Defense Travel Management Office

Government Travel Charge Card Program

Agency Program Coordinator Guide

March 2020
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Table of Contents
Chapter 1. Introduction ......................................................................................................................................... 1
1.1 Acronyms and Icons ..................................................................................................................................... 1
Chapter 2. Laws, Regulations, and Policy Governing the DoD Travel Card Program ............................................ 2
Chapter 3. GTCC Program Roles and Responsibilities ........................................................................................... 4
3.1 General Services Administration (GSA)........................................................................................................ 4
3.2 Defense Travel Management Office (DTMO) .............................................................................................. 4
3.3 Component Program Manager (CPM) ......................................................................................................... 4
3.4 Agency Program Coordinator (APC)............................................................................................................. 4
3.5 Cardholder (CH) ........................................................................................................................................... 7
Chapter 4. Charge Card Accounts .......................................................................................................................... 8
4.1 Individually Billed Accounts (IBAs) ............................................................................................................... 8
4.2 Centrally Billed Accounts (CBAs) .................................................................................................................. 8
Chapter 5. Hierarchical Structure ........................................................................................................................ 10
Chapter 6. Training Requirements ....................................................................................................................... 11
6.1 Requirements ............................................................................................................................................. 11
6.2 Travel Explorer (TraX) ................................................................................................................................ 11
6.3 Citi Training and Resources ........................................................................................................................ 11
Chapter 7. Citi Tools ............................................................................................................................................. 12
7.1 CitiManager................................................................................................................................................ 12
7.2 The CitiManager Transaction Management Module................................................................................. 13
7.3 The CitiManager Reporting Module .......................................................................................................... 14
7.4 The CitiManager Learning Center Module ................................................................................................ 15
Chapter 8. Operational Setup .............................................................................................................................. 16
8.1 New Account Applications and Setup ........................................................................................................ 16
8.2 Post Application Processing Actions .......................................................................................................... 19
Chapter 9. Account Maintenance ........................................................................................................................ 20
9.1 Defense Travel System Reports ................................................................................................................. 20
9.2 Demographic Updates ............................................................................................................................... 20
9.3 Temporary Credit Limit Updates ............................................................................................................... 20
9.4 Activating and Deactivating Accounts ....................................................................................................... 21
9.5 Mission Critical ........................................................................................................................................... 21
9.6 Hierarchy Transfers .................................................................................................................................... 22

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9.7 Disputes /Transfers .................................................................................................................................... 22
9.8 APC Termination of Accounts .................................................................................................................... 23
9.9 Deceased Cardholder ................................................................................................................................. 24
9.10 Credit Balance Refunds ............................................................................................................................ 25
Chapter 10. Delinquency Management ............................................................................................................... 26
10.1 Overview .................................................................................................................................................. 26
10.2 Delinquency Milestones........................................................................................................................... 27
10.3 Fees .......................................................................................................................................................... 29
10.4 Delinquency Management Reports ......................................................................................................... 30
10.5 Cardholder Payment Options .................................................................................................................. 30
Chapter 11. Misuse .............................................................................................................................................. 32
11.1 Visa IntelliLink .......................................................................................................................................... 33
Chapter 12. Account Services .............................................................................................................................. 34
12.1 Upgrade ................................................................................................................................................... 34
12.2 Reinstatement of Cancelled Accounts ..................................................................................................... 34
12.3 Exception Status for CBAs ........................................................................................................................ 35
12.4 Renewals .................................................................................................................................................. 36
12.5 Lost/Stolen ............................................................................................................................................... 36
Chapter 13. Additional Resources ....................................................................................................................... 37
13.1 Citi Customer Service and Support - Cardholders ................................................................................... 37
13.2 Client Account Specialist (CAS) Support - APCs ....................................................................................... 37
13.3 CitiManager (Resources/Forms Links) ..................................................................................................... 37
13.4 Travel Assistance Center (TAC) ................................................................................................................ 37
13.5 Additional websites.................................................................................................................................. 37

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Chapter 1. Introduction

This document provides Agency Program Coordinators (APCs) with a general overview and guidance on
processes and procedures necessary for the successful execution and daily operations of their Organization’s
Government Travel Charge Card (GTCC) Program. It includes information on the administration of both
Individually Billed Accounts (IBAs) and Centrally Billed Accounts (CBAs). Should this document’s content differ
from the Component-specific materials, contact a higher level APC or Component Program Manager (CPM) for
guidance.
Note: Although all DoD Travel Card stakeholders will find value in this document, this guide is principally
intended for Department of Defense (DoD) GTCC APCs, therefore the word “you” implies “APC”.

Denotes especially important information or helpful tip.

1.1 Acronyms and Icons

Below are common DoD GTCC Acronyms that will be used in this guide and in the administration of the GTCC
program.

Acronym Description Acronym Description

APC Agency Program Coordinator GSA General Services Administration
BIN Bank Identification Number GTCC Government Travel Charge Card
BP Basis Point HL Hierarchy Level
CAS Client Account Services (Citibank) IBA Individually Billed Account
CBA Centrally Billed Account MC Mission Critical
CBA-S Centrally Billed Account Specialist MCC Merchant Category Code
CBR Credit Balance Refund PAD PAD Days, Padding or extra time
CCV Charge Card Vendor PCS Permanent Change-of-Station
CPM Component Program Manager POS Point of Sale
CVV Card Verification Value RPP Reduced Payment Plan
DFAS Defense Finance and Accounting Service SO Salary Offset
DoD Department of Defense SoU Statement of Understanding
DPB Days Past Billing SP3 SmartPay3 GSA Master Contract
DTA Defense Travel Administrator TMC Travel Management Company
DTMO Defense Travel Management Office TO Transportation Officer
DTS Defense Travel System TraX Travel Explorer
EAS Citi’s Electronic Access System WBT Web Based Training

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Chapter 2. Laws, Regulations, and Policy Governing the DoD Travel Card Program

It is recommended that you become familiar with the laws and regulations upon which DoD GTCC Policies are
founded:
· Public Law 105-264 The Travel and Transportation Reform Act (TTRA) of 1998
Mandates use of the GTCC by U.S. Government civilian and military personnel for official travel.
https://www.gsa.gov/cdnstatic/public_law_105-264.pdf

· Public Law 109-115 Section 846

Requires each Organization to evaluate the creditworthiness of an individual before issuing an IBA GTCC.
https://www.gpo.gov/fdsys/pkg/PLAW-109publ115/html/PLAW-109publ115.htm

· Public Law 112-194

Government Charge Card Abuse Prevention Act of 2012 SEC 3. Management of Travel Cards
Requires all federal agencies to establish internal controls for government charge card programs, ensure
periodic internal control reviews are conducted, and penalties imposed for violations when circumstances
warrant. https://www.gpo.gov/fdsys/pkg/PLAW-112publ194/pdf/PLAW-112publ194.pdf

· Public Law 107-314 Section 2784 of the Bob Stump National Defense Authorization Act for Fiscal Year 2003
Requires split disbursement of travel reimbursement directly to the GTCC vendor, and allows the withholding of
funds (through Salary Offset) payable to a DoD employee when in debt to the GTCC vendor.
https://www.gpo.gov/fdsys/pkg/PLAW-107publ314/content-detail.html

· Title 10 U.S.C. 2784a Management of travel cards

Provides for disbursement of travel allowances directly to creditors.
https://www.gpo.gov/fdsys/pkg/USCODE-2010-title10/pdf/USCODE-2010-title10-subtitleA-partIV-chap165-
sec2784a.pdf

· Joint Travel Regulations (JTR)

Pertaining to per diem, travel and transportation allowances, relocation allowances, and certain other
allowances of Uniformed Service Active Duty members, Uniformed Service Reserve Component members, DoD
civilians, and civilians traveling on DoD funding. Only expenses authorized by the JTR should be charged to the
GTCC, unless specifically allowed per the GTCC Regulations authorized by DoDI 5154.31, Volume 4.
https://www.defensetravel.dod.mil/Docs/perdiem/JTR.pdf

· Government Travel Charge Card (GTCC) Regulations

Establishes command supervisory and personal responsibility for use of the GTCC and the operation for the DoD
travel card program, program structure, and APC responsibilities.
https://www.defensetravel.dod.mil/Docs/regulations/GTCC.pdf

· Office of Management and Budget (OMB) Circular A-123, Appendix B

Prescribes policies and procedures regarding how to maintain internal controls that reduce the risk of fraud,
waste, and error in government payment solution programs.
https://interact.gsa.gov/document/omb-circular-123-appendix-b-improving-management-government-charge-
card-programs

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· OUSD Memo, 3 May 2007 Reduction of Centrally Billed Accounts

Approved the IBA as the primary payment mechanism for all travel costs.
https://www.defensetravel.dod.mil/Docs/Reduction_of_CBAs_050307.pdf

· GSA Smart Bulletin 31

Describes and defines the requirement for creditworthiness assessments for travel card applicants.
https://interact.gsa.gov/document/smartbulletin31

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Chapter 3. GTCC Program Roles and Responsibilities

3.1 General Services Administration (GSA)

The GSA awards and administers a Master Contract, for the SmartPay charge card products and services for
Purchase, Travel and Fleet. The current Master Contract for SmartPay3 expires November 29, 2031.

3.2 Defense Travel Management Office (DTMO)

The DTMO, on behalf of the DoD, awards and manages a tailored task order defining the Department’s
requirements for Travel card products and services. The DTMO represents the Department’s Travel Card
interests with all sectors of the Government and Industry, to include the Services’ and Defense Agencies’
Component Program Managers, OSD-Comptroller, DoDIG, Office of Management and Budget, GSA, and DoD’s
contracted bank (currently Citibank).

3.3 Component Program Manager (CPM)

The Component Program Manager (CPM) serves as the primary administrator for their Service or Agency and
must be designated in writing. Minimum CPM responsibilities include:
o Maintaining their component’s organizational hierarchy structure.
o Notifying the DTMO and the travel card contracted bank of any changes affecting their program organization
(i.e., hierarchy).
o Conducting periodic reviews (see GTCC Regulations, Annex 9 for a compliance checklist) to ensure: travelers
submit travel vouchers within five working days of completion of official travel and comply with split
disbursement requirements; IBAs and CBAs are properly approved; credit limits are adjusted/appropriate to
meet mission requirements; unused accounts are closed; the APC is part of the check in/check out process;
APCs are running and analyzing the GTCC reports to assist in program management; APCs are following
procedures to notify delinquent cardholders and suspected misuse, abuse, or fraud; maximum utilization of
the travel card; and APCs report findings of significant weaknesses to the CPM and Command or Agency
Head.
APCs, from a hierarchical prospective, receive their GTCC Program guidance from their Component’s CPM.

