Citibank Customer Service Experience.

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Citibank Australia

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  rickb on 06/01/2014 - 17:31

  +1

  From a perspective of an ANZ customer of 15+ plus years and just came across to Citibank in December, their customer service is poor and quite outdated. This applies to their local office in Melbourne, as well as their call centres. Thankfully I am used to self-care portals to do most of my banking.

  The logistics of setting up the Citibank Plus account and the Visa card reminds me of how bank accounts were set up 30 years ago. Despite organising the accounts online, I had to go to their office with copies of my passport and Medicare card. I won't bore you with the amount of trouble that caused. Basic features that I had assumed was common place, like joint accounts, do not exist. You can only change the PIN number of which ever card you got first. I got the debit card prior to the credit card, so I cant change the PIN number of the credit card. Don't get me started on their online banking facility and device apps.

  Front of house issues aside, there is no bank that is going to give you the best of all worlds. Each have negatives that you have to live with. The Citibank Plus account and free for life Visa Signature card have many positives. I recently helped a friend set up a CBA and Bankwest account and I was extremely impressed with their online banking sites and applications, however their fees for certain things that interest me are high.

  I'm going to give it some time to settle down before I make up my mind but I forsee setting up a CBA account for my day-to-day banking and having Citibank on the side for my credit card purchases, overseas transfers and ATM access when I travel.

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  CyberMurning on 06/01/2014 - 19:05

  for my 6 years or so with citi credit card, i feel they are ok, yes they based in philipines and using fake australian names but they got their job done. ie sending new PIN, card replacements (notified me about the fraud), and since i have signature card, never need to wait more than 10 seconds until someone answer my call!
  currently organising something with them and one girl is calling me every week to give me update, very good actually.

  i dont use their accounts saving at all, i go with whoever give best interest ie at the moment, is ubank.

• 

  Peck on 06/01/2014 - 22:12

  I recall that setting up my Emirates Citibank Cr. Card was a nightmare a few years ago. It took about 2 months and a lot of hassles. Since then I have set up 3 more Citibank accounts. The Citibank Plus account for overseas ATM use, Citibank Signature Cr.Card for fee free for life, and the Citibank Diners Club for Free access to their airport lounges. I had to provide proof of income and id etc which seems pretty standard, but these last 3 went through ok. Because of my first experience, I am certainly nervous about their Customer Service. However I have rung them on a few occassions since, and the Filipino people are very pleasant to talk to. I cannot recall any further problems. It was interesting that on one occassion I went into a Citibank branch with a slightly complicated problem, and they gave me a telephone to ring their telephone customer service. Basically they do not handle 'problems' at their branches!

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  ethereal88 on 07/01/2014 - 06:35

  +1

  Comm bank. Forget the fees (some of which are easily avoidable), the online banking is the best currently period and the banks/branches are everywhere. You forgot to mention that Citibank is SLOW. Say you get paid on Wednesday Comm bank will get it in that day, Citibank will be Thursday, a day later guaranteed. Their back end is as slow and old as the online 1995 era banking.

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  easternbluecut on 07/01/2014 - 07:53

  +2

  I have citibank cards basically for their no fees, international uses etc. That said I agree Citibank customer service is beyond a joke. They are better to deal with online than on the phone or in person. I remember taking the trip into their main Melbourne office to set up my first account only to have the woman tell me that it had to be done online and directed me to a row of computers!

  Now that NAB have no fee accounts I tend to use them for my everyday banking.

  I was with ANZ for a while but I honestly don't understand why I should have to pay bank fees. Same goes with Commbank who are the worst when it comes to bank fees.

  Bottomline Citibank customer service make MSY's customer service look proficient, they are basically a no frills bank but (or rather because of that) their interest rates and fee policies are among the most competitive in Australia

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  postman on 07/01/2014 - 08:59

  I'd say they are the most unpredictable. I used to jump through hoops to apply for a CC but still got decline; however, my recent application for the fee free CC has been great. The CSR I talked to when activating the card was very polite and helpful, yet there are other customers who applied for the same card have had mixed experience.

• 

  cinnamon85 on 07/01/2014 - 10:19

  Ive dealt with them quite a few times on the phone and have had no problems at all. They have always been very helpful and dealt with my query. Yeah the call centre is in the Philippines? (I think) and they repeat your question to clarify what ur asking but I find the same thing with most overseas call centres I.e. optus repeat the question if you get someone from overseas as well.

  ive dealt with citibank alot on the phone and haven't had a problem. Maybe its just luck with who answers the call im not sure. Maybe ask to speak to a supervisor if u find the staff member isnt helping?

• 

  emiko on 07/01/2014 - 17:20

  Their branch staff are good, but not the office centre people.
  I applied a credit card and got declined and I had to get my credit profile etc took me many phone call and time
  at end I found out Citibank search credit profile of wrong person who has only same surname as me, but nothing else in common. address was wrong, profession was wrong.
  Hard to believe a big bank will make such silly mistake.
  so I wouldn't dare to get my home loan from them.. it probably will take forever.

• 

  niknah on 08/01/2014 - 10:07

  If the person whom you're talking to doesn't seem like they know anything, ask to be forwarded to someone else.

  I called up just yesterday. The first lady whom I spoke to didn't know much, but the 2nd lady knew quite a lot and fixed up my problem and offered more.

  She offered me this deal where you could get a zero interest balance transfer to a credit card. But I had no other credit cards with a balance so I was offered a cheque of any amount instead of a transfer. Didn't know you could do that.

  But I only deal with the bank when I set it up, when I lose my card, and when I want to close the account. So customer service isn't too important.