FREQUENTLY ASKED QUESTIONS
CITI-AXIS MIGRATION
CREDIT CARDS
JUNE 2024
Disclaimer: The information present in this document is intended solely for the restricted use of
customers who have been migrated to Axis Bank in 2024 and have received communication
from Axis Bank on their registered email address or mobile number.
Page 2 of 35
O003496512_06_2024
TABLE OF CONTENTS
Section 1 - General .............................................................................................................. 3
Section 2 - Product Features & Benefits ......................................................................... 7
Section 3 - Card Services .................................................................................................. 13
Section 4 - Rewards & Benefits ...................................................................................... 15
Section 5 - Statements & Payments ............................................................................... 18
Section 6 - Fees, interest & charges ............................................................................... 21
Section 7 - Miscellaneous ................................................................................................. 26
Page 3 of 35
O003496512_06_2024
Section 1 - General
Q1.1 When is the migration from Citi to Axis Bank expected to be completed for all my
credit card relationships?
The migration of all your relationships, including card(s) will be completed by 15-07-2024. We
will keep you duly informed of any changes to this timeline.
Upon completion of the migration, i.e., 15-07-2024 onwards, you can start enjoying the
benefits of your new Axis Bank card(s) on your existing Citi-branded card(s).
Your Citi-branded card(s) will continue to work seamlessly till you receive your new Axis Bank
card(s) within a few months after the migration. We will share more details with you in due
course.
Q1.2 What changes should I expect on my credit card transactions post migration?
To ensure a smooth transition, we have ensured minimal changes in the way you use your
credit card. Please refer to the table below for details on what changes and what remains the
same on your card(s) post migration date
1
:
Card features and services
Pre migraon day
Post migraon day
Card
details
Card PIN
Remains the same
Card number, expiry date and CVV
Remains the same
Card controls and limits
(Point of Sale, Contactless, E-
commerce, ATM, and internaonal
transacons)
Remains the same
2
Combined Credit Limit across all
Axis Bank and Ci-branded cards
Remains the same
2
Fees &
statements
Outstanding balances and ongoing
EMIs
Remains the same
Billing cycle – Statement
generaon date and payment due
date
Remains the same
Page 4 of 35
O003496512_06_2024
Card features and services
Pre migraon day
Post migraon day
Annual fees and spend based fee
waivers
Remains the same
Statement preferences (Digital /
physical)
Remains the same
Payment channels
Cibank channels
Axis Bank channels
Digital services – Mobile or Internet Banking
Ci Mobile® App
/ Cibank Online
Account
Axis Bank Mobile
Banking App, open
/ Axis Bank
Internet Banking
Customer Service support
Ci Phone
18602102484
Axis Bank Phone
Banking
18001035577
Recurring payments / standing instrucons
No impact
Auto debit / e-NACH mandates for repayment
of credit card bills
No impact
3
Saved card / token on ecommerce merchants
(card-on-le)
No impact
Exisng Biller registraons on Cibank Online
Bill Pay and Ci Mobile ® App
No impact
Transacon alerts
(OTP, transacon, statement alerts)
Ci-branded
Axis Bank branded
E-commerce payment authencaon portal
Ci-branded
Axis Bank branded
Note:
1
Please note that your Citi-branded Card(s) will be migrated by 15-07-2024, and we will keep
you updated in case of any changes.
2
Credit Limit: Post migration, you will enjoy a combined total credit limit across all your Citi-
branded Credit Card(s) and Axis Bank Credit Card(s). In case you hold a Fixed Deposit backed
Page 5 of 35
O003496512_06_2024
credit card with Axis Bank, limit for the same will be available only on the Fixed Deposit-
backed card and will not be a part of the aggregate limit available on the unsecured cards.
3
e- NACH Mandates: For existing e-NACH mandates for your card repayment, presentation
will be done to your bank 3 days prior to the payment due date (PDD), to ensure timely credit
to your credit card account.
Q1.3 What are the key milestones to look out for with the upcoming migration of my Citi-
branded Credit Card(s) to Axis Bank?
Please find below the key milestones in your migration journey:
Key milestone date
Important informaon to note
Before migraon day
1
• Connue to use your Ci-branded Credit Card(s)
seamlessly, along with access to Cibank Online Account
and Cibank Mobile® App
• Expect limited service interrupon on your card services
a few days before migraon You will be informed of the
details in advance
On migraon day
1
• Migraon of your Cibank relaonship to Axis Bank
Expect limited services interrupon, including your access to
Cibank Online Account, and Cibank Mobile® App.
• Start availing benets of the new Axis Bank Credit
Card(s) on your exisng Ci-branded Credit Card(s)
Post migraon day
1
• Migraon completed for transfer of your Ci
relaonship to Axis Bank plaorms
Download and register on Axis Bank Mobile Banking App,
open to start viewing all your relaonships. If you are an
exisng customer of Axis Bank, log in to view your migrated
account(s).
Connue using your exisng Ci-branded Card seamlessly
and enjoy the benets of your new Axis Bank card on the
exisng Ci-branded Card.
• Reward point redempon available, including those
rewards previously earned, through Axis Bank EDGE
REWARDS portal
Page 6 of 35
O003496512_06_2024
Key milestone date
Important informaon to note
https://edgerewards.axisbank.co.in/lms/
H2 2024
• Your Ci branded Card(s) will be replaced by a new Axis
Bank Card(s). We will keep you updated in this regard
Note:
1
Please note that your Citi-branded Card(s) will be migrated by 15-07-2024, and we will keep
you updated in case of any changes.
Q1.4 Which Credit Card benefits will be applicable on my Citi-branded Credit Card till the
time I receive the new Axis Bank card?
Please refer the table below to find out the corresponding credit card effective migration day:
Sr.No.
Existing product name
New product name
effective migration day
Detailed terms and
conditions
1
Citi Rewards Credit Card
Axis Bank REWARDS
Credit Card
Click Here
2
IndianOil Citi Credit Card
INDIANOIL AXIS BANK
PREMIUM Credit Card
Click Here
3
Citi PremierMiles Card
Axis Bank HORIZON Credit
Card
Click Here
4
Citi Cash Back Credit Card
Axis Bank CASHBACK
Credit Card
Click Here
5
First Citizen Citi Credit
Card
AXIS BANK SHOPPERS
STOP Credit Card
Click Here
6
Citi Prestige Credit Card
Axis Bank OLYMPUS Credit
Card
Click Here
7
CitiBusiness Credit Card
Axis Bank REWARDS
Credit Card
Click Here
Page 7 of 35
O003496512_06_2024
Sr.No.
Existing product name
New product name
effective migration day
Detailed terms and
conditions
8
IndianOil CitiBusiness
Credit Card
INDIANOIL AXIS BANK
PREMIUM Credit Card
Click Here
9
IKEA Family Credit Card by
Citi
IKEA Family Credit Card by
Axis Bank
Click Here
Q1.5 How do I access my card post the completion of migration? Will I be able to access my
card with Citibank Online Account / Citi Mobile ® App credentials?
