Citi, Queens NY

The security approached me while waiting in the lobby for a ride and told me i had to leave. I informed them my ride is on the way and they said go wait for them outside. It is currently 35° and hailing and building management refuses to allow people to wait inside to avoid getting sick. Very inhumane and sad.

They did a hard inquiry on my credit report and I did not authorize this when i call i cannot be connected to a person to help me handle this. They caused my score to drop 20 points! Unbelievable!

Disabled customer “recipient of poor Citi Bank’s customer service skills for 2 consecutive days”.

03/19/2021 I took my disabled mother who suffers from mobility issues caused by (bilateral hip implants and lumbar scoliosis whom currently is also under my care) to cash her stimulus check (issued on 01/06/21) to the closest Citi Bank branch located at (1 Court Square Long Island City, NY 11120).

An “assigned financial assistant agent” was supposed to assist us through the process of opening such account.

Surprisingly after she was “thoroughly explained” of our purpose to open such account by using the funds on the stimulus check and after presenting all the online documents advised to bring with us as well; she proceeded to request extra supporting documents for a (proof of address by a Federal Agency).

Although we new that it was an extra effort being put on my mother’s disability to come back and get the requested proof of address, we agreed to her request to bring back proof of address by a Federal Agency).

Prior leaving the branch was asked her “for a second time” if this was the only missing requirement to process the opening of the account to which she positively gave us a “yes” response.

Later that day we came back with the document the agent requested “an extra document” -original social security card-.

She “now expressed” that without the new requested document she could not proceed to open the account and to simply come back when we had it just to show it physically to her as this new step would complete the process of opening the checking account due to the fact that we had already presented to her the rest of the documents and there was no need to bring them again.

During our 3rd.visit to the branch 03/20/2021 to comply with the agent’s last step to “show physically the original social security card requested” in order to proceed to finalize the process on the account opening; without honoring her word and not showing any remorse to all the effort that she had put my mother through “she asked to see again the proof of address shown to her the day before”.

This lack of focusing on the attention, careless and disorganized way of assisting customers in need of complying at once with all the necessary paper work; only showed (a discriminatory behavior to my mother’s disability as well as to all my mother’s effort invested in complying with the bank’s requirement).

As a result based on the agent’s customer skills provided; only proved that this whole process was a big disorganize messy game to her waisting customer’s time.

This unprofessional careless attitude that the assigned agent continued to provide us for two consecutive days (03/19/2021 and 03/20/2021) was the straw that broke the camels back and forced us to give up on our intent to open the account.

Prior leaving the branch we requested to have the chance to express our experienced discontentment to the manager whom was nowhere to be found and apparently feels comfortable leaving the branch to be in hands of people’s poor service skills.

It is extremely disappointing to personally learn how Citi Bank management does not care about the kind of customer care level that is being currently given and pushes away potential customers by not showing empathy and respect to clients’ needs (specially to the ones with disabilities).

As a kind reminder to the Citi Bank Group, “don’t underestimate this type of incidents or ignore the way you are responding to financial community’s needs; the message that you are clearly sending across is of poor service standards by the lack of common sense service skills and general principles that need to be applied when interacting with all customers especially the ones with disabilities”.

You urgently need to try to work on respect to customer’s business brought to you by displaying welcoming attitude, courtesy, patience and desire to help.