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October 2023 by Claudia R.
Excellent customer service. Annie Hung was very polite and helpful. But it was Donald Hamilton who persisted for as long as it took to solve a serious problem I had with my account. I can't thank and commend him enough. Five star experience!
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May 2023 by Wei Y.
Annie Hung is an excellent. She did greaat service for us. I will give her 5 stars
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March 2023 by Cindy D.
This is by far the worst bank I've encountered. My Dad and I came to the Citibank Rockville Pike branch for assistance on a joint account he holds with my Mom. My Mom is in hospice and can't move or speak. Citibank alerted us a fraud incident may have occurred and we verified that it was indeed fraud. Because this branch specializes in dealing with non-English speaking Chinese, my Dad wanted to go there so he can understand what will happen to the account. I relayed the situation to the bank representative Annie Hung, who was unsympathetic, would not listen and just wanted to brush us off. She told us without my mom's physical presence they would not freeze or cancel her debit card. Mind you we are not asking to close the account, we just wanted to freeze or cancel her card because the information is stolen by fraudsters. I asked what can they do instead because the fraudsters now have the ability to wipe out the entire account balance. Ms Hung coldly replied "yes that's a possibility but no we will not do anything because our policy is we need her here or you provide a death certificate." When I reiterated my Mom's medical situation and that the card has a known fraud occurred, one that was flagged by Citibank itself, that standard procedure by all banking institution would be at least freeze the card. Ms Hung replied "we won't do that and can't help." At the very least I would expect Ms Hung to come up with some type of assistance but she just kept directing us to leave her cube. We were not rude nor did we make a scene. We asked calmly for help and was denied. When my Dad tried to deposit checks he had, Ms Hung said that's not her job and told us to go stand in line for the bank tellers. We had to wait in line again for over half an hour, during the entire time Ms Hung gave us disdainful looks every time she walked by. I know to her the account was not much, but to my parents who are retirees it's a lot of money to lose. We will be closing the account as soon as we get all the autodraft bills moved to other banks. Congrats Ms Hung for helping Citibank lose a long time customer that's been with the bank since the '80s.
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September 2022 by Michael W.
My checking account was locked, still is. No communication that account was locked until check didn't clear. That's how I found out. I was on the phone internationally with them today for about 45 minutes, placed on hold, cut off and just frustration. It is not resolved yet. I will definitely close the account. ATM debit card has almost a $13 fee for taking out them max, $250. Worst ATM card for travel.
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August 2022 by Judy E.
The Citibank Rockville Pike branch has a great staff especially the Branch Manager who is very knowledgeable and professional. It is always a pleasure to visit the branch and the very stylish branch manager always welcomes clients with a beautiful smile.
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March 2021 by Karen F.
Banking with Citibank has been the worst experience of my life, except when my husband passed away. They continue to pay his insurance premiums, 6 months after his death, even after numerous phone calls and in person meetings. Yesterday, they blocked my account and I couldn't pay my electric bill. I would never open an account with them and I cannot wait until I can close this one. They are a nightmare. PS: I had to put a star. UGH!
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March 2021 by Bittu A.
I had a argument here a while ago with the workers. I still have the account but I would recommend PNC BANK. They have nice and respectful workers there. Better than these folks here working. Lol they making excuses every-time like I have been here for many years you can't fool me.
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May 2020 by K L.
The customer service at this branch is despicable. Service doesn't exist. I emailed a couple of bankers multiple times. I attempted to schedule appointments on-line by requesting that they call me about my account several times. Absolutely no response after 3 emails and the banker that opened the account never responded to my emails or contacted me by phone. Everytime I called the branch, the call is forwarded to their service center to people that can't assist. If it wasn't for the coronavirus, I would have walked in to the branch and closed my account ASAP. Take your business elsewhere...
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April 2020 by Erik F.
I went in to open an account because I gave a new business and wanted to try and see if Citibank is a better option compared to Wells Fargo. but People that work there don't speak English!!! Why ???
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May 2019 by Jen Y.
Angie is the most terrible branch manager you can run into. she will not help you if you are not planning to do business. She will not help customers even if the branch is overflowing with customers, unless of course you plan on bringing in more than $100k or something that will generate revenue for her. The assistant manager is her watchdog, and he will follow her anywhere. I've heard the personal banker there offer a personal loan for a customer who wants to apply for an auto loan, reason is because Citibank does not offer auto loans, but the personal banker will make money off a personal loan so he will push that on you instead and tell you that it's better than an auto loan. Edit: message me directly if you have questions about how they do business here.
