CITGO Customer Service

FAQs

LOCATION EXPERIENCE

Location Experience FAQs

Why was my CITGO credit card denied at a location?

For prompt assistance, CITGO Rewards® Card cardholders should call 1-855-598-4879. CITGO Fleet card holders should call 1-866-926-5615.

Why is there such a price difference between CITGO locations in my area?

Locations are owned and operated by independent businessmen, so they determine their own prices. By federal law, CITGO cannot control or influence prices.

Who is responsible for the location’s operation (i.e., pumping equipment not working, posted price is different than the receipt, no receipt is available, dirty rest rooms, rude attendant)?

CITGO does not own or operate any of its branded locations. The owner and operator of that specific location is responsible for its operation and employees.

What is the CITGO relationship with locations selling CITGO gasoline?

CITGO is a gasoline supplier through a network of independent distributors. This network supplies company-operated locations, or it supplies its own independent dealer accounts.

Why should I feel comfortable choosing CITGO gas?

CITGO is committed to providing quality fuels to you. Because we take product quality seriously, we have adopted that commitment as a company standard. CITGO produces gasoline to strict standards and monitors the quality of our fuel throughout the distribution chain. We believe that you want a reliable, high-quality fuel at a reasonable cost to meet the performance needs of your engine. That is what we deliver in all grades of CITGO TriCLEAN® gasoline.

Do CITGO products contain ethanol or methanol?

CITGO does not use methanol in its gasoline. CITGO gasoline may contain ethanol, but primarily only in select areas where it’s the oxygenate of choice to meet federal regulations for reformulated gasoline. Regulations require that if a gasoline contains ethanol, that fact must be posted clearly on the retail dispenser. If you don’t see this or a similar posting, the gasoline shouldn't contain ethanol.

If I am purchasing an ethanol gasoline, what is the percentage of ethanol?

The percentage of ethanol (if any) may vary at individual locations. An ethanol gasoline can contain up to 10 percent ethanol. If you purchase ethanol gasoline where there is an ethanol posting, the location or marketer supplying the location should be able to tell you the exact percentage.

I believe I purchased bad gasoline. Who do I contact?

CITGO provides petroleum products that are quality-certified and delivered to branded marketers at terminals. Under a contract with CITGO, marketers (who are independent businessmen) purchase gasoline products from the terminals to resell to their accounts or to market through their company-operated locations. CITGO ensures that all products sold to marketers at the terminals meet rigid specifications. Once the product leaves the terminal, it becomes the marketer’s – and its carrier’s – responsibility to maintain the quality of the products. If you believe you purchased bad gasoline, please see the owner of the location where the purchase was made.

FUEL

Fuel FAQs

What is gasoline?

In general, gasoline is a complex mixture of many components, called hydrocarbons, which are refined from crude oil. These hydrocarbons are blended together to produce a fuel that’s used to power spark ignition, internal combustion engines. The recipe used for blending these hydrocarbons may vary from refinery to refinery. Finished gasolines, however, are required to meet certain specifications as defined by federal and state regulations and ASTM International.

What is ASTM?

Formerly known as the American Society for Testing and Materials, ASTM is one of the largest voluntary standards developing organizations in the world. The volunteer members represent producers, users, consumers, government, and academia from more than 140 countries. They develop technical documents that are the basis of manufacturing, management, procurement, codes and regulations for dozens of industry sectors including petroleum fuels.

Your gas meets ASTM International specifications. What does that mean for my car?

It means that our gasoline complies with rigorous standards developed through an independent industry organization whose focus is to ensure that products achieve what they are designed to do. Some of the best technical minds in the industry participate in ASTM International and influence the way that products are defined as fit for purpose.

For your car, it means that gasoline conforming to ASTM International standards, like CITGO TriCLEAN gasoline, should provide reliable service for your transportation needs. Gasoline that does not meet the ASTM standard could result in unsatisfactory performance.

What processes do you use in overseeing the fuel that ends up at my CITGO station?

CITGO owns and operates bulk storage facilities, also known as terminals, which receive and store fuel prior to its transport to gasoline stations. At these CITGO-controlled terminals, there are ongoing and established programs designed to monitor product quality. For example, our routine oversight includes checking fuels prior to distribution to gasoline stations to determine whether the fuel has changed in transit, possibly rendering it “unfit” or “unsuitable.” Any fuel not in compliance with our standards is isolated within our system. To further ensure product quality, samples of the products in storage are routinely collected and sent to the CITGO quality monitoring laboratory for testing and verification for compliance to standards. These test results are reviewed by fuels technical specialists who discontinue distribution of any product that does not comply with CITGO standards.