Until the migration takes place, you may continue to use Citibank Online Account and Citi
Mobile® App for accessing your card(s). Post-migration, if you are an existing Axis Bank
customer, you may continue to use your existing Axis Bank credentials to log in to Axis Bank
Mobile App, open or Internet Banking to access your card(s). If you are not an existing Axis
Bank customer, please register for Axis Bank Internet Banking/ Mobile App using existing Citi-
branded Card credentials. You can download the Axis Bank Mobile App, open at
https://www.axisbank.com/bank-smart/open-by-axis-bank/get-started while the Internet
Banking can be accessed at https://www.axisbank.com/bank-smart/internet-
banking/getting-started
Q1.6 Will I have to submit any applications or documents for migration to Axis Bank?
No, you do not need to sign or submit any forms or documents for the migration to Axis Bank.
On migration day, your existing Citi-branded Cards and Citibank account(s) will be transitioned
to Axis Bank card and Axis Bank account(s). We will keep you informed in case there is any
action required from your end.
Section 2 - Product Features & Benefits
Q2.1 I hold a Citi Rewards Credit Card. Which new card will I get and what will be the
associated benefits?
As a Citi Rewards Credit Card holder, you will be offered the Axis Bank REWARDS Credit Card
upon completion of the migration. Your new Axis Bank Credit Card will be delivered to you
in due course. Post migration, you can start enjoying the benefits of your new card, which are
detailed below, with your existing Citi-branded Credit Card:
• Earn 20 EDGE REWARD Points for every INR 125 spent on Apparel & Departmental
Stores
• Earn unlimited 2 EDGE REWARD Points for every INR 125 spent on other categories
Page 8 of 35
O003496512_06_2024
• Earn 1,500 bonus EDGE REWARD Points on net spends of INR 30,000 every statement
cycle
• Enjoy enhanced redemption options on your card across- Travel bookings via Axis Bank
TRAVEL EDGE platform, partner outlets, airline miles, catalogue purchases
• Now, enjoy complimentary lounge access twice per quarter at select domestic airports
• Get 30% off, twice a month on Swiggy
And many more.
For more details and product-related terms and conditions, Click Here
*Terms & Conditions Apply
Q2.2 I hold an IndianOil Citi Credit Card. Which new card will I get and what will be the
associated benefits?
As an IndianOil Citi Credit Card holder, you will be offered the INDIANOIL AXIS BANK
PREMIUM Credit Card upon completion of the migration. Your new Axis Bank Credit Card
will be delivered to you in due course. Post migration, you can start enjoying the benefits of
your new card, which are detailed below, with your existing Citi-branded Credit Card:
• Earn 6 EDGE Miles for every INR 150 spent on fuel transactions at registered IOCL
outlets
• Earn 2 EDGE Miles for every INR 150 spent on groceries
• Earn 1 EDGE Mile for every INR 150 spent on other categories
• Redeem EDGE Miles for free fuel instantly at IOCL Outlets or convert to IndianOil
XTRAREWARDS
• Redeem EDGE Miles across travel, partner outlets, airline miles, and catalogue
purchases
• Now, enjoy complimentary lounge access twice per quarter at select domestic airports
• Get 30% off on Zomato for food delivery twice a month
• Enjoy 1% fuel surcharge waiver on fuel transactions across 35,000+ IOCL outlets in
India
And many more.
For more details and product-related terms and conditions, Click Here
*Terms & Conditions Apply
Q2.3 I hold a Citi PremierMiles Card. Which new card will I get and what will be the
associated benefits?
As a Citi PremierMiles Card holder, you will be offered the Axis Bank HORIZON Credit Card
upon completion of the migration. Your new Axis Bank Credit Card will be delivered to you
in due course. Post migration, you can start enjoying the benefits of your new card, which are
detailed below, with your existing Citi-branded Credit Card:
Page 9 of 35
O003496512_06_2024
• Earn 5 EDGE Miles for every INR 100 spent on Axis Bank TRAVEL EDGE website &
airline websites directly
• Earn 2 EDGE Miles for every INR 100 spent on other categories
• Earn 1500 EDGE Miles every year on your card anniversary
• Redeem EDGE Miles for bookings using Axis Bank TRAVEL EDGE portal and across
catalogue purchases and partner outlets
• Transfer EDGE Miles to 20+ airlines and hotel loyalty programs
• Now, enjoy 2 complimentary lounge visits per quarter at international airports
• Continue to enjoy up to 8 complimentary lounge visits per quarter at domestic airports
• Enjoy exclusive offers with the Axis Bank Dining Delights program via EazyDiner
• Get 1% fuel surcharge waiver on fuel transactions
• Stay secured with a lost card liability cover of INR 10 Lakhs
And many more.
For more details and product-related terms and conditions, Click Here
*Terms & Conditions Apply
Q2.4 I hold a First Citizen Citi Credit Card. Which new card will I get and what will be the
associated benefits?
As a First Citizen Citi Credit Card holder, you will be offered the AXIS BANK SHOPPERS STOP
Credit Card upon completion of the migration. Your new Axis Bank Credit Card will be
delivered to you in due course. Post migration, you can start enjoying the benefits of your
new card, which are detailed below, with your existing Citi-branded Credit Card:
• Earn 20 FIRST CITIZEN Reward Points for every INR 200 spent on private label brands
of Shoppers Stop
• Earn 12 FIRST CITIZEN Reward Points for every INR 200 spent on other categories at
Shoppers Stop
• Earn 2 FIRST CITIZEN Reward Points for every INR 200 spent for other categories
• Redeem FIRST CITIZEN Reward Points instantly on the Shoppers Stop website and at
stores
• Enjoy complimentary Shoppers Stop Golden Glow membership, access to exclusive
sale previews and much more
• Enjoy exclusive offers with the Axis Bank Dining Delights program via EazyDiner
• Get 1% fuel surcharge waiver on fuel transactions
And many more.
For more details and product-related terms and conditions, Click Here
*Terms & Conditions Apply
Page 10 of 35
O003496512_06_2024
Q2.5 I hold a Citi Cash Back Credit Card. Which new card will I get and what will be the
associated benefits?
As a Citi Cash Back Credit Card holder, you will be offered the Axis Bank CASHBACK Credit
Card upon completion of the migration. Your new Axis Bank Credit Card will be delivered to
you in due course. Post migration, you can start enjoying the benefits of your new card, which
are detailed below, with your existing Citi-branded Credit Card:
• Enjoy up to 7% cashback on online spends, based on terms & conditions
• Earn unlimited 0.75% cashback on travel and offline spends
• Get 0.5% cashback up to INR 100, every month on your utility bills
• Enjoy exclusive offers with the Axis Bank Dining Delights program via EazyDiner
• Cashback earned during current billing cycle will be auto-credited in the next billing
cycle
And many more.
For more details and product-related terms and conditions, Click Here
*Terms & Conditions Apply
Q2.6 I hold an IKEA Family Credit Card by Citi. Which new card will I get and what will be
the associated benefits?
As an IKEA Family Credit Card by Citi holder, you will be offered the IKEA Family Credit Card
by Axis Bank upon completion of the migration. Your new IKEA Family Credit Card by Axis
Bank will be delivered to you in due course. Post migration, you can start enjoying the benefits
of your new card, which are detailed below, with your existing Citi-branded Credit Card:
• Earn 3 EDGE REWARD Points for every INR 100 spent at IKEA
• Earn 2 EDGE REWARD Points for every INR 100 spent on dining
• Earn 1 EDGE REWARD Point for every INR 100 spent on other eligible categories
• Redeem EDGE REWARD Points at IKEA stores instantly via SMS
• Enjoy exclusive offers with the Axis Bank Dining Delights program via EazyDiner
• Avail an exclusive interest rate of 13% p.a. on EMI conversions on your purchases at
IKEA stores
• Get 1% fuel surcharge waiver on fuel transactions
And many more.
