I am compelled to assign a negative review to this experience, to the extent that even the lowest possible rating is insufficient. It appears that, unbeknownst to Citibank's clientele, the bank has recently upgraded its software-based customer verification system, which now prevents individuals from accessing their accounts in person using a government-issued real ID. I do not utilize debit cards at all. After visiting the branch to withdraw funds from one of my accounts, I left with no money after enduring over two hours of frustration and anger. The four employees present--a staff member onboarding, another completing onboarding, a personal banker, and a manager--were unable to determine how to access my accounts using a government-issued ID. We were transferred from person to person, wasting valuable time. We were informed that we must possess a bank-issued debit card to access any account information, a requirement I find entirely unreasonable. If this debit card is now required to access your accounts, a letter to all Citibank customers should have been sent before the new software was implemented. Consequently, we consented to initiate the process of obtaining a temporary debit card. Unfortunately, the new system's timeout feature is extremely rapid, preventing us from entering a PIN. When the banker attempted to reset the password, we were advised to do so via the mobile application from home. The issue here is that this is a TEMPORARY debit card, and, according to the 1-800 representative I contacted, a customer cannot create a username, password, or reset a TEMPORARY card independently because the card has not yet been linked to an account. Despite this, within two minutes of chatting with the 1-800 Citibank representative, I was able to access a touchscreen-enabled system that, through my iPhone, allowed me to enter the card number, associate it with the correct account, and set my PIN--completing the process in two minutes rather than two hours. Why was the phone representative so knowledgeable, yet the five staff members at the branch were unable to assist in a similar way? Additionally, I attempted to cancel an appointment scheduled for tomorrow afternoon with a banker at the Aliso Viejo branch to resolve my issues and facilitate access to my account. I called the main Citibank number because the Aliso Viejo branch, even though it was within business hours, did not answer. The representative at the main number explained that they were unable to cancel the appointment directly, as the banker should have sent a confirmation email, which provides access to the appointment, should a customer need to change or cancel it. The 1-800 Citibank representative then advised us not to attend the appointment (we had no intention of going) because we had received a resolution at another Citibank branch farther from home. I strongly suspect that no appointment was ever scheduled. I have decided to cease conducting business at this branch. Today, I visited another branch, which, within 15 minutes, attended to my needs efficiently and courteously. I wish you good luck if you choose to visit this branch after reading this review. read more

I want to express my gratitude to Citi Bank in Aliso Viejo. All the bank employees were polite and welcoming. I worked with Luis Uscanga as my banker. He helped me open a business account and get a line of credit. He knew his stuff, explained things well, and made the whole process easy. Thanks to him, I'm all set to grow my business. Luis is awesome, and I highly recommend this Citi bank. Thanks read more

Citibank - Citi Bank Aliso Viejo - Banks & Credit Unions Near Me - Aliso Viejo, California

I want to be fair and later update this review once my issue is taken care of, but the branch rep here was supposed to open up a student account (free of fees) for my teenage daughter, but instead opened up a regular account, and because her balance was under $1500, for almost two years she was assessed a montly $12 fee. Then, inexplicably, her account was closed (perhaps because she had a low balance?) I would appreciate the branch taking the responsibility and handling this matter appropriately. I have already initiated an investigation. Once the matter is fixed, I will gladly update this review. read more

I currently have a credit score of 826 and not Citibank closed my checking account and closed my Costco Visa credit card. I reapplied for a Visa credit card and was DENIED! I'm feeling targeted! read more

Have a business account their and they were changing the way transfers were done online. I needed help and email and called several times to get help. NOTHING! I called today an a person called Louis answered and he couldn't see my name???? I asked if he could not see my name or my account. He wouldn't answer. I asked again. He proceeded to hang up on me. I called back and the man who answered said that their are only two employees working that day and were named Luis. I asked if I could talk to their manager so that perhaps I could get some help and he stated that they didn't have a manager and they couldn't help. Horrible Horrible Horrible service. Don't even try to call as they never answer their phone. read more

Mr. Luis was an amazing personal banker who helped me tremendously today. He took care of everything for me with ease and comfort and tenacity. I could just tell with his level of politeness and kindness and focus in his work that makes him one of the best Citi bank employees. In my honest opinion his costumer service was the best costumer service I have ever experienced by far and I give him 5 stars read more

