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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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August 2023 by Cam B
Jia Wen (aka Carmen) is inept. I visited to add my partner as a co-signer to my account this week and we left with him and and he was issued a temporary debit card.
48 hours later she called us to say that she had collected the wrong paperwork and that she was putting a hold on my entire account INDEFINITELY. I called her back and she explained she needed additional paperwork for his address verification because the forms she collected weren’t able to be used. I submitted a lease for further proof of our address and she said that that should work and also confirmed receipt.
The next day my account was STILL suspended. We were without access to funds just days ahead of rent being due! We visited the branch in person and Carmen admitted she needed to call the landlord to verify and hadn’t done so yet. At this point she’s had the additional paperwork for 24hrs and hadn’t bothered to do her part. Finally at 5pm she called to let me know she unlocked the account.
By this point I’d removed my funds and auto payments were causing it to OVERDRAFT. I’ll be closing my account immediately due to the lack of empathy and attention to detail of this branch. A mere OUNCE of ownership over Carmen’s mistakes would’ve gone SO far but instead she refused to take responsibility for her carelessness and left my family and I vulnerable.
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August 2023 by Camille M
Jia Wen (aka Carmen) is inept. I visited to add my partner as a co-signer to my account this week and we left with him and and he was issued a temporary debit card.48 hours later she called us to say that she had collected the wrong paperwork and that she was putting a hold on my entire account INDEFINITELY. I called her back and she explained she needed additional paperwork for his address verification because the forms she collected weren’t able to be used. I submitted a lease for further proof of our address and she said that that should work and also confirmed receipt.The next day my account was STILL suspended. We were without access to funds just days ahead of rent being due! We visited the branch in person and Carmen admitted she needed to call the landlord to verify and hadn’t done so yet. At this point she’s had the additional paperwork for 24hrs and hadn’t bothered to do her part. Finally at 5pm she called to let me know she unlocked the account.By this point I’d removed my funds and auto payments were causing it to OVERDRAFT. I’ll be closing my account immediately due to the lack of empathy and attention to detail of this branch. A mere OUNCE of ownership over Carmen’s mistakes would’ve gone SO far but instead she refused to take responsibility for her carelessness and left my family and I vulnerable.
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July 2023 by Mark Pirie
After scheduling notary service 24 hours prior and explaining who and what was involved with the needs of the notary required, approximately one hour with the other party whose signature was also to be notarized enroute, I received a call from this branch telling me they would not fully perform the notary. The branch manager ended up calling me back and confirmed they would not honor my fully informed notary appointment made the day before and refused to get his boss involved, instead referring me to general customer service, and then hung up the phone on me. These two phone calls took about 35 minutes of my time. This type of service is so typical of Citibank since I opened my accounts close to three years ago. They do not see customers at all, and for this branch to do this when an employee on a recorded phone line was fully informed about my notary needs is so typical of this horrific customer service history I have received as their customer since day one.
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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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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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September 2022 by nik Garcia
Everyone is very polite and try to explain everything the best possible way.
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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 jason gomez
Pretty bad service rude costumer service its better to take your bussines to another bank thanks lord i didnt open any account … terrible employes
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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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October 2020 by 95060atl
Rude employees
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October 2020 by Evgeny Moldavskiy
Waked up one day and find out that my account closed. Bank can't explain why it's closed. All my direct deposit salary is frozen. I have no funds to pay the rent. Tried to reach supervisors in the call-center, immediate contact denied. Claim Guy who called me back said not my name, but somebody else's name as a refference. I guess all my personal data already on the darkweb somewhere in India. This is bank of the international mafia. Stay away, if you don't want to fund criminals.