For more details and product-related terms and conditions, click here
*Terms & Conditions Apply
Q2.7 I hold a CitiBusiness Credit Card. Which new card will I get and what will be the
associated benefits?
As a CitiBusiness Credit Card holder, you will be offered the Axis Bank REWARDS Credit Card
upon completion of the migration. Your new Axis Bank Credit Card will be delivered to you
Page 11 of 35
O003496512_06_2024
in due course. Post migration, you can start enjoying the benefits of your new card, which are
detailed below, with your existing Citi-branded Credit Card:
• Earn 20 EDGE REWARD Points for every INR 125 spent on Apparel & Departmental
Stores
• Earn unlimited 2 EDGE REWARD Points for every INR 125 spent on other categories
• Earn 1,500 bonus EDGE REWARD Points on net spends of INR 30,000 every statement
cycle
• Enjoy enhanced redemption options on your card across- Travel bookings via Axis Bank
TRAVEL EDGE platform, partner outlets, airline miles, catalogue purchases
• Now, enjoy complimentary lounge access twice per quarter at select domestic airports
• Get 30% off, twice a month on Swiggy
And many more.
For more details and product-related terms and conditions, click here
*Terms & Conditions Apply
Q2.8 I hold an IndianOil CitiBusiness Credit Card. Which new card will I get and what will be
the associated benefits?
As an IndianOil CitiBusiness Credit Card holder, you will be offered the INDIANOIL BANK AXIS
PREMIUM Credit Card upon completion of the migration. Your new Axis Bank Credit Card
will be delivered to you in due course. Post migration, you can start enjoying the benefits of
your new card, which are detailed below, with your existing Citi-branded Credit Card:
• Earn 6 EDGE Miles for every INR 150 spent on fuel transactions at registered IOCL
outlets
• Earn 2 EDGE Miles for every INR 150 spent on groceries
• Earn 1 EDGE Miles for every INR 150 spent on other categories
• Redeem EDGE Miles for free fuel instantly at IOCL Outlets or convert to IndianOil
XTRAREWARDS
• Redeem EDGE Miles across travel, partner outlets, airline miles, and catalogue
purchases
• Now, enjoy complimentary lounge access twice per quarter at select domestic airports
• Get 30% off on Zomato food delivery twice a month
• Enjoy 1% fuel surcharge waiver on fuel transactions across 35,000+ IOCL outlets in
India
And many more.
For more details and product-related terms and conditions, click here
*Terms & Conditions Apply
Page 12 of 35
O003496512_06_2024
Q2.9 I hold a Citi Prestige Credit Card. Which new card will I get and what will be the
associated benefits?
As a Citi Prestige Credit Card holder, you will be offered the Axis Bank OLYMPUS Credit Card
upon completion of the migration. Your new Axis Bank Credit Card will be delivered to you
in due course. Post migration, you can start enjoying the benefits of your new card, which are
detailed below, with your existing Citi-branded Credit Card:
(i) Earn and Redeem EDGE Miles:
• Earn 2 EDGE Miles on every INR 100 spent on international transactions
• Earn 1 EDGE Mile on every INR 100 spent on other spends
• Redeem EDGE Miles for travel bookings via Axis Bank TRAVEL EDGE portal and
across partner outlets, airline miles, and catalogue purchases.
• Convert EDGE Miles to 20+ airline and hotel loyalty programs (1 EDGE Mile = 4
partner points)
(ii) Exclusive benefits & features:
• On renewal of your membership annually, get 2500 EDGE Miles along with
complimentary gift vouchers worth INR 10,000 from ITC or Taj Hotels
• Every year upon renewal, receive a complimentary Taj Epicure membership
offering exclusive privileges at select Taj Hotels
• Enjoy a complimentary night on booking a 2-night stay at select hotels and
resorts, twice a year
• Now, enjoy a reduced forex mark-up of 1.8% on your international spends
• Enjoy unlimited complimentary access to domestic and international airport
lounges for primary and Add on card members. Enjoy annually up to 20
complimentary lounge visits for accompanying guests.
• Enhance your travel experience with 8 domestic airport meet-and-greet
services and 2 domestic airport transfers per year
• Enjoy 8 complimentary golf rounds / lessons annually at premier golf clubs for
primary cardholder and 1 guest across leading clubs in India. Get 1 additional
golf round / lesson for every INR 50,000 spent in a membership year.
• Experience 24x7 concierge services designed to meet your every requirement
• Enjoy complimentary ticket on every ticket purchased for 2 movie and 2 non-
movie shows, per month, on BookMyShow
• Enjoy exclusive offers with the Axis Bank Dining Delights program via
EazyDiner
And many more.
For more details and product-related terms and conditions, Click Here
*Terms & Conditions Apply
Page 13 of 35
O003496512_06_2024
Section 3 - Card Services
Q3.1 How and when will I get to know my Axis Bank Customer ID?
If you are an existing Axis Bank customer, you have already been assigned a unique Axis Bank
Customer ID. Post the migration, your entire Citi relationship will be mapped to your existing
Axis Bank Customer ID.
In case you do not have an existing relationship with Axis Bank, your new Axis Bank Customer
ID will be communicated via SMS and e-mail using your registered contact details, a few weeks
before migration. More details will be shared with you separately.
Q3.2 What are the various customer service channels available to me?
Below is the list of customer service channels available to you before and after migration:
• Before migration: Please reach out to Citibank customer service channels at
18602102484 for any assistance. For more information, click here
• After migration: Please reach out to Axis Bank customer service channels for any
assistance you may need. Our teams are well-equipped to help you with any questions
you may have, including those related to your Citibank relationships and the migration
process.
For more information on Axis Bank’s customer service channels, please refer to the
following link: click here
Q3.3 Post migration, how can I block my credit card in case of any fraudulent activity?
Post migration, if you wish to block your credit card, please use the Axis Bank service channels
as detailed below:
i. SMS ‘BLOCKCARD’ to 56161600 or +918691000002 from your registered mobile
number
ii. Call our phone banking team at 18001035577 or visit the nearest Axis Bank branch to
block your credit card
iii. Internet Banking:
• Log in to Axis Bank Internet Banking
• Go to ‘Cards’
• Select ‘Credit Cards’
• Select the respective Credit Card you want to block
• Click on ‘Block Credit Card’
iv. Axis Bank Mobile Banking App, open:
• Log in to open
• Click on ‘More’
Page 14 of 35
O003496512_06_2024
• Select ‘Other Services’
• Choose ‘Block Credit Card’
Q3.4 Post migration, what are the channels I can use for raising a dispute or reporting a
transaction as fraudulent?
On migration day, rest assured, all your ongoing disputes will be migrated to Axis Bank
platform.