3.4 Agency Program Coordinator (APC)

The APC must be designated in writing by their Organization’s Commander or Director. Some APC tasks must be
performed at least once per billing cycle, but best-practice recommends more frequent attention to some
specific areas of the program. To assist you with keeping track of these tasks and their recommended
frequency, see below.

APC Self Maintenance Prohibition: APCs that are also cardholders are not authorized to perform
account maintenance such as activating or deactivating or making credit limit adjustments on their own IBA. If
an APC/cardholder needs APC functions performed on their IBA, they must direct the request to a higher level
APC or CPM.

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3.4.1 As-Necessary Tasks
§ Collect and review required cardholder documentation prior to card issuance; e.g. signed application,
Statement of Understanding, and Travel Card 101 certificate of completion
§ Self-register your APC profile in CitiManager (Citi’s online tool)
§ Remind cardholders to verify their profile information in CitiManager when their account application is
approved
§ Proactively communicate with IBA cardholders and CBA managers to minimize account delinquencies
§ Process CBA applications with required approval needed from your CPM
§ Respond promptly to cardholder inquiries
§ Maintain (add, update/modify, remove) APC and cardholder profiles in the GTCC EAS for individuals
within your span of control
§ Facilitate cardholder moves between GTCC organizational hierarchies
§ Manage and monitor accounts based on authorized travel dates, any history of misuse or potential
concerns about inappropriate card use and component or agency guidance.
§ Adjust IBA credit limits as necessary for the travel mission
§ Place IBAs in Mission Critical PCS Status or Mission Critical Status as applicable (per Component
guidance) and supervisor justification
§ Work with DTS DTAs to ensure travelers on long term TDY are setup for Scheduled Partial Payments
(SPPs)
§ Adjust CBA credit limits, as necessary, for the travel mission
§ Request CBA exceptions through the CPM, as needed
§ Perform maintenance and reporting utilizing the EAS (Transaction Management and Reporting Modules)

3.4.2 Daily Tasks

§ Process Account (IBA & CBA) applications within 24-hours of receipt
§ Process requests to: manage and monitor accounts with compliance concerns, set card active start and
end dates, open or close – temporary block accounts, adjust IBA credit limits, place accounts in PCS
Mission Critical status, Mission Critical status, update demographic information, etc.

3.4.3 Weekly Tasks

§ Decline Authorization reports in the Reporting module (mandatory to run no less than once per cycle):
© To identify all ATM/cash and purchase transactions that were attempted for an account, but were
declined. This report will help you determine where and why transactions failed, so you can be
proactive in assisting cardholders with activating their accounts, raising credit limits, updating DTS
profiles, or pointing-out improper use of the card.
© Unsubmitted Voucher Report (DTS) – may require coordination with the DTS Defense Travel
Administrator (DTA).

3.4.4 Monthly Tasks

§ APCs are expected to obtain mandatory reports listed in the GTCC Regulations 041402 (IBA) and 041403
(CBA) on a monthly basis, at a minimum.
§ “IBA and CBA Account Activity Text File-CD100T” Report
© You must run and review this report for IBAs no less than monthly, but recommend as often as
weekly to identify potential improper use of the GTCC. The earlier misuse is identified, the earlier it
can be corrected with the cardholder.

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§ Account Listing Report (IBA)
© Ensure cardholders are keeping their personal information current with the GTCC vendor by
validating the detailed content of the Account Listing report with each cardholder (e.g. full name,
physical mailing address, e-mail address, and phone number).
© Ensure cardholders no longer assigned to the organization/hierarchy are either transferred or their
account closed.
© This report will also allow you to be proactive in reminding cardholders (and potentially the
cardholders’ DTS Defense Travel Administrators [DTAs]), to update GTCC card numbers or expiration
dates in their DTS profiles.
§ Delinquency Report – Hierarchy (IBA and CBA)
© This report displays accounts that are delinquent by time frame (i.e. 31, 61, 91, 120 or more days
past billing). You should use this report to aggressively work all delinquencies.
§ DoD Travel IBA Aging Analysis or IBA Aging Analysis Summary Report
© This report will identify detailed account delinquencies and summary level information by
component hierarchy. You will use one, or both, reports to get a point in time listing of your
delinquencies. These reports should be run at the completion of each cycle, and used in conjunction
with the Delinquency Report.
§ DoD Travel CBA Aging Analysis
© This report will identify summary level delinquency information by Component HL.
§ Card Receipt Report
© This report will identify cardholders who have not “Receipt Verified” their new cards. Cardholders
should contact Citi to verify receipt of the GTCC upon receiving the card in the mail, regardless of
travel status. (Once the new card has been receipt verified, the old card will no longer be available
for use).
§ Complete monthly CBA Reconciliation and ensure that payments post to your account (if CBA
reconciliation is applicable to you).
§ Validate In-processing and Out-Processing cardholders based on Component procedures. Close cards
immediately for those former cardholders leaving the DoD; deactivate cards for those transferring, but
remaining in DoD; close accounts of deceased cardholders.
§ Coordinate with your DTS DTA and have them run the Traveler Status Report. Identify any at risk
accounts (accounts with a history of misuse or delinquency) against the Account Listing Report that
should be placed in the closed – temporary block status indefinitely during non-travel periods. At risk
cards can also be managed and made unavailable for use by very specifically setting the card active start
and end dates for narrowly defined periods of travel.
§ Complete ad hoc requests to add/remove APCs that require access to CitiManager.
§ Comply with the monthly IntelliLink requirement (See 11.1) and respond to IntelliLink case inquiries as
applicable or if so delegated.

3.4.5 Annually
Recommended annual tasks that you should complete include (but aren’t limited to):
§ Identify all cardholders that need to complete required refresher Travel Card 101 training
§ Identify all cardholders that need to complete a new SOU. (every three years or new duty station)
§ Complete any refresher APC training as mandated (available in TraX)
§ Run and review a CBA Listing report annually to determine whether accounts are being utilized, and if
any modifications need to be made to credit limits, CBA Points of Contact, etc.

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3.5 Cardholder (CH)
Cardholders (CHs) must:
o Read, sign and comply with the cardholder Statement of Understanding (SoU) (initially, every three years
and upon arrival at each new duty station)
o Complete mandatory traveler training available in TraX (Travel Card 101) (initially and every three years)
o Read and comply with the GTCC vendor’s cardholder agreement
o Verify receipt of their card with the bank and set up a PIN
o Ensure all cardholder contact information (email address, mailing address, telephone number, name
changes, etc.) are kept current with the GTCC vendor, as well as within their DTS travel profile
o Verify that their account is open and available for use before authorized travel begins by checking their
account online or by calling Citi and either using the Interactive Voice Response (IVR) system or talking to an
agent
o Contact their APC if they need assistance to make their card available for use or to adjust the available credit
limit on their account if they need an increase
o Use their GTCC for ALL authorized travel-related expenses /charges, where the GTCC is accepted
o Submit their travel voucher within 5 working days of trip-end
o Split disburse their travel expense reimbursement directly to the GTCC vendor (via Payment Total screen in
DTS), to avoid late payments
o Pay all undisputed charges on their GTCC monthly billing statement by the due date, regardless of whether
reimbursement has been received 1
o Coordinate with their APC when they receive PCS orders so the APC can make the necessary PCS
Status/Mission Critical updates to the account, as needed
o Maintain awareness of, and stay within their available credit limit, while they are traveling by accessing their
GTCC account online or on the mobile app on their smartphone or by calling the customer service number
on the back of the travel card itself. If additional credit limit is necessary based on the travel mission (long-
term travel or travel to a high cost area for example), contact their APC to request an increase
o Notify the APC and card vendor immediately if the card is lost or stolen

1
Ref DoD Cardholder Statement of Understanding

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Chapter 4. Charge Card Accounts

Citi is DoD’s GTCC vendor under the GSA SmartPay3 master contract (effective November 30, 2018 to November
29, 2031). Citi’s portfolio of travel card products offers a wide-variety of options, but DoD primarily uses two
types of individually billed accounts (IBAs) – standard travel accounts and restricted travel accounts; and, two
types of centrally billed accounts (CBAs) - transportation only accounts and unit travel accounts.

4.1 Individually Billed Accounts (IBAs)

IBA initial spending limits are established based on the DoD’s requirements. However, the APC may adjust the
spending limits based on mission needs. Any individual that travels should obtain a GTCC card. Qualifications,
credit limits, and the types of IBAs for DoD were established in the DoD task order and are specified in the GTCC
Regulations. The IBA is a liability of the cardholder, and they are responsible for payment of all undisputed
transactions on the account.

There are two types of IBAs: 1) Standard, and 2) Restricted.

Standard Accounts are issued to individuals who authorize a credit score check and have a credit score of 660 or
higher. The credit score check is a soft pull that does not impact an applicant’s credit score.
An applicant with a credit score below 660 will receive a restricted account. If the applicant does not authorize a
credit score check, they must complete the alternate creditworthiness assessment form DD 2883.

Applicants not authorizing the bank to pull a credit score and who provide any false responses to any of
the true and false questions on the DD 2883 are not eligible for a travel card.
Note: Applicants who were not successful in applying for a travel card because they did not authorize a credit
score check and provided any false response on the DD 2883 can reapply and authorize a credit score check and
still receive a travel card based on their credit score criteria. There is no longer an APC restricted card option. If
an applicant is not successful in applying for a travel card for having a false response on the DD 2883 and will not
authorize a credit score check, they are ineligible to receive the IBA travel card.

