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January 2024 by Shameika M.
I have banked with Citi bank before it was Citi Bank. ONLY at this branch am I likely to be devalued not just as a customer but a person. Jay/Phuong Hoang from the moment he was forced to interact with me was egregiously horrible! I had to force him to even say hello. I said hello how are you? He said "you can sit here". It was brought to my attention speaking to a banker that an account that was suppose to be closed in 10/21 was NEVER closed. And each month they subtracted a fee. I was unaware because I never received statements on this account and I had removed it from my app. Jay/Phuong Hoang was so concerned that I was focused on the fee refund that he never addressed or offered to fix or address the actual issue! He was horrible.
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May 2023 by yen h.
0 Points. If I can give them. Make you wait forever. I don't have the same situation in any other bank.
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December 2022 by Kari H.
I went in to the branch over 2 weeks ago. Both my parents have disabilities so I have Power of Attorney and need to add myself to their account. First, I went with my mom to have Citibank send her a new card in the mail. It's been over 2 weeks and she hasn't gotten it. The teller said it would be overnighted.Secondly, Carmen is terrible. She told me to send her POA paperwork via email. I sent that to her over 2 weeks ago and she hasn't responded. I've called her and emailed her multiple times. It shouldn't be this hard to get what my parents need! They have no access to their accounts right now and it's incredibly frustrating!!!!
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December 2022 by Kari L.
I went in to the branch over 2 weeks ago. Both my parents have disabilities so I have Power of Attorney and need to add myself to their account. First, I went with my mom to have Citibank send her a new card in the mail. It's been over 2 weeks and she hasn't gotten it. The teller said it would be overnighted. Secondly, Carmen is terrible. She told me to send her POA paperwork via email. I sent that to her over 2 weeks ago and she hasn't responded. I've called her and emailed her multiple times. It shouldn't be this hard to get what my parents need! They have no access to their accounts right now and it's incredibly frustrating!!!!
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November 2022 by C H.
Worst customer service ever. The bankers will walk out to take lunch while customers are waiting to be helped. This is not the first time it has happened. Take your business elsewhere
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August 2022 by Aimee T.
Sherry in the teller line helped me complete a balance transfer. Despite not doing balance transfers in branch, she went the extra 10 miles when i told her i had tried to do this at home twice before and it gave me an error message. She called credit cards for me & when the error persisted she called technical support. She must have helped me for at least an hour! I'm so grateful for sherry & her patience at it was a huge financial relief for me! Thank you sherry for taking such sweet care of me!
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December 2021 by Reuben F.
I had a costco citi bank credit card my credit score dropped and citi bank close my account but I still has to pay off the balance. I was paying in the citi app and got it down to $80.00 and citi bank blocked and close down the app so I could not make a payment on line. I went to citi bank here in castro valley for help. The teller said that I need to pay by money order but did not say where to send it. I now owe $115.
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October 2021 by James H.
Remind me never to bank with Citibank. I'm in line to cash a check from someone who banks at Citibank. It was a birthday gift. They tell me that there are only 3 banks in the area that are capable of cashing checks to someone who doesn't have a Citibank account. And they aren't one of them. Why is that? You are a brick and mortar location pretending to be a full service bank. But you're lying to the public.
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September 2021 by Henry D.
Kind of disappointed in the customer service here at this bank. Not from the tellers but from the lady at her office seat just being rude and talking loud and annoyingly. Making a few of us in there wanting to leave. I didn't want to take pictures in the bank. But I now know why it is better to call customer service, and the reason why is because not only are they friendlier but the calls are recorded. But in person at the bank, those conversations or hearing the lady how she was wasn't recorded. But I guess that's what Yelp is for. I recommend calling the number behind your card for anything, but if you have to go inside to cash a check or deposit money then you are in and out.
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September 2020 by Chad B.
I couldn't be more disappointed with my Mortgage experience with Citibank. Everything started to go bad when they switched the servicing of the loan to Cenlar. Erroneous 1098's processed and never sent by Cenlar. No less than 5 one hour phone calls later - I finally just went to my online portal to get the information that miraculously appeared after never receiving the revised 1098 by fax, mail or email despite 5 request and confirmations. I also had severe hail damage to my home which required me to get Cenlar's "approval" before being able to cash any of the insurance checks. This time no less than 15 one hour phone calls and never once being able to speak to anyone that could actually give an answer other than what was in the script. They refuse to EMAIL documents and only work thru FAX (yes despite it being 2020) and US postal service. So much for being a Citibank Gold customer - it appears their outsourced provider doesn't care about customer service.
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September 2020 by Nancy S.
Never, ever consider getting a mortgage or HELOC from Citibank. They transfer the servicing over to their company CENLAR and they are absolutely horrible to deal with. Their statements are difficult to understand and I found numerous errors with absolutely no responsible customer service. Their phone service (even pre-COVID) has you running in circles and their "Corporate" response, promised within 24 hours, was non-existent until I filed a complaint with the Office of the Comptroller. Even though Citibank retains the Note, there is no help to be found within Citibank, even at their Corporate NY office. It was so stressful with the errors compounding so I had to refinance just to stop the problems; almost six months after the payoff, my Reconveyance still is not processed and I have claims filed against them. Blanca Hernandez is a 5-star for banking/financial needs but please heed my warning about their mortgage equity loans.
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February 2019 by Charles F.
Positives: came on a Saturday around noon and spoke with Angela who happened to be a branch manager there! My mom & I had account login issues (because Citibank locks customers out of their accounts after account linking issues). Fortunately, despite it taking awhile, she skillfully helped us through the entire process - even helping my mom with the gift card questions for her Citi premier card reward pts. Incredibly helpful with her 21 years of experience. Just the best customer service I've probably had this year. Negatives: difficult to find parking.
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August 2018 by Vanessa B.
My fave Citibank place in all the east Bay Area. By far the best, nice people, super professional and friendly. Highly recommend it.
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July 2018 by Larry F.
I have been with Citibank for 11 years and I am very happy with the service they have gone out of their way to service out family thank you Citibank and all the employees
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November 2017 by Susan P.
I was treated like a criminal for trying to cash a check issued by Citibank by my employer. Go to Patelco if you want to be treated like a customer. FYI Connie you should not work with customers. You enjoy being difficult too much.