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Frequently Asked Questions about Refunds


General Info

Refunds between $4.99 and $499.99 will be issued in the form of a Citi Cash Card. For other amounts, we will mail a check.
Note: Citi Cash Cards are non-reloadable. Prepaid Visa Debit Cards are issued by Citi Bank and can be used anywhere Visa debit cards are accepted.

Please ensure your service address and email address are accurate to avoid any delays. To update your service address, please call

Where is my refund?

Refunds take up to 10 working days to process. If it has been more than 10 working days, please contact Citi customer service at
(877) 855-7201, or prepaidhelp@citi.com.
Note: Disconnected customer refunds may take up to 6 weeks to process.

What does the card look like?

How can I get a check or ACH transfer for my refund?

In order to get a check or ACH transfer, contact Citi customer service at (877) 855-7201.
Note: You must have first received the cash card before requesting either an ACH transfer or for a check to be mailed.

Will I be notified once my refund is processed?

If you have an email on file, a message will be sent to that address once your refund is processed.

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