Citibank

My college son and I stopped in this branch of Citibank to take care of several items. We met with Cesar who offered his professional advice, expert assistance and helpful product knowledge. He took his time and fully answered all of our questions making our Citi experience very positive.

Recently, at the suggestion of a teller, I sought the assistance of a few personal bankers at this location. While personable, I really wish I hadn’t wasted my time.
Knowledge of products, policies, procedures and regulatory changes: C–
Responsiveness, follow up, and communication: D+
I’ve worked in customer service and financial services for most of my career; I can tell you this:
*It’s ok to say you don’t know the answer if it means you can get the customer the right answer the first time; not after you’ve over-​promised and under-​delivered.
*It’s NOT ok to fail to follow up or return calls when you say you will, especially when your customer is noticeably ticked.
Regardless of the result of their efforts, I would’ve walked away satisfied had they called me when they said they would and not had to correct much of the information I was originally provided. This level of ineptitude and ball-​dropping would have earned me probation (at best) at my job.
If it weren’t for the friendly and efficient tellers, this review would’ve been 1 star.