Frequently Asked Questions


As advised in the letter you received from Citibank, if you believed that you were enrolled in a credit monitoring, wallet protection or debt protection product without your consent or knowledge of the program costs or benefits, you needed to submit a claim for a refund before the deadline printed in the letter. Unfortunately, that time has passed and you will not be able to submit a claim.

  1. How can I update my name and address?

    If you previously submitted a claim for a potential refund you can make address updates by contacting us at 1-844-774-7743 (TTY: 1-888-221-9892), Monday through Saturday 8:00 a.m. to 8:00 p.m. Central Time, except for recognized legal holidays. Please be prepared to provide your reference number from your notification letter when calling. If you do not have your reference number you will be asked to provide other identifiable information such as your name and previous address. To update any name changes you can download the Name Change Request Form.

  2. Can I call and speak to someone regarding the letter, potential refund or credit, and previous enrollment(s)?

    We are only offering web support at this time. The frequently asked questions below provide basic information about what to expect if you submitted a claim for a refund before the deadline as well as descriptions of the various programs.

  3. A claim was submitted for a refund by someone who is now deceased/I received a check but the payee is deceased.

    If you have received/do receive a check but the payee is deceased you can request a check be reissued by downloading the Request For Transfer Of Personal Property Request Form as applicable and follow the directions for submission. If you do not have the ability to print the Request For Transfer of Property Request Form you may call 1-844-774-7743 (TTY: 1-888-221-9892), Monday through Saturday 8:00 a.m. to 8:00 p.m. Central Time, except for recognized legal holidays and request that the form be mailed to you. Please note it may take up to 30 days to receive a mailed copy of the form.

  4. I submitted a claim but never heard back/have not received a refund (i.e. where is it/when will I get it)?

    If you submitted a claim for a potential refund and after review it is/was determined that a refund is/was due, the refund will be/would have been provided by the end of March 2018; if no refund is/was due, no communication will be/was sent.

  5. What is AccountCare/Balance Protector/Payment Safeguard/Credit Protector/PaymentAid/Credit Protection?

    These programs provided minimum due or account balance cancellation benefits, or deferral of the payment due date on the covered credit card account depending on the product variation and event type. Events varied by program but may have included job loss, disability, death and certain life events (e.g., marriage or divorce).

  6. What is Citi IdentityMonitor?

    The program provided credit reports, educational scores, credit monitoring and alerts based on the members credit file at one of the three bureau reporting companies. Members could upgrade at no additional cost to receive benefits from all three major credit reporting companies after enrollment.

  7. What is Watch-Guard Preferred?

    The program provided notification to credit and debit card issuers on behalf of the member if they reported their cards as lost or stolen.