Post migration, you can use the Axis Bank service channels to raise any new dispute or report
a fraudulent transaction:
i. Axis Bank Website:
• Go to the ‘Support’ section which can be accessed here-
https://application.axisbank.co.in/webforms/axis-support/index.aspx
• Scroll down to the ‘Reach us here’ menu
• You can choose the below options to raise a dispute or report a fraud:
▪ Connect via Email
▪ Connect via ‘Chat with Agent’
ii. Axis Bank Mobile Banking App, open:
• Select ‘Support’ on the landing page
• Scroll down to the ‘Reach us here’ menu
• You can choose the below options to raise a dispute or report a fraud:
▪ Connect via Email
▪ Connect via ‘Chat with Agent’
iii. Call Phone Banking at 18604195555, 18605005555 or 18001035577 (Toll-free
Number)
iv. Visit your nearest Axis Bank branch to raise a dispute or report a fraudulent transaction
Q3.5 What are the channels which will be used to inform me in case of a fraudulent
transaction on my card post migration?
As part of the transaction monitoring process, you will now be able to confirm or dispute un-
authorized transactions over an automated IVR call or SMS sent to your registered mobile
number or registered email-ID.
Q3.6 How will my unresolved service requests / disputes be managed post migration?
Rest assured, all your ongoing service request / disputes will be migrated to Axis Bank on the
migration day.
Post migration, all your existing service requests / complaints / disputed transactions will be
managed by Axis Bank. You may contact Axis Bank phone banking (18604195555,
18605005555 and 18001035577 (toll-free)) with the complaint ID for resolution.
Page 15 of 35
O003496512_06_2024
Section 4 - Rewards & Benefits
Q4.1 What will happen to my accumulated reward points or miles on my old / existing Citi-
branded Card?
All your unredeemed reward points, as of migration day, will be migrated and converted to
Axis EDGE REWARD Points or EDGE Miles depending on the product you own, while ensuring
that the monetary value remains the same. The points accumulated till the migration date will
remain never expiring. However, points earned post migration will expire after three years.
E.g.: Points earned on 10-08-2024 will expire on 10-08-2027.
Points earned post migration will also expire in case you have made no transaction, no reward
redemption and have not logged in to your EDGE REWARDS portal in a period of 365 days.
To understand the value of your accumulated reward points post migration, refer to the
rewards calculator here.
Please note, your reward balances across all banking products will be consolidated and can be
viewed on Axis Bank Mobile Banking App, open or Axis Bank EDGE REWARDS portal
Please refer to the table below for conversion details:
Sr. No.
Citibank Product Name
Axis Bank Product Name
Reward Conversion
Details
1
Citi Rewards Credit Card
Axis Bank REWARDS
Credit Card
1 Reward Point = 1.75
EDGE REWARD Points
2
IndianOil Citi Credit Card
INDIANOIL AXIS BANK
PREMIUM Credit Card
1 Turbo Point = 1 EDGE
Mile
3
Citi PremierMiles Card
Axis Bank HORIZON
Credit Card
1 Mile = 0.45 EDGE Miles
4
Citi Prestige Credit Card
Axis Bank OLYMPUS
Credit Card
1 Reward Point = 1 EDGE
Mile
5
CitiBusiness Credit Card
Axis Bank REWARDS
Credit Card
1 Reward Point = 2.5
EDGE REWARD Points
6
IndianOil CitiBusiness
Credit Card
INDIANOIL AXIS BANK
PREMIUM Credit Card
1 Turbo Point = 1 EDGE
Mile
7
IKEA Family Credit Card
by Citi
IKEA Family Credit Card
by Axis Bank
1 Reward Point = 1 EDGE
REWARD Point
Page 16 of 35
O003496512_06_2024
Note: Even though there may be changes in the number of reward points on your card(s) post
migration, the monetary value of your reward points will continue to remain the same.
Q4.2 What redemption options will I be able to enjoy on my Axis Bank EDGE REWARD
Points / EDGE Miles after migration?
Rest assured, you can continue to redeem your reward points through existing redemption
options. After migration, you can redeem your Axis Bank EDGE REWARD Points / Miles
through multiple redemption options across various channels, depending on your card type.
• EDGE REWARDS website: Redeem across catalogue purchases and voucher
redemption. Click here for details: https://edgerewards.axisbank.co.in/lms/
• TRAVEL EDGE portal: Redeem for flight, hotel & travel experience bookings and convert
as partner miles. Click here for details: https://traveledge.axisbank.co.in/TE/home
• SMS based redemption
• You can now also redeem your EDGE REWARD Points / Miles at partner outlets.
For terms and conditions on rewards redemption, please click here.
For details on partner miles conversion or Miles Transfer program, please click here.
Q4.3 Which points will be redeemed first during redemption: migrated Citi points or points
earned after migrating to Axis Bank?
After migration, all your migrated Citi points will be treated as if earned in Axis Bank on the
migration day. Points earned directly in Axis Bank will retain their original earn dates.
• If you are only a Citibank customer, with no existing Axis Bank relationship until
migration day, then your Citi points will be redeemed first, followed by Axis Bank points
which are earned after migration.
• If you are an existing Axis Bank as well as Citibank customer, then points earned in Axis
Bank before migration day will be redeemed first, followed by Citi points. Any reward
points earned after the migration day across all your cards will be redeemed as per their
respective earn dates.
Q4.4 After migration, will I be able to redeem my reward points against the outstanding
balance due on my credit cards?
You will be able to redeem your reward points against the outstanding balance on your
credit card from Q4 2024, tentatively. We will notify you as soon as this redemption option
is available to you.
Page 17 of 35
O003496512_06_2024
Meanwhile, upon completion of the migration on 15
th
July 2024, you can redeem your Axis
Bank EDGE REWARD Points / Miles through a wide range of other options that are now
available, depending on your card type:
• EDGE REWARDS website: Redeem across catalogue purchases and voucher
redemption. Click here for details: https://edgerewards.axisbank.co.in/lms/
• TRAVEL EDGE portal: Redeem for flight, hotel & travel experience bookings and
convert as partner miles. Click here for
details: https://traveledge.axisbank.co.in/TE/home
• SMS based redemption
• You can now also redeem your EDGE REWARD Points / Miles at partner outlets.
For terms and conditions on rewards redemption, please click here.
For details on partner miles conversion or Miles Transfer program, please click here.
Q4.5 I have a Citi Rewards Credit Card, and I can redeem my reward points only after
collecting 10,000 points. Will my reward points be migrated to the Axis Bank card if my
accumulated points are less than 10,000?
Yes, all your unredeemed reward points earned on the Citi Rewards Credit Card up to the
migration date will be converted to Axis Bank EDGE REWARD Points. Rest assured, the value
and benefits of these points will remain unchanged, and they will continue to never expire.
The transfer of reward points to Axis Bank does not depend on the number of points you
have earned.
Q4.6 Will I be able to view the reward points earned for each transaction?
Yes, for transactions completed after migration, you will be able to view corresponding
rewards points earned against each transaction, on the Axis Bank Mobile Banking app, open
and Axis Bank EDGE REWARDS website.
Additionally, all unredeemed Citi reward points earned as of migration day, will be converted
to Axis Bank EDGE REWARD Points or EDGE Miles depending on the product you own and
will be available at a cumulative level on Axis Bank Mobile Banking App, open and EDGE
REWARDS website.
