Texas Express. Thank you for attending the 2012 Texas Program Users Conference! Transaction Services. November, 2012

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1 Transaction Services November, 2012 Texas Express Thank you for attending the 2012 Texas Program Users Conference! In this Issue Page 1 2 Thank you for attending the 2012 Texas Users Conference! We ve just concluded the second annual Texas Program Users Conference. And if customer feedback is any indication, it was an unqualified success! Many thanks to the hundreds of Program Administrators and other users of the Citi Commercial Card Program from Texas government entities who attended the Conference, which took place in Austin, Houston and Dallas. In an informal poll, the users we spoke to after the Conference praised the event as a great opportunity to participate in interactive and educational sessions and gain insights from some of Citi s most experienced professionals. (Those experts conducted specialized training in more than 20 different areas including cost allocation, audit reporting and account maintenance strategies for everyday program challenges such as new account applications, credit authorization and transaction review processing all of which helped make users jobs easier and more efficient.) Many attendees also said they appreciated the opportunity to learn about the Citi Commercial Card Program s management innovations and technologies that can help them do their jobs better. And nearly everyone mentioned the relationship-building benefits of the event, which enabled them to share ideas and best practices with other users and experts. You spoke, we listened It should come as no surprise that the 2012 Texas Program Users Conference was so well received. The agenda was based on user input. You said, for example, that you wanted a highly interactive opportunity to meet with your peer program administrators, to exchange experiences, ideas and solutions for managing your program. So the Conference consisted of open-forum round table discussions on topics you suggested. These discussions were followed by panel discussions to ensure that attendees gained the additional benefit of experiences of peer program administrators. (cont.) Page 3 Citi ranked as #1 U.S. Corporate Bank Card for the third year running! Page 3 4 Three Fast Questions (and Answers) About Disputes Page 4 5 Citi Training, in a Class by Itself Page 5 Go Paper-Free: Click a Mouse, Save a Tree

2 2 Citi Transaction Services Thank you for attending the 2012 Texas Program Users Conference! (cont.) In all, we are gratified that the three-city 2012 Texas Program Users Conference was such a success. And we are already planning ways to make the 2013 event even better and more valuable for you. AUSTIN Oct The Commons Learning Center at The University of Texas Burnett Road Austin, TX HOUSTON Oct Sheraton North Houston John F. Kennedy Boulevard Houston, TX Many thanks to the hundreds of Program Administrators and other users of the Citi Commercial Card Program from Texas government entities who attended the Conference, which took place in Austin, Houston and Dallas. DALLAS Oct Embassy Suites Outdoor World 2401 Bass Pro Drive Grapevine, TX 76051

