Citibank

HORRIBLE, TERRIBLE Customer Service. I would go to any other bank if given the opportunity. Here is my story: My father died 8÷29÷2015. All of his monies are in Citibank accounts which are also held in a Trust. I am the Trustee. Citibank has copies of the Trust and POA documents. Within days of his passing, I contacted the Veterans Administration and Social Security Admin to tell them to stop direct deposit to Citibank as he has passed away. Social Security and VA then notify Citibank of my father’s passing. Citibank then freezes all bank accounts because they are in a Trust. I went into this branch, spoke to the Asst Manager. I gave her the Trust and Powers of Atty. She said that Citibank will not release the Trust Assets until I produce a Death Certificate. Because of the Death Certificate shortage in CA, the waiting period is 12 weeks but could be up to 6 – 8 months (see
). I advised Citibank of this shortage and waiting period. They said there is nothing they can do. I asked if there was someone in charge with authority to hear my plight with incoming bills to pay for my father’s hospital and funeral care. They said no, sorry, we dont have anyone you can talk to. Our legal department does not talk to customers. I said how about your vice president or president. They said sorry, they won’t talk to you either. I said if a Federal Governmental agency (SSI and the VA) told you that my father has passed and you then freeze the accounts, why can’t the Trustee get access to the accounts if you believe he is dead. Citibank said they need to verify he is dead. I said if you do not know if he is dead, unblock the Trust accounts so that I can pay for the ambulance, hospital, funeral and burial expenses. Citibank said sorry, the account is frozen because we were notified by SSI and the VA that your father is dead. I said if that is your belief, then let the the Trustee have access to the Trust accounts to pay bills. Citibank said, sorry for your loss, but we cannot unfreeze the accounts until you provide us with a Death Certificate. Even though Social Security and the VA said your father has passed away, you will have to wait up to 6 – 8 months to get a Death Certificate to prove that he is dead. Meanwhile, there is no access to the Trust accounts to pay for his funeral, burial, and bills. HORRIBLE BANK. DO NOT BANK HERE. HORRIBLE CUSTOMER SERVICE. If you have a Trust at this bank, immediately pull out all of the assets and go to another bank such as Bank of America where this would never happen.

Great customer services from their manager, Gus. I have been banking here for about a year and love it. If I ever have a question or concern Gus is always able to help with it. No questions asked just works on my problem. Thank you Gustavo! Your the best.

I came to this location on Tues afternoon, not really busy time. There were only two bankers working on accounts. I had to wait for an hour and nobody came to greet me. Bad experience i’ve ever had with Citibank.

I wish there was more parking, or they would open the side door. They are all really friendly when you walk in and even remember you! I have never stood in a long line here which is always a plus!