Citibank Avis 

We had £16k stolen from our account. A fraudster managed to move money from our savings account to our current acc. Set up a payee. He rang us and knew the answers to our security questions (mothers maiden name); he rang from the Citibank ‘lost and stolen card’ telephone number; he infiltrated Citi text messages and sent messages and emails to the same text and email trail as Citibanks existing messages… He rang on a Saturday and knew Citibank didn’t have a fraud team to help. The line went dead so we rang Citibank straight away to continue the call - at which point they informed us it wasn’t them who called. They said they couldn’t contact the bank that the money went to until the fraud team were in Monday!!!! Their conclusion a couple weeks later was that they won’t be repaying us the money. We escalated and still they refuse to return the money. We’re having to go to the ombudsman. You’re money is not safe with Citi. Other banks would have returned the money. We’re absolutely devastated. The customer service support and attitude was AWFUL. During some of this we weren’t allowed info on our own account or to pay bills.

customers service very poor lady kept going away and tell you nothing then come back and ask a rake of questions again they think we are fools

The customer service is just dreadful whether it be by phone or message. They can take days to respond to the simplest of queries and even then not always accurately. I recently tried to change my mobile number, which you would have thought was the simplest of requests, and yet turned into a drawn out hassle.

What was a very small branch network in the UK has all but gone but if you only need online services and can usually manage to do without the support it may work. I’d switch if the bank was part of the switching service but it’s not.

UK Citigold Private” join criteria £650k. This all occurred within a year!
Client of Citi many years ago decided rejoin them. Appointed Manager was superb worked with my previous. It took 3 months to open an account “The Team” invisible faces hopeless delays, constant repetition of ridiculous questions raised.
Manager complained they confirmed unacceptable honoured Reward Saver 0.50% refunded loss of interest etc., did not inform me only for 6 months then 0.10%.
Thereafter “The Team” want where funds came from irrefutable Solicitors evidence supplied accepted by Manager OK. No nothing better to do “The Team” raised many unnecessary further enquiries.
Manager promoted successor super shortly after given a 3rd Manager to me pushing sales so moved to 4th. He was hopeless to me inexperienced, void of people skills a simple Chaps transfer the saga was unforgivable. Requested Manager mid morning effect it am told I’m to call customer services security all info given informed cut off 4.30pm. Then mentions I shall rec’ve call from dept!! After 3pm get call security details etc., all over again. Receive text done 5.30pm!

I requested Manager confirm precise time no response days later in fact on a Sunday evening 21.37pm he sends email was 5.30pm!

CitiBank to me is an embarrassment worst ever completely inefficient their bureaucracy beggars belief. BE WARNED.

I am a Citigold client of Citibank HK, Citibank US and Citibank UK. While Citibank HK and Citibank US are always providing the best service, Citibank UK ("Shiti") is extraordinarily bad!

I need to call their security team EVERY TIME when I send money because my account will be locked by them (even if it's not a large transaction and only sending money to another UK account I hold), then the average wait time for the Shiti security team to pick up my call is 1 hour. The call quality is always so poor that I can only hear like every other word, and I think their "officer" are all from South Asians because of their terrible accents! After that, they will send a request to have my account unlocked and I need to wait until they unlock my account and try again, yes, only to try again, they cannot guarantee whether the amount I want to send will be sent successfully or the account will be locked again. Last night, it happened when I wanted to send a few thousand £ from Shiti to my other UK account and my Shiti account was locked for three times and I had called and explained three times, and it was only sent successfully earlier today.

I cried today when I was closing my Shiti UK account! I was so overwhelmed just to think about I will not have to deal with them anymore.

When I first joined Citi UK 25 years ago they were a great bank with several convenient branches in London, a UK based call centre, helpful staff and offered worthwhile benefits to “Gold” customers.
None of that still remains. They have one branch in Canary Wharf which is only open for a few hours per week, unintelligible call centre operators, “relationship managers” who never last more than a few months and an ever decreasing benefits package which is essentially worthless.
Add to that the fact that their website only works when it feels like it, is badly designed, the investment management features don’t function at all and the whole thing feels like it is from a previous decade.
And don’t even get me started on their atrocious mobile app! They don’t even support Apple Pay.
I’m relieved to be getting rid of them.

Worst experience ever!
Had account blocked and DD stopped even though I had funds. All because I made an international transfer to a family member. How stupid can I bank be?

Such a disappointing experience, even at Citi Private level. High cost, bad investment options, unresponsive personal advisors. Avoid!!!

Been a customer since mid 2000. Of late their service has gone down hill. Been trying for days to get through to someone and being held on for almost an hour each time. Only for someone random to answer from security to say they are busy. Very unprofessional and will be looking to close my account. If they cannot provide a service why should I continue to use this terrible bank.

