Citgo customer service: comprehensive guide for consumers and station operators

Overview — what Citgo customer service covers

Citgo Petroleum Corporation operates a national branded retail network and a downstream supply chain; customer service therefore covers two distinct domains: retail/consumer incidents (bad fuel, pump disputes, loyalty programs, receipts) and commercial/fleet services (billing disputes, card management, account reconciliation). For consumers the most common requests are refunds for misdispensed fuel, pump overcharges, convenience store product issues, and loyalty points disputes. For fleet and commercial customers the typical concerns are transaction-level billing errors, card loss/fraud, and disputed pricing or taxes.

Because Citgo’s retail outlets are individually owned and operated in many markets, the corporate customer service team often acts as an intermediary: it validates station records, coordinates refunds or credit reversals, and enforces brand standards with the local operator. This guide explains how to prepare a claims package, the channels Citgo uses to respond, expected timelines, and escalation options including regulatory complaint routes when a resolution is not achieved.

How to contact Citgo customer service

Start with the station where the transaction occurred: ask for the manager on duty and request the store/merchant ID printed on the receipt. If the station cannot resolve the issue, use Citgo’s official channels: the corporate website https://www.citgo.com and the Contact Us page (https://www.citgo.com/contact-us/) list forms and directional guidance for both consumer and commercial inquiries. Corporate correspondence can be directed to Citgo Petroleum Corporation, 1293 Eldridge Parkway, Houston, TX 77077; the website is the best place to find the latest phone numbers and email addresses for specific business lines.

When immediate safety or environmental issues are involved (fuel leakage, fire hazard, contaminated product with potential vehicle damage), notify local emergency services first and then contact the station owner and Citgo corporate channels. For commercial accounts, use the dedicated account manager or billing team contact that was provided when the fleet account was opened — these direct contacts dramatically shorten resolution time compared with general inquiries.

Information to collect before filing a claim

Effective claims are built on transaction-level evidence. Gather the paper or digital receipt, the pump number, exact date and time, purchase amount and unit price (e.g., $3.29/gal, $42.18 total), vehicle make/model and odometer if vehicle damage is alleged, and photos or video showing the pump display or the fuel received. If a convenience store product is defective, retain the product and its UPC/lot code and take timestamped photos.

• Date, time, and full station address (street, city, ZIP) — receipts often print the merchant/store ID; include that ID.
• Pump number and pump display photo showing gallons and price — this is critical for meter disputes or suspected pump calibration errors.
• Transaction ID, credit card last four digits or fleet card number, and authorization code (if available) for billing disputes.
• Photos of damage (vehicle, product) with close-ups and wide shots; mechanic/repair invoices if you seek reimbursement for repairs.
• Your contact information, desired outcome (refund, credit, repair reimbursement), and preferred method for resolution (check, account credit, card refund).

Typical resolution process and timelines

Citgo’s corporate teams and branded-retail support generally follow a tiered process: initial intake and acknowledgement, transaction verification with the station, decision and remedy offer, and follow-through (refund or corrective action). Expect an acknowledgement within 48 business hours for web or email submissions in many cases; substantive investigation commonly takes 5–14 business days, depending on the complexity (for example, a fuel contamination claim requiring lab analysis will take longer — typically 2–6 weeks).

Common remedies include a direct refund to the card used, store credit, a voucher for fuel or merchandise, or reimbursement for documented vehicle repairs. For commercial accounts, disputed charges are often provisionally reversed pending station-side POS reports and reconciliations — this process usually completes within the billing cycle (30 days), but urgent reversals can be expedited if fraud is suspected.

Special programs, fleet customers, and escalation

Citgo-branded fleet programs and commercial card services have specific SLA (service-level agreement) terms embedded in account contracts: fraud reporting windows, dispute thresholds, and reconciliation cutoffs. Commercial customers should reference their paperwork for exact timelines — many agreements require that disputes be reported within 60–90 days of the transaction. For recurring issues at a particular site (pump calibration concerns, repeated contamination), Citgo will typically assign a regional operations manager to audit the site and document corrective actions.

• Escalation path: station attendant → station owner/operator → Citgo branded-retail support → regional operations manager → corporate customer service (corporate review) → legal/regulatory action if unresolved.
• For unresolved charge disputes, file a dispute with your card issuer in parallel (card networks frequently have 120-day dispute windows); document Citgo case numbers and correspondence when doing so.

Regulatory routes and final tips

If a pump undercharges or overcharges you, or if meter accuracy is in question, you can file complaints with state weights and measures or the attorney general’s consumer protection office — pump calibration is regulated locally in every U.S. state. Retain all evidence: receipts, photos, and any repair invoices. For vehicle damage suspected from fuel, obtain a written assessment from a licensed mechanic and an itemized estimate; Citgo or the station operator will typically request these before authorizing reimbursement.

Practical final tips: always keep the full paper receipt until you are satisfied with the outcome; note the name of any employee you speak with and the time of the call; take timestamped photos on your smartphone at the scene. Use the Citgo website for account-specific forms and commercial contract details, and maintain centralized records if you manage multiple vehicles or a fleet — organized documentation reduces dispute resolution time from weeks to days.

What is the Help Desk support service?

Help desks primarily provide technical support to end-users, addressing their immediate technical issues. Service desks, on the other hand, offer a broader range of services, including handling incidents, service requests, and IT asset management.

Is Citgo still owned by Venezuela?

Since Citgo cut ties with its ultimate parent, Caracas-based state-run oil company PDVSA, in 2019, Venezuela has struggled to find new markets for its oil, while the Houston-based refiner has resorted to other crude suppliers.

What is the Citgo pension lawsuit?

Citgo Petroleum Corp. finalized a $14.75 million class settlement with retirees who accused the company of wrongly shortchanging their pension benefits.

What is going on with citgo?

Citgo, the U.S. seventh-largest refiner, saw its profit plummet to $305 million last year from nearly $2 billion in 2023, and registered losses between the fourth quarter 2024 and the first quarter this year. The company returned to profit in the second quarter.

How do I check the balance on my Citgo gas card?

Already Have a CITGO Gift Card? Check your available balance on your purchase receipt or call 1-800-533-3421. Need a new card? Call 855-598-4879.

What is the phone number for Citgo help desk?

1-800-423-8434
Help : Contact Us. 1-800-423-8434.