Citibank cancelled my Costco Visa card because I did not renew my Costco membership. That's a bit common sense but they could have given me a warning before just shutting off my credit card. It had been active for months since I turned off Costco, then one day I needed to repair my car and BAM no credit card. Can we stop giving these big banks business and take our business to local banks, they advertise that they have changed but not really. read more

Moved to Los Gatos from Santa Cruz! No branches in county! Only two atms far from me.

This branch of Citibank is a complete nightmare! Incompetent and clueless about customer service. They don't deserve even one star... Today I went in to cash a check drawn on a Citi account. When I entered there were 11 people in line and only one teller open. A grumpy older man who apparently can't smile and clearly hates his job - his name was John Maling. One open teller and 7 other employees doing absolutely nothing...literally standing and sitting in all the teller chairs. So I waited... several people asked if another teller could open and were told that this was their policy. Even though 7 people were sitting staring into space. After 30 minutes I finally got to John... I said "Hi" he said nothing. I said "I need to cash this check" - he looked over the top of his glasses and said "do you have an account?" I said "no, but the check is drawn on a Citi account" He sighed loudly and grabbed the check out of my hand ... pushes a piece of blank paper in front of me and says " write down your social security number, home address, phone number and who your employer is.." I indicated I am retired - and he barked at me "well what did you do before you retired?" Since when is that information required to cash a check...???? I gave him the information - and he starts typing away.... talking to the woman in the next teller booth and completely ignoring me. So after 10 minutes of typing and 3 separate people coming over to give him "authorization" he says - I can't verify the signature because our system is down.... REALLY!!!! You couldn't tell the people waiting in line that you can't do anything because your system is down... I wasted 40 minutes to be told this information... I asked "when will your system be back up?" He says "I have no idea" And literally flipped my ID and the check back at me... and said "next" I asked to speak to the manager - at which point a surly Jamaican woman stomped out of her office and fairly yelled at me "dere is nothing we can do" How about putting a sign on the door stating your system is down and you can't do anything... before you make people wait in line for 40 minutes... Worst customer service I have ever experienced. My new name for Citibank is "Shittybank".. read more

I was having a rough start with Citibank, until I walked into the Capitola Branch, and met a living Doll. The branch manager, Naa-Sharmeh Norteye, was so lovely, personable, efficient. She helped me with a problem, I was unable to solve, on the phone with the bank. She took the time to fix everything, and explain. She has been an Employee for sixteen years, which gave me total confidence. In these troubled times, it's wonderful when someone is kind to you, on a bad day. Five stars! read more

The worst...just the worst. The staff is friendly enough, no problem there. But they are perpetually understaffed. If the line has more than 2 people in it, just leave. Covid only has made it worse. The line stretches back around the corner and once your in it, your stuck. No way to escape the drive thru. Only now, there is only 1 teller. Bank ANYWHERE else. read more

I've made payments that have cleared from my Chase bank, that magically just disappear and Citibank somehow does not get them. I suspect they do this frequently and just steal from customers read more

EEk these guys are the worst bank I've dealt with for business... When I opened the account they screwed up on some of the details and wanted to charge us for correcting their mistakes. 1 year leter they still haven't delivered on everything they were supposed to. The manager failed to respond to my multiple emails and phone calls. They don't ever answer the phone - even when you call via the citibank central customer center. No business teller, no response to urgent calls. Seems like they don't care about retaining business customers so we're probably moving to another bank.... read more

I'll start by saying that I am not a fan of Citibank's credit cards or their customer service. However, I made an appointment at this Citibank branch to help resolve an issue with my credit card, and Branch Manager Keenan Jackson tried his very best to get the issue resolved. He was beyond kind and courteous, and spent about 45 minutes just trying to help me. His care and patience were what we all hope for when doing business with a bank. I was pleasantly surprised! read more

Nearing two years with Citibank, and haven't had any issues yet. The staff at this branch is still very courteous and helpful. The location, as mentioned before, is updated and clean, and never too muggy or cold. The staff always work quickly, efficiently, and are always happy to help. I used to always use the ATM, but it's always a pleasure to deal with the tellers and personal bankers at this location, so I've been walking into the branch more often. It's nice to have a bank that is welcoming to walk into, and not one you dread walking into. Way to go, Citi. =) read more

Great Branch, but a little out dated compared to other ones. The tellers are always nice, however the branch manager was kind of mean. read more

Jason degroot was so good as a financial advisor I brought over my portfolio from Merrill lynch where I got churned by Galaham from Peru.Now new manager Jason spent time sorting out they my account had not been hacked.Very professional tellers long term no turn over. have earned my loyalty. read more