4.2 Centrally Billed Accounts (CBAs)

A CBA is an account that has been issued to a DoD organization to pay for official travel transportation charges
such as air, rail, bus, and for other official government travel related expenses. The CBA is the sole liability of
the government and requires monthly reconciliation of the invoice. The APC and/or CBA Manager have the
responsibility to ensure that the CBA invoice is reconciled in a timely manner and by the statement due date to
avoid delinquency and/or suspension of the CBA. The account has a net 30-day payment term, and is subject to
the Prompt Payment Act of 1982. These accounts contain a unique prefix that identifies the account as a CBA
for official federal government travel.
Transportation-only CBAs are typically used to purchase transportation (air, bus, and rail) for individuals that do
not have and/or are otherwise not eligible to be issued a GTCC IBA.
An additional, separate CBA called a Unit Card can be established to support groups of travelers, such as escort
teams, military bands, etc., needing the flexibility of charging directly to a CBA. Unit cards may be used to
charge all authorized travel expenses, such as transportation, lodging, meals, etc.

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There are five different kinds of CBAs, and the reason for the use of the CBA for your organization will determine
which type the APC would apply for on the CBA application. These accounts contain a unique prefix (Bank
Identification Number – BIN) that identifies the account as a CBA for official federal government travel. This
prefix also identifies the account as eligible for government travel rates including city pair program fares and tax
exemption where applicable.

Types of CBA’s Description BIN DTS CPP/Tax

Exempt
Defense Travel The DTS CBA is a CBA that is reconciled 27 Yes Yes
System (DTS) electronically in the DTS. Only air, rail and related
Reconciled point of sale fees can be billed to a DTS CBA. This
type of account allows for the invoice to be
received electronically in DTS. This type of CBA is
loaded into the DTS and is used to pay for DTS
airline tickets. The card for this account is what is
referred to as ‘white plastic’ and cannot be swiped
at a point of sale terminal.
Traditional CBA The Traditional CBA is used to make reservations 26 Yes Yes
Accounts and purchasing tickets (air, rail, and bus) on behalf
of individuals who have not been issued an IBA.
This type of CBA can be loaded in DTS for ticketing.
This type of CBA is also used for non-DTS
transportation needs and is loaded in the Travel
Management Center (TMC) script. The card for this
account is what is referred to as ‘white plastic’ and
cannot be swiped at a point of sale terminal. This
type of CBA is reconciled manually (outside of DTS)
using a Component-based process or system.
Unit Travel A Unit Card is typically issued to a DoD component 29 No Yes
Charge Card in the traveler’s or the Agency’s/Organization’s
Accounts name. This type of CBA can be used for point of
sale transactions so the type of transactions that
can be billed to this type of CBA is the most flexible.
The Unit CBA cannot be used for DTS travel. These
types of cards are used sparingly due to the
administrative oversight needed and manual
reconciliation of the monthly invoices.
Special Special Program CBAs City Pairs Program (CPP) are 28 No Yes
Program CBA used specifically for bus and ground transportation
CPP ticketing.
(Bus/Ground
Transportation)
Special Special Program CBAs non-CPP are used specifically 70 No No
Program CBA for MEPs ticketing.
non-CPP (MEPS
Account)

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Chapter 5. Hierarchical Structure

APCs are responsible for maintaining the hierarchy structure and accounts within their hierarchy structure. Citi
uses a Hierarchy Level (HL) structure to define the reporting structure of accounts for IBAs and CBAs. These
structures will then determine what accounts you have access to and can run reports against. The DoD
hierarchy can contain up to seven levels. An example of a service hierarchy is as follows:
o Level 1: Department of Defense (The DTMO)
o Level 2: Military Components (The Service CPMs)
o Level 3: Major Command/CPM level for Defense Agencies
o Level 4: Installations/Units/Agency Subordinate Commands
o Level 5-8: Subordinate Commands
Each HL is unique, and all levels of the DoD hierarchy are required on each cardholder/CBA application. APCs
must ensure that they have proper access to their HL so they can support their IBA and CBA cards. If access is
needed, the APC should go to their next higher level APC to gain access (i.e., You are an APC at the HL4 and need
access, your HL3 APC or CPM in the Defense Agencies would process the request).

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Chapter 6. Training Requirements

6.1 Requirements
The Government Travel Charge Card Regulations, Section 0408, defines the travel card training requirements for
Cardholders and APCs.
Government Travel Card Training Cardholder Cardholder APC APC
Requirements for Cardholders and APCs Mandatory Recommended Mandatory Recommended
Travel Card Program Mgmt. - (APC Course) X
Travel Card Program Mgmt. - Every 3 years X
Retain Completion Certificate for APC Course X
EAS Training X X
GSA Smart Pay Training X
Travel Card 101 X X
Travel Card 101 Refresher - Every 3 years X X
Retain Completion Certificate for 101 Course X X

6.2 Travel Explorer (TraX)

Travel Explorer (TraX) is a centralized source of travel information that includes travel assistance, training, and
access to trip tools and other useful information for DoD traveler's and administrators. To access TraX, users
must register through Passport at DTMO's web portal at https://www.defensetravel.dod.mil/Passport. TraX aids
DoD travelers and administrators by functioning as an extension of the Travel Assistance Center (TAC), which is
the 24x7 help desk for DoD travelers. An individual can do the following in TraX:
o Submit help desk tickets and track the progress of the ticket
o Access Training materials and references to include ’How To’ guides, information papers, FAQs, Web Based
Training (WBTs), demonstrations and Instructor Led Training (ILT)
o Obtain information to assist with official DoD trip planning using the Trip Tools to review airline city pairs
and associated fares, per diem rates, rental card ceiling rates, and destination weather forecasts.

6.3 Citi Training and Resources

Citi offers instructor led training and on-line training to support APCs in the use of the travel card vendor’s
online tools. Online training also includes web based training (WBTs) modules, instructional guides, and
webinars. Registration for all Citi training is available in Citi's training environment – The Learning Center. The
Learning Center is located in CitiManager (see Chapter 7.4 of this guide for additional details).
Instructor Led Training:
o On-site Training – Citi offers on-site training at no cost for organizations meeting the required 20-participant
minimum. An online training request form for onsite instructor led training must be submitted via The
Learning Center so logistics can be coordinated with Citi's Training team.
o Regional Citi Training Facilities - Citi also offers day-long, hands-on training by a Citi instructor, for APC
classes of up-to 20 students, at the following locations:
§ Washington, DC § Jacksonville, FL
§ Norfolk, VA § Wilmington, DE
§ O'Fallon, MO
Training information is available by logging into Citi’s website at https://home.cards.citidirect.com/ and then
selecting “Web Tools” and the “Learning Center” link.

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Chapter 7. Citi Tools

Citi’s electronic access system, CitiManager, is a web-based tool that automates many of the administrative
tasks performed by APCs. The CitiManager tools are broken down into four main modules: CitiManager,
Transaction Management, Reporting, and The Learning Center which all APCs need access to in order to
successfully manage their GTCC program.

Before an APC can use Citi’s electronic access system (EAS) they have to be appointed in writing and must
complete the Cardholder 101 and APC training. Once registered in the EAS by the higher level APC/CPM, the
new APC will receive two emails with instructions on how to access the CitiManager website and complete the
“Self-registration for Non Cardholders.”

7.1 CitiManager
CitiManager allows APCs to access a variety of card program tasks and web tools that provide the following
functions. It is used by both APCs, as well as Cardholders.
o For APCs:
APCs will use Manage Card Accounts to view statements online. APCs can securely and easily access the various
details of card charges and use this module for assisting and auditing individual cardholders.
Features of the Manage Card Accounts page include:
§ Statements can be viewed, printed or downloaded
§ Unbilled transactions (charges that have posted, but not yet appeared on a statement) can be viewed and
downloaded
§ APCs can assign (Reporting Module only)/unassign access to lower level HL APCs
§ Create Users
§ Review pending user requests
§ Set alerts for cards within your HL
§ View Resources to include:
© Library access to upload and download files (file sharing protocol)
© Links/Help (link to various sites that are used by the APC in managing their program)
© Web Tools (access to Transaction Management, Reporting and The Learning Center Modules)
APCs will follow this path to log in and access Manage Card Accounts:
Ø https://home.cards.citidirect.com/
Manage Card Accounts

CitiManager: User Guide – Non-Cardholder (Available in the Learning Center and in Links)

o For Cardholders:
Manage Card Accounts in CitiManager and CitiManager Mobile.
§ Cardholders who applied after March 6th of 2020 will have a CitiManager account established by Citibank
as part of the card issuance process.
§ Cardholders that were issued travel cards before March of 2020 can, and should, self-enroll by accessing
at https://home.cards.citidirect.com/ and click on Self Registration for Cardholders. APCs should highly

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recommend this to their cardholders so they can easily manage their account electronically, which is a
huge benefit when they are away from their home or office.
§ Existing cardholders need only their card number and their name as it appears on the card and can self-
enroll for their online account.

Features of the online and mobile accounts include:

§ Ability to make online payments
§ Credit balance refund request (CBR)
© Refund in the form of an electronic payment (ACH)
© Available through the Request Refund tab of the cardholder statement
© Must be less than the current balance (only up to $4,999 can be requested online)
© Cannot obtain CBR on open disputes
§ View, print, and download statements
§ View unbilled transactions
§ Set alerts
§ Update account information (address, phone number, email)
§ Access and change account settings (POC info for CH, enrollment for mobile, paperless statements, etc.)

