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July 2023 by Sarah T.
Long wait times for simple tasks, no sense of urgency at all, only 2 people working at the teller with a long line of people waiting.
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April 2023 by Justin W.
I really hate to name names, but this bank has good staffs and a bad branch managers. When I wire transferred my money from another institute to here only because this bank is closest to my mom's house. And it's her birthday. I have to went through phone calls after phone calls to get the bank to agree that the transfer was complete and I have enough funds in my account. To my surprise, the bank doesn't have enough cash to cover a $60K withdrawal. According to CitiGold card representative that the bank manager needs to initiate the cash infusion. This really ticked me off because bank branch manager said she needed to get IRT approval(Citi internal group that tracks money flow), but the CitiGold said the money was good to go. After venting my frustration, the branch manager finally contacted another Citibank to see if they have enough cash for me to withdraw. Before she sent me over there, I was allowed to withdraw 10 grands. This whole experience was very bizarre as if I was in some 3rd world countries. You can't touch your own money unless you make an withdrawal appointment first. Now I understand why some people keep their money underneath the mattress. Sad thing is I actually opened an business account here 8 years ago. I just don't understand how this place degrades to this low level.
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December 2022 by Tam T.
Ba experience in all branches, horrible policies, unorganized . Withdraw all and never be back.
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May 2022 by Yesenia M.
This place is disrespectful, insufficient, and racist towards certain people of color. I give this place ZERO stars and do not recommend
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November 2021 by Bob Tran
I have been here a few times and sometimes cannot get cash. Long drive for nothing. Another Citibank after hours don't have cash in their ATM.
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November 2021 by Tiana A.
Worst customer service. They had 2 tellers at 1 window helping 1 customer at a time. And about 6 other bankers just standing around asking how they can help just to tell us we have to wait in line. Terrible.
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April 2021 by Minh V.
WARNING: CITYBANK HOLD OUR MONEY HOSTAGE!!! We opened a joint bank account back in January. Online experience was terrible; they wouldn't let us link our banks to transfer fund. Tried a few times with both logging on our banks through their site and with manual account/routing number. Then the web-form decided to stall out and wouldn't let us resume. Frustrated so we called and the phone rep said there was nothing that could be done since no account number shown up in the back-end; that we must wait for package to arrive in the mail - lesson learned: always open a new account in person. A week went by and nothing, so we decided to come into this branch to close out the account due to the sucky experience. While waiting in line, we had a change of heart. We reasoned that (a) we had gone through the hassles and (b) all big banks probably suck similarly. Oh boy were we wrong! Sunk cost fallacy in full effect! The rep helped us linked my gf's personal Citybank account to our joint account. She helped us order a new checkbook to/with the right address and waved the fee; the original one defaulted to our current address which was not accurate since we were moving (it never asked nor confirmed what address we wanted on the checkbook!) Everything appeared to be OK at this point, or so we thought! We started transferring money into the joint account to pay for our house remodel which was near done. Money went in fine, but we had no clue then that they had placed our joint account on identity theft/fraud hold. I said no clue because they did NOT notify us whatsoever. We were in for a RUDE AWAKENING! When our remodel had finished, we wrote a check from the joint account to our contractor on Thursday night. He tried to deposit the next day in the afternoon and got a warning that there were issues with the check. I checked our account and there wasn't anything wrong with it and told him so. He tried next morning (Saturday) and got the same warning. Needless to say we were beyond upset, frustrated, and embarrassed At this point we had not a clues why this happened, but we didn't care anymore. My gf went to transfer all the money out from the joint to her personal account, so we that could write a check from there instead. But amid the frustrations and confusion, she mistakenly transferred from her personal to the join account instead of the other way around. And it wouldn't let her transfer it back (mind you her personal account was also Citybank) CODE RED: We dropped everything and went to this branch to sort this out. The rep, Phuong, told us that upon reviewing our account there was an identity theft/fraud hold. Neither she nor we had any idea that was the case. She then tried to call the fraud department but told us they were close on the weekend. And that no one can lift the hold besides the fraud dept, "not even a director", and that there was no one here that could help us further. I reiterated the ridiculousness of the situation: that the same money that my gf mistakenly transferred to from her personal linked Citybank, now couldn't be transferred back out to where it came from. She confirmed money could flow IN but not OUT! She was positive that there was absolutely no other way to unfuck this situation. Our money was tied up and held hostage. She gave us the number for the fraud dept and told us to call on Monday. We called from the parking lot since we couldn't buy how unbelievable the ordeal was and wanted to confirm ourselves. Someone picked up and didn't say anything about fraud dept. not working on the weekend and offer to transfer us over. We thought we got lucky and that the branch lady didn't want to deal with us seeing how upset we were. That belief didn't last long since it rang for a while and the phone rep said she would do a hard transfer instead of waiting on the line with us and gave us the number to call our self should we get disconnected. Well, it rang on forever before we decided that no one was going to pick up. So more things wrong here: th
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February 2021 by Shwu Fei T.
