservices, reducestheneedtocarrycashandassistsyouwith recordkeeping. Cardholdersbenefitfrom: Worldwide acceptance. TheCitiDoDTravelCardisacceptedatupto30 millionlocationsworldwide. Exceptional dedicated customer services, wherever you are. OurCustomerServiceCenteriscommittedto satisfyingtheneedsofallcitidodtravel Cardholders.InsidetheU.S.,simplycallustoll-free at ,24hoursaday,sevendaysa week,everydayoftheyear.outsidetheu.s.,call collectat Weareheretoansweryourquestionsandprovide theassistanceyouneed. Thisguidepresentsbasicproceduresandrulesfor cardusage.shouldyouhavequestionsthatarenot answeredinthisguide,contactyouragency ProgramCoordinator(APC)orCitiCustomer ServiceCenter. 1

4 LostLuggageInsurance AsaCardholder,youwillreceivecoveragefor permanentlylost,stolenordamagedarticles whenthecarrierfareischargedtoyourcitidod TravelCard.Thiscoveragewillbesecondaryto thecommoncarrier sliabilityandonlyforthe amountnotcoveredbythem.forgeneral informationregardingindividuallybilledaccounts, calltoll-free ifcallingfrom outsidetheu.s.,callcollectat Forcentrallybilledaccounts,pleasecall Ifyouareoutsideofthe U.S.,callCiticollectat TravelAccidentInsurance Inaddition,asaCardholder,youareinsuredagainst accidentallossoflife,limb,sight,speechorhearing whileridingasapassengerin,enteringorexiting anylicensedcommoncarrier,providedtheentire costofthepassengerfare(s),lessredeemable certificates,vouchersorcoupons,hasbeencharged toyourcitidodtravelcard.formore informationregardingthispolicyortofileaclaim, calltoll-freeat KeyResponsibilities AsaCardholder,youhaveanumberof responsibilities.itisimportanttounderstandthese responsibilities. Youareresponsibleforunderstandingthe DoD spoliciesandproceduresregardingthe definitionofofficialdodtravelandthe definitionofauthorizedpurchasesasthey relatetoofficialdodtravel. Youareresponsibleforkeepingyour accountinformation,suchasaddressesand phonenumbers,uptodate. YouareresponsibleforusingtheCitiDoD TravelCardonlyforpurchasesthatcomply withthesepolicies. IfyouhaveanIndividuallyBilledAccount,you arepersonallyresponsibleforpayingall chargesandfeesandreconcilingyour 2

5 account.youwillreceiveanaccount Statementafterthecloseofeachbilling cycle;itmustbepaidinfullbytheduedate. Youarealsoresponsibleforcomplyingwith thetermsandconditionsofthetravel Card Cardholder Account Agreement thatyou receivedwithyourcitidodtravelcard. IfyouhaveaCentrallyBilledAccount,the DoDisresponsibleforpaymentofcharges forofficialtravel-relatedproductsand servicesasspecifiedinitspolicy. AuthorizedUse Yourcardhasbeenembossedwithyournameon it.itisforyouruseonly.noothermemberof yourfamily,officeorthedodisauthorizedtouse it. Inaddition,yourcardcanbeusedonlyforofficial DoDtravelandtravel-relatedexpenseswhileaway fromyourofficialstation/dutystation.these includethefollowing: AirandRailTickets TransportationServices Lodging AutomobileRental FoodServiceEstablishments Fuel ATMAccess,ifauthorized AuthorizationControls AuthorizationcontrolsprovidetheDoDwiththe abilitytocontrolhowandwhereyouuseyour card.yourcardmayhavethefollowingcontrols: Standardvs.RestrictedAccounts:The travelcardprogramforthedodhasassigned limitsbasedontravelneeds.theselimitsare authorizedbasedonthetypeofcardyouare assigned.therearetwocardtypesavailableto DoDCardholders:standardandrestrictedcards. Standardandrestrictedcardsareestablishedbythe DoDtosetyourspendinglimits.Standard 3

