Flex Loan, BT
What is Citi Flex Loan?
Citi Flex Loan is a feature that allows you to borrow funds from your card’s available credit. Simply choose your loan amount and select the number of monthly payments that work for you, then pay it back in fixed monthly payments. There’s no credit inquiry or application required.
Will the customer be charged a fee if he made a payment in-store?
No. If in-store payments are available, there is no fee to make an in-store payment. Please review the back of your statement for payment options.
How long does it take to get the customers new card when it was sent regular mail?
The replacement card will arrive in the next 4-7 Business Days.
Who can opt-out or opt back into the ABU program?
Only the primary can make changes to opt out or back in.
When do we submit billing dispute?
A billing dispute is when the customer or authorized user made the purchase but believe there's an error in the charge. Billing disputes arise when there are errors or problems with the merchant billing.
How long will it take for a Balance Transfer to be deposited directly into the CM's bank account?
After processing, the funds should be deposited into your bank account in 1-2 business days. Your available credit will be reduced by the amount of the balance transfer and applicable fees.
Name customer payment options other than online, via our automated system, autopay or by mailing a check to Citi account.
Customers can use a convenient Text to Pay feature by texting Pay or Make a Payment to the appropriate Short Message Service (SMS) code. Normal cell phone charges may apply.
What happens if the customers ID doesn't match with his card? Will merchants allow him to use his card?
If needed, merchants can reach out to Citi Customer Service by calling the number on the back of the card to verify your identity.
What types of merchants participate in the ABU program? Name 2 types.
Many different types of merchants may participate in the ABU program. Examples include cable services, wireless services, gym memberships, utilities, magazine subscriptions, newspaper subscriptions, and trial merchants. Any merchant that is charging for a service every month or annually can be a part of the ABU program.
No, we need to wait for the charge to get posted
For BT, how will the customer's payments be applied?
We may apply the portion of your payments up to your minimum payment due to lower APR balances first, including your transferred balances. Generally, payments above your minimum payment due will be applied to your highest rate balance first.
Is there a cost to receive Paperless Statements and E-communications?
There are no fees for receiving Paperless Statements or E-Communications.
A Middle Name is not permitted to use as a First Name
When a customer requests time to locate and retrieve a misplaced card what should you do?
Put a quick lock on the card.
What is the normal operating time for billing dispute dept?
They are open 24/7
What amount do the customer need to pay to avoid interest on purchases separate from his Citi® Flex Pay?
You won’t pay any interest on Purchases if you pay the “Adjusted New Balance + Flex Plan Monthly Payment” in full. This must be done by the payment due date shown on your statement each Billing Period. There is no pre-payment penalty.
Can customer still receive paper bills even if they are already enrolled into paperless billing?
No, they can only pick one
Is one word name acceptable?
One-word names are unacceptable
Up to how many days will the new temporary card numbers for Security Close in Account Online and the Citi Mobile App
Up to 10 days after they report the card lost or stolen
Is billing dispute department warm or cold transfer?
Billing dispute is an approved cold transfer department
To be eligible for Citi® Flex Pay, the customer purchase must be?
Equal to or greater than $75
Posted to your account during your current or last billing cycle
How far back will the customer's statements be available online?
How many characters can be entered in Sawgrass for the First Name, Middle Name, Last Name, or Suffix fields.
A total of 24 characters can be entered in Sawgrass for the First Name, Middle Name, Last Name, or Suffix fields.
What should you do if the customer-requested security closures with charges that need to be disputed?
Transfer the call to the Billing Dispute Expert Unit (BDEU).
What E-Mail address can be used If the customer asks where to send requested documents?
Read the following verbatim to the customer. No affirmation from the customer is required.
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