3 Texas Express November Citi ranked as #1 U.S. Corporate Bank Card for the third year running! Every now and then, it s good to get positive reinforcement that you ve made wise choices. For State of Texas agencies using Citi s Commercial Card program, here s good news: For the third straight year, Citi was recently ranked the #1 U.S. corporate bank card issuer by The Nilson Report. The ranking, based on transaction volume, places Citi well ahead of its nearest competitors. With issuance capabilities in 100 countries and an extensive proprietary local currency network of 65 countries, Citi Commercial Cards has long been considered a preeminent commercial cards provider to organizations around the world. We are pleased to be recognized again as the largest U.S. corporate bank card issuer, said Julie Monaco, North America Region Head and Global Head of Banks, Public Sector and Marketing for Citi Transaction Services. We look forward to continuing to provide the innovative products and exceptional service that our clients have come to expect. As State of Texas agencies are well aware, Citi s Commercial Card programs enhance control and transparency, offering greater visibility into what and where organizations are spending. When combined with Citi s robust online reporting tools and fully integrated solution set, Citi Commercial Cards help our clients take program and report management to a higher level. We look forward to continuing to provide the innovative products and exceptional service that our clients have come to expect. Citi Commercial Cards products form the core of the expense management strategies for many organizations, making Citi a premier card issuer in terms of technology, innovation and volume. For more information regarding any of Citi s innovative global solutions, please visit citimanager.com. Three Fast Questions (and Answers) In this issue, we answer three questions we ve heard about disputes Q. How do I dispute a charge on my statement? A. Your first move is always to try to resolve the dispute directly with the merchant. If the merchant is unresponsive, you should contact Citi Customer Service to initiate a dispute. To ensure your dispute rights, be sure to contact us within 60 days of the statement date on which the transaction posted, even if the merchant is working on resolving the dispute. After 60 days, we may not be able to assist you. Before you pick up the phone, be sure you have all of the following information: Account Number the 16-digit credit card account the dispute relates to Cardholder name the name on the account Merchant name and location the business name of the merchant and the city and state in which they are located Transaction date the date the transaction posted on your statement Transaction amount and disputed amount you may have a transaction of $400, but are only disputing $150 of the total amount With that information in hand, call the Citi Customer Service Department at The agent will ask a series of questions to determine the best course of action. In most cases, the agent will mail you a Dispute Form, which you ll need to complete and mail or fax back to us. (Note: If you don t complete and promptly return the Dispute Form to Citi, your dispute will be delayed and potentially even closed in the merchant s favor.) If you wish, you can complete a Dispute Form without having to contact Customer Service. Simply download the Form from our website, complete and fax it to the Citi Dispute Department at or Be sure to complete the form accurately and legibly; if any information is missing, we ll send you a letter requesting that information, delaying resolution of the dispute. It s important that you respond to this request, even if it s to say you have no more information. If we don t receive a response, we may consider the dispute resolved. Q. How do I check the status of my dispute? A. To check on the status of a dispute or if you have questions, call Citi Customer Service at Merchants have up to 45 days to respond to the initial dispute. The merchant may request more information during that time, or may protest the dispute. It can take several months to fully resolve a dispute, and it may also go to arbitration with the association, MasterCard. During this time, you will not be charged the disputed amount.

4 4 Citi Transaction Services Three Fast Questions (and Answers) (cont.) Q. What if I disagree with the resolution of a dispute? A. If you disagree with the resolution of a dispute, you may contact Citi Customer Service for more information. If the problem is not resolved to your satisfaction, please contact your organization s Program Administrator, who will work with a Citi Client Service Officer. Please keep in mind that merchants have rights under the dispute regulations and may refute the details of the dispute. Note If you don t complete and promptly return the Dispute Form to Citi, your dispute will be delayed and potentially even closed in the merchant s favor. Citi Training, in a Class by Itself How can you be sure you re getting the most out of your Citi Commercial Cards? The answer: education, in the form of our Commercial Cards training program. From basic content for the beginner to more advanced content for experienced Program Administrators, Citi s training opportunities represent an important component of your relationship with us. We have an ongoing commitment to keep you apprised of the newest program features, technologies and best practices. (After all, when you succeed, we succeed.) The goal of Commercial Cards training is to instruct you and your team in the use of Citi s applications, so you can better: Streamline transaction, accounting, reporting and payment processes Allocate costs accurately Analyze, control and reduce purchasing and travel-related expenses Simplify procurement and supply-chain management Training is offered in all these Commercial Cards applications CitiManager Citibank Custom Reporting System Global Card Management System Eliminate paperwork and its administrative costs Monitor and improve compliance with your organizational policies Meet your training team Your Commercial Cards Training Team is composed of highly professional, experienced trainers, an Instructional Designer and a Business Analyst who schedules trainers, clients and facilities. We re committed to your success, and our goals are to help you enhance your skills, improve your effectiveness and share best practices to drive the success of your card program. We re particularly proud of the consistency and quality of our approach to training you and your team. We engage in ongoing effectiveness checks to ensure we re maintaining the highest level of professionalism and dependability. How Commercial Cards training works For maximum convenience and flexibility, Commercial Cards Training is delivered in many dynamic formats. Your team s needs and schedule determine the most suitable training option and platform. Training classes are designed for all skill levels, from beginners to the most advanced. Our overriding goal is to accommodate different education needs and learning styles, and our training staff works hard to ensure an effective presentation every time whether in person, written, recorded or web-based. CLASS is always in session Speaking of web-based instruction, Citi s CLASS (Commercial Cards Learning and Support System) is our learning management system and portal. It gives you access to training resources through a secure single sign-on hosted by CitiManager.

