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April 2024 by Sen Zhao
Rude and unhelpful services.
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November 2022 by Iris Fung
I had so many unpleasant experience to this branch since this is the closest on from our house. I tried to open minor accounts for my kids. First time they ask for ID or passport and we didn't have it, so can not open the account. Then I went to Chase immediately at 4:30, we can open account with just the student ID. Couple of years later, we went to this citi bank branch again at 4:00 and they are hesitate if they can do it because we don't have an appointment and they are closing soon(still one hour to go!). Anyway this time we well prepared with two from of ID... They also asked for SSN and they said their system can not verify the SSN and they need the physical SSN card, So we can not open again :(. This branch's banker is very dump. I asked them to pay my credit card directly with checks and this lady deposit the check to my checking and from my checking transfer money to the credit card. If I want to do it this way I can just do it with my phone, why I need to come all the way to the bank? All these makes me give up on citi !
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October 2022 by Iris F.
I had so many unpleasant experiences with this branch since this is the closest to our house. I tried to open minor accounts for my kids. The first time they ask for ID or a passport and we didn't have it, so can not open the account. Then I went to Chase immediately at 4:30, we can open account with just the student ID. A couple of years later, we went to this citi bank branch again at 4:00 and they hesitate if they can do it because we don't have an appointment and they are closing soon(still one hour to go!). Anyway this time we well prepared with two form of ID... They also asked for SSN and they said their system can not verify the SSN and they need the physical SSN card, So we can not open it again :(. This branch's banker is very d**** I asked them to pay my credit card directly with checks and this lady deposit the check to my checking and from my checking transferred money to the credit card. If I want to do it this way I can just do it with my phone, why I need to come all the way to the bank? All these makes me give up on citi !
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August 2022 by LS
Avoid this branch, in particular their banker ALICIA FELIX.During my recent visit, Alicia spent more time talking about her personal life than actually providing any assistance.First, Alicia was unhelpful and inexperienced with resolving a simple checking/saving account issue. Instead of following Alicia’s advice, which would have taken weeks, I was able to workshop a solution in 15 mins following our appointment.MOST EGREGIOUSLY, Alicia has barred me from being approved for any credit cards for the foreseeable future. In an act of sheer incompetence, Alicia submitted an application on my behalf for a card that I do not qualify for. The application was almost immediately rejected, and this rejection on my record is now preventing me from being approved for other cards which I do qualify for. This has made my life much more difficult than it should be.TLDR; the service I received here was unacceptable, especially from banker ALICIA FELIX. I will NEVER be visiting this branch again. I urge you to NEVER make an appointment with ALICIA FELIX. Alicia will not only provide no help, but also make your financial status decline.
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September 2021 by Mark Y.
Met with Michael the branch manager to get a business credit line set up. Have had an almost impossible time getting him to reply to voicemail and emails. There seems to be a lack of client service focus at other locations of Citibank too. He referred me to another business banker that took almost a week to reach out to me. They do not seem to care about your time or effort. You could do better across the street.
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March 2021 by Kat Peters
Citi bank is making Costco members go to warehouse to cash reward checks! I just can't believe they are making us go to the warehouse to cash our reward checks!! We are in the middle of a pandemic, my god, what don't they understand? We are in lock-down for heaven's sake. I NEED that money!! I can't wait months to cash this check. This is money I earned!!!!! I will be NOT be using the Citibank card from now on. The CEOs at Citibank and Costco earn millions, they don't need every penny like I do. I work hard for the little bit I earn. THIS is WRONG!!!!!!!!!!!!
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February 2021 by Agnetta Cleland
Unhelpful staff with exceptionally poor communication skills
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January 2021 by Ramsey van der Meer
Tellers don't speak English
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December 2020 by Hattori Hanzo
If you open an account here expect unexpected monthly fees! They stole >100USD from my account by changing a policy without clear notification to me. Apparently, they can start charging monthly fees or increase them unbeknownst to clients.