Please follow the below steps to view your reward points post migration to Axis Bank:
• Log in to Axis Bank Internet Banking or Mobile Banking App, open
• Go to ‘Menu’
• Click on ‘Reward Points’
• Click on ‘Transaction History’
Page 18 of 35
O003496512_06_2024
• Visit ‘Earns’ or ‘Redemption’ section to see the points earned and redeemed per
transaction
Q4.7 Will the rewards redeemed in credit or cash be deducted from the amount due on my
statement?
Yes, the rewards redeemed in credit or cash will be adjusted against both the minimum
amount due and the total amount due on your statement.
Q4.8 Will I be charged any fees while redeeming my reward points?
There will be no redemption fee applied to your credit card(s).
Q4.9 Post migration, can I continue to avail offers which were applicable on my Citi-branded
Credit Card(s)?
Post migration, there will be change in the offers applicable on your Citi-branded Card(s). You
can avail offers across categories that are valid on your Axis Bank card(s). Additionally, you
will be able to enjoy up to 50% instant discount on 150+ partner brands with your Axis Bank
card, post migration. For the detailed list of offers, please visit our GRAB DEALS page:
https://www.axisbank.com/grab-deals/online-offers
Q4.10 I’m awaiting refund / reversal on one of my credit card purchases. Will that be
impacted due to migration?
No, there will be no impact on your refund / reversal due to migration. They will be processed
as and when they are received from the merchant. These can be viewed on your Citibank
Online Account or Citi Mobile ® App before migration and on Axis Bank Mobile Banking App,
open or Internet Banking platform after migration.
Section 5 - Statements & Payments
Q5.1 How do I pay my credit card bills after migration?
Post migration, please make payments towards your credit card outstanding via various
payment methods as detailed below:
i. Pay from Axis Bank Savings Account
• Axis Bank Internet Banking
• Axis Bank Mobile Banking App, open
Page 19 of 35
O003496512_06_2024
• Auto Debit
• Pay at ATM
• Cash / Cheque Payment*
* Note: For repayments done by cheque, credit will be processed to your card account
when funds are realised at Axis Bank’s end.
ii. Pay from other bank savings account
• Pay via UPI (from any UPI enabled application like Google Pay, PhonePe etc.).
• NEFT facility using the below details:
Beneficiary Name
Name as on credit card
Beneficiary Bank Name
Axis Bank
Beneficiary Branch Name
Mumbai
Beneficiary Account Number
Your 16-digit credit card number
IFSC
UTIB0000400
iii. Pay Online: Click Here
For further details, please refer the following: https://www.axisbank.com/make-
payments/credit-card-bill-payments/pay-your-credit-card-bills
Q5.2 Will I be able to access historical transactions and statements for my credit card after
migration on Axis Bank Mobile Banking App, open / Internet Banking?
Post migration, you will be able to view your credit card statements for the past 18 months
through Axis Bank Mobile Banking App, open or Internet Banking.
Page 20 of 35
O003496512_06_2024
Q5.3 Will the auto-debit facility set up for repayment of my credit card bill remain active
post migration?
Yes, post migration your existing auto-debit facility will remain active on your credit card.
Kindly maintain sufficient balance in your account to ensure repayment of card dues on
payment due date, failing which, your repayment will be missed, and applicable interest, fees,
and charges may be levied.
Q5.4 Will the existing standing instructions/ recurring payments set up on my card continue
to work after migration?
Yes, any standing instructions / recurring payments that you currently have in place with
merchant / product / service providers such as for OTT subscriptions (such as Netflix etc.),
mutual funds and SIPs, insurance payments, utility bill payments, etc. will continue to work
after migration as usual.
After migration, please sign-up on https://www.sihub.in/managesi/axisbank to view and
manage standing instructions set up on your card.
Please find the detailed steps below:
• Visit Axis Bank SI Hub portal at: https://www.sihub.in/managesi/axisbank
• Click on ‘Sign-up’
• Enter profile details (name, email address) and set up your account password
• Verify your details using the verification code and submit
• Upon successful verification, ‘Add Your Card’ screen appears
• Enter your card details and proceed for ACS authentication
• After successful authentication, ‘Login’ to manage your standing instructions through
the profile details & password set earlier
Q5.5 I have my card details saved at online merchants (e.g., Flipkart, Zomato). Do I need to
save my card details again?
No, you can continue to use your card details saved at online merchants (e.g., Flipkart, Zomato)
post-migration as usual.
Please note that once you receive your new Axis Bank card(s) within a few months after
migration, we request you to save your card details again at the online merchants. More details
will be shared with you in due course.
Page 21 of 35
O003496512_06_2024
Q5.6 Will my existing billers registered on BillPay continue to remain active after migration
and how can I view them?
Yes, any biller that you have registered on BillPay, will continue to remain active post the
migration.
You can view your existing BillPay registrations through the Axis Bank Mobile Banking App,
open, post migration by following the below steps:
• Log in to Mobile Banking App, open
• Select ‘Pay Bills’ under the ‘Payment’ section
• View all your existing Bill Pay registrations
In case you face any challenges, please reach out to our phone banking team at 18001035577
(Toll-free number).
Section 6 - Fees, interest & charges
Q6.1 What fees and charges will be applicable on my credit card after migration?
You can access the detailed list of charges in the Axis Bank MITC (Most Important Terms and
Conditions) through the following link: https://www.axisbank.com/docs/default-
source/default-document-library/mitc-credit-cards.pdf
Please note:
• Interest for the statement generated after migration will be as per Axis Bank rates
(please refer MITC for details). However, in case there is an interest amount pertaining
to a billing cycle prior to migration, same will be calculated using the applicable Citibank
interest rates and will be billed to you post migration, if applicable.
• There have been changes to the forex markup levied on transaction reversals, late
payment charges, cash advance fees, fuel surcharge waiver, payment bounce fees, and
rental surcharge. Please refer to the MITC document for more details.
Q6.2 After migration, will there be any change in annual fee charged on my Citi-branded
Card(s)?
No, there will be no change in the annual fees on your Citi-branded Card post-migration. In
case there are no annual fees applicable on your card, it will continue as-is even after the
migration. In case there are any changes, we will inform you in advance.
Page 22 of 35
O003496512_06_2024
Q6.3 I paid my annual fee before the migration. Will I be charged again, and will my renewal
benefits change?
You will only be charged an annual fee in line with your existing annual fee cycle, i.e. a year
after your last payment. You can continue to enjoy the renewal benefits hassle-free. In case
of any change, the same will be communicated in advance.
Q6.4 I have recently replaced / swapped my credit card. Will I be charged again, and will my
renewal benefits change?
No, you will not be charged any additional annual fee on your replacement card, if you have
already paid the fees in line with your existing annual fee cycle, i.e. a year after your last
payment. In case of any change, the same will be communicated in advance.
Q6.5 I have met or exceeded the spending threshold in my current membership year. Does
this make me eligible for a spend-based fee waiver (SBFW)?
If you have met or exceeded the specified threshold applicable during your current
membership year, you will be exempted from the annual fee as usual.
Additionally, in case you have not met your spending threshold yet, your spending progress
history will also be migrated to Axis Bank. You can then continue to spend on your Axis Bank
card to achieve spend based fee waiver.