CitiManager: User Guide –Cardholder (Available in Links)

7.2 The CitiManager Transaction Management Module

The CitiManager Transaction Management Module is the online application that APCs use to perform program
maintenance for IBA accounts. The Transaction Management Module is a secure electronic tool that performs
various functions in support of your GTCC program including:
§ Processing of online applications
§ Managing Cards
© View or modify cardholder demographic and profile information
© Open/Close – temporarily block accounts
© Set Card Active Start and End Dates
© Permanently close accounts
© Modify temporary credit/cash/retail spend limits
© Place accounts in Mission Critical and/or Mission Critical PCS Status
© Request replacement cards
© View/print and download statements
© Perform bulk account maintenance
§ Performing hierarchy changes
§ Making an Inquiry
§ Viewing Dispute Log and Declined Transactions
§ Pulling an APC listing report (Multiple Business Unit Contact Report)
Additionally, APCs will have access to the Citi Help Desk support, as well as onsite training, comprehensive
online learning and self-help tools to help manage the GTCC program. The self-help tools including user guides
and quick reference cards can be found within the Transaction Management Module, under the Assistance tab

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Corresponding Learning Center module recommendations

o Document: DoD Travel: CitiManager — Cardholder End-to-End User Guide
o Course: DoD Travel: Applications and how they are processed
o Course: CitiManager: CBT – Getting Started
o Course: CitiManager: CBT — Manage Card Program
o Course: CitiManager: CBT — Manage Cardholder Accounts
o Course: CitiManager CBT — Manage User Access
o Course: CitiManager CBT — My Profile
o Document: DoD Travel: CitiManager — A/OPC End-to-End User Guide

7.3 The CitiManager Reporting Module

CitiManager Reporting Module is a robust tool that enables APCs to closely monitor and better manage their
Travel Card Programs for policy compliance, potential misuse, spend trends and patterns, account transaction
activity, and account delinquencies, just to name a few. The Reporting Module supports DoD’s reporting
requirements in two ways: first, it provides a variety of standard report templates that simplify the reporting
process for new APCs; and, second, it provides a dynamic custom reporting capability for the more experienced
APCs with advanced reporting requirements.
o Helpful Reporting Module features:
§ Pre-defined reports that can be used, or that can serve as templates for customized reports
§ Ability to schedule reports by establishing subscriptions (identified under the report) to run at a variety
of time periods, including daily load complete, weekly, cycle-end, or at month-end. APCs also have the
option to enter e-mail addresses to notify when the report is available
§ Ability to create ‘Ad-Hoc’ reports that can be built to the APCs needs
§ Access to a history list of reports run in the past. Simply save the report to your History List in the
Reporting module.

The GTCC Regulations, in section 0414, identify the available reports, and denotes which are mandatory.

Mandatory Reports for IBA:

1. Account Activity Text Report
2. Account Listing Report
3. Declined Authorization Report
4. Delinquency Report-Hierarchy
5. DoD Travel IBA Aging Analysis or IBA Aging Analysis Summary

Mandatory Reports for CBA:

1. Declined Authorization Report
2. Delinquency Report
3. DoD Travel CBA Aging Analysis

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Additional reports are available to the APC and are located in the Supplemental Reports folder within the
Department of Defense Travel Shared Reports that you may find useful.

Follow the path below to access Supplemental Reports in The Reporting Module:
Ø https://home.cards.citidirect.com
§ Web Tools
§ Reporting
§ Select IBA or CBA Travel (will depend on the APCs access)
§ GSA auto populates
§ Organizational Shared Folders
§ Department of Defense Travel Shared Reports
§ Supplemental Reports
Additional Resources
The Reporting Module Full Report Matrix:
http://www.citigroup.com/transactionservices/home/sa/a2/gsasmartpay2/dod/docs/ccrsmatrix.pdf

Corresponding Learning Center module recommendations:

o Document: DoD Travel: CitiManager - Reporting User Guide
o Course: DoD Travel: CitiManager Reporting for New APCs
o Course: DoD Travel: Delta CitiManager Reporting

7.4 The CitiManager Learning Center Module

The CitiManager Learning Center Module is a module within CitiManager that provides a Citi single source
training environment for APCs that includes manuals, Computer-Based Training (CBTs), demos, instructor led
training, and much more. This training environment provides APCs with the system functionality of using Citi’s
tools to support your travel card program.
APCs will follow this path to log in to CitiManager then go to the Learning Center:
https://home.cards.citidirect.com
The Learning Center environment is flexible, equally accommodating APCs interested in a single lesson, as well
as those interested in a comprehensive curriculum that includes fundamental skills for all of Citi’s online tools
and associated capabilities (e.g. CitiManager, The Transaction Management and Reporting Modules, etc.).

The Learning Center CBTs can be interrupted and picked right back up where you previously stopped, and
once the training is completed, the certificates can be printed right from The Learning Center.

Each APC should be very knowledgeable with using CitiManager, and the Transaction Management, Reporting
and Learning Center Modules. If training is not provided by their command, they should utilize the training in
The Learning Center in order to learn how to use the tools and resources available in support of their travel card
program.
There is a Learning Center Quick Reference Guide available in CitiManager under Resources/Links Help that will
provide usability and navigation instructions for the Learning Center.
There is a current listing of courses and descriptions that are available in the Learning Center. When accessing
the Learning Center, please be sure to look for the courses and user guides that begin with “DoD Travel”.

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Chapter 8. Operational Setup

8.1 New Account Applications and Setup

The GTCC program includes Individually Billed Accounts (IBAs) and Centrally Billed Accounts (CBAs). For every
new account established with the travel card vendor an application is required. Citi will determine whether to
issue a card to designated government travelers and organizations upon review of the application.

8.1.1 Individually Billed Accounts

The Department of Defense (DoD) policy is that the Government Travel Charge Card (GTCC) will be used by DoD
personnel (military or civilian) to pay for all costs related to official government travel. IBAs are a direct liability
of the cardholder. IBA applications for cardholders, must be submitted by the APC and can be done so either
online (the preferred method), electronic/fillable PDF or via paper applications.
The cardholder is required to provide the following information on the application:
§ Full Name
§ Social Security Number (this is not optional)
§ Date of Birth
§ Address
§ Email Address
§ Phone
§ Applicant’s Signature/Date of Signature
§ Approving Supervisor Signature/Date of Signature
§ Credit Score Review Authorization or Complete a DD 2883

In addition, the cardholder will be required to complete the following:

§ Travel Card 101 Training (see Chapter 6 Training Requirements)
§ The Statement of Understanding (SoU) that is found on the DTMO website at
https://www.defensetravel.dod.mil/Docs/GTCC_SoU.pdf

NOTE: Regardless of the application process used by the cardholder (online/electronic PDF/paper), when
the cardholder signs the application for the GTCC, they agree to the terms and conditions in the cardholder
agreement. The cardholder agreement can be downloaded at:
https://www.citibank.com/tts/sa/federal-government-program-administrators-guides-and-forms/gsa.html.
Once the application is received by the travel card vendor for processing, they will review the application, and
based on the results of the credit score check or alternate creditworthiness assessment form DD2883, the
traveler will be issued either a standard or a restricted IBA (See Chapter 4.1).

8.1.1.1 Online Applications

Online applications are the preferred method of processing an IBA application.
Benefits for submitting an online application include:
© Fewer errors from illegible handwriting and faxing on the manual application
© No paper, better for the environment
© Provides ability for the APC to see the status of the application
© Online recordkeeping versus paper
© Provides the fastest expedited application processing and card delivery
APCs first set the invitation passcode for their organization per component or agency policy, they will then send
the applicant the link to the CitiManager log in page: https://home.cards.citidirect.com, the invitation passcode

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and the inviter’s email address. The applicant will then go to the CitiManager landing page and select “Apply For
Card”. Next they select the radio button for “Invitation Passcode” and then continue. On the User Registration
page they enter both the invitation passcode and the inviter’s email address. Citi provides a user guide on the
application process: DoD Travel: CitiManager - Cardholder Online Applications Quick Start User Guide.
Expedited processing online is the fastest way to process an expedited application in response to an official
mission requirement but expedited applications can also be processed using the electronic/fillable PDF or paper
application. Cardholders will receive expedited cards in two to three business days, while the standard
processing time is between three to five business days.

Step by step instructions for the APC to initiate a new online cardholder application can be found in the User
Guide and online training.

Corresponding Learning Center module recommendations:

o Course: DoD Travel: CitiManager – Cardholder Online Applications Quick Start User Guide
o Course: DoD Travel: Applications and how they are processed

8.1.1.2 Electronic PDF and Paper Applications

Paper applications are available for those individuals that do not have access to the online tool for submitting
IBA applications but the online application should be used as much as possible. Once completed by all parties,
the application is then emailed, scanned and emailed to Citi or faxed to the number referenced on the paper
application. The processing time for a manual application, either electronic PDF or paper once received by the
credit card vendor is approximately two – three business days. Due to the PII information that is required by the
bank and on the paper application, the APC MUST ensure that all documentation is stored in a secure location.
APCs must adhere to archiving requirements of the GTCC Regulations and your organization. The travel card
vendor accepts digital signatures on IBA applications done electronically but for paper applications that are
printed out and filled in by hand, wet signatures (using pen and ink) must be provided by the APC, the
applicant’s supervisor and the cardholder. Prior to submission of the IBA application form to Citi, the APC should
verify that the form has been completed in its entirety and that all information is legible and correct.
Applications sent via email must be limited to a single application per email. Email applications to:
[email protected] , Fax paper applications to: 866-671-5910 or 605-338-5745

APCs can access the electronic PDF IBA application (which can also be printed out for a hard copy paper form) at
the following URL:
https://www.citibank.com/tts/solutions/commercial-cards/assets/docs/govt/Individually-Billed-Account-
Application.pdf
The form has designated areas that must be completed by the cardholder, the cardholders approving
supervisor, as well as the APC.

8.1.1.3 Expedited Applications

Expedited applications, which allow a travel card to be shipped within 24 hours of the GTCC vendor receiving the
application, may be used for personnel who are scheduled to travel within five working days. Remind travelers
to plan ahead and apply for a travel card far enough in advance to avoid the need for an expedited application.
Only expedite cards when necessary. The GTCC vendor does not charge a fee for expedited card delivery.

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The steps for expedited applications (including online, electronically completed and paper applications) are:

1. The cardholder, approving supervisor, and you complete the application for an IBA.
2. You will review the application and verify that all sections are completed (particularly the credit
score review authorization and expedited delivery fields) and that the cardholder and approving
supervisor signed the application.
3. You will complete the APC sections on hierarchy, complete the account specification section (if
applicable), and complete and sign the authorization fields.
4. You will then submit the online application or send the manual PDF form or scanned paper copy
electronically via the GTCC vendor website file depository (e.g. Citi Library) or fax the paper
application to the GTCC vendor as soon as possible.
5. You can see the status of your submitted online applications in the system or you will need to verify
with the GTCC vendor whether the application has been received if it were otherwise an electronic
or paper application form.
6. The GTCC vendor will process the application within 24 hours and will send out expedited travel
cards with 2 to 3 business day shipping to the individual cardholder’s stated primary address, or to
an alternate/physical address annotated on the application.
7. Both expedited standard and restricted travel cards will be delivered in an open status.
8. The cardholder must verify receipt of their travel card and set up a PIN.

