Citi Mobile®
reviews and complaints

My experience with Citi Online has been mixed. On the positive side, their website is user-friendly and navigating through different services is relatively easy. However, I have faced occasional issues with the responsiveness of their customer support. It would be beneficial for the company to improve the efficiency of addressing customer queries. The online banking services are convenient, but there is room for enhancement in terms of transaction processing speed. Overall, my interactions with Citi Online have been satisfactory, but there is scope for refinement.

I think I have read some reports about this fraud at https://www.whycall.me/***390.html. People with such problems with Citilink might find the information at that page useful.

I received the invitation letter for Citi Custom Cash Card. I applied on line and they have the mobile telephone also they give the option for the second telephone number... a land line. I entered both telephone numbers. They have a stupid Secret Question and Secret Answer which I hope I typed correctly. The characters disappear immediately after typing them. I was successfully approved for Citi Custom Cash Card! They say that one of the benefits is No Annual Fee ( of which if there was an annual fee, I would not apply for the card.) and also Intro A. P. R. For 15 months... and also of course the small amounts of cash rewards for active use and payments of card... and they also say that within three months after spending and paying off $750.00 U.S. D. I would get $200.00 U.S. D. which is most likely going to be a statement credit that has a dead line to spend. It sounds fun. Yet... There is the annoying problem... They gave me the options to set up the Temporary Card and the Online Access Account. I want to set up both of them. Unfortunately, I could not. I selected Temporary Card which required a text message TO MY LAND LINE or calling it,... The attempt to enter my mobile telephone a second time despite providing it previously resulted in all actions canceled. I could not set up Temporary Card nor go to set up Online Access. So now I must wait to set up Online Access. And when I can finally do that, it will most likely be filled with even more complications.

... two, actually. Because 2% cash back, unlimited, on all purchases, with no categories to keep track of and no real hoops to jump through, is as good a deal as you will find anywhere. The only thing I would ding them on is that they haven't always taken my side in disputes with merchants. I VERY rarely have a dispute with a merchant, but when I do, it's legit, and I expect my credit card company to at lest be neutral and side with who's right.

Someone should start a lawsuit against citibank for this app... In their TV ad they blatantly lie about how easy it is, not showing the guy having to sit and type his mother's maiden name and debit card number in every time he makes a mobile deposit in the ad. Or at the very least fine print that the ad is a mock and not e actual process required.

The mobile deposit feature is way less reliable than similar functionality at other banks. The front check image takes a picture upside down--they need to modify the app to have a grid overlay when taking the photo so you know to take it upside down. Even so, I will get random errors in non-human terms (function name fails-- CheckUpperLimit and oddities like that). On another recent deposit when I put in the dollar amount of check to deposit, instead of taking me to the next screen to take a photo it takes me to a bank locator lookup?

Another check was deposited 3 times, despite the app giving me errors the first two tries. Customer service on phone said these problems are all normal and to just keep retrying.

My new debit card (which they sent only two weeks prior to the last one expiring) is not accepted on the verify screen even though it works fine on web site and at an ATM.

It took about four reps at Citibank to realize the solution to the inability to mobile deposit in to this mobile app was that I needed to create a new web account because they had mailed me a new debit card and apparently your old web account will not work with the new. Truly stupid on their part.

And the fact that they even ask you for the card number is outright annoying when you are already authenticated and only want to deposit to the account I click on

I became intimately involved with software development in about 1984. My last direct involvement was in late 2000.

I have seen good and bad. Currently I happily use financial software from American Express, Chase Bank, Community First C.U., ETrade, ThinkOrSwim, and Venmo. I use these several times a week and all on my iPhone 6S, running (now) iOS 12.2 (build 16E227).

I activated my Citibank/Costco Visa card and then spent 3-4 hours trying to add my mobile number to my user profile via this app. Three different WiFi networks, AT&T network, and ALWAYS the SAME error message: “We’re sorry. We are having some temporary delays. Please try again later.”

Finally called customer service, and had them manually enter the number.

Then I went to verify that I could see the change in the mobile app. Although I had successfully used Apple Touch ID during all the times I had logged onto the app, suddenly Touch ID quit working.