Their mortgage service is awesome! They can close the loan in a very short period based on my two time mortgage purchase experience. However for the branch service, before COVID they were awesome. The banker are friendly, knowledgeable. During COVID, they have an appointment system where you can make your appointment and meet up with banker. First time, we made our appointment and they automatically select the banker for us. We arrived on time (or even earlier) they let the client who do not have appointment to enter to meet another banker. When we said we have appointment but the lady said it is not the banker we have apportionment with. What? We did not choose the banker. So base on experience, appointment doesn't help us to speed up the service. Second time we went there without appointment, we wait for an hour, when it is our turn, the lady let another guy who just came in to the available banker. I told the lady we are here first and she said she has appointment. I saw the name of the banker, it is not even available in the system for the client to select, so I am sure she just puts her to whatever available banker. We are kind of frustrated. Well the teller and banker are nice maybe the system has to improve a bit. So minus two stars for this review.
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February 2021 by Stephanie W.
This bank is useless. My mother died of kidney failure. at least a year before her death she put me on her citibank accounts to make sure I had access and could pay for her funeral. For more than 3 weeks this bank has limited my access to the account. I have answered every verification question asked. I could answer them all day. I took in my id, my mother's id, even the original forms she used to add me to the account. The bank says they can't verify who I am. I have been on the phone with them for over 3 weeks for over 12 hours. Yes, my phone records can prove this. They wanted me to fly from my home in Portland Oregon to California to call them on my mother's landline phone number. As I write this I'm back on hold from being hung-up on by citibank. Now I have her death certificate in hand, I'm making flight arrangements to go down to the same branch that she opened the account to close it. I WILL NEVER DO BUSINESS WITH THIS BANK AGAIN. They should spell the bank name with 'sh'.
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December 2020 by Mazin K.
Worst Bank in the World, no the Universe! I opened a CD account, had to call ten times to close it, so it does not auto-renew. Most Incompetent customer service I have ever dealt with.
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December 2020 by Dj M.
This bank is terrible. Sat at banker help chairs waiting for help for over 30 minutes to be told the person that can help me was on break another 20 minutes,maybe. Won't be going back there, and if the next one I try doesn't give me prompt service, I will be banking with someone else.
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July 2020 by Anita J.
This is suck big bank with good size of office . Only one work is actually working , and the line is super long . It make no sense .
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June 2020 by Alan C.
Made an appointment online to open an account at this location with a banker. Arrived to an empty office with no one there. Apparently they had closed early and no one bothered to inform us that they closed. Irresponsible to say the least.
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June 2020 by Mike C.
CLOSED even though their supposed to be open 10am until 1pm on Saturdays. Called the branch on Warm Springs and they're closed too. Now waiting in a LONG line at the branch on Alum Rock. TERRIBLE customer service!