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February 2019 by Dan A.
Not the best bank nor the best location. The staff are mostly chinese and act like we need them and not the other way around. I came in there to open an acount but after i went thought the whole process i decided not to have an account with them. There are other banks who could provide extraordinary service. There is a clear cut between american customer's service and chinese customer's service. Terrible chinese staff.
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October 2018 by Sarah S.
Terrible service. Came by over the weekend to dispute a $30 service charge. Only 2 service representatives on a Saturday morning! The representatives will disappear for 20 mins after having taken care of a client. One of them had to actually go back and ask the other to come back out because clients waiting were adding up rapidly. Absolutely pathetic service. Never coming back to this branch ever again.
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March 2018 by Philip L.
This is one of those specialty branches where you can go if you have trouble speaking English. This one is more catered towards Mandarin/Catonese (?) speaking people as most of the employees are bilingual. That is good for people who struggle with speaking English and only knows Chinese as their more dominant language. This way you know what is happening with your money, etc. Besides that, this branch needs a good fix-me-up as it has several structural flaws. First, there is a major pothole in front of the bank as you turn in. Be careful. Second, the main door does not have a soft-close mechanism so it slams each and everytime someone enters or leaves the place. Third, the system is a bit touchy as it was down on Saturday when we went so it was hard to open an account. They definitely have room for improvement and would benefit from a renovation. As for the banking services from Citibank as a whole, that really depends on your own personal preference.
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November 2017 by Ann P.
Went in to pay off 2 loans- both over $10,000.. Signed in and sat down.One woman at a desk helping someone.Another older gentleman sitting at a desk working on? I was not acknowledged.Meanwhile another man came in ( who knew the Citibank guy),sat down and got helped.I stood up at his desk and STILL wasn't acknowledged.I'm used to the branch at Tyson's where the service is exceptional.I have stayed with Citibank because of their service but now am going to switch-this is ridiculous.He finally got up and told me to go to the teller.I won't be back.I guess they have enough customers and don't care about my business.
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September 2017 by Hello K.
Horrible customer service and worst bank/branch ever. 1. Opening an account - Waited over an hour for service. They had several customer service representatives, but was informed that only one individual at that branch can or knows how to open an account. That individual kept socializing with a customer after servicing her and then kept talking to the branch manager afterwards instead of providing customer service. After waiting over an hour, that individual approached me only after I got fed up and walked out of the branch. Other branches helped me order checks upon opening an account, but this branch did not. In speaking with a Citibank customer representative over the phone, she was unable to verify my information because the representative entered my cell phone incorrectly into their system when I opened the account. 2. Resetting your ATM PIN - I signed in on the sheet, sat down, and waited. Several minutes passed...no one approach me even though there weren't any other customers in the entire branch that was being serviced. I walked up to the teller area and informed the teller that I wanted to make a withdrawal, but don't know my PIN number. I was told to see a customer representative. I sat back down and waited and waited. Finally the customer service representative closest to the door said someone will be with you in a minute (even though he nor other customer representatives were servicing any other customers nor were there customers inside the entire branch that were waiting for service). Waited and waited again. I finally went back to the teller area again and asked to make a withdrawal by providing any information needed. During that process, someone behind the teller counter asked me how I was doing and I started telling her how bad customer service is. All of a sudden, all of the customer representatives reacted and started apologizing, one even bringing me a cup of water...indicating that they didn't know I was waiting. Really??? One of the customer service representative (Asian guy inside an office) walked passed me twice to talk to the representative closest to the entrance without saying a single word. 3. Making a deposit or withdrawal - The tellers are slow. One of them even examined all of my checks a couple of times as if she was examining a fraud case or similar to people inspecting a murder case in movies. 4. Ordering foreign currency - This branch is very disorganized. The teller looked for several minutes and said she couldn't find my order when I went to pick it up. I showed her the tracking number and order information. She went looking again and miraculously, she found it. Make sure you order a few days in advance just to ensure they can find your order. Better yet, go to another branch or even another bank! 5. Promotion bonus - It's been 3 months since I opened my account and I have not yet received the promo bonus amount deposited into my account.