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CITI INDIA






FAQS - IMPORTANT UPDATE ON RECURRING MERCHANT PAYMENTS ON YOUR CREDIT/DEBIT CARD



 * What is a recurring Standing Instruction (s)/e-mandate?
   
   Recurring Standing Instruction(s) or mandate is a recurring payment facility
   offered on Citi credit and debit cards for payments across various
   Merchant/Product/ Service Providers such as OTT subscriptions (such as
   Netflix etc.), Mutual Funds and SIPs, insurance payments, utility bill
   payments, etc.

 * What is changing?
   
   Effective 1 October 2021, Recurring Standing Instruction(s) maintained with
   the Merchants can be authorized/approved by Citi only if the respective
   Merchant/Product/Service Provider has initiated the transaction request as
   per the new standards laid by RBI. If we don’t receive the transactions in
   the required format, we will be constrained to decline these recurring
   payments set up for your Standing Instruction(s) , to comply with the
   regulatory requirements

 * Why is bank making this change?
   
   As per RBI circular1 for ‘Processing of e-mandate on cards for recurring
   transactions’, Banks are advised to take customer authentications for all
   domestic/international transaction amounting greater than INR 5000 and notify
   customers for mandate setup, modification, cancellation or transaction
   authorization etc. Pursuant to this regulation, there may be transactions
   from merchants that would require authentication via OTP in case transaction
   amount exceeds INR 5000. This regulation is applicable to
   domestic/international recurring transactions maintained with the merchant
   directly by customer only.
   
   1RBI/2020-21/74 DPSS.CO.PD No.754/02.14.003/2020-21 & RBI/2019-20/47
   DPSS.CO.PD. No.447/02.14.003/2019 – 20

 * Why are the recurring transactions on my Standing Instruction(s) not
   processed and declined? (1st October 2021 onwards)
   
   As stated above, Bank has made the changes specified in RBI guideline and it
   seems that your Merchant has not yet made the changes specified in the
   regulation and hence these transactions are declined.

 * Why are the recurring transactions less than INR 5000 for my Standing
   Instruction(s) also getting declined as they do not require an AFA? (1st
   October 2021 onwards)
   
   Recurring transactions for amount less than INR 5000 are getting declined
   because the Merchant has not made the specified changes at their end and is
   not sending the transaction in formats specified by the regulators

 * Whom do I contact if recurring transactions for the Standing Instruction(s)
   on my card is declined?
   
   You will have to contact the Merchant/ Product/ Service Provider with whom
   you have set up the Standing Instruction(s).

 * What will happen to my international recurring transactions?
   
   As per RBI regulation, International Merchants/ Product/ Service Provider are
   also required to follow the same guidelines. If the International Merchant/
   Product/ Service Provider is not adhering to these guidelines and not sending
   the recurring transactions in the specified format, then it will be declined,
   irrespective of the amount.

 * What will happen to my e-mandate/ SI transactions if I have blocked CNP (Card
   not Present) functionality?
   
   If the Merchant/Product/Service Provider is sending the transaction details
   as per the regulations, then e-mandates/SIs will be processed even if the CNP
   functionality is blocked or in offline mode.

 * What if the Merchant/ Product/ Service Provider is not complying and I have
   upcoming recurring payments to be made?
   
   Please contact your Merchant/Product/ Service Provider and make alternative
   arrangements for payments like making one-time payments through Citibank
   Credit/ Debit card or setting up payments through the Confirm and Pay mode on
   Citibank Billpay to ensure continuity of service and avoid any defaults.

 * What will happen to my existing Standing Instruction(s)/e-mandates?
   
   As per the RBI regulation, this change is applicable to all recurring
   transactions- new or old. If your Merchant/Product/Service Provider is unable
   to send the transaction details as per the required format, it will be
   declined by Citi.
   
   You can register your Standing Instruction(s)/mandate again if the
   Merchant/Product/Service Provider has complied with the regulations

 * Which all Merchants are complying with the RBI requirement?
   
   You may check with your Merchants/Product/ Service Providers if they are
   complying with the new RBI guidelines and will be able to support recurring
   transactions in the specified format going forward.

 * Do we have any alternates for such recurring payments?
   
   You may explore the Confirm and Pay mode on Citibank Billpay. Please note
   that this is only available for domestic merchants who are onboarded on Bill
   pay platform.

 * I have few utility payments registered for recurring transactions on Citibank
   Billpay. Will that get declined too?
   
   This regulation is applicable to Domestic/International recurring
   transactions maintained with the Merchant/Product/ Service Provider directly
   by customer. If your utility payment Standing Instruction(s) registration was
   done using the Confirm and Pay mode on Citibank Billpay then there will be no
   impact to your utility bill payment due to this change. However, utility
   payment standing instruction(s) registration done on Auto Pay will be
   declined 29th December onwards. It is recommended that you de-register your
   existing Auto Pay standing instruction(s) and register afresh using the
   Confirm and Pay mode to avoid any defaults.

 * My Merchant/Product/ Service Provider says they have adhered to the new
   format, and Citi is declining the transactions despite them being represented
   correctly?
   
   Citi will not decline the transactions if Merchants/ Product/ Service
   Providers are adhering to and sending the transactions as per the RBI
   guidelines.

 * What is the exact change in the format, I spoke to my Merchant/Product/
   Service Provider they want to know?
   
   These are technical changes specific to Merchants/Product/ Service Provider
   as per RBI guidelines.

 * Can you share the transaction representation format template with me, since
   my Merchant/ Product/ Service Provider is unaware?
   
   These are technical changes specific to Merchants/ Product/ Service Provider
   as defined by RBI. Please ask them to reach out to their Acquiring
   Bank/Payment Aggregator/ Payment Gateway for the same.

 * Is this change only limited to new Standing Instruction(s)/ recurring
   transactions set up or for Old Standing Instruction(s)/ recurring set ups as
   well?
   
   As per RBI regulation, this change will be applicable to all recurring
   trasactions- new or old. Therefore, you are advised to register new Standing
   Instruction(s) for continuity of payments.
   
   You may also want to cancel your existing mandates with your Merchants/
   Product/ Service Providers to avoid any duplicacy in case a new mandate is
   registered.

 * Is it Citibank only or other banks are also impacted because of revised
   guidelines?
   
   The revised guidelines are applicable to all Domestic banks and you might
   have received similar communication from other banks as well. Please reach
   out to them for any further clarifications.

 * What will happen if my subsequent transaction amount is more than the mandate
   amount but less than the RBI limit of INR 5000?
   
   Your transaction will be stepped up by OTP authentication and for processing
   the same, successful OTP authentication would be required.

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