CBNA Customer Service — Comprehensive Professional Guide

What “CBNA” means and where to verify contacts

CBNA on a statement or transaction stands for Citibank, N.A., the bank entity that issues many Citi branded credit cards and manages retail banking operations in the United States. Citibank’s corporate headquarters is located at 399 Park Avenue, New York, NY 10022; the main corporate switchboard historically publishes as (212) 559-1000. For any transaction labeled “CBNA” you should always verify the contact information printed on the back of your physical card, on your monthly billing statement, or inside the secure pages of the official sites: citibank.com and citicards.com.

Because CBNA is used across multiple product lines (credit cards, retail banking, private bank accounts), the correct department, mailing address and phone number can vary by product and by state. Always use the exact phone number and postal address shown on your most recent statement or the secure message center in the Citi mobile app to avoid delays. If you do not have your statement, log in at citicards.com or citibank.com and check “Contact Us” — the site provides product-specific phone numbers, international collect numbers and secure messaging links.

Primary channels: phone, online, mail — and expected response timelines

Citi operates multiple contact channels: phone support, secure online messaging, in-app chat/callback requests, and traditional mail. For urgent fraud or lost/stolen cards, most issuers (including Citibank CBNA accounts) maintain 24/7 dedicated lines; for non-urgent billing, phone hours are often extended but may be limited on weekends. When you call, request and record the representative’s name, the reference or ticket number, and the timestamp — this preserves an audit trail if you need to escalate later.

For written disputes under U.S. consumer protections, the Fair Credit Billing Act (FCBA) requires you to send a written notice within 60 days of the first bill containing the error; the creditor must acknowledge receipt within 30 days and investigate/resolve within two billing cycles (no more than 90 days) in most cases. Use secure messaging in the Citi portal to create a timestamped, written record if you cannot or prefer not to send postal mail; keep copies of every page of any merchant receipt, email order confirmations, shipment tracking numbers and screenshots — these materially speed investigations.

Handling billing disputes, fraud and chargebacks

Begin every billing dispute by calling the number on the back of your card to request a provisional investigation and an account hold when appropriate. Follow immediately with a written dispute that includes: account number, transaction date, merchant name, amount, exact reason for dispute, and copies (not originals) of supporting documents. A concise, single-paragraph dispute sample: “I am writing to dispute billing error on my account ending in 1234. On 2025-07-12 I was charged $349.99 for Merchant X. I did not authorize this charge / did not receive goods. Please investigate and advise.” Send this through secure message or certified mail if you need proof of delivery.

For suspected fraud, request an immediate card block and reissue; typical shipping for a replacement card is 3–5 business days for standard delivery and 24–48 hours for expedited delivery (fees for expedited shipping can range; confirm current fee when you call). Note that Visa, Mastercard and most major networks offer “zero liability” for unauthorized transactions reported promptly, but the exact protection and timing can depend on network rules and merchant category; preserve time-stamped evidence and confirm protections with the agent.

Escalation paths and regulatory remedies

If front-line customer service does not resolve your issue within the times promised, escalate to a supervisor and ask for a written confirmation number and an expected resolution date. Maintain a simple escalation log (date, time, rep name, promised next steps). If a dispute remains unresolved after the FCBA timelines or the bank’s published response, file a formal complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov/complaint or by phone at 855-411-2372; the CFPB will forward the complaint and track responses on your behalf.

For bank regulatory matters beyond card disputes — for example, if you believe Citibank violated federal banking regulations — consult the FDIC (fdic.gov) or the OCC depending on the product. For contract or arbitration questions, review the cardmember agreement included with your account; small claims court or mediation are often options for smaller dollar disputes but check statute of limitations in your state.

Practical documentation checklist (use this when you contact CBNA)

• Account number and last four digits of the card; statement date and page where charge appears.
• Exact transaction date, merchant name as shown on statement, and transaction amount (e.g., 2025-06-18, “MERCHANT X”, $129.95).
• Supporting documents: merchant receipts, signed receipts, order confirmation emails, delivery tracking numbers, screenshots of digital purchases, and any merchant email correspondence.
• Deadlines and legal anchors: date you discovered the error and the 60-day FCBA written-notice deadline; request ticket/reference number at initial contact.
• Preferred remedy: credit to account, reversal, refund to original payment method, or chargeback initiation; state if you want provisional credit while investigation proceeds.

Service expectations, costs and best practices

Expect a practical resolution window of 30–90 days for many disputes; rapid fraud resolutions often occur within 1–7 business days for provisional credits but full merchant chargeback cycles sometimes take multiple weeks. Replacement card delivery times: standard 3–5 business days, expedited next-business-day or 24–48 hour options exist — always ask for current fees and verify if expedited shipping will be billed. Keep in mind that agents can place temporary or provisional credits against your account for verified unauthorized activity while the formal investigation continues.

Best practices: save digital and printed receipts for at least 12 months, reconcile your statement within 30 days, set up text/email alerts for transactions over thresholds (e.g., $50+), and enroll in two-factor authentication for the Citi online account to reduce fraud risk. When in doubt, use the secure messaging feature in citicards.com or the Citi mobile app so you have a documented communication trail tied to the account.

Which bank is CBNA?