In addition to the terminals, CITGO has established programs to monitor product quality at all of our branded gasoline locations. The test results are reviewed by fuels technical specialists for compliance with applicable specifications. In the event that a gasoline does not comply, CITGO instructs the gasoline distributor to discontinue distribution of the fuel and take corrective action.

What about ethanol? What does it do to my engine and what does CITGO do to ensure that I get the best specifications on the ethanol in CITGO gas?

Gasoline containing ethanol in concentrations up to 10 percent has been determined by auto manufacturers to be a satisfactory fuel for most late model vehicles. CITGO recommends, however, that you consult your owner’s manual before using ethanol-blended fuel to ensure that your equipment is compatible with this type of fuel. Furthermore, vehicles operating on gasoline containing ethanol may experience a decrease in fuel economy due to the lower energy content of ethanol.

CITGO is a recognized leader for our efforts in ensuring the quality of ethanol used for blending with gasoline. CITGO earned that role through its continued focus on quality and, consequently, successfully led ASTM International to develop a new ethanol specification limit that ultimately provides additional protection for consumers. Subsequently, CITGO received an award from ASTM International for successfully moving this issue to completion. In addition, General Motors recognized CITGO for our commitment to quality fuels and the motoring public. That doesn’t happen every day! It is a reflection of our commitment to you.

What is meant by Octane?

The Antiknock Index, commonly referred to as Octane, is a measure of a gasoline’s ability to resist preignition, or engine knock. The Antiknock Index posted at the retail pump, such as 87 Octane, is the result of a formula which most closely depicts the average resistivity of the gasoline to engine knock. This average is displayed on the gasoline pump with a sticker showing (R+M)/2 Method.

The Research Octane Number, or R in the equation, is a measure of the gasoline’s ability to resist knock at low speed under relatively mild operating conditions, such as city type driving. The Motor Octane Number, or M in the equation, is a measure of the gasoline’s ability to resist knock at high speeds and under severe operating conditions, such as towing a boat or climbing steep hills. The average of these two numbers defines how well the gasoline will resist engine knock under most conditions.

What is engine knock?

Engine knock is a sharp metallic noise, sometimes referred to as engine clatter or pinging, caused by the pre-ignition of fuel as it’s compressed in the cylinder, milliseconds before the normal spark plug firing. This condition typically occurs during acceleration, such as merging into highway traffic, or under heavy load conditions, such as pulling a boat or travel trailer. Under knock conditions, a vehicle will experience a reduction in power output as well as reduced fuel economy.

What causes engine knock, and how can I prevent it?

Several factors can contribute to, or result in, engine knock. These factors include outdoor temperature extremes, altitude, humidity, operating under heavy engine loads, time elapsed between routine tune-ups, vehicle age, and manufacturing and engineering tolerances. The most common cause of engine knock is improper tuning of the engine, where the engine timing has deviated from the manufacturer’s design specifications. This problem is easily resolved through proper routine maintenance and tune-ups.

As a vehicle’s engine ages, the octane required to prevent knock may increase. This condition is referred to as Octane Requirement Increase, or ORI, and is the result of normal engine wear. In instances where you experience occasional or moderate knocking, your first line of defense is to try a higher octane gasoline to accommodate this Octane Requirement Increase of your engine. Severe knocking, which cannot be remedied by using a higher octane grade of gasoline, demands your authorized mechanic’s attention.

If I use the appropriate octane grade for my car, why do I also need a detergent additive?

Un-additized gasoline can leave harmful deposits in today’s fuel systems, which are technically advanced and highly sensitive to such deposits. Over time, as these deposits accumulate, a vehicle can develop drivability problems such as hesitation, loss of power, poor acceleration, rough idle or even stalling. CITGO’s gasoline detergent additive is formulated to help maintain your car’s engine at peak performance by preventing deposits from forming in critical areas.

Is your detergent additive available in all octane grades?

Yes. The benefits of our additive is provided to all of our customers, regardless of the octane grade you choose.

What is Reformulated Gasoline?

