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Citibank, N. A. Reviews & Ratings

Citibank, N. A.
1.9
7 Reviews
29%
recommend
NMLS # 412915
  • Professionalism
    2.1
  • Knowledge
    2.1
  • Responsiveness
    1.9
  • Level of Service
    1.9
  • 5 out of 7 rates honored.
    71%
Citibank is an advertiser. Citibank provides information about mortgages rates, home refinancing & loan products. Mortgage representatives are available to help 8 AM to 10 PM ET & Sat: 9 AM to 7 PM ET more
  • You can take advantage of low rates with two offers from Citibank!
  • Refinancing? Get 1/8 off rate plus $1000 off closing costs.
  • Buying? It is easy with NO COST SureStart® mortgage pre-approval & $1500 On-Time Closing Guarantee.
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Consumer Reviews
  • Professionalism
    5
  • Knowledge
    5
  • Responsiveness
    5
  • Level of Service
    5
Yes
Yes
By KD128
Reviewed on: Wednesday, April 29, 2015
DO NOT WASTE YOUR TIME AND MONEY
  • Professionalism
    1
  • Knowledge
    1
  • Responsiveness
    1
  • Level of Service
    1
No
No
This has been the worst experience I have ever had with a banking institution. Documentation was horrible and took forever. I own my own business and they were looking for anyway to get out of this refinance. They lost documentation, got my income and credit report information wrong, even though I could prove that they were incorrect. DO NOT WASTE YOUR TIME. more
By Alex D (Boca Raton, FL, United States)
Reviewed on: Sunday, April 26, 2015
Official reply from Citibank, N. A.
I am very sorry to see we did not meet your expectations during your loan application process. I’d like to get a few more details from you so we can do better. Please send me an email at customer.help@citi.com referencing your Bankrate review. Please include your full name, telephone number, and the best time of day for me to try calling you. Please do not include any account or application numbers in your email.
Regards,
Maryrose M
Good Rate, long process
  • Professionalism
    2
  • Knowledge
    1
  • Responsiveness
    3
  • Level of Service
    2
Yes
Yes
Overall their rate was very good, however, the process was very tedious. I've read other reviews that said it could take months to close so I made sure I was on top of it. I started the process in early January and finished by mid February, however, every time they asked for a document I provided it within a day or so and contacted my loan officer shortly afterwards to make sure they got it and are reviewing it. They asked for a painful number of documents throughout the process, much more than other lenders I have worked with. Also they were very particular on their documents, for example: they asked for rent verification and I supplied the pay statements, but that was not sufficient, they wanted a void check (which I couldn't supply since I pay online through ACH...) The day before closing they still didn't have the documents finalized. They were working on the final HUD statements and correct escrow amounts, etc. I had to call the title company and Citi and get them talking so they can have the closing documents ready and for me to review. Overall it was a painful process, but at least they honored their rate and it was a good rate. more
By Paul S
Reviewed on: Tuesday, March 31, 2015
Official reply from Citibank, N. A.
Hello Paul S., I am sorry to see this happened. I would like to speak with you to get more details about how we can try to help! Please email me at customer.help@citi.com with some additional details about what happened. Please include your name, telephone number, best time for me to try to reach you, and the property address involved.
I look forward to working with you,
Joe C.
DO NOT REFINANCE with CITIBANK !
  • Professionalism
    1
  • Knowledge
    1
  • Responsiveness
    1
  • Level of Service
    1
No
No
If there was a 0 rating I would gladly give this bank none ! They do not even deserve a 1 star rating here at BankRate for the worst customer service! I have tried to refinance my loan with them, It took them more than a month just to let me know we were denied with our application.Our loan officer and mortgage loan coordinator are both difficult to contact for updates. Whenever I tried calling them they will not answer their phone calls and goes to their voice mail all the time and will not return my phone calls right away. The worst is the waiting game, They don't take the initiative to call me for updates on my application, I had to call them all the time ! Then my last conversation with my loan officer was a blunt "your denied" and just reapply after 2 years! more
By GRACE (Orange, CA, United States)
Reviewed on: Sunday, March 29, 2015
Official reply from Citibank, N. A.
Thank you for taking the time to write about your experience with Citibank. I am sorry we did not meet your expectations and would like the opportunity to try turning it around with you. I will need some additional details to try to do so. Please email me at customer.help@citi.com with some additional details about what happened. Please include your name, telephone number, best time for me to try to reach you, and the property address involved. Please also reference your review from Bankrate in your email.
I look forward to working with you,
Al H.
My Refi Took Forever and I was Frustrated
  • Professionalism
    2
  • Knowledge
    2
  • Responsiveness
    1
  • Level of Service
    2
Yes
No
I agree with the other reviewer. My refi took 3-4 months, they made me jump through many hoops with documentation. It was the worst refi experience I've ever had. more
By nthi288 (Hayward, CA)
Reviewed on: Thursday, March 19, 2015
Official reply from Citibank, N. A.
I’m very concerned about the situation you have mentioned. We would like to speak to you and get more information. Please send an email including your phone number and best time to call to customer.help@citi.com. Please reference Bankrate in your email. For security, do not include account numbers in your email. We’d like to try and help. Thanks for letting us know.
Regards,
Al H.
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