For e.g., if your annual fee cycle is from 1st January 2024 to 1st January 2025, and till the
date of migration, you have met 40% of your existing spend threshold to achieve the annual
fee waiver, this spend history will be migrated to Axis Bank on the migration day, and your
annual fee cycle will remain the same. After the migration, you can continue to spend on your
Axis Bank card to achieve your remaining 60% spending threshold requirement and enjoy the
annual fee waiver, before your next annual fee cycle date of 1
st
January 2025.
Q6.6 How will the GST on the unbilled fees and charges be levied post migration?
Presently, GST is levied on the total fees and charges on your Citi-branded Credit Card in a
statement cycle and is posted as a single amount at the end of the statement cycle.
Post migration to Axis Bank, GST will be posted separately in your statement for each fee and
charge incurred. For the fees and charges which are unbilled at the time of migration, a single
GST amount will be posted to your card on the migration date. This will be a sum of GST
applicable on all fees and charges levied on your card in the current statement cycle prior to
the migration.
Illustration:
Page 23 of 35
O003496512_06_2024
Date
Fee levied
Amount (INR)
05-07-2024
Annual fee
1,000
07-07-2024
Late payment charges
1,200
Total
2,200
On the migration date i.e. 15-07-2024, accumulated GST of INR 396 (18% of INR 2,200) will
be posted to your card account.
Q6.7 Which card should I choose for a merchant EMI transaction after migration?
After migration, please select Axis Bank Credit Card when opting for the merchant EMI option
at merchant apps or outlets.
Q6.8 Will the interest rate on my card’s EMI facility remain the same after migration?
Any EMIs (Equated Monthly Instalments) plans taken before migration will be maintained at
the current interest rate. Any new EMIs taken after migration will be bound by Axis Bank’s
terms and conditions. Please refer to Axis Bank terms & conditions for more information
through the following link: https://www.axisbank.com/docs/default-source/default-
document-library/mitc-credit-cards.pdf
Q6.9 When will my EMIs get billed, post migration? Will there be any change to the schedule
of my existing EMIs?
Post migration, your EMIs will be billed on the last EMI date plus 1 month, in your monthly
credit card statement.
Additionally, there will be no change in the loan tenure / EMI schedule. However, after the
migration, the representation of the total loan tenure for your credit card instalment plan will
increase by 1 month. The initial interest, which was previously represented in Month 0, will
now be represented in Month 1. Consequently, the instalment numbers on your monthly
credit card statements will change post the first bill generated in Axis Bank and Active EMIs
section under Axis Bank Mobile Banking App, open / Internet Banking will be updated
immediately upon migration.
For example, if your credit card statement initially mentioned 3/48 EMIs pre-migration, then
your ‘Active EMIs’ section on the Axis Bank Mobile Banking App, open / Internet Banking would
reflect it as 4/49. Additionally, post migration, the new statement will mention the same as
5/49, once your 1st statement in Axis Bank is generated. This means that if you initially had a
48-month loan plan, your monthly statements will show the initial interest in Month 1, the
first EMI in Month 2, and the 48
th
EMI in Month 49.
Page 24 of 35
O003496512_06_2024
Please note, while the numbers and representation change, there is no change in the EMI
amount, rate of interest, total amount due etc.
Q6.10 Post migration, will I be able to convert transactions which are part of the last
statement generated before migration, into EMIs?
Yes, you will be able to convert transactions billed as part of your last pre-migration
statement into EMIs only till the payment due date before the date of migration or 4 days
ahead of the migration date, whichever is earlier.
Post migration, transactions from your last statement generated cannot be converted to
EMIs. However, all eligible transactions can be converted into EMIs for statements
generated in Axis Bank post migration.
For Example –
Scenario 1
Scenario 2
Scenario 3
Transaction Date
20-06-2024
10-07-2024
18-07-2024
Statement Date
25-06-2024
25-07-2024
25-07-2024
Payment Due Date
10-07-2024
10-08-2024
10-08-2024
Transaction Amount
INR 10,000
INR 25,000
INR 30,000
Merchant Name
Amazon India Pvt
Ltd
Croma
Reliance Digital
Migration Date
(Illustrative)
15-07-2024
15-07-2024
15-07-2024
EMI Conversion
You can convert the
transaction into EMI
till Payment due
date i.e. 10
th
Jul’24
or 4 days ahead of
migration date,
whichever is earlier
• This transaction can be converted into
EMI by logging into Axis Bank Mobile
Banking App, open / Internet Banking
• Post migration, Axis Bank will offer you
the convenience to convert transactions
of Rs. 2500 or more (excluding cash and
gold purchases) to EMIs. You have a 60-
day window from the transaction
settlement date to make the conversion.
Transactions can be converted to EMIs
through different channels such as
Internet Banking, Axis Bank Mobile
Banking App, open and Phone Banking at
18001035577 (Toll-free number). For
details on channels, click here.
Page 25 of 35
O003496512_06_2024
Q6.11 What will be the charges for foreclosure of EMI / loan?
The charges for foreclosure of EMI / loan will be as follows:
• Pre migration:
A flat foreclosure fee of 3% on principal outstanding at the time of foreclosure, will be
levied along with service tax except for Merchant EMI transactions.
• Post migration:
A foreclosure fee of 3% on principal outstanding at the time of foreclosure or Rs. 300,
whichever is higher, will be levied along with service tax except for merchant EMI
transactions.
Q6.12 I see a debit for my loan on credit card/ EMI principal outstanding in Axis Bank
Internet Banking / Mobile Banking App, open. Will I need to make full payment towards the
principal outstanding? Is my loan pre-closed?
Please ignore the debited amount visible in your Axis Bank Internet Banking and Mobile
Banking App, open, against your loan on credit card / EMI principal outstanding. This amount
is erroneously mentioned and is not a part of your total amount due. You will not need to
make any payment towards this specific amount. We regret the inconvenience caused.
Rest assured, your loan on credit card / EMI is active and migrated to Axis Bank, please make
the payment towards your upcoming EMIs as per the credit card statement.
Q6.13 Post migration, can I convert transactions into EMIs/ merchant EMIs on my upgraded,
replaced, or renewed card, if I have made the transactions on my old card prior to migration?
No, transaction cannot be converted into EMI if the transaction was made on old card and
settlement occurred on the upgraded, replaced or renewed card.
Q6.14 I have opted for a merchant EMI between 5th July’24 to 8th July’24, but it hasn’t
been converted into EMI yet. What should I do?
Any merchant EMI conversion opted between 5th July’24 to 8th Jul’24 will be processed post
15th July’24.
Page 26 of 35
O003496512_06_2024
Q6.15 I can see a small mismatch by few paise in the EMI amount mentioned in my internet
banking / mobile banking account under active EMI section when compared to the amount
mentioned in the amortization schedule. Which amount should I consider for repayment?
Request you to please ignore the amount displayed in the summary page of Axis Bank Internet
Banking / Mobile Banking App, open. Be rest assured, your EMI will be billed as per
amortization schedule and request you to make payment as per the statement which is sent
on your registered email ID. Alternatively, you can download amortization schedule from Axis
Bank Internet Banking / Mobile Banking App, open for future reference.
Q6.16 I had availed a loan in June ’24 however, the EMI is not billed to me in July ’24
statement. Do I have to pay anything additional towards the EMI amount as it is not billed in
the statement?
