Frequently Asked Questions

  1. 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).

  2. 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.

  3. 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.

  4. I don’t remember enrolling in the AccountCare/Balance Protector/Payment Safeguard/Credit Protector/PaymentAid/Credit Protection, Citi IdentityMonitor, or Watch-Guard Preferred program.

    You may have requested to enroll in one of these optional programs through a phone call, when you applied for your credit card, online or by replying to a mailing.

  5. Why was I charged an expedited payment fee?

    This fee was charged to Macy’s and Bloomingdales customers that made a same day payment over the phone using a checking account or debit card.

  6. Why have I received a refund check/statement credit?

    Refund checks/statement credits are being issued as a result of an agreement between Citibank N.A. and certain of its subsidiaries or Department Stores National Bank and the Consumer Financial Protection Bureau or Office of the Comptroller of the Currency.

  7. Is there a ‘catch’? Will cashing the check enroll me in some program?

    No, by cashing the check you will not be re-enrolled in your previously cancelled AccountCare/Balance Protector/Payment Safeguard/Credit Protector/PaymentAid/Credit Protection, Citi IdentityMonitor, or Watch-Guard Preferred program or any other program(s).

  8. I received a check but it was lost or damaged.

    Please review the letter you received to identify the program/fee and contact the applicable product toll-free number below to request a check re-issue. Note: You may be required to submit documentation in order to have the check re-issued.

    AccountCare 1-844-873-9056 (TTY: 1-888-221-9892)
    Balance Protector 1-844-873-9057 (TTY: 1-888-221-9892)
    Citi IdentityMonitor 1-844-873-9053 (TTY: 1-888-221-9892)
    Credit Protection 1-844-873-9059 (TTY: 1-888-221-9892)
    Credit Protector 1-844-873-9055 (TTY: 1-888-221-9892)
    Macy’s EZ Pay 1-800-410-1068 (TTY: 1-888-221-9892)
    PaymentAid 1-844-873-9058 (TTY: 1-888-221-9892)
    Payment Safeguard 1-844-774-7743 (TTY: 1-888-221-9892)
    Watch-Guard Preferred 1-844-873-9054 (TTY: 1-888-221-9892)

  9. Instead of a lost or damaged check being reissued, can it be electronically deposited into my checking/savings account if I provide the routing and account number?

    No, all refund checks are being sent via US mail to the address we have on file.

  10. I received a check but the payee name is incorrect.

    To request a name change/update, download the Payee Name Change Request Form and follow the directions for submission.

  11. I received a check but the payee is deceased.

    To request a check be reissued due to the payee being deceased, download the Request For Transfer Of Personal Property Request Form as applicable and follow the directions for submission.

  12. I received a letter advising me of a refund, however I never had a Citi issued credit card.

    You received the letter because our records indicate you were enrolled in either the Citi IdentityMonitor or Watch-Guard Preferred program. The refund was either issued in the form of a check to you, or applied to the Citi issued credit card that was billed for the program fees.

  13. The letter I received mentioned that ‘certain fees’ were being refunded. What are those fees?

    Refer to the letter you received for details regarding your specific program refund calculation.

  14. How was the amount of my refund check/statement credit determined?

    Refer to the letter you received for details regarding your specific program refund calculation.

  15. How did you get my updated address information?

    We used a variety of means to validate addresses including the USPS National Change of Address database.

  16. What steps will you take/what are you going to do if one of these products caused my credit card account to go delinquent?

    When applicable, we will update the information we sent to the credit bureaus.

  17. You increased my APRs because I was late on paying my bill or couldn’t pay my minimum due in full. Are you going to fix that?

    No, your APR will not be adjusted.

  18. I have questions regarding my Citi issued credit card account.

    For questions regarding your Citi issued credit card account, please contact us at the toll-free number on the back of your credit card.