Jonathan Lee is and the rest of the incompetent staff this location are not worth wasting your time. Please open an account elsewhere. Other reviews are accurate. They don't even know how to open an account. They make you set up an appointment with an "expert" and they cannot even make an apppointment and send you back because of double booking. Very irresponsible, incompetent, unapologetic and no regard for people's time. read more

Billy Nguyen was extremely helpful. Really appreciated how he walked through the card unlocking procedure with me and helped me set a new account, as well as many other account logistics. read more

The slowest Citibank I've been to. Even if you're the next one in line, expect to wait at least 15 minutes, maybe longer. It's aways frustrating to go to this one, but it is conveniently located across from a large shopping center. As it is, I've been the next person in line for over 10 minutes. There is only 1 teller at 2:30PM on a Tuesday. Better customer service is needed! read more

Why Citi bank hire incompetent worker to drive All customers away??? When I opened a new promotion account talking to Jammie, she presented the worst CS with untrustworthy, condescending, yet masqueraded-authority type which is very repelling, I stood up refusing dealing with this toxic Jammie. Ask her questions, she failed to comprehend questions but feeding you with her pre scripted fake, irrelevant answers to make sure her dis-service satisfying her egos. Second time Interaction on the call, it's the same way going nowhere. Your disatisfaction is her vampiric food. I said she is a robot that I really don't want to ruin my day talking to her. She answered That she felt the same way. I went to branch asking to contact branch manager Ann Choi, Jamie again intercepted after I said she repeated failed to comprehend the question and gave irrelevant answers. She abusively and habitually threaten to call security on me. This toxic Jammie is obviously in abusing customer in her incompetence and interference in commerce. read more

I've had a Citibank credit card for over 30 years. Because they had great fraud protection. Well not any more. They said I had fraudulent activity on one of my 2 cards. I called in. They could not verify my account unless I gave them my bank account number. I told them no. If you need this cancel my card then do it. So they canceled not 1 but both my cards. Goodbye Citibank read more

Went to the brach at 10am right when they opened. Greeted and got helped by the staff immediately. The staff was straightforward and helped with my banking needs quickly. Overall a good experience for me. read more

Pretty ridiculous when there is 1 teller and many people in line and the excuse is everyone is on lunch. There are other employees around that should try to help. read more

HORRIBLE customer service! Granted our situation was "unique" to say the least however their policies and lack of flexibility left me knowing without a doubt I will NEVER put a dime into this establishment. My husband has been out of work for some time and since there was no $$ coming he had closed all his bank accounts (with another bank). We needed $$ to pay bills and make ends meet so he cashed out a large some from his 401k. The check was drawn on Citibank so we were told that we could take the check to Citibank and request that a cashiers check be made in my name so that I could then take it to my Credit Union for deposit. Well ... apparently since we don't have an account there, the we not willing to cash the check due to the large amount. IT'S THERE CHECK!!! The only way they would allow us to get the money was to open a account and deposit it there and then take it out the close the account. However since they knew that would be our plan, they refused to even let us do that. They then told me that my bank (husband is not attached to these for personal reasons) should have no problem cashing it since I had a long history with them. But my bank couldn't do this because the check was not drawn from them. They said it was very strainge for Citibank to be so resistant. It was all around STUPID! So ... we walked to Wells Fargo, opened an account for free, deposited the check and which will clear on Saturday, I will get a cashiers check and close the account all of this with Wells Fargo's full backing! No Charge .. NO BS. Who would have thought it would have been such a headache to get your own $$!! read more

