CitiFinancial Frequently
Asked Questions (FAQ)

From applying for your first loan to managing
your account online and more, find answers to
frequently asked questions about CitiFinancial. 

Online account management

How do I manage my CitiFinancial account online?

To get started, visit the account registration page and follow the on-screen instructions.

My account was moved to a new branch. Can I still access my account online?

Yes, you can still access your account online using the username and password you created when you registered. However, your account number will have changed. If you need to reset your username or password, you must use your newest account number.

If I renew my loan, will I still be able to log in with my existing username and password?

Since it is a new loan with a new account number, you will need to register the new account for online account management. Simply visit the account registration page and follow the on-screen instructions.

My local branch has changed. What happens to my account?

If your local branch closes, you will be assigned to the next closest available branch. Please note that your account number may change as a result. You will still be able to login to online account management using your existing username and password. However, if you need to reset your username or password at any time, you must use your newest account number.

Where can I find my Annual Percentage Rate (APR) information online?

When logged into online account management, click the "My Accounts" tab and then "Account Details" to view your Annual Percentage Rate.

How do I view my account balance?

When logged into online account management, click the "My Accounts" tab and then "Account Details" to view your current balance.

How do I make an online payment?

When logged into online account management, click the "Make a Payment" tab and then "Pay this Loan" to get started.

My payment is due today. If I make the payment online, will it be on time?

Yes. All online payments are posted on the day they are made. However, the money may not come out of your bank account for 1–3 days.

How do I know if a payment has been posted to my account?

When logged into online account management, click the "My Accounts" tab and then the "Account History" link to view past payments.

Can I still mail a payment to CitiFinancial even if I am enrolled in Online Self Service?

Yes, you can still mail your payment to CitiFinancial. Remember to write your account number on the cheque or money order and make it payable to CitiFinancial. Ensure you mail your payment 3–5 days in advance of the due date to avoid a late payment.

How often can I pay my bill using online payments?

You can make one online payment per day, and you can have one online pending (not yet processed) payment at any given time.

Can I add multiple payment sources to pay my loan online?

Yes. You can store information for up to four payment sources. To remove a payment account, click the "Make a Payment" tab and the "Payment Sources" link. Select the account you wish to remove and click the "Delete" button.

Can I change or delete a payment if I made a mistake?

If you scheduled a future payment in advance of your due date, you can make changes until 11:59 p.m. ET on the day before your payment is scheduled. To change or delete a payment, click the "Make a Payment" tab and then the "View/Modify Payments" link.

I just made a payment. Why can't I see it in my account history?

During periods of scheduled system maintenance, your payment may show as a pending payment until processing. To view pending payments, click the "Make a Payment" tab and then the "View/Modify Payments" link. If you need to make a payment during a time when the online account management site is down, please call or visit your local branch.

Can I have my payment automatically deducted from my chequing account?

Yes. When logged into online account management, you can set up recurring payments by clicking the "Make a Payment" tab and then "Pay this Loan".

How far in the future can I schedule a recurring payment?

The first payment in a recurring payment stream defaults to the next payment due date, and can be changed to any date before your next payment due date. Recurring payments can be set up to run for the entire life of your loan.

I am setting up a recurring payment with a semi-monthly or bi-weekly frequency. Why is my first payment for the full monthly amount due?

The first payment for all recurring payments is the full amount of the monthly payment due to protect you from going “interest short” on your account. Subsequent recurring payments will be paid with the bi-weekly or semi-monthly amount due.

Can I make an online payment if I am enrolled in AutoPay?

Yes, you can always make an additional payment online if you are enrolled in AutoPay; however, you will not be able to set up recurring online payments.

Why can't I see my Payoff payment in my account history?

Your Payoff payment may show as a pending payment until processing. To view pending payments, click “Payments” and then “Modify/View Payments”.

I recently paid my account in full. Do I need to cancel my recurring payment?

Recurring payments are automatically cancelled when your account is closed. Your online account management access will be available for 60 days after your account is paid in full.

Can I change my due date online?

Please contact your local branch if you would like to change your payment due date.

How do I change personal information like my username, password or address?

When logged into online account management, click the "My Profile" link at the top-right hand side of the page and then the corresponding link.

How can I receive alerts about activity on my account?

To receive alerts about activity on your account, including upcoming due dates, posted payments and more, log into online account management and click "My Profile" from the top-right hand side menu, then "Change Account Alerts" and follow the on-screen instructions.