8.1.1.4 Emergency Applications

Emergency application procedures are only for responses to natural disasters (e.g., hurricanes, earthquakes),
threats to national security, and military mobilization.

The steps for emergency applications are similar to expedited applications except:

1. The application must be submitted through the GTCC vendor’s dedicated agent by the HL3 or by the
local APC with appropriate enterprise level coordination (e.g., NORTHCOM, DoD, or the Installation
Commander).
2. When necessary, oral instruction can be provided to the GTCC vendor to set-up an account and issue
a card. The oral request must be followed by a written confirmation sent electronically within five
calendar days to the dedicated agent or the agency support box with the completed paper
application.
3. The GTCC vendor shall process and initiate delivery within 24 hours of the request by overnight
delivery. Cards for emergency applications will be delivered in an open status and are immediately
available for use once the cardholder verifies receipt.

8.1.2. Paper CBA Applications

CBA Applications can only be processed manually via paper or electronically. There is no online CBA application.
The CBA paper application is available at the following link for downloading:
https://www.citibank.com/tts/sa/federal-government-program-administrators-guides-and-forms/gsa.html

Then scroll down to Department of Defense Travel Program / Applications.

Once the application has been completed by the APC, they must forward the application to the CPM for
approval. The APC and/or CPM will then forward the application to their customer account representative at

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Citi who will process the application. The application can be completed electronically and accommodates digital
signatures. A CBA requires additional setup time due to the type of product it is, and can take up to two weeks
to establish with the charge card vendor. The CBA card will then be mailed to the APC address on the
application. Depending on the type of CBA account, there could be a ‘white plastic’ for non-point of sale (POS)
cards (cards which are not used at a POS terminal) that serve to keep track of the account number, expiration
date, three digit Card Verification Value (CVV) number, etc. CBA accountholders provide the CBA information
(account number/expiration date) to the TMC to enter the account “script” in their system. The CBA
accountholder verifies receipt, keeps the card properly secured and maintains the white plastic.

8.2 Post Application Processing Actions

Upon processing either the IBA or the CBA, there are actions that MUST be taken in order for the cards to be
open and available for ticketing purposes. The necessary actions include: 1) The cardholder must verify receipt
of their card and set up a PIN; 2) The cardholder must update DTS profiles and TMC scripts, as needed; and, 3)
the APC must follow-up with the cardholder on use of the card.

8.2.1 Card Receipt Report

In order for an IBA or a CBA to be used, the cardholder and/or APC must confirm receipt of the card. Each card
will have instructions (a sticker on the card) on how to receipt verify the card. The cardholder will receipt verify
their IBA and the APC is responsible to receipt verify their CBA card by following the instructions on the card
mailer. Until this action has taken place, the card cannot be used. APCs can monitor who in their organization
has confirmed receipt of their IBA travel card by running the Accounts Listing of Chip Cards report in the
Reporting tool in the Supplemental Reports / Chip & Pin Reports folder. For CBAs the report is called the Chip &
Pin Account Listing with Active Start and End Dates.

8.2.2 DTS Profile Update

All travelers must ensure that their DTS profile is updated. Travelers are responsible for their DTS Traveler
profile and APCs must coordinate with their CBA Administrator for updating the CBA information so it’s available
for use. APCs can provide their travelers with the following link that provides directions on how to update their
DTS traveler profile: https://www.defensetravel.dod.mil/Docs/Updating_DTS_Auth_with_GTCC_Info.pdf
APCs need to compare GTCC information in DTS to the Citi system. As most APCs do not have the same access
as a DTS DTA, APCs should request information on their traveler’s profile status on a monthly basis from their
DTS DTA. APCs should request the DTS DTA to run an Accounts Info List and compare the GTCC IBA information
including the cardholder’s expiration date listed in DTS with the information in the Citi system and correct
accordingly. The report is run in DTS within the DTA Maintenance Tool by selecting the View Person List and the
drop down titled Accounts List Info. APCs will use the CBA Load Sheet (located under Quick Links and Resources
at https://www.defensetravel.dod.mil/site/cba.cfm) to provide to their CBA DTAs any new CBA’s that should be
loaded into DTS so it’s available for use by the organization’s travelers or when there is a new expiration update
that must be completed. The CBA Load sheet is available for download on the DTMO website under Quick Links
and Resources at: https://www.defensetravel.dod.mil/site/cba.cfm

8.2.3 APC Wrap-up with Cardholder

APCs should reach out to their cardholders to close the loop and ensure they have completed all required
actions. This is also a good opportunity to ensure that cardholders know how to check their account online or
with the mobile app with their smartphone while they are away on travel. APCs can also use this opportunity to
ensure they have a copy of the cardholder’s Travel Card 101 certificate, Statement of Understanding and answer
any remaining questions with the cardholder about their responsibility concerning the GTCC.

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Chapter 9. Account Maintenance

APCs will be required to perform maintenance on their cardholder’s accounts to ensure account information is
kept current as well as complete program administrative tasks for accounts within their hierarchy. Account
maintenance is completed in the CitiManager Transaction Management Module.

Corresponding Learning Center module recommendation:

o Document: DoD Travel: Transaction Management – A/OPC End-to-End User Guide

9.1 Defense Travel System Reports

The following reports are recommended in DTS to support APCs in managing their GTCC program. APCs can
request these reports from their DTS DTA:
Report Name Frequency APC Action
Unsubmitted Voucher Report Weekly DTS report identifies travelers that have not submitted their
travel voucher closing out payments that are due to the GTCC
People – Accounts Info List Monthly Identifies travelers within the DTS organization. Report
identifies cardholders with expired card data or missing GTCC
card data in their profile for the APC’s action.
Organizations – View CBA List Quarterly Identifies CBA data that is loaded in DTS for travelers to use if
they don’t have an IBA. Report indicates CBAs that are
expiring and that need to be updated in DTS, as well as DTS
organizations that have access to the CBA for ticketing.

9.2 Demographic Updates

The APC must ensure all cardholder information is kept up-to-date to guarantee effective program
management. The APC must maintain individual cardholder information such as primary mailing address, email
address and phone number. Not keeping this information current could result in a cardholders account to be
temporarily closed due to returned mail. The account will remain closed until the primary address is verified or
updated and the returned mail status is removed from the account. As the DoD and the charge card vendor
move more towards digital communications, email address, and mobile numbers also need to be kept current to
ensure receipt of Citi communications by the cardholder. Demographic updates are available at the following
path:
Ø CitiManager/ Transaction Management / IBA / Card Management / Account Management /Modify Account
/Demographics

9.3 Temporary Credit Limit Updates

The APC, CPMs and the DTMO have authority to raise individual credit limits on a temporary basis to meet mission
requirements. The chart below details the authority for each level CPM/APC in respect to raising individual credit
limits as of the date of this APC Guide and is subject to adjustment by Citi.
Standard account credit limit increases are limited to a temporary duration of no more than 12 months. Restricted
account credit limit increases are limited to a temporary duration of no more than 6 months. After such time, the
temporary limits will be reset back to the default limits.

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Department of Defense
Government Travel Card Credit Limits

APC (HL4/5 — 8) APC (HL3/4) CPM (HL2/3) DTMO (HL1)

Default Approval Maximum Approval Maximum Approval Maximum Approval Maximum

Standard
Credit $7,500 $15,000 $25,000 $50,000 No Maximum
Travel $7,500 $15,000 $25,000 $50,000 No Maximum
Cash $250 $5,000 $10,000 $25,000 No Maximum
Retail $250 $500 $1,000 $2,000 No Maximum
Restricted
Credit $4,000 $15,000 $25,000 $50,000 No Maximum
Travel $4,000 $15,000 $25,000 $50,000 No Maximum
Cash $250 $5,000 $10,000 $25,000 No Maximum
Retail $100 $500 $1,000 $2,000 No Maximum

Credit limit updates can be made via the EAS at the following path:
Ø Transaction Management / Card Management / Account Management / Modify Account / Controls

9.4 Opening and Closing at Risk Accounts

Per component or agency policy, certain accounts may require being placed in a closed – temporary block status
during indefinite periods of non-travel. The APC can also set specific dates for which the card is available for
use, as well as when it will become unavailable for use, based on travel dates for the cardholder. Additionally,
the APC may place accounts in a closed – misuse status during periods of non-travel in response to a known
history of card misuse or during suspected card misuse research. Managing accounts with the use of specific
card active start and end dates or setting the card status to open or closed is available at the following path:
Ø Manage Users / Account Maintenance / Additional

9.5 Mission Critical

Mission critical status is applied to an IBA when travel is being performed under competent orders and the
traveler is performing duties in a remote location that, through no fault of their own, may prohibit the traveler
from filing a voucher for their outstanding travel card charges. The purpose of applying mission critical status to
an IBA is to prevent the account from being suspended or cancelled due to delinquency, which would render the
account unusable.
Only an APC or CPM can enroll accounts in mission critical status with supervisor justification; cardholders may
not enroll their own account.

Mission critical status should not be used as a means of avoiding delinquency for the cardholder due to
untimely processing of travel vouchers, but used only in situations that apply for mission critical status.

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APCs may only enroll accounts into mission critical status prior to the account suspending (delinquent 60 days or
less), however, CPMs may request Citi customer support place accounts suspended for delinquency, in a MC
status. While in this status: (1) accounts will not suspend, cancel or charge off; (2) accounts will not report as
delinquent, no late fees will be charged; and (3) accounts will not begin aging until the status end date. Monthly
statements will continue to be sent to the cardholder’s address of record.
Mission critical updates can be made via the EAS at the following path:
Ø ManageUsers / Account Maintenance /Additional

9.5.1 PCS
For services that allow IBAs to be used by their cardholders when in a PCS status, the account should be placed
into a mission critical status due to the PCS. This status allows additional processing time of PCS vouchers and
prevents delinquency and suspension of the account prior to when they begin in-processing at their new duty
station. Depending on Component or Agency policy this process may be accomplished through automated file
transfer, manual file exchange with Citi or the Bulk Maintenance process in CitiManager. In order to put
cardholders into PCS MC status in CitiManager using the Bulk Maintenance process:
1. Select Manage Card Program / Document Management
2. Select PCS Bulk Maintenance in the select function drop down window and then select the radio button to
download PCS Bulk Maintenance Form Template and then select Download.
3. The template is then completed and then uploaded in the same manner on the same screen.
4. When the cardholder checks into the new duty station, make sure that the PCS Flag is removed by either
using the same PCS Bulk Maintenance process or by removing individual accounts from MC status on the
Account Maintenance screen.