Choosing Michelle Bui (NMLS ID: 332553) as mortgage loan agent is the worst decision I've ever made in my life. She's incapable of her work and it took us 294 emails, 48 days, 2000 dollars late penalty, countless phone calls and sleepless nights to finally close our loan. As a loan agent, she's incapable of her work and with bad working attitude. What a treasure to have in citi bank! She has no idea what documents that we need to prepare for the underwriter and that's the main reason we're going back and forth several times which eventually leads to the delay of our loan. I understand that loan is complicated because it's different from case to case but doesn't that the reason we need loan agent to help educate us on why the bank needs certain documents to approve our loan?! If we know that ourselves, why are we paying you to gather our materials?! Besides that, there are a few documents that she has asked us for more than once... I cannot imagine how she organize the previous documents that we sent her, but it must be a mess... There are only less than 30 documents needed, and she still can't sort them out to find the thing she need, how impressive! When we asked her why she kept asking us to send her the same documents, she said that it was because her assistant was on vacation so she can't find the previous documents. If she can't work without her assistant, why don't we just fire her and hire her assistant instead?! Besides her incapability in her job, what annoys me more is her working attitude. She doesn't even try to pretend that she cares about her job. Someone has mentioned in the reviews below that when you call her, she will just say that she's busy and she will call you back and she will never return the phone call after that. When our loan was delayed, we tried to call her to ask about the status, what we can get is " I DON'T KNOW". There's no estimated timeline, no solutions, no plans to get the process speed up, only the FUCKING I DON'T KNOW! A FUCKING AI can do better than this!!! If you ask further, she'll cc her manager and her manager's manager in the email and say that they can deal with it and I should stop asking her. I honestly don't know why citi doesn't fire her because obviously what she can bring to the bank is angry customers and 1-star reviews. Don't hire her as your loan agent. I wish I've read the previous yelp review about her before I decided to hire her. Please read this review and the other review complaining about the similar things about her on yelp and think carefully before you decided to get loan from citi bank. read more

I love Citibank and have an account with them. This review is regarding a mortgage loan with Michelle Bui as the loan officer. Her service was/is unprofessional and unacceptable. She rarely responded to emails or phone calls and was close to none on giving any updates. When she answered the phone, it was always short and then promised to call back but we got nothing or always the same answer: waiting for the underwriting. Her lack of motivation to do her job makes us wonder if she doesn't get any commissions from the loan. If this is the case, the upper management should keep a better track of these loan progresses. She asked for a week extension and now it turns into more than 2 weeks and the last few times was "waiting for RISK review." We don't even know what it means. She never once explained to us what is going on and showed no sign of effort. Even if it's not under her control, since the loan was her responsibility, she should at least find out the information and update us of what's going on. And she never once apologized for what's happening. "I am sorry" is a powerful way to make people feel better and have more patience on unforeseen issues. We are now back in square one and will have to find another lender. This costs the sellers so much time and money and buyer so much effort. If you need a mortgage loan, based on this experience, don't go with Citibank doesn't matter how low of the rate they promise you. Such a sad experience since I love Citibank customer service at the East Bay branch. I am planning to bring up this issue to her management team in hope that they will improve their services to prevent losing customers. read more

I went there on Saturday to open a checking and saving account. I had to wait for more than half an hour. After i was called by a lady with last name Lee, she was not even aware about their products. No options were given and she wanted me to tell what kind of checking account we need. Horrible service. Citi Bank you disappointed me. After i went to chase bank across the road and i was greatly entertained, giving me all the options and account was opened in 40 min. All quick and well explained. read more

Awful branch. Manager miss Choy takes zero pride in her branch. Called with a concern and have yet to receive a return call from her. The employees act like its your pleasure to bank there. Frankly when this COVID virus is over I'm pulling all my money out and bringing over to Chase. Looking at the dissatisfied customers, I'm not quite sure why Citibank wouldn't fire Miss Choy for her low performance, apparently they have low standards for this branch. read more

Horrible customer service. I went into this branch and requested they print and provide copies of 'some' past statements. I attempted to view/print statements online prior to going to branch however, this option was unavailable. Teller informed me they could not print out statements(REALLY!) and would have to order them. In addition, I would have to pay $5 for each copy. Extremely absurd and ridiculous! read more

