Citi — Local services in New York

Used to be the branch that I usually love and would definitely do my transactions but after what I had experienced yesterday, 01/04/25, I won’t come back ever again.

It is true that whatever one staff could do to affect the whole experience of a client or customer is really true.

Hands down, for the years that I had been with this branch. All the agents I know and one manager was commendable, but it was yesterday that everything had changed.

I was really thinking if I should do this review that could affect the branch but after what I had felt and somehow belittled was overwhelming.

I had some checks that was cashed and the agent who assisted me mistakenly typed in 1 something in the system instead of 7 something that was written. I was surprised that wanting to finish some errands that day my time spent at the bank would be quick as I usually would experience but after the typo, the transaction had to be override by a manager.

I know everyone makes mistakes, it’s okay.

So she called a manager, who was I think also new on that branch since not familiar and his next step was to verify the checks and call the issuer, which I am not able to experience EVER in any branches I have been doing my transactions, thinking and experiencing everyone was really friendly and helpful, so more time was spent waiting.

The manager came back to me in like almost 10-15mins of waiting and told me that the issuer won’t pick up and I had to call the issuer and call the bank number plus he told me, “Come back tomorrow to cash the checks.”

How rude? You are the manager. You supposed to help and you want and expect me to do it some other day when he was the one who wanted to check the checks and verify?! When he could have offered other option or way so I could at least start having the checks deposited.

*I KNOW at some point that these are for safety purposes, security checks BUT I just don’t want this to happen to anyone.

Is it because I’m not white I had to experience that? Is it because for them the meaning of being rich is beyond that?

If I could give 0 stars right now I would do so.

But thank you to one agent who tried talking to me and made the experience more a little bit different she gave me other option but to me, it wasn’t just right to be...

Review: Incompetent, Unhelpful, and Disrespectful to Loyal Customers

As a loyal Citibank customer for over 30 years, I am absolutely outraged at the incompetence and lack of care displayed by this branch. After being a victim of fraud, I came to this branch expecting assistance and resolution. Instead, I was told to return on a specific day to meet with the bank manager.

When I returned as instructed, I was met with blank stares and informed that the manager would be in meetings all day. No explanation, no help, and no respect for my time. To add insult to injury, when I tried to schedule an appointment to ensure I wouldn’t waste more of my time, I was informed that they don’t confirm appointments. What kind of professional organization operates like this?

This level of disorganization and disregard for customer service is inexcusable, especially for a bank that I have trusted for decades. Becoming a victim of fraud is stressful enough without having to deal with a branch that clearly doesn’t care about resolving issues or valuing its customers.

If Citibank cannot take care of loyal clients in times of need, they don’t deserve that loyalty. This branch’s behavior is shameful, and I will be rethinking my relationship with this bank...

The Citibank branch at the corner of 96th Street and Broadway on Manhattan's upper West Side is a convenient place to use all the services of this major bank, including a separate area of a dozen ATM machines that is open 24 hours a day, seven days a week, including holidays.

I have used this branch for several decades and it is a large international bank. There is a customer service counter if you need special help with any banking matter.

My only complaint is that when I had to call the customer service number I had great difficulty in understanding what a young woman in the Philippines was saying, so I had to tell her that I simply could not understand what she was speaking and to please speak very clearly and slowly.

It seems to me that Citibank could do what other large companies are doing and actually hire legal citizens of the United States of America to do this work. Is Citibank so desperate for cheaper labor that they are sacrificing quality and patriotism? Unfortunately, I think this is the case, and I would respect the bank much more if they hired Americans to do this call center/customer service work, so at least I and many others, I'm sure, would be able to easily understand...