Citigroup Inc. 

Fees pop up out of nowhere, customer service is a maze of hold music, and their fraud protection is a joke. Feels like they care more about my money than my experience. Time to bank elsewhere. 💸🏦🙄

I noticed a CitiPlus Account had been opened without my knowledge so I rang them and I told them what had happened so they are going to sort it out for me to stop this happening to me again.

So Citibank contact email and message me today to tell me there's been suspected fraudulent activity on my account. I confirm it's fradulent. I'm told to phone them up. I wait FOR OVER ONE HOUR listening to a message saying they will be with me "shortly". When I finally speak to an operator, they tell me it will take 5-7 business days before I get a new card. I ask if that can be expedited. The operator asks me to hold - and then I get cut off! This is a new benchmark for lousy customer service.

The lies to you they tried to call you or email you. No missed calls, no emails.
They lies about their decisions. They can get an international transfer and send it back due to allegedly incorrect SWIFT code (how they got it than, hah; even you have both an outcome transfer receipt with all the correct detail and tracking confirmation that Citi got the funds).

This credit card company has now become the new unfair, worst service, most ignorant in the this group. Their new "terms of service" is anti customer and hateful toward their best long time customers.
New dispute process is horrible. Ignorant people are handling. They get it wrong every day and are ignorant to how some retail company's take advantage of their customers.
Now they have new way to charge interest on your balance that is highly beneficial to Citi and unfair to the consumer.
Citi used to be the leader and Brand standard in the industry for customer service and great customer care. Today they are one of the worst foreign run Banks. Stay away.

I have been with Citibank Australia for many years but since around 2020 their customer service has got really bad. Firstly, the quality of calls to their call centre are barely audible. Their staff are working from home due to the lockdowns (in the Philippines I think) and the phone lines are terrible. Secondly, their IT systems are really bad. It takes 3-5 times as long to do a simple transaction on either their website or their app. It is incredibly frustrating. I needed to speak to someone in Australia this week and it is almost impossible to do so. As they are in the process of being sold to NAB in Australia, I think things can (hopefully) only get better.

With spot pay, there is no way to add the card to your Google pay, so you need to write your card details down to be able to use it, and can only use it online. The payments come out randomly, not at the time of purchase. You can not make manual payments whenever you want, unless you are paying the entire balance. They take the payment days after they say they will, then it takes about a week to go through and show as paid.

Moved my home loan to Citibank. Had a good rate.

What a disgrace they are.

No Australian based staff.
Staff on the phone can not resolve issues, they all have to be actioned by other departments.

I have been trying to have a redraw executed for 2 weeks now and the bank is on a go slow.

I have formally complained to the bank.
I have submitted a complaint to AFCA for denial of access to funds
I am also making a submission to ASIC for misconduct

So the race is on to see if this can be the shortest home loan on record. Citi paid me $4K to move over, so at the end of the day I should be about $3K up when I move away.

Overall my experience with Citibank was at best average. I originally used them because I travel a lot and it was good to be able to withdraw cash internationally without fees that most banks charge. However dealing with them over the phone was a nightmare. After my credit cards were stolen two other institutions that I dealt with resolved the cancellation, sending new card and charge backs in a single call. Citibank took 3 months to finally put the money back and only after about a dozen calls from me. As a result I have closed all my accounts with Citibank.

Citibank uses a prehistoric IT Platform that cannot be updated effectively. So, recently, after conducting an update ALL of my international payees were deleted. Restoring these will take a massive amount of time: contacting them all, explaining what is needed, figuring out how to re-enter data that doesn’t easily translate to the AU website (SWIFT codes vs Routing codes etc etc). Not a word of warning, explanation or apology from Citibank.

Then discovered they have also wiped out the permission I provided for an authorised person to make enquiries on my account. Again no apology, warning or explanation. I would potentially have discovered this when I was next o/s and could not contact Citibank myself.

Finally, also discovered profile information updated in 2016 and 2018 also wiped clean and profile information from 7 years ago loaded to my profile. This would have prevented me from being identified to transact on my own account.

I’ve had to report this to AFCA and the Banking Code Compliance Monitoring Committee, because when I raised a complaint the best they would do is get someone to call me within about 3 days!! That was unbelievable.

If Citibank cannot run an IT Platform that is not chaotic, what risk is there that they are susceptible to being hacked, or to allowing fraud against a customer’s account.

Avoid this bank. They are hopelessly incompetent.