6 accountshavehighercreditlimitsthanrestricted accounts.limitsmaybesetorchangedbythe DoDatanytime. Pertransactiondollarlimit:Theamount youareauthorizedtospendonasinglepurchase. Apurchasemayconsistofasingleitemorthetotal valueofallitemsyoupurchaseatonetime. Dailytransactionlimit:Thenumberof transactionsthatcanbeauthorizedduringany givenday. CardusagebyMerchantCategoryCode (MCC):Acodeassignedtoagroupofmerchants offeringsimilarproductsandservices.youmaybe restrictedfromusingyourcardatcertaintypesof merchantestablishmentsandtospecificdollar limits. RestrictionsonATMtransactions:Limits onthenumberofanddollaramountof transactionsmayberestricted. Consult your APC to learn more about these controls. ATMUsage UsingyourCitiDoDTravelCardforcashaccessat ATMs,ifyouareauthorizedtodoso,isanother importantconvenienceofthecard. Wheneveryouneedcashforofficialbusiness,you maygotoanyatmdisplayingthecirrus or Visa logo.youmayalsouseyourcardatatmsin allcitibranchlocations.usingyourcardatnon-citi ATMs,however,mayresultinanaccesssurcharge.If youuseyourcardinthismanner,besuretorecord theamountofthesurchargeandidentifythe surchargeinyourreimbursementrequest. TolocateanATMinaparticulararea,consultthe Visa Websiteatwww.visa.com.Or,youmaycall CITI-ATM orcheckthecitiwebsiteat TouseyourcardatanATM,youwillneeda PersonalIdentificationNumber(PIN).Tocustomize yourpin,pleasecallthecustomerservicenumber onthebackofyourcardandfollowthe 4

7 instructionsinthevoiceresponseunit(vru). VerifyingReceiptofYourCard Youwillreceiveaninactivecard(i.e.acardnotyet readyforuse)whichisindicatedbythestickeron thecard. Werequestthatyouverifyreceiptofthiscardas soonasyoureceiveit.simplycallthetelephone numberorgotothewebsiteonthestickerwhen youreceivethecardandfollowtheinstructions. Oncethisprocessiscompleted,yourcardisverified. ReportingLostorStolenCards Shouldyouloseyourcard,realizethatithasbeen stolenornoticeafraudulentchargeonyouraccount Statement,notifyyourAPCandCitiimmediately. ToreachtheCitiCustomerServiceCenter,call ,24hoursaday,sevendaysaweek, everydayoftheyear.ifyouareoutsideoftheu.s., callciticollectat Afteryoureportalostorstolencard,Citiwillsend youaletter.followtheinstructionsinthatletter. Cardsthathavebeenreportedlostorstolenare blockedimmediatelyfromusage.ifunauthorized transactionsappearonyouraccountstatement, youshouldcontacttheciticustomerservice Center. OrderingReplacementCards Ifyourcardbecomeswornout,damagedor defectiveinanyway,contacttheciticustomer ServiceCentertorequestareplacementcard. IntheU.S.,pleasecall Outside theu.s.,callciticollectat

8 AccountStatement IfyouhaveanIndividuallyBilledAccount,apaper statementwillb edoranelectronicaccount Statementwillbeavailablewithinfivebusiness daysoftheendofeachbillingcycle.theaccount Statementwillshowalltransactionsthatwere postedduringthebillingcycle.youarerequired toreviewthestatementtoverifythatyoumade allthechargesandthattheyarecorrect.you mustpaythefullamountbytheduedateshown onthestatement. IfyouhaveaCentrallyBilledAccount,youwill receiveanaccountstatementforuseinverifying yourcharges.theaccountstatementisforyour referenceandisnotaninvoice. AsampleAccountStatementisshownonthe oppositepage.itisimportanttofamiliarize yourselfwithitsdetails. TheAccountStatementincludes: A. InvoiceDate B. Cardholder snameandaddress C. AmountDueintotaldollars D. CitiCustomerServiceCentertoll-free andcollecttelephonenumbers E. CitiCustomerServiceCenteraddress F. ForeignConversionRate(ifapplicable) *Informationabouttransactiondisputesisshown onthereversesideofthestatement. 6

9 ForeignCurrencyConversion IfyoumakechargestoyourCitiDoDTravel Cardinaforeigncurrency,yourtransactionwill bepostedandshownonyouraccountstatement inu.s.dollars.thebankwillpassalongall chargesassessedbythebankcardassociations. Thefeewillapplyasaseparatetransactionon thebillingstatement. 7

