Frequently Asked Questions

General Information
About Our Products
Online Application
Privacy
Online Account Management

 

General Information

 

Question: How can I locate the nearest CitiFinancial branch office?
Answer: United States residents should use the United States CitiFinancial Branch Locator or call 800-995-2274 to contact the CitiFinancial branch office nearest your home.
 
Canada residents should use the Canada CitiFinancial Branch Locator or call 800-995-2274 to contact the CitiFinancial branch office nearest your home.

Puerto Rico residents should use the Puerto Rico Branch Locator or call 1-888-215-2853.

 

Question: How does your toll free number work?
Answer: In the United States and Canada, call 800-995-2274 to be automatically transferred to the CitiFinancial branch office nearest the phone from which you are calling. For example, if you call from work, you'll get the office nearest your place of business.
In Puerto Rico, if you have questions about our loan products during non-working hours, please call 1-888-215-2853.

 

Question: What are my branches hours of operation?

Answer: Our branches are generally open from 8:30 a.m. to 5:00 p.m. Monday through Friday, and 8:30 a.m. to 12:00 p.m. on some Saturdays. Please call your local branch for specific hours.

Question: What is the local telephone number for the branch where my account is housed?
Answer: Use the CitiFinancial Branch Locator to find the branch nearest your home.

United States Branch Locator
Canada Branch Locator
Puerto Rico Branch Locator

 

Question: How do I manage my CitiFinancial account online?
Answer: Go to the registration page for CitiFinancial's online account management site and follow the instructions.

 

Question: Where can I find my APR information online?
Answer: When logged into online account management, click on the "My Accounts" tab and then on "Account Details" to view your APR.

 

Question: How do I view my account balance?
Answer: When logged into online account management, click on the "My Accounts" tab and then on "Account Details" to view your current
balance.

 

Question: My account was moved to a new branch. Can I still access my account online?
Answer: Yes, you can still access your account online using the username and password you created when you registered. However, your account number will have changed. If you need to reset your username or password, you may need to use your newest account number. 

 

Question: If I renew my loan, will I still be able to log in with my existing Username and Password?
Answer: No. Because it is (ph: add ?a?) new loan with a new account number, you will need to register the new account for online account management.

 

Question: Why has my local branch changed?
Answer: If your local branch closes, you will be assigned to the next closest available branch. Please note that your account number may change as a result. You will still be able to login to online account management using your existing Username and Password, however, if you need to reset your username or password at any time, you must use your newest account number.

 

Question: Can I use my loan proceeds to buy a used car?
Answer: Yes! Apply online today.

 

Question: What is multi-factor authentication (MFA) and how does it work?
Answer: Multi-factor authentication is an extra level of security for verifying a customer's identity and preventing unauthorized users from accessing financial information.

 

Question: Why is there green highlighting in my address bar when I visit some pages on your website?
Answer: A green address bar means the site you?re visiting has been issued an Extended Validation (EV) SSL Certificate. Only sites that have undergone vetting to ensure their authenticity can receive this certificate.

 

Question: What is Extended Validation SSL?
Answer: Extended Validation (EV) SSL is an advanced version of Secure Sockets Layer (SSL), which is a security protocol that encrypts information exchanged by browsers and websites.

Both EV SSL and standard SSL secure your online transactions using 128-bit encryption, which is the strongest method available for commercial use.

The difference is that sites issued an EV SSL Certificate have undergone a more extensive evaluation by the certificate authority identified in the address bar. This helps to ensure the true identity of the site you're visiting and reduces the threat of phishing attacks, because the green highlight makes it easy to recognize website pages whose ownership has been verified.

 

Question: What browsers support Extended Validation?

Answer: If your browser supports EV and you visit a secure page on a website that has been issued an EV Certificate, you may see the address bar turn green or the company name appear in green at the top of the browser.

The latest version of many browsers support EV, including:
* Microsoft Internet Explorer 7+
* Mozilla Firefox 3.5+
* Safari 3.2+
* Opera 9.5+
* Google Chrome

Please visit your browser's support website to find out if it supports Extended Validation.