Citibank North America
In most cases, CBNA refers to Citibank North America, the fourth-largest credit card issuer in the country with over 138 million customers. However, CBNA on your credit report may also stand for Credit Bureau of North America, Community Bank N.A, or Comenity Bank.

How do I email CBNA customer service?

Customer Care Center at [email protected] or 1.866. 764.8638.

What is an account CBNA?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview A CBNA account refers to a Citibank account, or an account with Citibank North America (Citibank, N.A.), especially if it appears on your credit report, often as part of a retail store credit card like The Home Depot or Best Buy card. However, “CBNA” can also stand for Community Bank, N.A., or even the Credit Bureau of North America, so context is important to determine the specific meaning of a CBNA account.  Citibank North America (Most Common Meaning) 

• Credit Cards: . Opens in new tabCBNA is frequently seen on credit reports associated with retail credit cards issued by Citibank, such as those for The Home Depot, Best Buy, or others. 
• Hard Inquiries: . Opens in new tabIf you apply for one of these cards, you might see a “hard inquiry” under the name CBNA on your credit report. 

Other Possibilities

• Community Bank, N.A.: . Opens in new tabThis is a regional bank where CBNA is the abbreviation for their name, and they also use it in their marketing, such as the “CBNA Credit Companion” service. 
• Credit Bureau of North America: . Opens in new tabThis refers to a collection agency, which may show up on your credit report if a debt you owe has been sent to them for collections. 

What to Do if You See CBNA on Your Credit Report

1. 1. Identify the Source: Look at the full entry on your credit report to see if it’s a credit card, a bank, or a collection agency. 
2. 2. Check for Recent Activity: If you applied for a Home Depot, Best Buy, or another store credit card recently, the CBNA entry is likely from Citibank. 
3. 3. Contact the Lender: If you don’t recognize the entry, contact the lender or collection agency directly to confirm the nature of the account and address any potential errors or fraudulent activity. 

AI responses may include mistakes. For financial advice, consult a professional. Learn moreWhat is CBNA on my credit report? | Solo Blog – SoloSuitIn most cases, CBNA refers to Citibank North America, the fourth-largest credit card issuer in the country with over 138 million c…SoloSuitTHD/CBNA: Why Is It on My Credit Report? – Credit KarmaApr 2, 2025 — The Home Depot® Consumer Credit Card. The Home Depot Commercial Revolving Charge Card. The Home Depot Commercial Accoun…Credit Karma(function(){
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How to dispute a credit report?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview To dispute a credit report, contact each credit bureau (Equifax, Experian, TransUnion) that has the error and submit a dispute letter (online or by mail) detailing the inaccuracy and including supporting documents. You can use the bureau’s online dispute center or send a certified letter with a return receipt requested. Keep copies of all correspondence and documentation for your records.  Steps to Dispute a Credit Report:

1. 1. Review Your Credit Report: Obtain your free annual credit reports and identify any errors, such as incorrect personal information, accounts, or balances. 
2. 2. Gather Supporting Documents: Collect any documents that prove the information is wrong, such as copies of paid bills, letters from the creditor, or police reports. 
3. 3. Send Your Dispute:
   • Online: Visit the website of the credit bureau with the error (Experian, Equifax, or TransUnion) and use their online dispute portal. 
   • By Mail: Send a clear dispute letter to the credit bureau’s mailing address, explaining what information is wrong and why. You can find dispute forms on their websites. 
4. 4. Use Certified Mail (Recommended): For mailed disputes, send your letter via certified mail with a return receipt requested to have proof of delivery. 
5. 5. Keep Records: Make and keep copies of your dispute letter, all supporting documents, and any correspondence from the credit bureaus. 
6. 6. Follow Up: The credit bureau has 30 days to investigate your dispute and will send you the results in writing. If the issue isn’t resolved, you can follow up or consider other options. 

Additional Steps:

• Dispute with the Furnisher: . Opens in new tabYou can also send a separate dispute to the business that provided the incorrect information (the furnisher). 
• Add a Statement to Your File: . Opens in new tabIf the dispute isn’t resolved to your satisfaction, you have the right to add a personal statement to your credit file explaining your side of the dispute. 
• File a Complaint: . Opens in new tabIf you still have issues after disputing with the credit bureau and furnisher, you can submit a complaint to the Consumer Financial Protection Bureau (CFPB)(CFPB). 

AI responses may include mistakes. For financial advice, consult a professional. Learn moreHow do I dispute an error on my credit report?Dec 18, 2024 — To dispute the information a furnisher provided to the credit reporting company, you can use our sample letter as a gu…Consumer Financial Protection BureauDisputing Errors on Your Credit Reports | Consumer AdviceYou should dispute with each credit bureau that has the mistake. Explain in writing what you think is wrong, include the credit bu…Federal Trade Commission (.gov)(function(){
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How do I contact Fscb 24 hour customer service?

If you have any questions or concerns please call 877-955-3722. the information. Instead, please contact First State Community Bank at 877-955-3722 for verification before responding to any such request.

How do I contact Citibank credit customer service?

1-800-347-4934
Please try again. For further assistance with your Credit Card account please call 1-800-347-4934. Banking customers can call 1-800-374-9700 (TTY:800-788-0002). We apologize for any inconvenience and thank you for your patience.