Now, each time, I had to open Last Pass password manager application and pull out the 16 character password each time. I did this about 4 times and the last time, the Citi App gave error message, “Looks like this is the wrong User ID or Password.”

I came here to write this review. I notice during the last two updates, 9.15.0 and 9.16.0, the description is exactly the same. There is NO MENTION of an update for iOS 12.2.

Side note - terrible graphics in this app. “SAVE” appears on change screens in the upper right hand corner. It is a medium blue color ON a dark blue background. I didn’t see it at first. Put WHITE on dark blue or very light blue. Do not put a medium dark blue lettering on top of dark blue background. (My first job was in the visual arts and graphic design)

Quick background. I’m a retired entrepreneur with 30 plus years of dealing with at least 20 financial institutions of different size and caliber. I also owned a cybersecurity and enterprise server hardening company for 20 years and I can safely say I have never had a more disjointed, broken, and generally speaking abismal banking experience. Ever. Not even dealing with banks in the Middle East and Central America. Long story short: up until recently their security was practically none existent. As a result, they got hacked for 800 millions (Google it) their response to this wasn’t researching what when wrong and how to truly secure their systems. Instead they went the overzealous approach: just freeze the account of whoever, whenever the system might thing something is wrong. This includes committing the cardinal sin of using Microsoft edge as the browser (I AM NOT joking. Google it). When this happens you would have to call them and they will send a letter to you by mail to unlock the account, and inform you that until you get that letter, you won’t have access to your funds. You have to pay bills? Well good luck. Wait for the letter. You will think that after you get the letter this won’t happen again right? Well so did I! After getting off the phone and having my account restored, I dare to attempt to send 100 bucks to my flight instructor through Zelle, and guess what! You guessed it. I got the same MFA error and the account was blocked. I am opening an account today at a different bank so I won’t have to deal with the frustrating imbecility of Citibank. Steer away from them you can thank me later. PS: in case you still have doubts, Google the following “MFA ERROR CITIBANK” and read through the thousands of people having this issue on the daily.

I recently tried to install this application and had an error when entering the authorization code from text I received. It said I needed to re-enroll my account. After doing this about 8 times and being on the phone with citimobile a few times I figured it out. My wife's phone works fine but mine didn't. The problem was that my wife and I share joint citibank accounts. On the citimobile settings it had my wife's debit card number but not mine ( even though you can add more than 1 phone number in citi mobile, DON'T). The cellphone # is linked to the card number) SOLUTION: first make sure you're online separately from your phone, for joint accounts each person has to have their own login to citibank ( you'll need your account #, ATM pin, and card number to setup a new user login)( yes all your accounts will still be there). Once you have done that, verify your own info and phone number for the online account and setup your 6 digit phone access code. Last steps: go to citimobile under the service center tab. Setup your phone ( take note of the last 4 of the card # because it should be yours). You need to remove your phone and add it again and then reinstall the citi application on your iPhone. If it doesn't work you may have to wait a couple minutes. Mine gave me an error the 1st time but then worked on the 2nd time. Hopefully this helps everyone about to throw their phone.
Update: after installing I notice that you have to logoff or close the application after being idle for a few minutes. I guess it's nice for security; but since you can't see the full account # or make transfers to external accounts from the app there is no need. Either way this should answer the question of people getting error during transfers. Just logout and log back in and it should work.

To get Face ID to work, you have to have Citi call you on a voice call. And it is SLOW. All I want to do is have it text me my code like every other financial institution. But sadly no. Here’s what happens. You try to log in with Face ID and suddenly can’t — it expires probably every week or so. To tee roll, there no toggle on the login page. You hunt through their menus (but you learn where to go since you’re doing this inane task weekly) and click a few times to get them to send you the enrollment code. But not by text. It CALLS you. When you answer the call that you just asked for, the robot slowly asks you to confirm you meant to answer the phone because, it explains, this was a fast pickup and apparently the robot is shocked that you answered the phone quickly when you just asked them to call. You have to type ‘1’. Then the robot explains, slowly, why it is calling. Really? I just asked you to call and now you’re explaining it to me? Then it suggests, in Spanish, what number to hit. But didn’t I already understand the astounded robot? Can’t that robot tell this dumb robot what happened? Anyways, the robot asks you to get a pen and paper. Like I’m not on my phone ready to type in the code. Stop bossing me around and give me the code! So you switch over to the login screen to type in the code. But wait! The robot tells you to hit pound when you’ve gotten you eighteenth century writing tool. So you go back to the phone screen. Hit pound to comply with bossy robot. Then back to the login page fast since the robot decides to finally be quick about it. How many digits? Who knows. Type listen type. Done! The code expires in ten minutes in case you type a character a minute. Do this week in and week out and you’ll start posting angst app reviews online and switch your banking to Schwab.