I used to love working with them and using the advantage of linking my card to different accounts/currencies with them. Strangely they decided, upon Brexit, to stop using SEPA international transfer. Instead they are using SWIFT. BUT BE VERY AWARE !! although they write and advertised their international transfer are free and without any fees, in SWIFT there is a "third party bank" that would certainly charge you for this transfer !!!! Very misleading from their side !!!

International customers do not touch this bank with a barge pole. You can get defrauded and they will not help - you have to experience it to believe it. You get passed from one useless person after another and sometimes you have to ring back 20-30 times before you get a rep who is trained or intelligent enough to help. A demoralising and stressful experience. This review is of the USA operation and being an international customer with a US bank account.

The customer service has improved, since until now they have attended from I do not know where with an accent that I had to understand many times and my positive criticism is because they have been able to solve a card charge that appeared in my account and that I had not made , and after only 2 calls and a form, a few days later I had the money in my account again. I will continue to trust this bank.

I had a platinum credit card from CB. Every month I got confusing statements with what they called "billed deferred finance charge" or "billed finance charge". There was no reason to have any charges as all expenses were paid largely before time, actually at the day of the statement. The card was also supposed to be free (as it is usual also for other cards here in Thailand).
After many useless call tries (as I could about never get anyone on the other side) I made some internal mails. There were absolutely no related or explaining answer. Then my last mail was to settle the account and cancel the card after which I got called to confirm the cancelling. That person offered to connect me through another person for eventually clear the claims but, tired with this, for month ongoing mess, I refused and cancelled every relation with this sh.. bank.

After 10+ years, I have learnt to manage them and almost like them. The other day they blocked my bank card because a purchase would have been suspicious for them. They sent a text message as well as an email for me to confirm it was actually me trying to make the purchase. I called them and the lady, after identifying me, unblocked my card immediately and told me I can go ahead and make the purchase again.
Have to say customer service improved a LOT since 2010, their English is excellent, almost as if CS would be in the UK. They always react to system messages and I usually get what I want from them.

Beware people!!you’ll be ton deposit money to this scam bank made in India
There is no American customer service, everything is a fraud you’ll never be able to pull or withdraw your money out

Stay away !!shiti bank

Their phone service doesn't actually work. The volume between automated messages varies so much, you need to change the volume constantly to hear (or risk serious ear damage, mine are still ringing).

When you finally get through to an "advisor," the phone line to the Philippines is so poor, you can usually only pick up maybe every other word they say. And they often can't hear you at all. Today, the guy couldn't even understand my account number. I called multiple times and it just didn't work. I can't even arrange a transfer over the phone, and the amount I am trying to transfer is too large to do online.

If you can get a clear line, the "advisors" are so poorly trained, they often can't actually help you anyway. To avoid dealing with you, they usually start to pretend they can't hear you, then hang up (even though the line is fine).

If you can find one who can help you, they will often put you on hold for ages to try to get rid of you. A few days ago, I was on hold for around 40 minutes.

Eventually I asked for a supervisor, who then gave me false information, just to get rid of me.

You couldn't make this stuff up, it's shocking.

Awful service. Nobody seems to care or try to help. Phone numbers change, emails bounce back and no help from anyone. We have a bond with them but have had no interest paid. So we want our money back and no one seems to know how to do this.
Does anyone know what we can do next ?
Really worried that we have lost our money now.

It took numerous(lost count) phone calls, online internet chats with representatives and visits to the Citibank website to try and open an account. Many of their representatives, both on their online chat feature and the phone, either couldn't actually speak English or failed to listen. It took at least one and a half weeks. The account supposedly paid 0.70% interest- by the time the one and a half weeks had gone by, it was down to 0.50%. Chatting with a representative regarding a beneficiary form(since there's no way to name a beneficiary on the website), I was told one would be e-mailed to me within 24-48 hours. Never received it so I called AGAIN and was told those forms could only be sent out via US Mail and that the previous representative had sent me a photocopy of a statement, which is impossible since the account was just opened. This bank lies and has incredibly bad customer service.

Awful. I am a corporate credit card holder and all i want to do is update Citibank with my address. I can't see how to do it online. I rang and put in all my security details in, finally get through to someone and need to go through security again. When I questioned why I need go through security twice I am told "you have to go through security"...that's not my point, why twice? She asked for the city where I lived - as she is not based in the UK she had never heard of Basingstoke and had to spell it twice - then she didn't get it and then guess what - I get cut off. All I want to do is tell you about my new address.

You can't email anyone or do online. This is simple stuff. Way behind the times.

this bank can not even send out a card on 3 attempts, No account asses, the really name of this bank is not citi bank but shiteybank, Account close because this bank SUCKS & should be close down