Reformulated gasoline (RFG) is gasoline blended to burn more cleanly than conventional gasoline and to reduce smog-forming and toxic pollutants in the air we breathe. The RFG program was mandated by Congress in the 1990 Clean Air Act amendments. The first phase of the RFG program began in 1995 and the second (current) phase began in 2000.

RFG is required in cities with high smog levels and is optional elsewhere. RFG is currently used in 17 states and the District of Columbia. About 30 percent of gasoline sold in the U.S. is reformulated.

The air quality benefits RFG has achieved represent a significant part of the country's smog reduction strategy. The RFG program, combined with other industrial and transportation controls aimed at smog reduction, is contributing to the long-term downward trend in U.S. smog levels. About 75 million people breathe cleaner air because of RFG.

Will Reformulated Gasoline work in my car?

Yes. In fact, all automobile manufacturers have approved Reformulated Gasoline for use in their vehicles.

How will using Reformulated Gasoline affect my car’s fuel economy?

Your gas mileage is more affected by driving habits and vehicle maintenance than from the use of RFG. You can expect similar fuel economies from both RFG and conventional gasoline grades blended with similar amounts of ethanol.

So, which gasoline octane grade should I use in my car?

Your first reference should be the vehicle Owner’s Manual. Each automobile manufacturer includes, in the Owner’s Manual, the recommended minimum octane for normal operation of the vehicle. As a general rule of thumb, however, use the octane grade which prevents your engine from knocking or pinging. CITGO provides three different octane grades of gasoline, complete with CITGO’s proprietary high performance detergent additive, to satisfy the needs of a wide range of vehicles and operating conditions.

TriCLEAN® TOP TIER™ FAQs

Are all grades of CITGO TriCLEAN® gasoline TOP TIER?

Yes. The TOP TIER designation identifies a standard of detergent additives, unrelated to octane levels. All three grades of TriCLEAN gasoline are TOP TIER gasoline.

Why did CITGO decide to seek TOP TIER designation for TriCLEAN® gasoline?

Independent research shows that quality fuel is important to you. And, while you’re already enjoying the benefits of TriCLEAN® gasoline, adding the TOP TIER designation helps further affirm that you’re making the best choice for your engine.

When did CITGO TriCLEAN® become a TOP TIER gasoline?

TriCLEAN® became a TOP TIER gasoline in May 2016.

What is TOP TIER gasoline?

TOP TIER gasoline is a stringent standard for gasoline detergent additive  erformance set forth by eight of the world’s top automakers. It surpasses the existing standards set forth by the EPA. Learn more by visiting toptiergas.com.

What is TriCLEAN® gasoline?

TriCLEAN® gasoline is an enhanced, custom-blended fuel that includes more nitrogen cleaning agents to keep vital engine parts clean for a smoother running engine that maximizes mileage and minimizes emissions. TriCLEAN® gasoline:

  • Meets or exceeds Environmental Protection Agency (EPA) requirements.
  • Helps maintain intake valve cleanliness to avoid hesitation and poor drivability.
  • Helps maintain fuel injector cleanliness to avoid rough idle, poor drivability, loss of power and increased emissions.
  • Helps prevent performance-robbing valve deposits as compared to inferior gasoline.
  • Contains more nitrogen cleaning agents.
  • Maximizes mileage while minimizing exhaust emissions.

The performance TriCLEAN® gasoline provides is consistent at any location.

PAYMENT CARD FAQS

Applying For a CITGO Rewards Card

What types of payment cards does CITGO offer?

CITGO offers both personal and business payment cards to meet your needs. The CITGO Rewards Card is a credit card for the typical consumer looking to save. The CITGO Check Card is a non-credit option that connects to your personal bank account and works just like a debit card. And the CITGO Gift Card is suited for people who want the ease and freedom of cash in one card.

Business cards such as CITGO Fleet, CITGO Fleet Select, and CITGO Fleet Universal work well if you operate a fleet of vehicles.

What are the qualifications to be approved for a CITGO card?

To apply for a CITGO credit card, you must be a U.S. resident and 18 years or older. You must also have approved credit history and income verification. To apply for a CITGO Check Card, you must have a U.S. checking account, a driver’s license and an email address.

How do I apply for a credit card?

Once you have determined what card fits your needs, select the apply button online, complete the requested information and submit your application, or pick up an application at any CITGO location.

What will my credit limit be?

Your credit limit will be based upon your yearly income and credit report score. This limit will be noted on your credit card welcome kit as well as on your monthly statements.