9.6 Hierarchy Transfers

APCs are responsible for ensuring that cardholders are located in the correct hierarchy level (HL). Accounts are
transferred between HL’s in the Transaction Management Module. APCs can ONLY “pull” accounts into their
hierarchy (by account numbers or social security number) and are unable to transfer (“push”) an account into a
hierarchy level that is not within their HL span of control.
HL transfers can be made via the EAS at the following path:
Ø Manage Users / Hierarchy Pull Transfer

9.7 Disputes /Transfers

Cardholders, as a best practice, should monitor and reconcile their monthly statements to validate charges
against their travel card. Discrepancies identified need to be reviewed, and, if necessary, a dispute should be
initiated through the charge card vendor for IBAs. For CBAs, review to verify if a transfer transaction form or a
dispute is necessary. If the transaction occurred in DOD a transfer form should be completed rather than a
dispute form to transfer the transactions to the appropriate Service, Agency, or hierarchy level.
A cardholder, or an APC on behalf of the cardholder, may choose to dispute transactions on his/her Statement
of Account for a variety of reasons.
Disputes typically fall into the categories of:
o questionable charges
o duplicate billings
o unauthorized charges (i.e., charged an extra night for a hotel room)
o incorrect charges (i.e., airline charged $2000 instead of $200 for airline ticket)

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For CBA transactions, it is very important that the CBA manager researches the transaction and identifies that it
is truly an unauthorized transaction and not just an error with an incorrect CBA that was billed. CBAs with
excessive disputes can be closed by the bank due to perceived suspicious activity. This will result in CBA
reconciliation issues. In those instances, a Transfer Transaction Form should be completed to move the
transaction from the erroneous CBA to the correct CBA.

The Transfer Transaction Form is available at:

https://www.citibank.com/tts/sa/federal-government-program-administrators-guides-and-forms/gsa.html
Disputes must be submitted to Citi within 60 days of the date of the invoice on which the charge(s) first
appeared. After 60 days, the right to dispute a charge is relinquished.
For all merchant issues, the cardholder should first make every attempt to resolve the issue directly with the
merchant. This approach has the greatest potential for quick and efficient resolution of the issue.
There are two ways that a cardholder or an APC can dispute a transaction(s): Online (the preferred method) or
Manual dispute. The manual dispute process requires the cardholder or APC to:
o Step 1: Contact the merchant directly (Most disputes are resolved by contacting the merchant directly)
o Step 2: If the merchant is unable to help, contact Citi to initiate the dispute process or submit the dispute
form directly to Citi
Contact Citi at 800-200-7056 (cardholder) or 1-866-670-6462 (APC)
Citi will research the transaction with the merchant and their acquirer on the cardholder’s behalf and issue a
provisional credit for the dispute amount until the dispute resolution is finalized.
Regardless that the APC initiated a dispute with Citi via phone, the cardholder or APC will still need to complete
and submit the dispute form, including additional required documentation.
The form can be accessed using the hyperlink:
https://www.citibank.com/tts/solutions/commercial-cards/assets/docs/govt/Dispute-Form.pdf
Note: The signature blocks on the dispute form accommodates digital signatures.
The cardholder must provide any requested additional information to Citi, or the dispute may be resolved in the
merchant’s favor. If the dispute is found in favor of the merchant, the provisional refund will be reversed and
the cardholder will see the re-billing of that transaction on their next monthly statement.

9.8 APC Termination of Accounts

When a cardholder leaves DoD, is terminated from employment, or no longer requires a GTCC, the APC must
close the account or notify Citi immediately. The APC or his/her designated representative should thereafter
retrieve and destroy the GTCC if the employee does not have the card at termination or instruct the employee
to destroy the card immediately. Citi does not require that the destroyed card be returned to Citi.

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9.9 Deceased Cardholder
Once notification has been provided that a cardholder is deceased, APCs have a responsibility to place the
account into a deceased status (Closed Deceased status via the EAS), which will close the account.
CPMs and APCS (HL1 – HL3) are the only authorized persons who may request an account be placed in a
deceased status. For Independent Agencies, APCs at HL4 may also make the request.
Notification from APCs at HL4 – HL8 (with the exception of an HL4 for an Independent Defense Agency), family
members and/or Chaplains should be referred to the appropriate level APC, as referenced above.

Procedures
Step Action

Upon receiving a call, the Citi customer service representative determines whether the caller is an HL1
through HL3 CPM/APC or other (or HL4 for an Independent Defense Agency).
1
If caller is a HL1 – HL3CPM/APC, proceed to step 2.
If caller is a HL4 – HL8 APC, proceed to step 7.
If caller is a family member, proceed to step 8.
2 HL1 – HL3 CPM/APC: Verify APC information i.e. Agency, Name etc.

3 Citi requests that the APC confirm that the account is/was closed (Closed Deceased) in CitiManager.

4 Citi will complete a “Deceased Referral” form for any account that has a balance or credit balance on
the account and forward to the Citi Collections Department.

5 Citi requests that the APC obtain the card and verify its destruction when possible.

6 Citi will note the account with APC’s name and telephone number.

7 HL4 – HL8 APC: Citi directs the caller to contact their HL1 – HL3 CPM/APC.

Family member: Citi verifies name, address, and last four digits of social security number and notes it
8 on the account. Citi then provides the name of the Service Component Deceased Affairs Office (SCDAO)
from a listing provided by the Service Components who would then be able to contact the appropriate
CPM/APC for proper actions.

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9.10 Credit Balance Refunds
A Credit Balance Refund (CBR) is the process by which cardholders (or APCs/CPMs on behalf of cardholders), can
request a refund for overpayments made to their IBA. Refund of credit balances may be requested by either the
cardholder or APC by contacting the bank. If the cardholder or APC does not initiate a CBR request within the
180 day window refunds are legally required, the bank will initiate a refund. Based on which route the refund
was requested different banking requirements exists:
1. All IBA CBRs will be issued directly to the cardholder.
2. The preferred and most expedient way to request and receive an IBA CBR is to request it on-line in
CitiManager for amounts up to $5,000 and the payment will be made via ACH to the cardholder’s bank
account.
3. CBRs can also be requested by phone in the Interactive Voice Response (IVR) system for amounts up to
$5,000 or by talking to a live customer service representative for any amount.
4. All CBRs will be sent via ACH regardless of amount unless a paper check is specifically requested by talking to
a live customer service representative.
5. The requested amount cannot be a partial refund for anything under $5,000. For amounts over $5,000 it
can be disbursed in more than one payment.
6. CBRs requested by the cardholder or the APC shall be issued by Citi within ten (10) calendar days of receipt
of the request.
o Cardholder/APC initiated:
§ Day 1 = Before 1400 EST / Citi will send email notification to appropriate Service/Agency
representative.
§ Day 10 = Before 1499 EST / Citi will issue credit balance refund.
7. CBRs not requested by the cardholder or the APC/CPM shall be issued by Citi:
o Under $10,000 within 60 business days from the date the credit balance originally appeared on the account
o Over $10,000, within 180 calendar days from the date the credit balance originally appeared on the account

A thorough review will be completed before a CBR is issued to an individual cardholder having an outstanding
balance, outstanding authorization, and/or dispute(s). A CBR will also not be issued to a cardholder who has a
return mail indicator on their account or a balance of less than $1.01. This review will determine whether the
CBR is held in whole, in part or returned to the individual.

Note: The report indicating refunds issued against those credit balances is the “IBA/CBA Account Listing
with Credit Balances” report in the supplemental folders in the Reporting tool.

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Chapter 10. Delinquency Management

A primary responsibility of an APC is monitoring their hierarchy for delinquencies and notifying cardholders to
ensure delinquent balances are paid as soon as possible. Through the use of various tools and resources, APCs
can quickly and easily identify individuals that have not met the payment due date of their government travel
card. The same management controls for monitoring CBAs is applicable to APCs that are responsible for those
cards.

GTCC Regulations (Section 0413)

10.1 Overview
The following delinquency timeline applies to both IBAs and CBAs.
As a reminder, an IBA is the responsibility of the cardholder, whereas, the CBA is a DoD liability. This means the
cardholder is responsible for ALL charges that are billed to their travel card account and the government is
responsible for payment in full to the travel card vendor for any transactions that are billed to the CBA.

Day 1
Statement
Date

Pre-
Account
Suspension
Cancels - 121
Notification
Days Past
45 Days Past
Billing
Billing

APC notifies
Accounts
Supervisors
Suspends - 61
for accounts
Days Past
91 Days Past
Billing
Billing

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10.2 Delinquency Milestones
IBA Delinquency Milestones
CURRENT SUSPENDED CANCELLED/CLOSED CHARGE OFF
1 TO 60 Days * 61 to 125 Days* 126 to 210 Days* 211 Days*
Traveler files travel No new charges allowed Submitted for May charge off, and
voucher within 5 on card enrollment in Salary report to 3rd party for
working days after Offset (or cardholder collection
completion of travel may apply for Reduced
Payment Plan)

Receive Statement Late fee applied at day 75 Member may request a Could affect
travel advance if cardholder's credit
required to travel rating

Day 1 = The day after Additional late fees Receiving APC must Delinquency removed
the charges post to the applied at day 91 and transfer member into from HL
cardholder's statement each 30 days increment their HL regardless of
thereafter delinquency status

Past Due status at day Receiving APC must Effects Command's

31 transfer member into HL delinquency rate
regardless of delinquency

Day 45 = Pre- Effects Commands

suspension notification delinquency rate
reports available. APCs
notify cardholder and
the cardholder’s
Supervisor accounts
will suspend in 15 days
if payment not
received
Disputed/Fraudulent
transaction must be
reported within 60
days of when the
charge first appears on
a statement
* Days = days past billing statement date

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CBA Delinquency Milestones
CURRENT SUSPENDED CANCELLED/CLOSED CHARGE OFF
1 TO 60 Days * 61 to 125 Days* 126 to 210 Days* 211 Days*
Receive statement No new charges without PPA interest is being May charge off
CBA exception granted accrued until payment
by the travel card receipt
vendor

Day 1 - The day after PPA interest is being At 126 days and beyond Could affect ability to
charges post to the accrued until payment no further exceptions open new CBA
organization's statement receipt can/will be approved accounts

Past Due status at day Effects Command's Reinstatement of Delinquency removed

31 delinquency rate account upon payment from HL
in full and CPM approval

Prompt Pay Act (PPA) - At 61-90 days Cannot transfer to

Interest is incurred at exceptions must be another HL
day 31 approved by CPM/HL 2-
3

Pre-Suspension Reports At 91 -125 days

available and CBA exceptions must be
cardholder has 15 days approved by DTMO/HL 1
to make payment prior
to CBA Suspending.
Disputed/Fraudulent
transaction must be
researched and transfer
transactions submitted
promptly.