After being unable to send money with Zelle or even having the option in the App I called and after too long trying to figure it out, reloading the app and sitting on hold Citi suggested I order a new debit card. I never used this debit card but was told I had one but as I never used it and have looked and can’t locate it. The new card arrived and I activated it through the app via the alert message that my new card was on the way, there was a link in that message. After that I tried to log on the app and it took me to a screen where my only choice was to log on to my computer and receive step 2. I over looked that it said log on the app on my computer so from the citi site no QR code to be found. I tried chat but was waiting and waiting so I called the number on the back of my new card and needless to say there was no option for the problem I was having. I went through a number of recordings and finally got a person. As he was trying to help me with my issues I reread the instructions and noticed it said log on to the citi site app on your computer. At that point I thought I had figured it out before my human citi person did so I told him I had figured it out, not very nicely and hung up. Too soon when I went to my phone it still only had the QR code as an option. After some time that option screen populated with other options, password or fingerprint. However I still do not have Zelle as a transfer option. During all this I was ask for my PIN several times, very frustrating as I do not have a PIN. I will read the information that came with my card again but I have not seen any information about when and how I will receive my PIN. Historically in a separate mailer. I did find the Zelle option on the citi.com site on my computer but still not in the App. Sorry I took it out on the person trying to help me. Apologize for me.

Update 3 months later (after I thought I closed my account)

If I could give these guys negative 1 billion stars I’d send them out of business. Seriously - I have never been more unhappy with a company and their absolute worthlessness. I got an email with my account statement today and I’m thinking, why? So I call in and go through their painful waiting process again which is extremely incompetent. Then I get on with a guy who wants my account number but I can’t provide it because they “closed” my account but when I login I see that all my external banking information is still available but they can’t verify my account. So he says he has to transfer me to another department to work on it. I get transferred over and get this message. “Hello this department is closed. Please call back during normal work hours” beep beep beep... now I get to start all over. If you have considered citi bank PLEASE RUN as fast as you can from this waste of time bank. The majority reviews on here are paid for. You will regret the decision and never have your private information safe again.

Linking external accounts doesn’t work, funding accounts doesn’t work. Nothing works that let’s me actually move money in from a new account perspective.

Update:
Literally everything about their system is terrible. They don’t have a call back support instead make you wait on very long holds for support.
Their Touch ID Face ID to get password doesn’t work as it kicks you out to the base screen when you come back.

Honestly I am forced to believe 90% of reviews are fake because from business to app, citi bank is a poor excuse for an online bank. Their online functionality is poor at best. They really need to step up their game which unfortunately when you are in as deep as they are is likely next to impossible since everything runs on legacy systems. Best of luck but when I finally get off hold and can close all my unfunded (could never properly link my chance account) accounts, I’ll leave Citibank for ever.