When will I know if I am approved?

You may receive an instant response or we will notify you by U.S. Mail within 30 days regarding the status of your account, or you may call for application status.

Using Your CITGO Rewards Card

Where can I use my CITGO credit card?

Your CITGO credit card is valid at any CITGO-branded location, so look for the sign or visit our location finder to find the location nearest you or to help plan your next trip.

Can I use my card to pay at the pump?

Yes, this convenience is available at most of our CITGO-branded locations.

Can additional users be added to my account?

Yes. You'll find card-specific customer service phone numbers here, or you can call the number found on the back of your card to request additional cards.

Is my account revolving or non-revolving?

The CITGO personal accounts are revolving, which allows you the flexibility to pay the full amount each month. The CITGO business accounts are non-revolving and must be paid off at the end of each term.

Managing Your Rewards Account

How can I pay my credit card bill?

Payments may be made online, by mail or by phone. Please note that payments made by phone will incur an additional fee.

How do I manage my account online?

Follow this link - Manage Your Account Online From here, you will be prompted to sign on or register your card to get a user ID and password.

Is there a fee for managing my account online?

Online account management is a free benefit provided by CITGO.

Are there any late payment fees?

Yes. Late fees will be assessed for each billing cycle that you fail to make the required payment or that the payment is late. These late fees are described in detail under the Terms and Conditions that accompany the application and in the Card Agreement you will receive with your card.

What services are available via the online credit card management system?

Below are some of the services available to you:
* Review current and past statements
* Schedule payments
* Submit questions and requests
* Update your account profile
* Download reports

How can I reach a Customer Service Representative to assist with my account?

Click here to find the customer service number for your card. A customer service number is also printed on the back of your card.

CITGO Gift Card

Where can I purchase a CITGO Gift Card?

You can buy CITGO Gift Cards at any participating CITGO location. Click here to find the one nearest you.

Where can I use my Gift Card?

Use your CITGO Gift Card at more than 5,000 CITGO locations in 29 states and the District of Columbia.

Can I recharge my Gift Card?

Yes. Your Gift Card can be recharged up to 999 times or until the magnetic strip wears out, whichever comes first, at any participating CITGO location. The value must be set in whole dollar increments from $5 to $300.

How do I check the balance on my Gift Card?

Check the available Gift Card balance on your purchase receipt or call 1-800-533-3421.

What happens if my Gift Card is lost or stolen?

CITGO Gift Cards are just like cash. They cannot be replaced if lost or stolen.

FLEET CARD

Fleet Card FAQs

How long does it take to get my CITGO Fleet fuel cards if I sign up today?

Approximately 20% of accounts receive their cards in fewer than 7 days. The remaining accounts typically receive their cards in 7-10 days. Cards can also be shipped via overnight delivery at the customer's request and expense.

On an existing account, how long does it take to get cards, new or replacement?

Cards are shipped via regular mail on the business day following the first business day after they were ordered. Other forms of shipping are available at the customer's request and expense.

How do I know which CITGO Fleet card program is right for me?

No matter how many vehicles your company fuels, CITGO Fleet has the right card program that can make life easier for you and your drivers. Visit the Compare Cards site to pick the CITGO Fleet card that will work best for you and your business needs.

Are there fuel rebates associated with the CITGO Fleet cards?

Yes, save up to 5¢ per gallon* every day at CITGO locations with the CITGO Fleet Select and CITGO Fleet Universal card programs. Every penny counts and the more you fuel with CITGO the more you can save. *Rebates start at 500 gallons per month and are subject to change at any time without prior notice.

Whom do I call if I have a problem or question?

CITGO Fleet Customer Care is available 24 hours a day at 866-926-5615.

Can I find out the current balance or available credit on my CITGO Fleet accounts?

The authorized fleet contact may call us or log on to the Fleet Manager Online website. If you do not have a password for login, enroll here as a new user. You can also view an online tutorial for using our online account management system.

When are payments credited to my account?

Between 8 AM and 5 PM EST, Monday through Friday. Payments received after this time will be credited the next business day, in the order they are received.

Who can make changes to my account?

Your fleet staff that are listed on the account as the authorized person. To change authorized personnel, contact us by phone at 866-926-5615.

How secure is my account?

Only an authorized person on the account will be allowed to make changes. They must give two forms of security information to make changes. The security information is taken by the consultant at the time the account is set up. Upon or during set up of your account, you can choose a password for use on our website. Our website has state-of-the-art encryption. Be assured that your online activity is secure.

