Good luck if you want to actually speak to someone at the branch. I called this branch instead of my regular one since it actually had a phone number. First someone answers, but his English is so poor, he had no idea what I was asking and was clearly giving me the wrong answer. I asked him about how to "deposit or cashing a check with two beneficiaries" and he kept saying "we can sell you a cashier's check" over and over. Finally, I just said, please connect me with my regular branch. At which point, he tried and I was disconnected. I called back (crazy long menu to speak to someone) and a second person came on. I explained the entire situation again, and he said he cannot connect me with the other branch, and he put me in touch with his supervisor. His supervisor said the other branch does not have a public phone number (*really?*) and that she could answer the question. She did give me an answer, but I will never get this 20 mins of my life back. She said the only thing I could do is try the 1800 number- which I had done before this mess started, but you need to enter your SSN, password AND your debit card number just to talk to someone. Um right... read more

Staff and tellers do not know their products, they have only basic skills, they don't speak English very well and they are selling CITI BANK, promotions and propaganda and not helping the customers are protecting them. read more

Good service friendly staff parking can be difficult to find at times . Neetu, Ali and Tripti are very helpful .

I'm not sure whether to pity the staff here or be angry with their incompetence. Jean answered my call and then barked that she was with a customer and would call me back in ten minutes and hung up. I called back and gave her my phone number so she could call me back. 50 minutes later, no call back. I call back and get another associate who says she's busy call back later. Then I get a one ring call back with no vm 10 minutes later. Was she covering her tracks on call backs? The rest of the day they didn't answer my calls. They simply don't know how to manage basic customer service and banking services. Would recommend finding a local bank or credit union instead of these clowns. read more

I work in the area. Never a good experience at this branch. I visit last week on Tuesday around 3-4PM. I was told they did not have $X00 in quarters. Understandable as it is the end of the day and may not have the amount. (quarters are for laundry) 1 week later, 11AM on a Tuesday the branch has 2 tellers and 1 floor lead. I ask for $X00 in quarters again, I was told they did not have that amount and ask that I come back at 2PM. I've been ushered to the ATM multiple times in my past visits as well even when it is not a small deposits. I spent 15min at the ATM putting bills in until the machine could count them all. While the teller was just telling me how convenient this service is. Ridiculous. It's as if the workers don't want to work. read more

I've used many different banks over the years. My experience with this one was pretty poor, and most of it has to do with a very high-strung woman there named Jean. She always seems like she's had fifty espressos, but it seems to take her half an hour to do any five minute task. It was kind of comic at first, but it gets annoying after a while. Even her co-workers seem to be aware of this. I finally gave up when the $700 bonus I was supposed to get never happened. She tried to explain why to me, repeatedly, but her accent is extremely thick, and I honestly couldn't tell what she was saying. I decided just to abandon my $700 bonus altogether and close the account, which I did moments ago. Definitely would never go back. read more

Do NOT use this branch, and quite honestly, do NOT bank with this horrible bank. I opened a new checking account and after accepting my money and payroll deposit, they froze my account, without notice, due to some sort of fraud, that they will not explain to me. I was on the phone with them for hours and went into the branch. They said I have to wait to receive a letter in the mail, and I won't receive back MY OWN MONEY for 30-60 days, and still with NO explanation. This is a horrible horrible bank, and the "manager" at this branch was completely rude and treated me like a criminal, even though I am the victim here. Ridiculous and completely unprofessional. read more

Is getting worst, only 1 person at the counter ! A few others only interested to approach me is to try and sell me credit card

they really dont care about you. the lady (jean or lean) can do a better job explaining things to me. wanted to open an account with them, ended up going 2x because she kept giving me wrong information (what documents to bring, etc).saw the same lady very impolite to an older couple before me. goodluck here read more

This branch is closed due to Covid. But I need to access my safe deposit box urgently. It's a lot of fruitless and frustrating effort. t First I contacted Citi's online chat, and got the phone number of Andrew, the branch manager. I left a message for him a few times. He never returned my call. I contacted the chat line again. This time I got a number of woman who can actually let me access the safe deposit box once a week. But... she is away. Her voice recording says that, while she is away, people can access safe deposit box through the phone number posted on the door. So I made a trip to the branch. On the door, it posted the phone number of Citibank in El Camino. I made a few calls. They never answered. I had no choice but to ask the Citi customer service. They said they would email the branch manager, Andrew, and have him to contact me. He never did. Sigh... read more

I already have an account at Citibank since past 7 months and wanted to open a new account. I was told that it will take 45 minutes to open a new account as they have to verify my address and other information such as SS # etc. I informed the individual that nothing has changed from the data that they already have on their files. However she insisted that it still will take at least 25 minutes!!! What has happened to the efficient service? I decided to take my money to another bank! Extremely poor customer service. read more

I filed a dispute with Citi Bank about a charge and I am totally disagree with their dispute center with their decision. I am 100 disagree with their decisions. Tp read more

Yelp showed open at 10 am so I walked downtown and it was closed So I called went round and round in circles never got thru read more

I've been banking for over 10 years, and Citibank has been my favorite bank by far. However, I wish there were more branches/arms.