Your first EMI will be billed in August ’24 statement, and the maturity date will be deferred by
a month. Please pay your outstanding amount as per your July ’24 statement.
Section 7 - Miscellaneous
Q7.1 Post migration, will the credit limit on my credit cards remain the same?
Post migration, you will enjoy a single aggregate credit limit across all your Citi-branded and
Axis Bank Credit Card(s) you hold currently. This limit will be the sum of the limits on your
open Citi-branded Credit Card(s) and the Axis Bank aggregate credit limit you enjoy currently.
This aggregate limit will also be available for use, on each of the cards you hold post migration.
In case you hold a Fixed Deposit backed credit card with Axis Bank, limit for the same will be
available only on the Fixed Deposit-backed card and will not be a part of the aggregate limit
available to the unsecured cards.
For example, before migration, if you hold 2 Citi-branded Credit Card(s) and 1 / multiple Axis
Bank Credit Card(s) with the following credit limits, your aggregate credit limit after migration
will be as follows:
Sr. No.
Product Type
Credit limit
Before migration
After migration
1
Citi-branded Credit Card #1
INR 1 Lakh
INR 6 Lakhs
2
Citi-branded Credit Card #2
INR 2 Lakhs
INR 6 Lakhs
3
Axis Bank Credit Card
INR 3 Lakhs
INR 6 Lakhs
Page 27 of 35
O003496512_06_2024
Total credit limit for the customer
Citi Bank: INR 3
Lakhs
Axis Bank: INR 3
Lakhs
Total: INR 6 Lakhs
INR 6 Lakhs
Please note: Aggregate credit limit after migration to Axis Bank =
= Sum of Citibank’s card-wise credit limits + Credit limit at Axis Bank
= INR 1 Lakh + INR 2 Lakhs + INR 3 Lakhs
= INR 6 Lakhs
In case you do not hold an Axis Bank Credit Card on migration day, your aggregate credit limit
will be the sum of all open Citi-branded Credit Card(s) limits. This aggregate limit will also be
available for use on each of the Citi-branded Credit Card(s) you hold post migration.
For example, before migration, if you hold 2 Citi-branded Credit Card(s) with the following
credit limits, your aggregate credit limit after migration will be as follows:
Sr. No.
Product Type
Credit limit
Before migration
After migration
1
Citi-branded Credit Card #1
INR 1 Lakh
INR 3 Lakhs
2
Citi-branded Credit Card #2
INR 2 Lakhs
INR 3 Lakhs
Total credit limit for the customer
INR 3 Lakhs
INR 3 Lakhs
Please note: Credit limit after migration to Axis Bank =
= Sum of Citibank’s product-wise credit limits
= INR 1 Lakh + INR 2 Lakhs
= INR 3 Lakhs
Page 28 of 35
O003496512_06_2024
Q7.2 Do I get a line consolidation option on my credit card(s) when it moves to Axis Bank as
I already have an Axis Bank Credit Card?
After migration, you will enjoy a single aggregate credit limit across all your Citi-branded
Credit Card(s) and Axis Bank Credit Card(s). This limit will be the sum of the existing limits on
Citi-branded Card(s) and the Axis Bank aggregate credit limit (if any) you enjoy currently.
Q7.3 Will the transaction limit and daily limit that I have set-up on my credit card for POS,
Online, ATM and Contactless modes remain same as before migration?
Yes, all your transaction limits and daily limits set up on your credit card will remain the same
post migration. However, should you wish to reset or view your limits, please follow the
process outlined below:
i. Axis Bank Mobile Banking App, open:
• Log in to open
• Go to ‘Services’
• Choose ‘Credit Card Manage Usage’
• Select ‘Credit Card’
ii. Internet Banking:
• Log in to internet banking
• Go to ‘Services’
• Select the card under ‘Credit Card’ section
• Choose manage usage
iii. Phone Banking: Call 18604195555 / 18605005555 / 18001035577 and follow
instructions
Q7.4 How can I update the address for my card delivery / communication?
Up to 7 days before the migration day:
Please use Citibank Online Account to update your address for card delivery / communication:
• Log in to your Citibank Online Account and click on ‘Credit Card’ tab for credit
cards
• Click on ‘Contact Details’ and then on ‘View / Edit’ under contact details
• Choose the relationship for which you wish to view / edit contact details
• Enter the OTP sent to your registered number to view / edit contact details
• Choose the ‘Edit’ tab to make necessary changes in your Email / Mobile number
/ Mailing address
Page 29 of 35
O003496512_06_2024
• Update the relevant details and click on ‘Save’ to apply the changes
You can do so by clicking on this link.
Less than 7 days to migration:
You will not be able to update your address for card delivery / communication.
After migration day:
Please use any of the following Axis Bank service channels to update your address for card
delivery / communication:
i. Axis Bank Mobile Banking App, open:
• Access the menu after logging in
• Navigate to ‘Services & Support’
• Select ‘Services’
• Go to ‘My Profile’
• Choose ‘Update Address / Mobile number / Email ID’
ii. Internet Banking:
• Go to the ‘Home Page’ after logging in
• Navigate to ‘Services’
• Select ‘My Profile’
• Choose ‘Update Your Address / Mobile number / Email ID’
iii. Branch:
• Visit the nearest Axis Bank branch. You can use the following link to find the
nearest Axis Bank branch: https://branch.axisbank.com/
• Bring along proof of address (original & photocopy) to place a request for an
address change
Note: If you are an existing customer of both Citibank and Axis Bank, we request you to
update your address details on both platforms for all your banking relationships before
migration itself.
Q7.5 Where will I receive my physical statements post migration?
If you have opted for physical delivery of card statement(s), it shall be delivered to the card
mailing address registered for your credit card.
Page 30 of 35
O003496512_06_2024
Q7.6 I have multiple cards with Axis Bank and Citibank. Will any of my cards be closed on
migration day?
No, none of your cards will be closed upon migration day. You can continue to use all your
Axis Bank and Citi-branded Card(s) seamlessly post migration and avail their benefits and
features. In case there are any changes to your existing bank relationships, we will inform you
of any changes in advance.
Q7.7 I have enabled Do Not Disturb (DND) on my mobile number and email address. Will
the DND services continue post migration?
Yes, your registered Do Not Disturb preferences associated with your phone number and
email address will remain in effect post-migration. These preferences will apply to all products
held across both Citibank and Axis Bank, if your contact details are same across both systems.
However, if you have updated your phone number or email address, you will need to re-
register for the Do Not Disturb Services using your updated contact information.
Q7.8 I had provided consent for enabling Over Credit Limit (OCL) facility prior to migration.
Will that consent still hold post migration?
• For customers currently availing OCL facility:
If you are currently availing Over Limit facility prior to migration, your consent will be
transferred to Axis Bank and no new consent will be needed. The same will be reflected in
the Axis Bank Mobile Banking App, open / Internet Banking.
Post migration, you will be able to use any additional OCL facility in Axis Bank, as and when
you are eligible for it, based on terms & conditions.