I came to this branch some time ago because my main Citi account was put on a security lockout. It somehow got compromised. Citi would not allow me to get to my own money. I therefore went to this branch in Saratoga simply to get help. They said they would look into what happened but in the process took my original ATM card. In the meantime they assigned me to a manager with the single minded goal of convincing me to open a new account at her branch. My account was opened in New York City and due to the messy banking rules and the archaic nature of Citi's policies, you can't link a New York Citibank account to a California Citibank account. So anyway, like an idiot, I agreed to open an account there and it was the standard BS...free checking if you maintain some minimum balance etc. I used this account for a little while but then moved to using my original account once the security breach was sorted out. So it turns out the minimum balance was quite high and I have been getting charged $10 a month which is absolutely ridiculous these days. It also turns out I overdrafted to around $200. Some division of Citi's monstrous organization in collections called me to "collect" which I found very offensive. Also, she tells me my checking account shows negative 81 cents and gave me a number to call to settle that. I told her I was happy to pay her the damn 81 cents and she tells me she can't handle that transaction! I HATE CITIBANK! My business is with Citi and my personal accounts are with Citi. I will be closing them all (including the NYC account) and moving to a new Bank asap. read more

My business has the primary account with Citi bank since 2011. The branch is closest and we often goes there to do banking stuff. The banker is extremely company policy focus and extremely NOT customer oriented. First if there is any insufficient amount charge, it's extremely hard for them to waive. Second, we have over 1 million dollar transaction, but we still can not get any fund available before the system show date. I talked to Ann, current branch manager. All she said is that this is citi bank policy I am sorry. We are considering not use Citi bank. read more

I've been coming to this bank branch for 10+ years, and I've always been treated with excellent service here. In particular, Diane is the most professional and courteous customer service associate I have ever met. I was really impressed by how helpful and positive she is. The only reason why this isn't a 5 star review is because one time they did not transfer money per my request when I opened a CD. Lesson learned: always ask for a receipt showing proof of what you ask for. Nevertheless, they fixed the problem and also gave me the interest owed me (only a few cents and not what I was really after). read more

Update 05/12 - Second appraisal report came in as promised by appraisal company on 05/06. Now comes one more twist. After appraisal came in, I have asked what's the ETA. They tell me it's with QA, it should take 2-3 days & we should send it to underwriter. 05/07 - they say appraisal is released & I asked when it would be released to underwriter for final approval for which they reply "submitted for review & will get the loan out of CITI ASAP". Manager (Amanda - NMLS ID - 722667) promised such thing. 05/11 - Pinged for updates.. no response 05/12 - pinged for updates.. responded in the night saying they are still waiting for appraisal to be reviewed ! Hope these guys are serious. Even after Manager is looped in, no signs of loan closure. Time & again, dodging the answers without providing the actual answers. This whole thing is based off on false promises! They submit the case to CITI complaints team & they say it's normal and promises to finish on time.. But nothing moved form that date.. And the lady doesn't pick up calls after the first call. I should have expected this is the new normal for them. But my bad.. I had too much hopes on CITI ! Today marks the 90th day in the refinance process. It just shows CITI's & these lenders inability to complete the loan. Adding to it, I have added this review to ZIllow on Amanda's profile & they have so much connections that Zillow prompted me saying I wrote a review on an incorrect profile. How can people think we wont match the NMLS ID. Very very shady practices. Update -04/30 - second appraisal that was done on 4/22 & no signs of movement on the loan. Very stressful environment these guys create. Latest ETA for any update is 05/06. They dont have the decency to rush the second appraisal by paying extra fees even after their mess up had the first appraisal shot down. Following up everyday & she doesn't answer. Looped in her manager Amanda Ly & she is trending in the same way - Day after day - NO updates ! Strongly avoid these guys ! This is regarding Michelle Bui (NMLS ID: 332553) mortgage lending officer. Avoid processing any loans with her. Please avoid her at any cost. We started the refinance process in February 2020 and I'm still waiting to close my loan (Apr.18 2020) - Promises a rate on email/SMS - Never sends out a loan estimate. Have to reach out multiple times to get that things. Guess what, that loan estimate doesn't have all the details she lists in the email - Appraisal - As I raised concerns regarding COVID, she said her management has decided to go with external only appraisal & asked me to **work** with appraiser saying lender is asking such way. I have insisted her to get me an email proof saying such but she skipped it saying I'll get it in a day or two. I went ahead & asked the appraiser if it is possible & he did the same as I requested. Now, the underwriter has shot down the appraisal & I have to re-do the appraisal again. Now pushing the loan closure till June.2020. - Initially she responds timely but as you get stuck in the process.. she never communicates well and doesn't respond timely. - Chose citi initially since their rate was better & my rate lock at other lenders have expired now due to so much lengthy processing both due to CITI & Michelle. Now all the rates have went up atleast by 1%. - Very shady since she says different things differently on SMS/email/loan estimate. It's just a waste of time to deal with her in your refinancing needs. read more

