Citibank Reviews 

What a frustrating journey. Since it´s not easy to change bank once your details are linked, I stayed with them for 10 years! I have never been able to talk to a ´Relationship Manager´ in person, despite many times asking to call back. Half of transfers got diiverted by their useless backoffice team

Further to my earlier review of Citibank UK, here's an update.

As of Sep 2023 Citibank UK is now part of the Current Account Switch Service, great news for those wanting to leave this appalling excuse for a bank.

I was very anxious to close my Citi current account ever since I'd read that Citigroup plans to shut down its retail bank in the UK.

The news made sense since their customer service had become so appallingly useless and slow, sometimes taking weeks to respond to an email, their offshore support team was the worst I'd ever encountered, rendering the bank virtually unusable.

So get your money out of Citibank NOW is my advise, it's very easy now with Current Account Switch Service, and then find a better bank. Frankly, any bank is better than this lot.

I'm fully out of Citi now and good riddance to them.

I’ve been waiting on a simple wire transfer for a month! Now they say that they have lost my money, and that they are not responsible!!! If they aren’t responsible then who is? Me? I trusted the bank with my money and they lost it! Don’t make the same mistake I did. Avoid using this bank if possible. Now I’m going to have to spend money on a lawyer just to try to get my hard earned money back. Thanks Citibank
YOU SUCK!!!!!!!!

This bank is a joke claiming to be the biggest bank in the world and I've been looking for someone to support me but every support team says they are not concerned and they do not know who to direct me to.

I have a chunk of my life savings in Citibank and they are refusing to let me access it. I requested a transfer over 30 days ago, went through all the necessary security procedures and they are still holding onto my money. Is Citibank some form of giant Ponzi scheme! Why do they hold onto my savings for over 30 days????

Shockingly bad
This is one of many issues I have had with Citi UK in recent months. I made a SWIFT transfer from my Citi UK account to another account of mine with another bank. The funds were debited but never reached the other bank. It's been 9 days and I have been calling Citi every second day for an update. All they can say is 'we are still waiting for an update from out funds transfer team'. How is this acceptable? This is causing me a lot of distress as I am relying on this money to make payments that are due from my account at the other bank. As mentioned, this is just one example of a succession of failures by Citi UK in terms of customer service. I will raise this matter with the Financial Ombudsman and I would encourage everyone who is facing issues with Citi UK to do the same. Citi UK needs to take responsibility.

Appalling customer service. I have been trying for months to sort out a power of attorney and nobody answers emails, nobody responds to complaints, if you get through to anybody on the phone they say that someone will get back to you and nobody does. They don't care anyway because they are leaving the retail market, but I wouldn't want them to manage anything. They are absolutely hopeless.

I found 3 fraudulent transactions on my account and Citibank were very unhelpful despite me having to call them 5 times (explaining each time the same thing). I then received a total of 3 letters stating that there was nothing they could do and considered the case closed! 3 months later I was still trying to sort this out with them and when I finally told them I would go to the financial ombudsman and make a claim, they decided to pay me!!!

Appalling service. Total disrespect for customers, they really don’t care and have put me to severe inconvenience as part of exiting the UK market. And they still have my money, no idea when they will allow me to transfer it.

After 15 years as a customer they’ve just written to me to say my account will be closed as they focus on “wealth management “
My account balance is zero because they suggested I use alternative banking services whilst they sorted out glitches with my online trading , that was 5 years ago ,,,,,
Worst service from any bank I’ve ever been a customer

I will give this bank zero star if the system let me to do it. They increase the minimum deposit amount without notice, and then deduct the account management fee suddenly. When I try to communicate with the staff, they are impolite and doesn't want to help.

I have been a CitiGold customer for a decade. I notice that the service has slumped down for the past 3-4 years. Relationship managers used to be very knowledgeable, responsive, and catch up with you regularly. Not anymore. Not only they are inexperienced, but they don't respond to your email queries despite multiple requests. What's going on in this bank? If they are shutting down retail banking service in the UK in a few years time, I wouldn't be surprised given the current mess.

Amazing how such a bad company is still in service.