• For customers who are not availing OCL facility currently:
The consent provided by you for Over Limit facility prior to migration will be relevant only
till migration day. You can provide a fresh consent for Over Limit facility through the Axis
Bank Mobile Banking App, open or Internet Banking by following the below steps:
i. Through Axis Bank Mobile Banking App, open:
• Log in and select the ‘Credit Card’ Tab
• Select the card on which you would like to get the OCL facility
• Go to ‘Control Center’ and select ‘Over Limit Facility’
• Select ‘Yes’ and ‘Update Preference’
ii. Through Internet Banking:
Page 31 of 35
O003496512_06_2024
• Log in to your Axis Bank Internet Banking
• Go to ‘Credit Card’ menu
• Select the Credit Card
• Go to ‘Control Center’ and select ‘Over Limit Facility’
• Select ‘Yes’ and ‘Update Preference’
Q7.9 If my card gets lost or damaged closer to the migration date, can I still apply for reissue
and when will I get the card?
Up to 1 day before migration date
For all Lost / stolen / Replacement cases before migration day, you will get a new Citi-branded
replacement card.
Please use the Citibank Online or Citi Mobile ® App to report a lost / stolen card:
Citibank Online:
• Log in to Citibank Online Account
• In the top menu, click on ‘Credit Card’ tab
• In the left-hand side menu, click 'Report Lost / Stolen card' and follow the steps
outlined on the screen
• Choose the card you wish to block, select the reason for blocking (whether lost or
stolen) and yes for issuing new card and click ‘Next’
Citi Mobile ® App:
• Log in to Citi Mobile ® App
• Choose ‘Account Summary’ and select the account / card you want to block
• Click on ‘Block Card Permanently’
• Select reason for blocking (whether lost or stolen), yes for issuing new card and click
‘Continue’
You can also contact the Citi customer care service at 18002672425 (India Toll-free) or +91
22 4955 2425 or +91 44 6698 2136 (local dialing) to log a complaint or block your card.
Note: When a lost card is blocked, your access to view your account / credit card online will
also be blocked, until a new card is re-issued.
Post migration
For all Lost / stolen / Replacement cases after migration day, the go- to Axis replacement
Credit Card will be dispatched to your mailing address.
Please contact the Axis Bank customer care service at 18604195555, 18605005555,
18001035577 or axisbank.com/support to report a lost / damaged card and get assistance in
blocking the card and getting a replacement card issued.
Page 32 of 35
O003496512_06_2024
Your replacement card will be dispatched to your registered mailing address. You will receive
your replacement credit card within 10 working days of the request.
Please note that you will not be able to reissue your card 1 day before migration date to post
migration due to service interruptions.
Q7.10 I have requested for a reissue of my damaged credit card few days before migration.
Till when can I continue to use my old card?
Once the credit card is reissued, you will be able to use the old credit card till the date of
migration or 60 days from reissuance or the credit card expiry date, whichever is earlier.
Q7.11 I had swapped my credit card to another Citi-branded Credit Card before migration,
till when can I continue to use my old credit card?
Once the credit card is swapped, you will be able to use the old credit card till the date of
migration or 60 days from swap or the credit card expiry date, whichever is earlier.
Q7.12 Will my Add on Citi branded Credit Card also be migrated?
Yes, all Add on cards linked to your Citi-branded Credit Card(s) would also be migrated to Axis
Bank.
Q7.13 I am an Add on credit card holder. Can I log in to Axis Bank Internet Banking or
Mobile Banking App, open?
Yes, Add on credit card holders can log into Axis Bank Internet Banking or Mobile Banking App,
open by registering with their credit card credentials.
Until the migration takes place, you may continue to use Citibank Online Account and Citi
Mobile® App for accessing your card(s). Post-migration, if you are an existing Axis Bank
customer, you may continue to use your existing Axis Bank credentials to log in to Axis Bank
Mobile Banking App, open or Internet Banking to access your card(s). If you are not an existing
Axis Bank customer, please register for Axis Bank Internet Banking / Mobile Banking App, open
using existing Citi branded Card credentials. You can download the Axis Bank Mobile Banking
App, open at https://www.axisbank.com/bank-smart/open-by-axis-bank/get-started and the
Internet Banking can be accessed at https://www.axisbank.com/bank-smart/internet-
banking/getting-started
Page 33 of 35
O003496512_06_2024
Q7.14 What will happen to the limit set on the Add on credit card? How can I manage my
limits?
All your transaction limits and daily limits set up on your Add on credit card will remain the
same post migration. These limits can be modied by the primary cardholder by accessing his
/ her Internet Banking account or Axis Bank Mobile Banking App, open.
Q7.15 Will the mailing address for my Add on card change post migration? How do I update
the address for my Add on card?
Yes, mailing address for your Add on card may change post migration. Post migration, we
request you to view and update your address registered for Add on card through the following
channels:
i. Axis Bank Mobile Banking App, open:
• Access the menu after logging in
• Navigate to ‘Services & Support’
• Select ‘Services’
• Go to ‘My Profile’
• Choose ‘Update Address / Mobile number / Email ID’
ii. Internet Banking:
• Go to the ‘Home’ page after logging in
• Navigate to ‘Services’
• Select ‘My Profile’
• Choose ‘Update Your Address / Mobile number / Email ID’
iii. Branch:
• Visit the nearest Axis Bank Branch. You can use the following link to find the
nearest Axis Bank branch: https://branch.axisbank.com/
• Bring along proof of address (original & photocopy) to place a request for an
address change
Q7.16 Will the transactions & balances on my Add on card be reported to the Central
Credit Information Companies (CICs)?
Axis Bank reports spends and balances on primary and Add on cards to CICs against the
primary cardholder only. There is no reporting done against the add on cardholder.
Page 34 of 35
O003496512_06_2024
Q7.17 Will there be any change in my Good Health Policy post migration?
As a Good Health Policy holder, your policy will continue as-is after migration, without any
impact on the product offerings.
Q7.18 Will the premium payment process for renewal change after migration for my Good
Health Policy?
Yes, the premium payment process for renewal will change after the migration. Following are
the steps which will be followed for the policy held by you:
• We will reach out to you to confirm your insurance details such as insurer name,
premium, sum insured and nominee.
• These details will be confirmed on a recorded call.
• Your call will then be forwarded to IVR for OTP authentication.
• Within 24 hours of IVR authentication, you will receive a payment link from NIA.
• Your policy documents will be emailed to you 2-3 days after payment.
Note: In case your policy is due for renewal in July or August 2024, then the payment link will
be shared by NIA ~7 days prior to policy anniversary date on your registered email ID and
phone number. We will keep you updated in case of any changes.
Q7.19 For my Good Health Policy, will the reimbursement claim process change after
migration? Also, how do I process pending claims?
No, there will be no impact on the claims process after migration. We will keep you updated
in case of any changes.
Q7.20 On Good Health Policy, how can I modify my contact details or manage my policy
members (add or delete) after the migration?
There is no change in the process of modifying contact details and adding / deleting members
after the migration. Below are the two ways which can be followed:
• Send a request to [email protected]
• Request change during OTP verification done by our phone banking team at the time
of policy anniversary
Page 35 of 35
O003496512_06_2024
Q7.21 I do not have an active Citi branded Credit Card. However, I hold a 16-digit virtual
card number for making my outstanding credit card bill payments. Post migration, can I
continue to make payments on the same card number?
Yes, you can continue to make repayments to the same 16-digit virtual card number, as per
existing terms & conditions.
*****End of document*****