Full disclosure: I don't have an account with them, I only go there for frequent deposit to a friend's account. Always in and out in 3-4 mins. Very friendly and dogs allowed :) read more

It's noon, may be a dozen persons would like to use the lunch break for some bank businesses. One clerk is there to help out the customers. She did great but of course it takes for ever to serve all of us. It's not the first time that this happened. It seems that the other clerks have better things to do over noon when customers have time to come to the bank. So sad! read more

THESE GUYS ARE CROOKS WHO SNEAKILY STEAL YOUR MONEY FROM YOUR ACCOUNT, SAY THEY MADE A MISTAKE, BUT WON'T GIVE IT BACK!!!! I opened my checking account year ago as a student account. I was never supposed to be charged a ridiculous $10 a month fee just to have a checking account. Somehow, someone changed my account type to a non-student account and I started being charged $10 a month. By the time I noticed this, I was told there was around $100 in these fees. Since this was their fault, I asked them to reverse the fees, but they would only reverse $20! So basically they think they have the right to make a huge mistake, charge me money and then say" Whoops! Our bad! But...we're not giving you your money back". Honestly, this type of thing is frankly, a crime. Citibank steals from it's customers. read more

Update many months later. After reading my original review I realize it's actually too nice. We were treated poorly by several of their employees. We got different answers from everybody and nobody acted like they wanted to help us. I got the feeling from all of my contact with Citibank that they try to put up a wall between you and them. We paid off the mortgage and took out a line of credit at our local Bank of the West. They have always been very nice to us and we now have no mortgage and no stupid bankers to deal with. read more

My 85 year old, very with it mom has been going here for years and Friday she went in with a check book question; met with a teller L.Nguyen and after this teller made cracks about her being too old to handle her check book, my mom told her she was a widow that had been handling her finances for 37 years and she was not too old... the teller reached over touched her wedding ring, and said "then what are you wearing that for"... Appalling! I would never bank at this branch and will be working with my Mom to move her investments... read more

This bank's worker, Micheal Tongohan is very kind! I went to severl different citi banks near hear because my debit card has an issue, but nobody help me to solve that problem cuz I'm not really good at understanding listen on the phone. Micheal solved that problem in one time! Even I felt comfortable until he finished my problem. He did it quickly and efficiently. He is really nice and kind! read more

Citi shouldn't be in business if the continue the way they operate their mortgage business today. I was trying to get a mortgage from this bank, and the process dragged on and on for almost 6 month now and finally deals break apart. My damage from this mistake (my mistake was choosing citi) is that housing price went up 100K during this period of time. With a lot of frustration in my mind, I ask a friend who is in the industry. He told me it is likely that they don't have money to loan out, so they take the business, ask you to pay appraisal to lock you up, then they just wait and wait, until one day the rate gets lower in the open market, then they lock you in and start work on your stuff. If rate never drops after your initial "lock" your loan will NEVER be processed ----until you are sick and tired of it and leave the "deal" yourself. ---I don't know if I should believe him but it is a sure way of making money off your customers. What kind of people is leading and managing citibank in the past two years of so? Do they really know how much of a good brand has been totally wasted? read more

I used to have accounts everywhere, until I started banking with Citi I never really trusted my bank. The staff at this branch has always been super helpful and Citibank really does look out for my best financial interests. I highly recommend them! read more

Please don't bank at the Citi Bank in El Paseo Shopping Center!!! My parents have two accounts there and live in Nicaragua after retiring. We have been having problems with them not getting current information from my parents and send threatening letters saying that they will block all accounts if they don't send the information they requested. If you want something then put it on the letter you sent!!! Why don't they call their customers to let them know what they need? I don't know if it came from the main office or if she knew that they needed it. Frustrating for my parents to have to FED EX things to them and spend extra money for information they could've asked for when they were in the states. when I contacted the person in charge of my parents account, she talked over me. If you would just let someone talk it would make for a peaceful conversation....no...just frustrated me. If she is a professional act like it. People move their accounts due to people like her. My rating...-10!!!! read more