5 5 Citi Transaction Services Citi Training, in a Class by Itself (cont.) CLASS is as flexible and multifaceted as you need it to be. Depending on your team s schedule and needs, it can take the form of: E-Learning. Commercial Cards E-Learning tools reinforce learning by having both demo and interactive modes of operation. These tools are created via Adobe Captivate and are updated with system enhancements. User Guides. User Guides are the How to manual for the applications. You can access them in CLASS for all Citi Commercial Cards online tools. Webinars. You can register for future webinar training by topic. Instructor-led webinars are presented through LiveMeeting. Webinars can be recorded or prerecorded and posted to CLASS. On-site training. Initial on-site training is available once your card program is completely implemented. Training can be conducted at your site, or at a Citi training site in Washington, DC or Norfolk, VA. Video conferencing. Trainers can conduct video conference training sessions with Program Administrators, so your people can remain at their location. We maintain a toll-free dial-up connection to make this training a low-cost option. The Commercial Cards Program Training team provides you with a wide variety of training materials. In addition, CLASS offers transcripts and certificates to document completed training. How to request training Want training? Simply phone or your Citi Account Manager, who will get the ball rolling. Go Paper-Free: Click a Mouse, Save a Tree Everyone can play a role in helping protect the environment. And in some cases, all it takes is the click of a mouse. Case in point: switching to paper-free account statements. Receiving account statements electronically helps eliminate paper and is cost-free, fast and efficient. The fact is, you can access your statements online, anytime, from anywhere. Simply sign up for online statements through the CitiManager portal, Citi s proprietary Commercial Cards online management system. You ll instantly reduce the amount of paper you receive related to your Citi card account. That helps save trees and the environment from paper waste. When you sign up for online statements, you ll also be able to: View your statements online at the CitiManager portal, whenever you need to, within 48 hours from your statement date Receive optional and/or text message alerts when a statement is ready to view, eliminating the potential for delayed payments due to paper statements getting lost in the mail Pay bills online and receive optional and/or text message alerts to confirm when your payment was received by Citi Review Account Summary information, including recent, unbilled transactions Download monthly Card statements in PDF or Microsoft Excel format Contribute to your organization s sustainability program Access your card account details anywhere, anytime, via your computer and/or mobile device Here s how to do it You can sign up for online statements right now, by following a few simple steps: 1. Sign on to CitiManager. 2. On the Cardholder Home screen, click the Statement tab. 3. Click the Go Paperless sub-tab and agree to the Terms & Conditions. 4. Check the box indicating that you DO want to STOP receiving paper statements. Confirm your address, then click I Agree. 5. To continue the online statement setup, click Yes. When the confirmation page appears, click Cancel, and you re done! A commitment to sustainable business Paper-free account statements are just one example of Citi s company-wide sustainability initiatives to protect the natural environment on which we all depend. (Did you know that for the second straight year, Newsweek listed Citi as the #1 U.S. bank in its 2011 Green Rankings, honoring our contribution and performance to protecting the environment through our operations and business?) For more information about Citi s sustainability initiatives, please contact your Citi Account Manager.

6 Texas Express November Quick Reference Guide to Your Citi Support Team Here is a quick reference guide to Citi s Support Team for the State of Texas. (You might want to print this out and keep it handy.) For day-to-day card program management inquiries Client Account Specialists (CAS) Kaylen Woodard, Dustin Reed or Nicole Mays For password resets, building reports and web tool support This team of technical specialists is a resource for Program Administrators and Cardholders needing technical assistance with online tools, to include reporting and reallocation. Online/Web-based Tool Helpdesk , option 1 For ongoing strategic management Client Account Managers Call: , option 3 Text: Fax: sotx.comcards@citi.com Trish Stoker patricia.a.stoker@citi.com David Cox david.w.cox@citi.com Citi Transaction Services transactionservices.citi.com 2012 Citibank, N.A. All rights reserved. Citi and Arc Design is a registered service mark of Citigroup Inc GTS /12