I second Mike W.'s account. Two months ago, my friend stopped by here while we were on our way to lunch. The moment we walked in, we were pounced on by this Asian woman who asked what we needed help with. My friend answered and went to go stand in line. The lady then asked me if I was a Citi customer and I did an awkward giggling, "No, but thanks for asking." She then spent the next ten minutes jabbing at brochures, trying to convince me to sign up for an account and then called over to my friend (in front of the entire bank) that if I signed up, my friend would get a cash bonus. When we didn't budge, she then asked if we had any friends or relatives we could refer to her. Uh... hard up for customers, lady? I barely know you and I certainly would not refer friends and family to someone I just met ten minutes ago when she accosted me and refused to stop the hard sell routine. This month, my friend and I met up again for lunch and my friend again asked if we could stop for a few minutes so she could do a transaction. The place was deserted, but a nice man greeted us after we walked in. Right after his greeting, the same Asian lady pounced on us again and repeated the same shpiel. This time, she added that the economy is so bad that she will have to get a second job or lose this job if she doesn't get more referrals. She might go back to China since "Shanghai is hot right now." If you are curious, her husband has a full time job (she told us, not that we wanted to know). Impending departure plus doom and gloom is not really what you want to hear from a bank representative. While my friend was wrapping up, a middle aged Asian woman walked in and "I am about to be laid off or go make loads of money in Shanghai so can you please give me your friends and families' contact information" lady scurried up to her and immediately launched into a speech in Mandarin. Hilariously, we caught a sprinkling of English... "...cash bonus!" "...Citibank!" "...referrals!" She might want to re-think her routine. read more

They have one of those glass cages around the ATM which requires a card to access it, to supposedly keep the riff raff out. However this is also the "Drunken People" Citibank because this is where everyone from the various bars in the area go when they're out of money for booze. I've seen people eat their post drinking whole pizzas here, as many as 10 meatheads playing grab ass, and chicks passed out on the floor. Quite a lot of entertainment for a roughly 8'x8' room. I'm sure Citibank security get a good kick out of it too because most of the people forget that there are cameras recording everything. Stupid people. read more

Citibank is possibly one of the worst banks ever. They have ridiculous fees, terrible customer service, and they really make you want to kill someone over there. Life is too short, go somewhere else. Wells Fargo has a bunch of idiots working there but if you check all of their work it's manageable and Bank of America is ok as well. DO NOT get a Citibank account and if you have one move to Wells Fargo or BofA ASAFP. read more

Haven't used my card in months. I suddenly start getting bills that say that they have credited my account by $10. My balance is -$10 but the next month it says my payment is past due. I call the 800 number and enter my credit card number in. I am transferred to an analyst. After telling me that I don't know my mothers maiden name 4 times, I ask for a manager. She asks me for my social security number and address for security purposes. I close the card out. Never again. read more

Surprisingly, this place offers the best iced tea in Palo Alto, and it's free. Overall it's a decent branch, but I'm often annoyed by one of the managers who constantly asks if I want to refinance my home. The tellers are always nice though and the ATMs are pretty reliable. read more

Citibank - Brightly lit interior at night. - Banks & Credit Unions Near Me - Palo Alto, California

I had the exact same problem Annie Y. had. And she wrote: This review is for Costco's choice of Citibank Visa. After years of never once having a problem with AmericanExpress, Costco switches to Citibank. We tell them to send the new cards to our office since no one is home during the day. They do not do so, the cards are stolen, used, and now I have spent literally hours and hours on the phone trying to get Citibank to remove charges on a card I never received. read more

I don't normally write a bad review. But this place is a mess! Always short staff while supervisor is just sitting around/watching, and does nothing. Waited in line for almost 30 mins. Poor lady on the counter since she's the only one working while the other supervisor lady is just walking around not doing anything. read more

Here on a Saturday to make a cash deposit into my daughter's account. Only one (1) teller can take a large cash deposit. Two other employees here, one said "I can't I wish I knew!" One person ahead of me has been on the phone and figuring out this customer's account! The bank closes in 20 minutes and I have been in line for 15 if not 20. This is why I left Citibank 8 years ago! OMG read more