I am quite disappointed at how bad this location is keeping their promises. We made an appointment to discuss our account options at XX:XX. However, they kept making us waiting for almost 30 minutes passing our schedule time. I totally understand that they are short staffed with lots of clients, but you guys maybe have told us ahead of time. Unpleasant experience but I still have to choose this location due to fact that it is the closest one to where I live. :( read more

If I could give them ZERO stars I would. Citibank as a whole is awful. We have banked with them for years for both personal and business accounts and have finally had enough. Recently I deposited a check from our business account to a personal account (both Citi accounts) and they refused to make the funds available right away! When I asked the teller why, she did a lot of clicking around only to have to call over a supervisor. I explained to the supervisor that I do this all the time and there is never an issue with the funds being available. She also did some clicking around and I kid you not her response was "Yah, I am not sure why this is happening, it has been happening a lot today". Followed by a blank stare. This made no sense and she clearly could not think with it. I mean, I could have withdrawn the funds right there at the counter, gotten cash, then just deposited them back in to the other account - they are both Citi accounts! When I called the 800 number to inquire about the hold they said they needed to verify me first. They asked me a series of questions and told me I could not be verified. I escalated to a supervisor and the same thing happened. Later, when I went into the bank to get this and other issues worked out the rep at the bank said that my personal info had been swapped around so my mothers maiden name was under favorite vacation spot and my favorite vacation spot was my mothers name!!! Seriously!? They also CONSTANTLY block debit card use for the most random, nonsensical reasons. I would use my ATM card at a local gas station I frequent and they would block the car, no warning message - card just stopped working! We also had an issue recently where we were sent new ATM cards with the chip. They forced us to change the user name for online access for our business account. No big deal, right? Well it ended up being a huge deal! Generating the new username DELETED ALL our payee and bill pay history!!!!! Gone and confirmed we can never get back. We also have an auto pay that we can NOT delete or edit and they are telling us the only way to get that out of the system is to close the account and then reopen it! WHAT!!! Much more has occurred, this is just a taste but this was the last straw so we have withdrawn all funds from one account and are moving somewhere else. All of our other accounts will be closed as soon as we work out a solution and get things moved over. This bank is a joke and honestly I wouldn't be surprised if they were acquired by another bank or went under. Their business practices make no sense and working with them is SO frustrating. read more

If I can give bank a zero or less than that, i will. Ann Choi, one of the associate there is the worst person to deal with. Her customer service skills is so lacking that she never lets a customer even speak. My sister cashes out checks here for 4 times already, all the time there was never a problem until she was the one in the counter. She says that she needs an ID with her address on it. The check is under her name, and she showed her passport already since she's not a resident here, plus we've done it 4 times already, what is the problem? She said their procedure changes all the time. I don't think thats the real reason. She is just unprofessional and cannot let her personal feelings of hate because my sister is not a resident of this country (and way prettier than her). We went to another citibank and their was not a problem at all. The lady even wants to open an account for my sister using her drivers license from her country of origin. It's just very poor customer service for this bank and i hope they close this establishment already or train all their employees how to handle situations and not let their personal feelings compromise their professional responsibility to their customers. One word of advice to them. LISTEN. Listen to you customers, and stop yapping. Never coming back again, this branch is a big joke, stay away and go to the one by Hamilton Ave by Safeway, they have friendly staff, listens, and truly cares. read more

would give no star if i could. this is for the whole citi bank company. i was a victim of a scam and citi bank froze my account and told me i had to pay back the money even though i have a police report. THEY DO NOT CARE ABOUT THEIR CUSTOMERS!!!!!!!!!!!!!!!! I am going to get a new bank account somewhere else and tell all my friends and family NOT TO bank with citi!!!!!!!!!! worst customer service ever!!!!!!!!!!!!!!!!!!!!!!!! read more