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July 2020 by D V
Be aware of Citi- performed scams such as with USO/UWT funds - when they just decide “accelerate” it and investors are left with pennies on dollars of their investments. Citi is notorious for such schemes
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May 2020 by becky b.
Citi doesn't "CARE". Citibank personnel at this branch had no info re the PPP small business loans for its long term customers during the pandemic and kept telling them to come back later during the first round - till about the last day when the money had already run out. At that point it informed its customers to fill out the application online. The online application asks questions NOT asked by the downloadable application from SBA, specifically about total sales revenues per year. I had a question about that, so contacted the contact available online; their response was "Please reach out to your branch or your relationship manager for your question. Our department only process loans post submission and don't have answer to your question." So basically, they provide no customer service in-house, their application requires info not actually required by the gov to get the loan, and they can't answer questions about it and the branch refuses to help. I called my own bank and they would have bent over backwards to help. Because they care about their customers large and small and feel for people hurting during this crazy time. Citibank only apparently cares about getting large loans so they don't have to lift a pen. Unfortunately the person I was trying to help banks at Citibank. My question is WHY. Glad I DO NOT.
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March 2020 by Asma Javaid
Staff is very unfriendly, no customer service . Seems like no one works here except Julie, the only teller.
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March 2020 by Colin W.
I can't believe how unresponsive this branch of Citibank is. I have been a 30-40 year customer at the Mill Valley & Tiburon Branches where I get VIP service for being a loyal customer. Recently I moved to Palo Alto and went to this Camino Real Branch to get acquainted. I ask for the Citigold representative and was told by Michael Hill the manager that he was not there and will be sure to have him call me the next day to get acquainted. A week or more had gone by but no call. I called the manager, Michael Hill today (2020/03/07) and was told that he was at lunch and will call me back. To my surprise that Michael must have had a long long lunch, as neither he nor the Citigold guy called me. It is a good thing that I did not have any urgent banking business. Guess I am going to have to find another more responsive bank ! Very disappointed that this is how they treat a loyal long long time customer.
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September 2019 by Jenny L.
This is a TRUE experience, and I don't know where to complain my mortgage loan agent, Belinda Li. I know she works here at this branch and I hope her manager is able to see this and get it back to me ASAP. I hope Yelp would evaluate fairly of this review since I know she has pretty good reviews somewhere else. I started my Refi with Belinda at the beginning of August, where she promised the Refi will close in 30 - 40 days, and with a relatively low rate. However she and her assistant never reply in time to my case and kept asking the same documents again and again. Finally the loan was not closed on time (it's already 2 months) and she told me that the case cannot continue because she missed the 30 - 40 days window and I switched to a new job. At this time, Belinda called me with a very rude altitude: She says she only do purchase doesn't do Refi, are you f****** kidding me? Also she says I have to be responsible to the appraisal fee that I paid before hand, (which she would have to reimburse if the loan closes), because of my bad luck. Anyway, if you don't want someone who does a shitty job and provides rude service, please stay her away
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August 2019 by Adrienne B.
This review is based on the excellent service I received today from Elva Lee at the Palo Alto Citibank Branch. Recently, I visited the San Carlos location to have my checking account changed (I won't get into the specifics) but was told by the Branch Manager Sonny Kastilani that it could not be done without closing my account. It wasn't necessarily what he said but the condescending tone and smirk he had the whole time he was talking to me. He was extremely disrespectful and rude. I don't know how Citibank tolerates this behavior from any of their employees, let alone a person in charge who should be setting an example of how to treat customers. Elva took the time to look into my account - an account I've had with the bank dating back the 80s when it was opened with a now non-existent bank that was purchased by Citibank. She even called someone to find out exactly what could be done. The bottom line is she took the time to help me, got what I needed done, and is an extremely pleasant person. I was prepared to change banks after the service I received in San Carlos, but Elva changed my mind. She is a real asset to Citibank!