So I was about to move my money anyway, but here's what sealed the deal. On one of those rare occasions where I actually need to talk to a teller I go in to this Citi branch. While I'm dealing with the teller, ANOTHER Citi employee walks right up and asks if I have any friends who want to open checking accounts there! I expect such disregard for manners and privacy from, say, panhandlers...but bank employees? It's beyond ridiculous. read more

We had a number of issues opening our accounts a few years back. (1) They put a credit line on the checking account, after we told them we didn't want one (we were house shopping and it resulted in a "ping" on our credit). Secondly one account that we indicated we wanted to be a joint account was apparently opened as an individual account. It took us a couple years to uncover this. Citi made good on all these issues, but it took a while to unravel. Additionally, they keep calling us about REFINANCING a mortgage. Each time, I explain that we ARE RENTERS. Finally I got so mad, I demanded they take us off their call list. read more

No, you cannot ask me how much I have in my Roth, just to satisfy your curiosity. Maybe, just maybe, if we had a nice long chat, but the conversation preceding that question did not make me comfortable enough to disclose that kind of personal information in the middle of the open floor. Then I was told (in a joking manner, I think) that I was too young to have a Roth. Ummm...what??! Maybe she was just trying to get me to loosen up because I tend to be just straight-business talk in stores, but..seriously, I may look young, but I simply didn't appreciate that comment. If anything, young people should be encouraged to start planning early. Not professional; not how I want to be treated at my local bank. I've had exponentially better experiences at the branch on El Camino. I've gone to both branches over the past 5-6 years. Unless you are desperate, go to the El Camino branch. Every now and then I give into laziness and go to this one because the location is much more convenient, but now I'll only do that if I have to use the ATMs. Maybe a deposit too. But absolutely nothing else. read more

THIS CITIBANK IS GOING DOWN THE DRAIN!! THE NEW MANAGER AMY IS THE BIGGEST BITCH EVER! I have been coming to this bank for years. I knew the other two branch managers Joe and Jamel. Real nice genuine people. I can tell this new manager is ruining peoples lives there.I walked in last week and I saw the two managers Tracy and Amy and a personal banker in the office yelling. I couldn't believe it. I walked out because it was so uncomfterable. I feel sorry for all the employees seem to be forced to talk like robots and they seem miserable. As far as service from them its great cannot complain ever they know my name and always smile. I am planning to close my accounts because they love to charge fees even if you changed your package. read more

This is THE WORST Citibank branch. I've been a Citi customer for over a decade and have visited several branches over the years and this is the worst one. Just visited the branch during normal business hour, but was told they had no teller available for the next 20 minutes. Why do they bother having a branch location (albeit an extremely expansive real estate location in downtown Palo Alto)? The service they provide is sub-par. read more

This bank is really appalling when it comes to customer service. The people who run it seem only interested in obeying the rules not in assisting the customers. I was misinformed by one of them about how to close an account and they have been most unhelpful since and failed to admit it was their fault. They seem to have forgotten the basic mantra of American business that the customer comes first. In this case, it is the bank and its rigid rules that come first. Avoid if you want a pleasanter experience read more

Terrible terrible experience here!! Senior banker names GEAN LU should find a new career instead of helping clients. She needs a job where she does not interact with people. Maybe a dishwasher so that way she cant be so rude and lie to people about situations. I waited for 15 mins in the lobby after she told me I needed to wait for the manager to get approval to help me with my account. She was so rude in telling me to sit down and wait till shes done. I was expecting a "I'm sorry for the delay, but we will be with you in a couple minutes", none of that. She had me wait there for 15 mins without even coming over and giving us an update. I got fed up and went to the teller asked for the manager. The teller then told me that that manager is off. WTF!!! So this GEAN LU had me wait there for nothing. Luckily I got up and asked myself instead of waiting or else who knows how long I would have waited and only to find out the manager is off when she told me to wait for the manager..Terrible customer service with this GEAN LU. Please if anyone else has bad experience with her report her...She needs to have a job where she cant be rude to people and make people have a bad day.......GEAN LU you suck! read more

Been a Citibank customer for 10 years and this branch managed to pull off something that wasn't possible before- convinced me to close my account for good and move on to Chase. Very bad customer experience, and don't be fooled into thinking that the prime real estate this branch is in is going to add some sheen. read more