 

 

Product Questions

 

Question: How much money can I borrow from CitiFinancial?
Answer: CitiFinancial offers unsecured personal loans from $150 up to $5,000 with terms ranging from 12 to 60 months. Personal Loan from CitiFinancial

 

Question: How much money can I borrow from CitiFinancial Plus?
Answer: CitiFinancial Plus offers unsecured personal loans from $5,001 with terms ranging from 12 to 72 months. Personal Loan from CitiFinancial Plus

 

Question: What is your interest rate?
Answer: Depending on your needs we have a product with convenient terms and payments tailored to fit your budget. Take a look at our Product Matrix! Compare Products

 

Question: How can I choose the best product for me?
Answer: Depending on your needs we have a product with convenient terms and payments tailored to fit your budget. Take a look at our Product Matrix! Compare Products

 

Question: Who can qualify for a personal loan?
Answer: CitiFinancial/CitiFinancial Plus offers personal loans to customers depending on a variety of factors. Take a look at our qualification requirements! Who can qualify

 

Question: Do I need a co-applicant to apply?
Answer: You are not required to apply with a co-applicant.

 

Question: What credit rating/score do I need to be considered?
Answer: CitiFinancial/CitiFinancial Plus offers personal loans based on a variety of factors including your credit history. Loan decisions are typically made at your local CitiFinancial/CitiFinancial Plus office. Find your nearest branch to discuss your loan opportunities and apply.

 

Question: How long will it take to get approved?
Answer: You can get your money the same day your loan agreement is finalized. Just be sure to come in before noon. The approval process takes just a few minutes and it's hassle-free!. Find the nearest branch today!

 

Question: I already have a loan with you; can I apply for additional funds?
Answer: If you already have a loan with CitiFinancial/CitiFinancial Plus, please contact the local branch that is responsible for your account. Your local Branch Account Executive will work with you to find a product to meet your needs.

 

Question: How do I apply for a loan?
Answer: You can Apply Online. Or, find the CitiFinancial/CitiFinancial Plus branch office nearest to you, stop by or call, to complete an application.

 

Question: What information do I need to apply for a loan?
Answer: The information below provides an outline of what you will need to apply for a loan. Please note that when applying jointly, the information below must be provided by both the primary borrower and the co-applicant:
 
Name 
Address 
Phone Number (required for primary borrower only) 
Date of Birth 
Social Security Number 
Employer's Name 
Verification of Residence 
Verification of Employment 
Verification of Income 
Appraisals (secured real estate requests only) 
Title Searches (secured real estate requests only) 
Identification

 

Question: Who do I contact about my CitiFinancial Retail Services account?
Answer: Please call CitiFinancial Retail Services of Puerto Rico at 1-800-981-1022.

Applying Online

 

Question: How long does it take from the time I submit my application to when I find out whether I am approved for a loan?
Answer: Loan decisions are typically made at your local CitiFinancial/CitiFinancial Plus office. If you apply online today, you should receive an e-mail response in minutes, and your application will be transferred to your local CitiFinancial/CitiFinancial Plus office. A branch account executive will contact you to discuss your options, and you could have the money you need as soon as tomorrow!

 

Question: How do I know if I will qualify for a personal loan?
Answer: Final loan decisions are typically made at your local CitiFinancial/CitiFinancial Plus office and are based on a variety of factors including your credit history. You can review who can qualify for a personal loan for more information.

 

Question: Can I call the branch before I am approved for a loan, or do I have to wait for them to call me first?
Answer: Once you apply online, you should receive a response including the contact information for the local branch that received your application. If you have questions, you may contact this branch directly at any time. However, it's best to wait at least 24 hours to contact your local branch to ensure they have an opportunity to review your application information.

 

Question: Are there any fees to apply online?
Answer: There are no fees to apply online for a personal loan from CitiFinancial, and you are under no obligation to accept the offer presented to you.

 

Question: What can I do if my application for credit is turned down?
Answer: At CitiFinancial, we understand the importance of credit, so we would like to introduce you to Credit.com, a FREE service that:
 
1. Educates consumers on credit 
2. Provides information about making credit decisions in today's environment 
3. Helps find the right products to suit any financial need  
 
Credit.com was established to afford customers access to comprehensive education, information, and "best in class" credit products
and services.

 

Privacy

 

Question: How can I tell if an e-mail that appears to be from Citi is legitimate?
Answer: When receiving an e-mail, remember the following:
 
1. Citi will never ask you to type personal or account information into a pop-up window. 
2. Citi will never ask you to verify your account information online. 
3. Most fraudulent e-mails contain obvious spelling or grammatical errors. 
 
If you are still in doubt, do not respond or provide any of your personal information. For more information regarding fraudulent e-mails please visit: http://www.citibank.com/domain/spoof/learn.htm

 

Question: How do you collect and protect my personal information?
Answer: The security of personal information about you is our priority. Our goal is to maintain your trust and confidence when handling your personal information. We protect this information by maintaining physical, electronic, and procedural safeguards that meet or exceed applicable law. We train our employees in the proper handling of all personal
information.