10 CardStatements Withouronlinestatementscapability,youcan securelyaccessallofthedetailsofyourcardcharges onlineeasilyandstreamlinedforreview. SignUp Onceyoureceiveyourfirstpaperstatementinthe mail,youwillbeabletomanageyouraccountonline throughourcardstatementssystem.tobegin: Clickonthe signup action. Readthroughandcontinuepasttheregistration disclaimer. Enteryouraccountinformationasitissupplied inyourfirstpaperstatementandcontinue. π YouwillbepromptedtocreateaUserName andpassword. A. Yourusernameisnotcasesensitive (forexample,youmaytypeinjdoe01 orjdoe01). B. Yourpasswordiscasesensitiveand mustbe4to9characters. i. Itmustcontainamixofalphabetic uppercase,lowercase,andnumeric characters. ii. Itcannotcontainleadingortrailingspaces. iii. Itcannotcontainmorethantwo consecutive,identicalcharacters. iv. Pleasenotethatifyoudecidetochange yourpassword,itmustbedifferentfrom anypreviouslyusedpasswords. C. Answerasecurityquestiontobeusedby CustomerServicetoverifyyouridentityif youbecomelockedoutofyouraccountdue tonumerousfailedattemptstologinorif youhaveforgottenyourloginandneedthe information edtoyou. Œ Answeranadditionalthreeoffivesecurity questions.thesewillbeusedtoverifyyour identitywheneveryousigninusingyouruser NameandPassword. 8

11 ChangeProfile Youmaychangeyourprofileatanytime.This includeschangingyourpassword, address, sign-insecurityquestions,andthecustomer Servicesecurityquestion. View / PrintStatement YourDoDTravelaccountstatementscanbe viewedbychoosingthe Statements action.you willbeabletoviewpaststatements(upto12 cycles)fromthedatedrop-downmenu.youmay printthestatementasyouseeitbychoosingthe Print action.youalsohavetheoptionof downloadingyourstatementsinpdfformataswell asdownloadingthedataelementsintoexcelor comma-separatedvalue(csv)formatforyour recordsbychoosing Download. NewTransactions Youwillalsobeabletoviewunbilledtransactions bychoosingthe NewTransactions action.these canbedownloadedinexcelandcomma-separated value(csv)format. OnlinePayment Paymentofaccountbalancescanalsobemadefor onlyindividualbill/individualliabilityaccounts throughouronlinestatementsystem. Selectthe Pay actiononyourstatement screen. YouwillbepromptedtoprovideyourABA routingnumberandaccountnumber.youcan savethisaccountinformationinordertoskip thisstepinthefuture. Youwillthendesignatethedollaramountto bepaidfromthataccount. π Simply,click PayElectronically toinitiate payment. 9

12 PayingYourAccount Citiofferstheconvenienceoffourpayment methods: Checkpayments Youcanmailacheckusingthepaymentcoupon andwindowenvelopesentwithyourstatement. Citiwillpostthepaymentwithintwobusiness daysafterithasbeenreceived. Wirepayments Pleasecontactyourfinancialinstitutiontoinitiate awirepaymenttociti.paymentsmadeby1:00 PMETwillpostthesamebusinessday.Ifmade after1:00pmet,thepaymentwillbeposted thefollowingbusinessday. Paymentsthroughyour PersonalComputer(PC) Youmayuseathird-partyPC-bankingsystemto payyouraccount.becausecitidoesnotcontrol thesebill-payingservices,paymentsmadethis waycannotbeguaranteedtopostwithintwo businessdays.individualbill/individualliability accountholdersmayalsopaythroughtheonline statementssystem. VoiceResponseUnit(VRU)Payments Today,ourVRUoffersbasicaccountinformation aswellaspaymentaddress.youmayalsospeak toarepresentativetomakepaymentthroughour QuikRemitsystem.Developmentsarecurrently beingmaderegardingfurtherpayment capabilitieswithinthevru. 10