* Days = days past billing statement date

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10.3 Fees
The table below outlines fees that may be applied by (charged by) the travel card vendor:
Type of Fee Description of Fee
Non-Sufficient Funds (NSFs) Fee A NSF fee will be applied to a cardholder’s GTCC account when
a payment is returned by the cardholder’s financial institution
for insufficient funds. NSF fees are not reimbursable. An
account that has two (2) or more NSFs within a 12 month
period is subject to immediate cancellation by the travel card
vendor.
Reinstatement Fee The reinstatement fee is applicable when a previously cancelled
account is reinstated at the cardholder’s request. The
reinstatement fee is non-reimbursable.
Late Fee A late fee is applied at 75 days past billing and at every 30 day
increment/billing cycle thereafter until the past
due/delinquency amount is paid in full. A late fee may be
reimbursable if the late fee was charged as the result of a late
reimbursement to the traveler.
Salary Offset Fee A salary offset fee is applied to an account placed into a Salary
Offset and is non-reimbursable.
Reduced Payment Plan Fee The travel card vendor may offer a reduced payment plan for
which additional fees will be assessed and are non-
reimbursable.
ATM Withdrawal Fee An ATM administrative and service fee may be charged by the
travel card vendor and/or the ATM owner for each withdrawal.
Foreign Currency Conversion Fee For each purchase made in a foreign currency, the bank will
pass along all charges assessed by the bankcard associations.
The international transaction fee will appear as a separate
transaction on the billing statement.

GTCC Regulations (Section 041203)

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10.4 Delinquency Management Reports
APCs are required to provide delinquency management oversight of accounts within their hierarchy level and to
take appropriate actions, as needed, to ensure GTCC accounts are kept current with the travel card vendor.
Standard reporting templates are available in Citi’s Reporting module for reports identified as ‘mandatory’ and
those most frequently used.
The APC will use the following reports for IBAs and CBAs to assist them in easily identifying accounts that age by
delinquency timeframe (i.e., 31, 61, 91, 121 or more days past billing). APCs and account managers should use
these reports to aggressively work all delinquencies within their HL:
o Pre-Suspension Report
o Delinquency Report (this report can be run for IBA/CBA details) (use in conjunction with the aging analysis
report)
o DoD Travel IBA Aging Analysis and/or IBA Aging Analysis Summary
o DoD Travel CBA Aging Analysis
o Salary Offset Report

APCs will follow this path to log in to The Reporting Module:

Ø https://home.cards.citidirect.com / Web Tools /Reporting / Select IBA or CBA Travel (will depend on the
APCs access)

As these reports will be used frequently, the APC can establish subscriptions in the Reporting Module. When
a subscription is established, the report will run each time based on the parameters that were established within
the subscription. Email notification to the APC is also available for reminders that they have a report to
download from the Reporting Module history list. Directions on how to establish subscriptions in the Reporting
Module are available in the Learning Center in the Reporting – Standard Reporting Package User Guide.

Another report that APCs can use to assist with delinquency management is the Unsubmitted Voucher report
available in DTS. Cardholder accounts can become delinquent if travel vouchers are not submitted within 5
working days of travel completion and/or split disbursement is not used properly to send payments to the travel
card vendor. Also when TDY for more than 45 days, a traveler should be signed up for Scheduled Partial
Payments (SPP) in DTS. Most APCs do not have access to this report, but can request through their DTS Defense
Travel Administrator (DTA). APCs can also ask for their DTS DTA to grant them Organizational access in their DTS
profile to be able to run this report themselves.

GTCC Regulations (Section 0414)

10.5 Cardholder Payment Options

Collection efforts by the charge card vendor for past due balances can be coordinated directly with the
cardholder or through an intermediary such as DFAS. The earlier in the delinquency process that a cardholder
begins to work with the charge card vendor, the better. Some options are only available at certain points in the
delinquency process, so communication between the cardholder and the bank is critical even if no payments can
be made. Keep the lines of communication open.

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10.5.1 Reduced Payment Plan (RPP)
The Reduced Payment Plan is offered to cardholders who have not yet entered into salary offset to resolve their
delinquent account balance. The RPP allows for the cardholder and Citi to come to an agreement on a payment
plan for the outstanding balance over a defined time period as an alternative to salary offset. This is
coordinated directly between the cardholder and the charge card vendor.

10.5.2 Salary-Offset
Salary Offset may occur for the cardholder once their delinquent account has reached 126 days past billing.
Once this occurs, salary offset procedures will kick-in through a coordinated effort between DFAS and the charge
card vendor. If the cardholder is eligible, a set deduction from the cardholder’s wages will be applied
automatically each pay period until the outstanding balance has been paid in full, or the account is removed
from salary offset. Additional Fees applied to the cardholder once they are placed into this status are non-
reimbursable.

10.5.3 Charge-Off/3rd Party Collections

Once an account reaches 211 days past billing, the account qualifies to be charged off by the card vendor. The
charge card vendor has the option to refer the past due accounts to a 3rd party collection partner to resolve the
delinquent balance owed. Such 3rd party collection actions may reflect on the (former) cardholder’s credit
rating.

10.5.4 Payment Options available to the cardholder

§ Split disbursement (mandatory for all DoD cardholders)
§ Alternate payment options include:
© Online Payments – https://home.cards.citidirect.com – post within 48 hours
© Pay by Phone (free of charge): 800-200-7056 or 757-852-9075 (collect) – post within 48 hrs.
© Western Union/Quick Collect – post within 48 hours (Code Citi: Roman, SD)
© US Mail – post within 7 to 10 business days:
Citibank Government Card Services
PO Box 78025
Phoenix, AZ 85062-8025
© Express Mail Payments (FedEx, UPS or Airborne) – post within 48 hrs.:
Citibank Government Card Services
Attn: Payment Processing Center 78025
1820 E. Sky Harbor Circle South STE 150 Phoenix, AZ 85034
NOTE: Payments CANNOT be made at a Citibank branch
© The Citi Payment Option Guide is available online at:
§ https://www.citibank.com/tts/solutions/commercial-cards/assets/docs/govt/Payment-Options-
Guide.pdf
§ APCs will follow this path to access this document in CitiManager:
https://www.citibank.com/tts/sa/federal-government-program-administrators-guides-and-
forms/gsa.html Department of Defense Travel Program/ APC Guides/Payment Options Guide

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Chapter 11. Misuse

The General Services Administration (GSA) and DoD provide clear direction for the use of the GTCC. The GTCC is
only authorized for use during periods of official travel, and only for authorized travel expenses (per the Joint
Travel Regulations). The GTCC must not be used for personal expenses. Use of a travel charge card for other
than official federal government travel and travel related expenses is considered misuse or abuse. In most
instances, the Agency Program Coordinator (APC) is the first point of contact when misuse or abuse is suspected.

Instances of potential unauthorized personal use, misuse, abuse or fraud must be reported by the APC to the
cardholder’s supervisor and commander/director for action. Supervisors, commanders, or directors may take
administrative or disciplinary action depending upon the outcome of their investigation and the circumstances
of the unauthorized personal use, misuse, abuse or fraud. Account transaction activity must be monitored
regularly to identify possible personal use, misuse, abuse, and fraud. Additionally, when the cardholder
transfers to a new duty assignment, the losing activity APC is required to notify the gaining activity APC of any
personal use, misuse, abuse, or fraud for the transferring cardholder.

Military members who violate travel card policy and misuse the travel card are subject to prosecution under
Article 92 of the Uniform Code of Military Justice (UCMJ) for failure to obey a lawful order or regulations, as well
as any other applicable article of the UCMJ based on the nature of the misconduct involved.

DoD civilian employees who misuse or abuse the travel card may be subject to administrative or disciplinary
action up to, and including removal from Federal service.

Some examples of misuse uncovered by inspector general audits include using the GTCC to pay for:
o Adult entertainment
o Gambling
o Any expense for other than the cardholder, even when on official travel (with the exception of authorized
expenses for dependent travel as authorized in the JTR.)
o Excessive ATM cash withdrawals for amounts exceeding authorized meals and incidental expense amounts

The APC is the “first line of defense” against personal use, misuse, abuse, or fraud. The APC uses IntelliLink and
the information from a variety of management reports in the Reporting Module to monitor cardholder
transactions to identify training opportunities for cardholders. Additionally on no less than a monthly basis, the
APC reviews the findings in the Analytics Module in IntelliLink to identify activity that indicates potential
personal use, misuse, abuse, or fraud. If personal use, misuse, abuse, or fraud is suspected, the APC should:

1. Create a case in IntelliLink (if delegated permissions; otherwise proceed to step 2).
2. Contact the cardholder for verification. A template letter is provided in Annex 8 of the GTCC Regulations
to use as a guide for written correspondence.
3. Notify in writing the cardholder’s commander/supervisor of potential personal use, misuse, abuse, or
fraud and copy the CPM. Based on the nature and severity of the personal use, misuse, abuse, or fraud,
the cardholder’s supervisor/commander will determine and carry out the appropriate course of
action/discipline.
4. Follow up on and clear out any pending actions on open cases on no less than a monthly basis
5. Conduct a review of past transactions for cardholders when personal use, misuse, abuse, or fraud is
confirmed. Provide the results of the comprehensive review to the cardholder’s supervisor/commander.

