Citibank Reviews

Roughly 2 weeks later, I received said document in the postal mail, I completed it, took it to my local bank to have it notarized (required), and returned it via postal mail. A few weeks later, I received a letter confirming that my children had been added as beneficiaries. The account matured at the beginning of June, 2026. I called the customer service number to close the account. It was obviously overseas customer service at the 1-888-Citibank number. Scripted canned responses, challenges with English, etc. I was told I could not close the account and I would have to visit a branch. I explained that I opened this account online, and there were no physical locations in the state that I lived in, and I would simply just like to close the account and have the funds returned to the account of origin at my local bank. This was refused.

It was then explained to me that a check would be mailed to my house payable to myself and in trust for my two children. I rebutted that I was the sole account owner, the children were only beneficiaries, and this was not a trust account, but a CD. I was assured this would be handled correctly. A week later the check shows up made out to myself and in trust for the children. Neither of the two financial institutions I bank with locally would accept the check for deposit as it was made out. I was told I would either have to open a trust (requiring hiring an attorney) or have Citibank reissue the check payable only to myself. I contacted Citibank many times over the next 10 business days, at the 888 Citibank number, never speaking with the same person twice, including multiple supervisors. I explained the situation until I was blue in the face and not one person was remotely competent or made any effort to resolve the issue.

I wasn’t ever told the same thing twice, aside from when I would state that I couldn’t deposit the funds with the clerical error on the check that I would “have to follow my bank's policies”. Dead end. After digging around online I found the nearest physical branch and called them. The lady I spoke with pulled up the account, and stated she could see that this was never a trust but that my bank should allow me to deposit the check. I explained that I wasn’t trying to argue but the point remains that I cannot. She sent me a letter stating that I was always the sole account owner and the kids were simply beneficiaries. She spoke with her manager who said in his opinion, my only other recourse was to visit their branch, open an account, deposit the check, and return to close out the account once the check cleared. This would involve roughly 8 hours of driving to complete, not factoring in Chicago traffic.

Despite this letter, neither of the two institutions locally would let me deposit. I found a phone number for Citibank Gold (888-248-4465) and called and spoke with the team there. It was obvious that this team was stateside, the language barrier was gone, and it felt like the problem was understood. It took multiple calls here, again, never the same two people, but ultimately, a case was opened with the Executive Review Unit (ERU) for review. I was told I would be contacted with more information and I spoke with the case analyst that had assigned to me. She called me back maybe an hour later asking for information from the printed check, and gave me a direct number to the ERU (605-331-1698) as well as her extension and my case # and promised to call me back or email me in a couple of days.

I never received a call or email. After 4 days, I called the number, frequently getting sent to voicemail. 9 calls later throughout the day I reached her, She can see that a stop payment was put on the check I had, but no further information was available. A different team handles the issuance of a new check, and she doesn’t know if they’re correcting the error or not, she will call back later in the day. 4 days later, no contact, but I did get an email from UPS about an incoming package from Citibank (this is something that I have set up through UPS).

Almost a month passed since calling to close the account, I have lost more in interest than the extra I earned by going with the higher rate CD not to mention I still don’t have the initial investment or even a valid check if I were to make the trek to a branch. I have placed roughly 60 phone calls, most of which were dead ends or disconnections and dealt with utter incompetence and bureaucracy at every level. Not even the most basic tasks could be handled. I have filed complaints with the Better Business Bureau, the Consumer Financial Protection Bureau, and the Office of the Comptroller of the Currency. Resolution finally occurred after 3.5 weeks of multiple daily calls when UPS showed up yesterday with a replacement check appropriately made out. Already closed my credit card account with them as well. Would NOT do any sort of business with them again.

Also, beware of using the balance transfer offers because if you do and then try to just pay off the balance transfer without making purchases, they will HOUND you CONSTANTLY to use your card for purchases. WORST credit card company I have ever dealt with & seems like deceptive practices with them not notifying me about my bills on a monthly bases like they are supposed to.