For several months we're trying to communicate and there's absolutely no way to do so. We've sent a physical letter, multiple emails and called a number of times, with no luck. We even found ourselves in their offices in Canary Wharf.

It's impossible to get ahold of anyone there. Worst customer service ever and worst experience from a bank in the UK EVER! I can't believe that they are holding our money and won't let go for more than a year! :(((

Possibly the worst banking company I have ever used. Used for company credit card - can never get through to a human on the phone - machine answers and then hangs up on you; app is absolutely diabolical - so unfriendly for the user; have to scroll to the very bottom of the online statement to find how to pay off the credit card (located pretty much in the fine print at the bottom) sometimes statements are only available to download in CSV or XLS format! Unbelievably awful company.

Banks in the UK are notoriously bad at customer service but one can do better than Citi (Barclays Private Bank, or even HSBC premier works better). Relationship manager has not suggested any investment over a three year period, does not respond to emails and does not accept written instructions because it is “too much hassle”. Telephone banking (your only option for any sizeable investment/transfer as they block your account each time you try online) has a 20-40’ average waiting time, and you will need to give all details over the phone for them to authorise your transaction. Then you will need to wait for an hour and make the transfer online again.
I suspect they will close down retail operations in the UK. They really dot care.

Today I have experienced the worst reception service that I have ever encountered throughout world-class banks from Europe to Asia. My father is a CitiGold member, not to say how much money he has in there, and our family newly relocated to London, the following was my conversation with a gentlemen not gentle at all at the reception of the main building: 

"Excuse me, may I know where is the CitiBank building?" 

"Oh (sarcastic smile), this is it." 

"Thanks, I would like to open a bank account --' 

"Oh, we don't do any bank account opening for non-premier persons." 

"Oh, really?'

 "Yes. (sarcastically) YOU better do some research before you come"

 (If I have time to study your bank rules thoroughly what's the point of this gentlemen existing at the reception?) 

"Actually I have a Citigold account" 

"(attitude trying to change but acting skills too bad) Oh alright then if you are a member you should go to blahblahblahblah" and he did kindly show me the way, thanks to the Queen beside his rolling eyes and despiteful look.

Next stage. 

My father was a 80+ old gentlemen, he politely asked the reception lady at the Citigold building whether they could give him a cheque book (well honestly A LOT of banks HAVE cheque books still, not to say it's always in a 80+ year-old client mind) the lady smiles VERY SARCASTICALLY "ha, cheque book is the VERY OLD FASHION thing, our bank has not issued any since 4 years ago." Oh wow I'm impressed, that's the way they talk to old wealthy client. 

I have no idea is there any employee guideline to make them so proud of the service that their bank DOES NOT have :) 

and then, they asked me to do everything online and that they do not advice anything there or neither could give any information here. (Again, that makes me question about a PREMIER bank reception's existential purpose, they talk like a spy) 

FINE, I FOLLOW THEIR INSTRUCTIONS and call the online CitiCentre and Citihelp or Citi-WHATSOEVERYOU WANNA NAME department and turns out when I'm explaining that I could not use my card (PIN wrong but I could use the same PIN other european and asian places) and I need advice what to do and THEY CUT MY LINE IN THE MIDDLE OF MY SENTENCE. 

FOR 4 TIMES. FOR 4 TIMES. FOR 4 TIMES. 

I called 4 times to the service centre, 4 different Citi-workers listen to my request hypocritically and CUT MY LINE in the middle of my sentence. I have repeated the same stories for 4 times :)

So, CitiBank UK, please kindly advice if you are a client like me, what else could you do except stopping all the investment and moving away all my money from your company?

I can't believe it, I was cashing in a deposit from my grandmother and they said they couldn't give a valid verification for the deposit, not to mention the terrible customer service it provided. I definitely recommend using any other bank, the lady 'cashing in my deposit' seemed to be from Mexico and was going on about how she couldn't return the deposit, I then texted my other back up company bank which they then managed to easily cash in the deposit unlike Citibank. Genuinely terrible, outstandingly rubbish, frustrating. 100% don't recommend.

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