 

Question: Do you share my personal information with other organizations?
Answer: From time to time, we may share your information with other companies who provide services to us. When we use other companies to provide services for us, we require them to protect the confidentiality of personal information they receive.

 

Question: Why do you need my personal information?
Answer: CitiFinancial uses your personal information to determine if you can be approved for a loan.

 

Question: How is your staff trained to deal with privacy issues?
Answer: Employees receive annual training on privacy issues. CitiFinancial also has privacy policies and procedures that are made available to all employees.

 

Question: Do I have any choices in how you use and share my personal information?
Answer: As a CitiFinancial customer, you have the opportunity to make choices about how personal information about you may be used and shared. As you consider this, we encourage you to make choices that enable us to provide you with quality products and services that help you meet your financial needs and objectives. You may review your choices at: http://www.citifinancial.com/common/citigroup_privacy.php

 

Question: What happens if I opt out of receiving marketing communications?
Answer: If you opt out of receiving all communication from CitiFinancial, you will no longer receive information about new products or special offers from CitiFinancial.

 

Question: Can you take me off your mailing list?
Answer: Please contact your local branch. An account representative can remove you from either our mailing or email lists.

 

Online Account Management

 

Question: How do I make an online payment?
Answer: Enrolled users of online account management can log in and click the "Make a Payment" tab and then click on the "Pay this Loan" button to get started.

 

Question: My payment is due today. If I make the payment online, will it be on time?
Answer: Yes. All online payments are posted on the day they are made. However, the money may not come out of your bank account for 1-3 days.

 

Question: How long does it take an online payment to post to my account?
Answer: All online payments are posted on the day they are made. However, the money may not come out of your bank account for 1-3 days.

 

Question: How do I know if a payment has been posted to my account?
Answer: Enrolled users of online account management can log in and click on the "My Accounts" tab and then click the "Account History" link to view past payments.

 

Question: Can I still mail a payment to CitiFinancial even if I am enrolled in Online Self Service?
Answer: Yes, you can still mail your payment with your payment coupon. Remember to write your account number on the check or money order and make it payable to CitiFinancial.

 

Question: How often can I pay my bill using online payments?
Answer: You can make one online payment per day, and you can have one online pending (not yet processed) payment at any given time.

 

Question: Can I add multiple payment accounts to pay my bill online?
Answer: Yes. Our system allows you to store information for up to four payment sources.

 

Question: Can I add my savings account as a payment account to pay my bill online?
Answer: Unfortunately, no. Only checking accounts can be used to pay bills online.

 

Question: How do I remove a payment account?
Answer: When logged into online account management, click on the "Make a Payment" tab and click on the "Payment Sources" link. Select the account you wish to remove and click on the "Delete" button.

 

Question: Can I change or delete a payment if I made a mistake?
Answer: If you scheduled a future payment in advance of your due date, you can make changes until 11:59pm ET on the day before your payment is scheduled. To change or delete a payment, click on the "Make a Payment" tab and then click on the "View/Modify Payments" link.

 

Question: I just made a payment, why can't I see it in Account History?
Answer: During periods of scheduled system maintenance, your payment may show as a pending payment until processing. To view pending payments, click on the "Make a Payment" tab and then click on the "View/Modify Payments" link.

 

Question: What if I need to make a payment and the system is down or unavailable?
Answer: If you need to make a payment during a time when the online account management site is down, please call or visit your local branch.

 

Question: Can I schedule an online payment to post to my account for a future date?
Answer: Yes, you can make a single, one time payment on the day of your preference.

 

Question: Can I have my payment automatically deducted from my checking account?
Answer: Yes. When logged into online account management, you can set up recurring payments by clicking the "Make a Payment" tab and then click on the "Pay this Loan" button to get started.

 

Question: How far in the future can I schedule a recurring payment?
Answer: The first payment in a recurring payment stream defaults to the next payment due date.  You can change your first payment to begin any day before your next payment due date. Your first recurring payment cannot begin after the next payment due date.

 

Question: I am setting up a recurring payment with a semi-monthly or bi-weekly frequency. Why is my first payment for the full monthly amount due?
Answer: The first payment for ALL recurring payments is the full amount of the monthly payment due to protect you from going ?interest short? on your account. Subsequent recurring payments will be paid with the bi-weekly or semi-monthly amount due.

 

Question: Can I make an online payment if I am enrolled in AutoPay?
Answer: Yes, you can always make an additional payment online if you are enrolled in AutoPay, however, you will not be able to set up online recurring payments.