Ok, so to make something clear: right this minute, I'm not exactly loving Citibank... I've banked with them since 1995, and as of late, they have been screwing up one thing after another. The branch on Castro Street set some wrong expectations, didn't link my accounts like I wanted, charged me needless fees that I had to spend too many minutes of my life getting reversed, etc. But to give credit where it's due, I have to tip my hat to the customer service (specifically the manager, Jamel) at this branch. Despite the fact that I do not bank with this branch... I just wandered in after meeting a friend in the area, my concerns were addressed in a patient & courteous manner, immediate action was taken wherever possible, and while I'm not 100% happy with Citi's policies in some situations, Jamel worked things out enough for me that I didn't walk away that day with a closed account, and a check for the full amount in my pocket, en route to the closest competitor. Citi needs more employees like these, to bring folks' (possibly very accurate) impression of their services out of the dredges! read more

Virtually impossible to reach a branch employee even if (as here) they had requested that I "phone ahead" before I walked in the branch to make a specialized withdrawal. It took a long time to get a live person at the 800 number. It then a long time to transfer me to a branch employee, who was apparently talking to me through his cell phone. The cell connection, which was terrible from the start, broke before we concluded our transaction. So I'm headed to the branch with no "phone ahead." Shame on me for not asking for a direct dial number when I was asked to "phone ahead." Actually, shame on me for not using First Republic, come to think of it. read more

I used to be a happy customer. I have a business account that I opened there. I had a wonderfull contact at the office that answered his phone, took care of items and the like. Well, he was laid off. The 650-327-2250 number is useless, as you only get 5 choices of automated help. After several frustrating calls to the call center (very polite, but it takes the script driven zombies 40 seconds to say yes or no), I did get a phone number of someone who could help. While the new person may be good (time will tell), the fact that it took 3 different calls to get something simple done isn't encouraging. read more

I went into the el Camino branch to take out some cash on a Friday afternoon and was served by a woman who asked to see my debit card and after I passed it to her she wanted my other new debit card that I had not bothered activating. I gave them both to her and in 5 minutes she managed to block both cards and leave me without a working debit card of any kind - new or old! When I mentioned that I had just come in for cash and she had no right to do this she ran to the manager who came out from behind the weird glass and started to apologize promising a new card Monday morning. I have not received a card. They are all incompetent.:( read more

I have just paid my account ending **** in full because after months of being told to call back the forbearance dept to see if there is something available (a reduced payment plan) during my time of financial hardship, I have been told there is nothing anyone can do. I will be sent to collections.The 1000.00 I just gave your company will prevent my daughter from getting new school clothes. I am so saddened by the way I have been treated by your company. I have also been told that since I broke my 'once in a lifetime' payment arrangement the summer my Mom and best friend was shriveling and decomposing before eyes, i can never have another one. The image of my mother dying is all I can remember from that summer. Please take pity on my family and I and refund the late fees for account **** you have assessed over the past year since I received a reduction in pay. Please? read more

Several days ago, I went into the branch to put a stop on a monthly automatic withdrawal. First, the manager said that I could not do this. According to her, I have to tell the recipient of the money to put a stop on this transaction. When I then told her that the RWC branch was able to put a stop on two different auto-withdrawals for other payments, she looked into it and found the link online... THe stop was made, supposedly. Now I see that the withdrawal happened anyways. There is no way I can contact this manager other than going into the branch. No branch phone numbers are listed. And trying to get my money back is going to be another challenge. PA Univ. Ave. is not my branch, but the few times I have gone in, I have been very annoyed. read more

Horrible customer service, doesn't follow up or follow through. ordered a debit card at the branch, and it never showed up. went back a few times and always blew me off to keep waiting or start process over and wait another 2 wks. finally was offered the fast card next day delivery option and promised ups tracking number morning of. personal banker doesn't even let me know it was ordered successfully or not, had to call in myself to ask. next day; no emails no phone calls with tracking number. when i call the branch, found out banker isn't even coming in until later in the day. The lady covering wasnt able to find the number either. so should i wait all day by the door to make sure i can sign for debit card? no, i think best thing to do is close this account. read more

I needed a bank account opened and Jean helped me. She was not a very good at communication and following up. I was told had to verify my business address (new regulations) even though I opened up a previous account for the same business. The letter didn't come in about a week. Then, I was told I have money in the account but no checks. She then said she'd order checks. Over a week (1 week and 3 days) passes and I called her today to follow up. She said she ordered checks a few days ago. I asked to verify exactly when and she wouldn't give me an answer, stating they are ordered through a third party vendor, so she can't determine that. What!?. Then, she stated I can order a cashier's check when before she said we can;t do that. What BS. I thought Citibank had more competent people, especially at downtown Palo Alto. Wow. read more