HORRIBLE CUSTOMER SERVICE. I can't stand simple things like HORRIBLE CUSTOMER SERVICE. security guard out front was kind, and even opened the door for me, but teller-girl inside seemed like I was inconveniencing her, by patronizing this business. read more

Ghastly, worst bank ever. I am dealing with 10 banks as executor for my father's will. Citibank is the worst by far. The WM account manager on my father's statements does not respond to emails or phone calls. The people I can reach have no idea what to do. All the other banks (Chase JP Morgan, First Republic, Bank of America, etc) I am working with are reasonably functional, and provide some customer service. At least they return emails and phone calls. I plan to remove all my father's assets from Citibank and let everyone know about its poor customer service. Truly do yourself a favor an bank anywhere else! read more

Bad hours! Just closed my gold account due to this... also tour service rep was not very personable. Going to a credit union, it's open!

Whatever you do dont ever bank or get a credit card with these idiots!!! They have like zero customer service, worst decision ever to get a credit card with these morons they send you to India every time you have an issue and they are only open on phone lines between 5am and 2pm are time in California, they dont make good notes on your account and dont listen, half the time they send you back to India ridiculous and frustrating!!!!! And sometimes you make payments and they tell you owe less but then you call back and your right back where you started at, I lost almost $500 to them in payments that supposedly came off but they really didn't they are liars and scammers!!!! read more

I came in 10 minutes before closing on a Saturday. Our escrow was closing on Monday and I needed significant funds from my father's account wired to the escrow but he was not available in person and the online wire transfer limit was too low. Naa-Shormeh was a lifesaver, problem-solving a way to allow a high value online wire transfer to go through so our Escrow could close on time. I don't have personal experience with this branch on a daily basis, but I will be forever grateful for her for helping me through that extremely stressful situation. read more

This bank's customer assistance is absolutely terrible. I deposited all of my cash from my boss right after work, and the atm jammed and took my cash and card. Someone was inside the bank, and talked to me through the door, but wouldn't do anything because they were closed. How selfish, terrible and robotic is that?! No humanity at all, I could not believe it. It makes me sick. read more

This is the most business unfriendly and nonresponsive branch I have experienced in my 20 years plus experience working as a business consultant and economic development professional. The bank didn't deposit checks from my clients and sent them back without any prior notification. Farther more, it took the bank over two weeks to return the checks, impacting my business cash flow. The checks came back with a one-paragraph explanation that the checks weren't deposited because one person didn't like the way the checks were addressed. When I called and pointed out that the bank has been depositing checks addressed exactly the same way for the last thirteen years (last one month ago), the bank never returned my call or apologized. AVOID THIS BUSINESS UNFRIENDLY, IRRESPONSIBLE AND ARROGANT BRANCH! read more

We have our mortgage with Capitola Citibank and really enjoy going there; we've always had intelligent, friendly excellent counter service and no glitches with the loan. We are thinking of talking to them for a refinance instead of outsider loan specialists. I hope our next loan will be with Citi too! The location is right near Starbucks and lots of fun shopping, very convenient. read more

Went in to the Capitola branch today to pay my credit card bill with cash today. In a condescending way the clerk asked me if I had a checking account here, which I replied "No." He then told me that I couldn't make a payment using cash inside the branch. Who has heard of a bank that won't accept cash???If I didn't have miles accumulated on my AA Citi Visa, I would dump the card. This would be the last place I would want to do business. Don't bank here! read more

citibank sucks, especially this branch! Refused to help cash a peru 500 (worth about 100 us) that was issued at a citibank atm in hong kong that mixed it in with hong kong 500's that are almost identical. The real kicker is they would cash any number of 200's but not the 500 issued by their atm. story was they might be out the money if they cashed it but it was fine if I was out the money. Stay away from citibank and the capitola branch in perticular as they do not care about the customers! They told me to call the 800 # on the back of the card, who told me to go back in and they would make a note on my account that they should cash it and the branch said they didn't care! Called the 800 again and was told I would have to take it somewhere in santa clara. Thanks So Much read more

I travel a lot through out the state, and this branch is by far the best I have ever visited! Tellers are quick and friendly. Branch Managers Lori and Arturo provide superb service and are always ready to help. This branch really cares about their customers! 5-Stars for sure! read more

My first encounter was awful when I was trying to cash my check and the banker gave me a hard time. Today, I was trying to withdraw and they are giving me a hard time again. Two times in a row is already a reflection of the awful service they provide to their customers. read more

I had an excellent experience at the Capitola branch the other day - Naa-Shormeh Norteye helped me work through a very complicated power of attorney issue and was very responsive (called me back multiple times), and got the whole thing ironed out. I really appreciated her professionalism and integrity! Thanks again!RC read more