13 ResolvingTransactionDisputes Youareresponsibleforinitiatingthedispute resolutionprocessifyouraccountstatementlists chargeswhichare: Unauthorized Incorrect Formerchandisethathasnotbeenreceived Forreturnedmerchandise YoushouldalsoinitiatetheprocessifyourAccount Statementincorrectlylistsacreditasachargeorif acredit,forwhichyouhavebeenissuedacredit slip,isnotshown. Tobeginthedisputeresolutionprocess, completeacardholder Dispute Form.Youcan obtaintheformthroughtheciticustomer ServiceCenterorthroughyourAPC. Pleasepostyourformto: Citibank, N.A. PO Box 6408 Sioux Falls, SD Orfaxto: YoumustreturntheformtoCitiwithin60days ofthedisputedaccountstatement.ifyoudo notsubmittheformwithinthistimeframe,you mayberesponsibleforpaymentofthecharges. Youarenotresponsibleforpaymentofany disputedamountwhilecitiisresearchingthe dispute.however,youmuststillpaytheamount ofthebillthatisnotinquestion. Formoreinformationaboutresolvingdisputes, calltheciticustomerservicecenterat OutsidetheU.S.,callcollect at

14 Suspension / Cancellation Procedures Citimaybegintheprocesstosuspendyour accountifitispastdue. Youraccountwillbeconsidereddelinquentif paymentfortheundisputedprincipalamount hasnotbeenreceived45calendardaysfrom theclosingdateonthebillingstatementin whichthechargeappeared.youwillreceive notificationfromcitirequestingpaymentofthe undisputedpastdueamount.ifpaymenthas notbeenreceived55calendardaysfromthe closingdate,thedodandyouwillbenotified thatthesuspensionprocesswillbeinitiated. TheDoDandyouwillbenotifiedofapointof contacttoassistinresolvingthepastdueaccount. Ifpaymentfortheundisputedprincipalamounthas notbeenreceived61calendardaysfromthe closingdate,youraccountwillbesuspended,unless otherwisedirectedbythedod. TheDoDortheGSAContractingOfficerhasthe righttosuspendyouraccountforanyreason. Uponpaymentoftheundisputedprincipal amounttociti,youraccountwillbereactivated. Yourcardoraccountmaybecancelledif: Yourcardisusedforunauthorized purposesandcitihasthedod s permission. Youraccountispastduefortheundisputed amounts120calendardayspasttheclosing dateandallsuspensionprocedureshave beenmetbyciti. Youraccounthasbeensuspendedtwo timesduringa12-monthperiodfor undisputedamountsandisagainpastdue. Youraccounthasbeenpaidwithchecks returnedbyyourfinancialinstitutionfor insufficientfunds(nsf)twoormoretimes ina12-monthperiod. 12

15 TheDoDandyouwillbenotifiedthatthe cancellationprocesswillbeinitiated. Ifpaymentfortheundisputedprincipalamounthas notbeenreceived126calendardaysfromthe closingdate,yourcardoraccountwillbecancelled unlessotherwisedirectedbythedod.inthe eventofcancellation,youmuststillpayall undisputedamountsduetocitiundertheterms ofthetravel Card Cardholder Account Agreement. Youraccountinformationmaybereportedto creditreportingagenciesifyouraccountis cancelled.also,youmustreturnyourcardupon requesttothedod.pleasebeawarethatuseof yourcardoraccountafteritscancellationwillbe consideredfraudulentandmaycausecititotake legalactionagainstyou. Citimayreinstatecancelledaccountsupon paymentoftheundisputedprincipalamountand latefee.thelatefeewillbeassessedwhen paymentforthefullundisputedchargesidentified onthemonthlystatementofaccountisnot remittedwithintwobillingcyclesplus15dayspast thestatementclosingdateonthestatementof Accountinwhichthechargefirstappeared.Ifthe Accountissubjecttosplitdisbursementandthe GovernmentnotifiesCitithatpaymentdelaywas causedbythegovernmentandnotthe cardholder,thenthelatefeewillbeassessedif fullpaymentisnotreceivedwithin30daysafter thegovernmentnotificationtocitiofsuch paymenterror.thelatefeeis$29.00perbilling cycleuntilpaymentisreceivedbyciti.citimay conductacreditworthinesscheckonyoupriorto reinstatingyourcancelledaccount.areinstatement feeof$29.00willbechargedtoyouupon reinstatement. 13

16 Citi Customer Service Center toll-free number: Outside the U.S., call collect at TDD: For general information, visit Written correspondence, including dispute forms, may be sent to: Citibank,N.A. POBox6408 SiouxFalls,SD57117 Fax dispute forms to: Other correspondence may also be faxed to: Available 24 hours a day, seven days a week, every day of the year. GlobalTransactionServices Citibank, N.A. All rights reserved. Citi and Citi and the Arc Design are registered service marks of Citigroup Inc. CTN37373/12 F CP