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6. Monitor accounts with prior personal use, misuse, abuse, or fraud more closely than usual and report
any additional infractions to the commander/supervisor immediately.
7. Consider restricting cash and credit limits for cardholders with prior personal use, misuse, abuse or
fraud.
8. Verify employment status of cardholders identified with personal use, misuse, abuse, or fraud.
9. Place card accounts with past questionable activity in a “Closed Misuse” status up to 18 months during
non-travel periods or specifically set the “Card Active Start and End Dates” for known periods of travel.
10. Advise the gaining APC when a cardholder with prior personal use, misuse, abuse or fraud transfers out
of the hierarchy. It is recommended that a comment be made in the cardholder’s account in
CitiManager / Manage Users / Account Maintenance / Additional / Account Comments.

11.1 Visa IntelliLink

Visa® IntelliLink is a web-based modular application designed to provide sophisticated information services
including analytics and investigative reporting, misuse detection, program compliance, regulatory compliance,
spend management, and support for strategic sourcing. All CPMs and designated APCs are required to use the
IntelliLink rules, queries, and case management/disposition capabilities to review travel card activity on no less
than a monthly basis to identify potential misuse using the following procedures:
1. Review Analytics Module results.
2. Create cases for instances of potential misuse.
3. Follow up on and clear out any pending actions on open cases on no less than a monthly basis.
For additional information, guidance, and/or access to IntelliLink, contact your CPM or higher level APC.

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Chapter 12. Account Services

12.1 Upgrade
Restricted cardholders may request a new credit worthiness evaluation to potentially upgrade their account
from a restricted account to a standard account.
The cardholder must agree to a new credit score check and meet the minimum credit score to be upgraded to a
standard account. If the applicant has a FICO score of 660 or higher, they will be upgraded to the standard
account. If the applicant scores below 660, they will receive a written notification of the denial and continue to
have a restricted account.

12.2 Reinstatement of Cancelled Accounts

APCs and cardholders may request reinstatement of a cancelled account. Each has different parameters that
must be met in order for them to qualify for a reinstatement as outlined in the GTCC Regulations.

12.2.1 IBA Reinstatements

IBA accounts that have been cancelled due to delinquency may be eligible for reinstatement as a restricted
account. In order to be approved for reinstatement, cardholders must meet the following criteria:
§ A reinstatement application is required (online or manual process)
§ Cardholder must consent to a new credit score soft pull
§ A non-reimbursable reinstatement fee of $29 is required and will be billed upon reinstatement
§ The account balance must have been paid in full for a minimum of 60 days
§ There must be no payments returned for non-sufficient funds (NSF) for a minimum of 12 months
§ There must be no more than 3 NSF payments in the life of the account
§ The previous account balance was not charged off as bad debt
§ The account has not been previously reinstated. The IBA Reinstatement form can be accessed using the
following hyperlink: https://www.citibank.com/tts/solutions/commercial-cards/assets/docs/govt/IBA-
Reinstatement-Form.pdf

GTCC Regulations (Section 041306)

12.2.2 CBA Reinstatements

CBAs that have been cancelled due to delinquency may be eligible for reinstatement, per component policy. In
order to be approved for reinstatement, the CBA must meet the following criteria:
§ A reinstatement request is required and submitted through the CPM (including the following
information):
© Central Account Number (last 6 digits)
© Account Balance
© Last payment date/amount
© Justification for reinstatement
§ The account balance must have been paid in full
§ No more than two CBA reinstatement requests within a rolling 12 month period without DTMO review
and concurrence

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12.3 Exception Status for CBAs
When a CBA is nearing suspension (61 days past billing), CPMs may request the account be placed in an
exception status to allow for a temporary reprieve from suspension pending posting of a scheduled payment. A
payment must have been initiated with remittance expected shortly. No more than three exception requests
within a rolling 12 month period are permitted at the CPM level; requests beyond the third will require DTMO
approval. Approval of these requests is at the travel card vendor’s discretion. If approved, accounts are normally
placed in exception status for a period not to exceed 30 days. Canceled accounts do not qualify for a CBA
exception.
o The request must be submitted by the CPM with the following information:
§ Last (6) digits of CBA central account number
§ Date and amount of last payment
§ Balance due
§ Number of days past due
§ Reason for delinquency
§ Expected or actual submission date to DFAS (or other vendor pay)
§ Expected full reconciliation date
§ Expected payment day and payment amount and
§ Exception justification

12.3.1 Exception Requests for CBAs beyond the 3rd Request

The 4 additional elements of information below must be provided to your DMTO liaison when requesting an
exception from suspension for a CBA for the 4th or more time within a 12-month period; CPMs should continue
to send CBA exception requests to the Citi email address as you do today; however, when Citi determines they
have already received at least 3 previous exception requests for the account within the past 12 months, they will
return the request to the CPM for escalation to the DTMO. The request must then be submitted to the DTMO
by the CPMs next higher level leadership / management, rather than the CPM directly. Upon receipt, DTMO
will review the request and determine whether to forward to Citibank or return for additional information. Note
that Citibank, and not DTMO, will have the final word on whether to approve or deny the request.
1. If the account is delinquent due to DFAS or other vendor pay processing-delay, what communication
has been made with DFAS to resolve? Provide the DFAS POC and dates of each communication.
2. What business process improvements or other changes is the organization considering, or
implemented, to improve the timeliness of CBA reconciliation and payment to reduce/preclude such
delinquency going forward? Specifically, what if any improvements have been put in place since the
timeframe of the previous account exception requests?
3. Why travelers impacted by this exception could not be issued an individually billed account rather
than using this CBA?
4. What alternative methods of payment are available to the organization should this request for
exception be denied?

Important Note: If an exception is granted, it will be for no more than two weeks, during which time the
organization must strive to bring the account up to date, i.e., pay the delinquent balance. Additionally, the CPM
must provide their DTMO liaison with a status of the account within one week of approval.

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12.4 Renewals
All GTCCs (IBAs and CBAs) are issued with an expiration date, usually two to three years after issue. Renewal
cards will typically be sent at least 20 calendar days before card expiration of the existing card. Early renewal
can be requested if the cardholder will be on travel when the card is due to expire. APCs should use the EAS
Account Renewal Report monthly to identify those cardholders whose cards are due for renewal.
Cardholders (IBAs and CBAs) who are issued a new card with a new expiration date should immediately
(regardless of travel status):
o Verify Card Receipt – Follow sticker directions on the card for IBAs. APCs with CBA cards need to call the
number on the back of the card.
o Update DTS travel profile with new expiration date and/or card number
o Update DTS CBA profile with new expiration date/inform TMC of CBA changes

12.5 Lost/Stolen
Cardholders must promptly report a lost or stolen GTCC to Citi and notify their APC. The Citi Customer Service
Center is staffed 24 hours a day, seven days a week, every day of the year to accept calls from APCs and/or
cardholders reporting a lost or stolen card. A replacement card with a new account number/new expiration
date will be sent to the cardholder (this can be expedited especially for those that are on travel). Cards reported
as lost or stolen are immediately blocked from accepting additional charges. It is not up to the APC to require
the cardholder to fill out an affidavit. At the time the lost/stolen card is reported, the bank reviews the account
activity with the cardholder. If the cardholder identifies fraudulent charges, Citi opens a case for investigation.
The cardholder must remain vigilant in reviewing their statements and reporting any additional fraudulent
charges within 60 days of when they appear on their statement. The Citi Fraud Team may require an affidavit if
unauthorized charges are identified and are sufficiently questionable. For any additional assistance or questions
regarding lost/stolen accounts, APCs and Cardholders may contact the Fraud Department at 1-800-945-3114.

Citi Customer Service Center:

o 1-800-200-7056
o 1-757-852-9076 (Toll Free)

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Chapter 13. Additional Resources

APCs have various resources available to them that will support the APC community in managing their travel
card program.

13.1 Citi Customer Service and Support - Cardholders

Citi provides customer service dedicated to provide support 24 hours a day, 7 days a week and is specifically
available to assist cardholders. This number is designated for DoD customers only for which Citi customer
support representatives have been trained.
Cardholders may contact Citi Customer Support for assistance:
o 1-800-200-7056
o 1-757-852-9076 (Toll Free)

13.2 Client Account Specialist (CAS) Support - APCs

Citi’s Client Services line is dedicated directly for all APCs for any support that they require. Client services for
APCs are available Monday – Saturday from 7:00 am to 9:00 pm EST:
o 1-866-670-6462
o 1-757-853-2467
This information is also available on the DTMO website for reference at:
https://www.defensetravel.dod.mil/site/apc.cfm

13.3 CitiManager (Resources/Forms Links)

Additional resources are available to APCs within CitiManager including links to User Guides, Quick Reference
Guides, forms, applications, external websites such as the DoD Travel Card homepage, GSA SmartPay3 website,
GTCC Regulations, and so much more.
APCs will follow this path in CitiManager to access the links:
Ø https://home.cards.citidirect.com
§ Resources
§ Links/Help

13.4 Travel Assistance Center (TAC)

The DoD Travel Assistance Center (TAC) is staffed by well-trained customer service representatives whose sole
mission is to assist DoD personnel with travel-related questions and issues that cannot be resolved by other
intermediate support. The TAC is available 24/7/365, offering assistance with most commercial travel programs
to include the Defense Travel System (DTS), the Government Travel Charge Card, DoD Travel Policy, and Recruit
Assistance. The TAC may be contacted online, as well as by telephone:
Online: by initiating a help desk ticket via DTMO’s Travel Explore (TraX):
https://www.defensetravel.dod.mil/Passport/bin/Passport.html?CFID=25830267&CFTOKEN=99806407#
o Telephone: 1-888-435-7146

13.5 Additional websites

o DTMO website: https://www.defensetravel.dod.mil/index.cfm
o GSA website: https://www.gsa.gov/travel-resources
o DoD Components travel card websites:
o Army: https://www.asafm.army.mil/

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o Air Force: Link not currently available
o Marine Corps:
http://www.hqmc.marines.mil/pandr/Organization/Resources(RF)/FiscalDivision(RFD)/FinanceBranch(R
FF)/GTCCP.aspx
o Navy: https://www.navsup.navy.mil/ccpmd

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