Citibank - Citi never sleeps

Anti-fraud procedures

Fraud types:

• Phishing:
      Email
      SMS
• Credit/Debit Card frauds (skimming ATM/ POS)

Phising

What is Phishing?

Sending fake e-mails or SMS messages to persons in order obtain confidential information: personal data, e-mail address, banking accounts, credit/debit card number, PIN, CVV2/CVC, online banking user and password that will be used subsequently for fraudulent activities.

Email phishing

The fake email is sent to thousands of persons and intends to deceive the customers as being sent by the Bank. It requests customers to input their confidential data on a false website

Red Flags to spot a Phishing case:

• Bank will NEVER request your confidential data via e-mail: online banking user, password, bank account number, credit/debit card number, CVV2, PIN, etc;
• Faked e-mails are impersonal, they do not contain your first name and surname and most of the times end up in your email account in Bulk/Spam section (Appendix no. 1)
• Usually the e-mails contain messages such as: Urgent! If you do not reply to this email in maximum 24 hours your account will be closed/blocked! -with the intent to constrain you to answer immediately.
• The link (i.e http://www.citibank-customer.com/) that you are misled to access, it is not our genuine website. This can be noticed from the name of the URL (appendix no.2). In order to be safe each time you want to access your internet banking account, please type in the official website address www.citibank.ro.
• The fake website does not have a digital certificate and might not have a secure protocol in order to transfer the data, meaning it does not contain the “https:// format”, as the official website does.(Appendix no. 3)
• The message is sent from an email address (i.e.: notice@citionline.com.coso.ne) which does not belong to Citibank (i.e.: valid email address: customerservice.romania@citi.com). (Appendix no. 1)

SMS Phishing

Fake SMS messages with the intent of deceiving customers as being sent by the Bank and request people, one of the followings:

• Contact immediately the Bank Customer Service Department, using a false telephone number, which does not belong to the Bank, to unblock the account or to pick up a reward. Next, the customer is requested to provide confidential data: user, online password, card number, and PIN, expiration date, CVV2 code, etc.
  Always contact the Bank by using CitiPhone no: 0800801040.

• Accessing a false website for inputting confidential information

What can you do to protect yourself?

• Always use the official website : www.citibank.ro
• Never reply to such messages! Remember! Bank will never request any of the information via email or SMS.
• Report any of these cases to Citibank Customer Service CitiPhone no: 0800801040 or via email: customerservice.romania@citi.com

Frauds with debit/credit cards

Debit/credit cards are flexible and fast electronic based payments. These features can be used, also by fraudsters, when they succeed to have access to the data registered on the magnetic stripe of the card and PIN. Globally, most of the cards fraud cases are due to skimming frauds.

What is skimming?

Capturing the data registered on magnetic band, using special electronic devices. Skimming can be done using either ATM or POS.

ATM Skimming

Red Flags to spot an ATM skimming case:

• ATM skimming can be done by installing a copying device on the card insert/read slot of the ATM, in order to capture the information from the magnetic stripe of the card and by using a fake keyboard or a mini video camera to record the PIN.
• The ATM is installed in secluded locations. So, as many times as possible it is recommended to use a familiar ATM or those placed in Banks Branches, where video cameras are installed.
• Check if the ATM has unusual aspects (scratches, adhesive band scraps) especially the keyboard and the right side of the device containing the card insert/read slot ( You can gently pull the keyboard and the right side of the ATM containing the insert/read card slot to check if these are detachable).
• Check the accessories installed next to the ATM (i.e. flyers boxes, merchandising units,etc) for installed mini video cameras.
• In case of any suspicions please immediately notify the Bank that owns the ATM and Citibank Customer Service -CitiPhone 0800801040 or via email customerservice.romania@citi.com

POS skimming

Red Flags to spot a POS skimming case:

• In case of POS skimming, the card is passed through the merchant’s POS and also, through a similar device, with the purpose of copying the data from the magnetic stripe of the card.
• Pay attention when using the card at the following merchant categories: Restaurants, Gas Stations, Bars, Hotels or Casinos.
• When making a POS transaction, do not leave the card unattended and out of your sight.
• Always request a receipt from the merchant for every transaction you make, no matter it is successful or not
• Cover the keyboard of the POS , with your hand or by using a newspaper/magazine etc,when entering the PIN code

What can you do to protect yourself?

• Memorize the PIN code and DO NOT write it down(i.e. :back of the card,) or register it in the proximity of the card (i.e. mobile phone contact list, etc);
• PIN code is confidential, once introduced the costumer authorizes the transaction;
• Do not share the PIN code to someone else, family members, police, or other Bank employees.
• Do not set the PIN code in accordance with personal data: date of birth, age, etc.
• Do not accept “help” when making an ATM cash redraw
• Verify the statement to identify unauthorized transactions and immediately report to Citibank Customer Service -Citiphone 0800 80 10 40.
• In case of internet transactions, check first, the terms and conditions for payment and print a copy of the
  order/receipt/bill. Also, you should make transactions using known and secured websites containing https:// format
• Immediately report to Citibank Customer Service -CitiPhone 0800801040 lost/stolen cards or other unauthorized transactions

What does Citibank to protect your cards?

• EMV technology introduction
  

  As a result to continuous efforts to improve the products, starting with December 2009, Citibank Europe plc, Dublin- Romania branch started to issue cards including a chip based on EMV technology (payment system chip and PIN based). This technology brings more safety and comfort when using card either ATM or POS. In order to support you, starting with January 2010, we initiated a project of replacing all cards with magnetic band, which will be done in more stages during 2010.
  
  Payment using a chip credit card is safer, because the microchip grants a superior capacity of stocking and processing information, offering a plus of protection against fraud; it is confirmed, when requesting PIN, if the person making a transaction is the authorized owner of the card. Once with the chip card introduction, Citibank brings a plus of safety to card transactions.

• Fraud Detection Systems

  Citibank uses specialized systems to monitor transactions and identify frauds: AFEWS (ADVANCED FRAUD EARLY WARNING SYSTEM) and VISOR frauds (Visa Intelligent Scoring Risk).

• Non-stop Service available for customers to report frauds and stolen/lost cards

  Citiphone is a 24/24 service where you can report any credit card frauds and immediately block the card as per your request.