Citi is the worst bank I ever used and this branch is the garbage king. I just closed my business account in Citi and move it to Wells Fargo. Please read my story before you walk in this Citi branch. First of all, it's my bad to open an account in Citi because of their promotional bonus. Then I started my nightmare. After opening the account and transferring funds into it, my first use is to make wire transfer to my vendor which is only about $7K. I found I can't make wire transfer online due to 'access blocked......error code OP002'. I called Citi customer service which is from that error message. It took me 1.5 hours to talk to 5 different departments in Citi over the phone but nobody could resolve the issue. Someone told me I should use different browsers; some told me my browser settings is related to this issue; some said my vendor's account is high risk and blocked...... Okay I followed up what they told me and retried but still had same error. At the end, they told me to call the next day because business department is opened on that day. The next day I called again and talked to business department and others in Citi over the phone. Still nobody had the clue and is able to fix the issue. I found their customer service just transferred me to another department if they don't know what to do. I am the ball kicking back and forth among their departments. Finally, their security department told me they can't verify my identity and asked me to go to branch! Okay. I went to the branch and one banker told me this issue was caused by tokens. Because mine is the new account, I need to apply for token before using wire transfers. No problem! How nobody in those different departments in Citi knows this? You think this is the end? No....... That banker helped me to apply for soft token but he didn't how to do it. He needs to call other bankers and said would send me the email in 24 hours...... I got the email in the evening. When I tried to make wire transfer after obtaining token, I still can't do it. I called customer support but they told me my account settings is messed up by the banker in branch. Okay! I visited branch and they told me that their bank is too busy and asked me to go help from online. I told branch the online services asked me to visit branch to solve the issue. The branch guy said those customer services don't know how the branch works. Then I went back home and called customer services again. Customer service told me they can't do anything but need to go branch again. If the branch doesn't know what to do, I call customer service and they teach them to do....... Is this a bank? Nobody knows what to do and the bankers in this branch are arrogant and mean. This is really a nightmare to me. I hope my experiences could help you to avoid Citi and those bankers. read more

Citibank - Error message - Banks & Credit Unions Near Me - Aliso Viejo, California

Atrocious customer service. Teller can't help you because you need to speak to a banker. Banker can't help you because he's gonna be busy all day. Meanwhile I can't access my money. Garbage bank branch. read more

The worst ATM ever it was not taking my cash . I just blew it I made a trip all the way down there because I couldn't make it at 10 o'clock on Saturday now I have to go back another trip it's awful I never experience this problem with any other ATM read more

I went into this branch yesterday to cash two residual checks that I had. I am recuperating from open heart surgery so it was an effort to get there. The two checks totaled $12.50. The bank refused to cash them claiming that they don't cash checks for anyone. I couldn't believe it. What bank doesn't cash checks? By the way, I secured my mortgage through Citi about 25 years ago. I am giving this review "one star" only because I can't give it negative stars. I will NEVER do business with Citi again. read more

My brother and I needed to close our deceased mother's account. Pinar Etienne jumped through hoops for us, making phone calls to enable us to do so. It isn't easy to close such an account, but she persevered. Very grateful for her help. read more

I have been a loyal customer of Citibank for almost 30 years, until now! I recently had my identity stolen, and the bank refused my dispute. Then when I tried to appeal it, they LOST MY CONFIDENTIAL DOCUMENTS THAT I HAD SENT VIA CERTIFIED RETURN RECEIPT MAIL. I called the dispute unit numerous times to try and resolve the matter, as was blatantly lied to by the reps about my case. I also re-sent the appeal documents 2x by fax and 2x by email, and still they showed no record of receiving these very sensitive documents. And this was regarding identity theft, and they're misplacing documents with information about my identity??!?! I finally went into my local branch to ask for help from the manager, Rajinda Kaur. At first she seemed very helpful and solicitous, and agreed to fax my documents straight from the branch, but for some reason the fax would not go through. Over the next 2 days she reported she was still trying, then she routed my calls to her assistant, who stated the Fax system at the branch was "not working at all." I asked for her to follow up with me when the Fax machine was fixed, and waited almost 3 weeks. After that, Ms. Kaur or her assistant did not return any of my calls or emails to follow up. They just dropped me! It is enormously stressful to have your identity stolen in and of itself. But to have your bank lie to you, lose your sensitive personal information and make no efforts to fix the problem, and then treat you as if you are nothing, of no consequence? This in unconscionable. I have filed a formal complaint with the Govt Consumer Protection Bureau, and will be taking my money elsewhere. DO NOT BANK WITH CITIBANK. THEY WILL NOT PROTECT YOU OR YOUR IDENTITY, AND THEY WILL TREAT YOU LIKE CRAP. SHAME ON YOU CITIBANK, AND SHAME ON YOU LA PAZ BRANCH! read more

Well, I've been a customer of this branch for a very long time. Unfortunately the quality of service is totally gone down over the years. The one star is for the tellers who I have no issues with. However the ones that seat behind desks need to improve their service. All they do is smile, sweet talk and promise to solve issues. Once you leave, everything promised is just forgotten. I couldn't believe that they sat on a document I've personally delivered for over 2 weeks and caused me so much headache because of it. After 3 trips and 5 phone calls, I am absolutely done with them. Closed the account and will not be back again. I will take my business where they do appreciate me as a customer. You can't run a bank that has a different branch manager every time you go who acts clueless. No shortage of banks. read more

I have been a customer with them for many years and the last few days they closed my account without my knowledge. I have talked to them about it several times and they say everything is fine but then my ATM card was blocked when I tried to withdraw cash to buy food for my kids at the beach. I have thousands of dollars in my account and they DONT CARE . I would go to another smaller bank that can treat you better . read more

I call ahead and explain to them that I am coming during my lunch break and get an appointment then they waste my time driving there to tell me that there are no available bankers. Going to Wells Fargo read more