 

Question: Where should I mail my payment?
Answer: For accounts in Puerto Rico, please mail your payment to:
PO BOX 70919
Charlotte, NC 28272-0919
 
Question: Why can't I see my Payoff payment in Account History?
Answer: Because of the way Payoff payments are processed, the transaction will not show in "Account History" immediately. Your Payoff payment may show as a pending payment until processing. To view pending payments, click on Payments and clicking on Modify/View Payments.

 

Question: Why isn't my balance showing as $0.00 after I made an online payment equal to my Payoff amount?
Answer: Because of the way Payoff payments are processed, your balance will not reflect your Payoff immediately. Your Payoff payment may show as a pending payment until processing. To view pending payments, click on the "Make a Payment" tab and then click on the "View/Modify Payments" link.

 

Question: I recently paid my account in full. Do I need to cancel my recurring payment?
Answer: No. Recurring payments are automatically cancelled when your account is closed. Your online account management access will be available for 60 days after your account is paid in full.

 

Question: Can I change my due date online?
Answer: No. Please call your local branch if you would like to change your due date.

 

Question: How can I view pending payments to my account?
Answer: Enrolled users of online account management can view pending payments by clicking on the "Make a Payment" tab and clicking on the "View/Modify Payments" link.

 

Question: How do I change my Username?
Answer: When logged into online account management, click to the "My Profile" link at the top-right hand side of the page and then click on the "Change Username" link.

 

Question: How do I change my password?
Answer: When logged into online account management, click on the "My Profile" link at the top-right hand side of the page and then click on the "Change Password" link.

 

Question: How do I change my address online?
Answer: When logged into online account management, click on the "My Profile" link at the top-right hand side of the page and then click on the "Change Address and Phone Number" link.

 

Question: How do I change my address if I am moving to a foreign country?
Answer: If you are moving out of the United States, Puerto Rico, or Canada, please call your local branch and provide them with your new address.

 

Question: My name has changed. Can I change my name for my account online?
Answer: If you would like to change your name with CitiFinancial, please call your local branch.

 

Question: I forgot my Username, how do I retrieve it?
Answer: To get your Username, please click on the "Forgot Username" link on the login page. You will need to enter your 15-digit account number, home phone number, and ZIP/Postal Code that CitiFinancial has on file. You will also be required to answer two security questions which you provided at registration. If you are still unable to retrieve your Username, please call our Online Support Center to verify the information you are entering matches what is on record with CitiFinancial:
 
United States: 1-866-466-9537
Canada: 1-866-466-0307
Puerto Rico: 1-866-466-1731
 
Your local Branch does not have the ability to reset your Username.

Question: I forgot my Password, how do I retrieve it?
Answer: To get your Password, please click on the "Forgot Password" link on the login page. You will need to enter your Username, 15-digit account number, home phone number, and ZIP/Postal Code that CitiFinancial has on file. You will also be required to answer two security questions which you provided at registration. If you are still unable to retrieve your Password, please call our Online Support Center to verify the information you are entering matches what is on record with CitiFinancial:
 
United States: 1-866-466-9537
Canada: 1-866-466-0307
Puerto Rico: 1-866-466-1731 
 
Your local Branch does not have the ability to reset your Password.

Question: I forgot the answers to my Multi-factor Authentication (MFA) Security questions, how do I reset them?
Answer: To reset your MFA security questions you will need to logout of online account access then:
1. Go to the login screen and click on the "Forgot Username?" link.
2. On the Forgot Username screen, enter your 15-digit account number, phone number, and ZIP/Postal code.
3. On the next screen, select "Register quickly and securely" from the Username drop-down menu.
4. Choose a new Username, Password, and then re-answer the five MFA security questions.
5. Review the Terms and Conditions and, if you agree, click the "I agree" button.
6. Your account will be re-registered for online account access. Please use your new Username and Password to manage your account online.

 

Question: How can I receive alerts about activity on my account?
Answer: To receive alerts about activity on your account, including upcoming due dates, posted payments, and more, log into online account management and select "My Profile" from the top menu (right-hand side). Then select "Change Account Alerts" and follow the on-screen instruction.

 

Question: Can I send you an e-mail with a question about my account?
Answer: Please call your local branch if you have a specific question about your account. Email is not secure and should not be used for sensitive account-related information.

 

Question: How do I cancel my enrollment in online account management?
Answer: Enrollment in online account management cannot be cancelled.

 

Question: Can I still log into online account management after my account is closed?
Answer: Your online account management access will be available for 60 days after your CitiFinancial account is paid in full. After 60 days, your online account management access will be cancelled.

 

Question: I have more than one CitiFinancial account. Can I access all of my accounts with the same login information (user name and password)?
Answer: No, you must create a user profile (username and password) for each CitiFinancial account you wish to access online.