How do I delete or add new cards to my account?

Authorized person on the account will be allowed to make changes through the Fleet Manager Online website or calling Customer Care at 866-926-5615.

What kind of Reporting does CITGO Fleet offer?

Our easy-to-read monthly reporting details all of your transactions. View detailed information at the driver and vehicle level. Administrative and fiscal reporting time is reduced with our month-to-date and year-to-date reports. View a sample reports here.

How do fuel rebates get applied to my CITGO Fleet Select or CITGO Fleet Universal account?

Rebates are not applied at the time of purchase but will appear as an account credit on the same billing statement with your monthly purchase.

What kind of Online Account Management does CITGO Fleet offer?

Our Online Account Management system is an easy method of activating cards, obtaining reports, or just checking your account. Use the free service to do the following: Update driver information such as driver ID numbers, download daily and weekly activity reports. You can also review outstanding invoices or payments that have been posted to your account, produce reports by date and reports by drivers and pay invoices online.

SUPPLIER INFORMATION

Supplier Information - FAQs

Why should I register?

CITGO has implemented a new supplier Web-based registration process. Online registration and approval are required to be considered as a CITGO supplier. Company profiles will be stored in a database for easy access by authorized personnel at all locations.

Do I need to register if I am a current supplier?

Yes. Current suppliers are required to register and be approved through the new Web-based registration process.

What is the new CITGO registration process?

The new registration process is designed to facilitate a streamlined and consistent process of registering and receiving approval to become an approved registered CITGO supplier. It allows for your company profile to be stored in a database for easy access by authorized personnel at all CITGO locations. The new process allows for all applications to be reviewed for approval in a timely manner. It allows for suppliers to easily update their company profile information.

What is the new CITGO registration process if I am a material supplier?

CITGO is implementing a new Web-based registration and on-line approval process. Approval will be for all CITGO locations. Your company profile is stored in a database for easy access by authorized personnel at all locations.

What is the new CITGO registration process if I am a service provider or provide both materials and services?

CITGO is implementing a new registration and approval process which involves a Web-based application, third party verification, if applicable, (including a review of insurance, health, security and safety requirements) and online approval. Approval is for all CITGO locations. Your business profile will be stored in a database for easy access by authorized personnel at all locations.

What is a material supplier?

A material supplier is one who will provide goods to a CITGO business unit. A material supplier is considered to be a business that will NOT perform services inside a CITGO business unit.

What is a service provider?

There are two types of service providers: professional and field service providers. A professional service provider is one who will be working at a CITGO business unit. Examples of professional service would be consulting and engineering firms. (Additional information may be required based on the CITGO site requirements.) A field service provider is one that will provide hands-on work at a CITGO refinery or any other CITGO process area.

What is the benefit of being certified as a Supplier Diversity participant?

Increased opportunity to do business with CITGO on an equal basis, as we actively seek to increase the amount of business with certified supplier diversity businesses. Being certified with approved organizations allows diverse suppliers to be identified as such, which ensures greater potential to be used by companies with active initiatives targeting diverse businesses.

I have just submitted my application, what is the next step?

You will be able to access the status of your application through ISNetworld throughout the process.

Am I able to change a material/service category that I originally selected?

Yes.

How often do I need to update my information in the registration?

If any of your business information changes from what was originally submitted, you will need to update the registration so that CITGO has the most current information.

Who has access to my information?

Only authorized personnel will have access to your information. CITGO takes steps to protect the confidentiality of your information.

If I have questions or issues, who do I contact?

Please e-mail suppreg@citgo.com.

If my application is approved, am I guaranteed business with CITGO?

An approved registration with the CITGO Supplier Database qualifies your business for consideration on an equal basis in future business opportunities. It does not guarantee that your company will be awarded business with CITGO. To be awarded CITGO business, as with any supplier, minority- and woman-owned suppliers must meet CITGO standard qualification requirements, including technical, operational and safety standards.

Why does CITGO differentiate between material and service providers?

There are different registration requirements for materials and services. Service providers require additional verification, which includes a review of insurance, health, security and safety information.

What types of businesses qualify for the Supplier Diversity Initiative?

Those businesses that are certified by an approved agency as 51% owned, managed and controlled by a minority and/or woman (women) who are U.S. citizens.