FREQUENTLY ASKED QUESTIONS

GENERAL FAQs

1. What is Citi and UnionBank’s plan to ensure that the transition process is seamless and smooth
for clients?

We are delighted to have a strong partner in UnionBank, and are working closely with them to ensure a smooth
and seamless transition.

Following the transfer (“Transfer”) of your Citi credit card and/or Personal Loan accounts (“Accounts”) to
UnionBank on August 1, 2022 (“Effective Date”), you will be able to use your existing credit card/s or loan lines
under the same account and credit card number(s). You will continue to have access to Citi’s platforms, including
Citibank Online, Citi Mobile® App, CitiPhone, and ATMs. The same payment channels will remain available to
you. From and after Effective Date, UnionBank shall be your card issuer.

Should there be any change in the products or services after the Transfer, you will be notified by UnionBank.

2. What changes should I expect with the transfer of my Citi credit card and/or Personal Loan
Account(s) to UnionBank?

No immediate changes are expected following the Transfer. You will continue to enjoy the same credit limit, and
avail of rewards points and/or miles earned. Your physical Citi credit cards will also remain the same until advised
otherwise. From and after Effective Date, UnionBank shall be your card issuer.

Should there be any change in the terms and conditions after the Transfer, you will be notified by UnionBank

3. Can I pay my Citi credit card in UnionBank?

Both the UnionBank Online website and mobile app are currently able to accept payments for Citi credit cards
under the 'Pay Bills' option. You may also start paying over the counter at UnionBank branches, beginning August
1, 2022.

Paying your Citi credit card bill via the ‘Pay Bills’ facility of UnionBank Online website and app is free.

4. What will happen if I object to transfer my Citi credit card and/or Personal Loan Account/s to
UnionBank?

If you object to transfer your Citi credit card and Personal Loan Accounts, do reach out to us as soon as possible
so we can address your concerns.

Should you decide to close your Accounts with us, you will have to settle all your billed and installment balances
(regardless of tenor) in full before closure of your Account prior to the Effective Date.

CITI CREDIT CARDS REWARDS POINTS AND/OR MILES, CITI CREDIT CARD/ LOANS
PROMOS

5. What will happen to my Citi Rewards Points and/or Miles?

All your existing Citi Rewards points and/or miles on your credit card will continue to be recognized. There is no
change in the usage or the current conversion rates, and you will continue earning Rewards points and/or miles
for all eligible spend on your credit card(s).
 Rest assured that there will be no change in Citi Rewards points and/or miles you enjoy until you are advised
otherwise.

6. What happens to limited time offers that may coincide with the timing of the Transfer?

All ongoing offers on your Citi credit card and/or Personal Loan Accounts will continue to be fulfilled so long as you
are qualified under the terms of the promo and meet the eligibility criteria. There are no changes to the ongoing
campaigns and promos unless advised otherwise.

CITI CREDIT CARDS/LOANS WITH CITI MORTGAGE POWER LOAN

7. What if I still have an outstanding balance on my Citi Mortgage Power Loan?

You will continue to have the same account number(s). Should there be any change in the services, you will be
notified by UnionBank.

For more information on your Citi Mortgage Power Loan with an outstanding balance, you may call us at 8995-
5240, from 8am to 5pm, Mondays to Fridays.

CLOSED CITI CREDIT CARDS/LOANS

8. What if my closed Citi Credit Card and/or Personal Loan Accounts still have credit balance?

If your Citi Credit card and/or Personal Loan Accounts still have a credit balance, you can arrange for a
refund/payment by calling CitiPhone at 8995-9999 (Metro Manila and other provinces) or 234-9999
(Cebu).

9. Who can I talk to if I have other questions regarding the transfer of my Citi credit card and/or
Personal Loan Accounts?

If you have concerns or queries, please call CitiPhone at 8995-9999 (Metro Manila and other provinces) or 234
9999 (Cebu).