July 6th requested a one time courtesy over the phone with a rep for fee. As I was paying off the balance I noticed a fee and thought of calling to request it to have it removed. The rep clearly told me a payment needs to be made before he can request for an one time courtesy. I made a full payment to the card without the fee and waited for the rep to confirm the payment was pending and he also confirmed there would be notes on the account for this request. I would simply have to call back to request it after the payment posted and the notes are there to help the next rep see the request. July 7th saw the payment post on the app and called back. The rep told me she did not see any notes but if I can confirm the request. Then she told me for such request she has to speak to a supervisor and put me on hold. She then came back saying the supervisor said the payment DID NOT POST. She would not be able to take care of the fee as a courtesy as it is already posted but next fee to be posted can be taken care of. I told her I see the payment is posted on the app and would like to speak to a supervisor as I’m not sure why the app would show the payment posted and why I would get misleading information from reps. The supervisor got on the phone and told me she does see the payment posted. Within a min or 2 I already am getting false information. Not sure what they see when they pull up a clients account or even if they are doing their job correctly. How is it that the rep I spoke to on the 6th did not need a supervisor to advice me on making a payment, waiting for it to be posted and then the request can be made and taken care of? Why am I being told my request can not be taken care of when I was assured the day before there are notes on my account so there would be no hassle. What is the standard for citi for their customer care? Never have I experienced such run around and now I’m on hold for an hour by the supervisor. This is my client experience with a big company like citizen.

If we are being honest, this is a very bad app. It is effectively something that they have made once and then virtually abandoned. Sure, there are updates from time to time, but none fixing any significant bugs, of which there are many, and which are very obvious and painful to the actual user.

Here are a couple of examples from this morning, which actually happen to me constantly, but which finally made me write this review.

First, so-called “peek“ enrollment. I’m always being unenrolled from the ability to “peek“ at my accounts, without having to sign in. It happens at least once a month. I open the app and I’m logged out completely, I can’t see anything except for the login screen, and I get a message that says “you don’t have peak enabled.” This is a kind of pop-up message, which it proactively sends me, which is interesting insofar as it betrays the fact that the app knows I actually am in rolled in peek, that I want to be, because otherwise it wouldn’t show this message this one time.

It would be more appropriate for the message to say something like “for some arbitrary reason unknown to you we have decided to log you out of peek. Being logged into peek is not a security threat in anyway whatsoever, and it is completely harmless, and totally beneficial to you. Yet, we have decided once again to unenroll you.“ So then you have to go into the app, sign in and go to settings, try remember where it is in the settings, and then hit the switch again. But for all of this... why?

Another extremely common pain point, probably every other day, is the big red banner that comes at the top of the screen telling me that there is some sort of network issue happening. I’m on a very reliable Wi-Fi network pretty much at all time now, and I promise you, I promise you… my network is always fine when this occurs. It happens all of the time, and there’s really nothing you can do except kill the app and then, magically, when launch it again a moment later it is absolutely fine. “Ah yes, the big red banner from Citibank telling me it would like me to reset the app”

I am a new user. ...Finding the new account setup to fail in several ways.

If I made a mistake on the demographics page, the error came up, I fixed the issue but the Next button was greyed out. I had to start from scratch. If it demands a ground 0 process, the screen should revert to the first page.

I went through the security questions. The app spun as if saving the entries and it took me to the login page. Yay! I tried to enter my credentials. It said I didn’t have an activated card despite entering in the information along the way

I decided to go to the website to try bcz that was the suggestion. I know of other businesses where the mobile app doesn’t work until an account is made at the website. This is fine but then don’t provide the option to create an account from within the mobile app.

Viewing the website via the phone browser is impossible. It doesn’t have dynamic screen resolution for smaller screens. I called technical support but could only reach an automated service, which did allow me to activate my card and sign up for paperless statements.

I tried the app again. This time it tells me I didn’t finish my security questions. I had to leave it after the time spent and I came back today.

the mobile app allowed me to log in. It reported it had technical difficulties and to try again later. Tried again, And it said my security questions don’t exist. I wonder whose account those entries were assigned to.

Unfortunately, I chose electronic statements hoping the great ratings for the app are true. If I can’t get in with the app or see content at the website using my phone, I surely won’t be using the card until I can see what I need to see when I need to see it. Using work computers for this activity is not allowed, so I am relegated to the home computer to access the website in a delayed timeline. What happens to people who only have a mobile device? Yes, I know a couple. Not very efficient.

I’d be happy to work with a live body to resolve whatever the problem is if I could get to one. Dialing zero does nothing. Ouch.

I have never in my entire life had so many problems with any financial institution. I opened my account over 2 months ago. I have had my card frozen everyday I’ve tried to use it for fraud. My last encounter with the fraud department was 3 days ago and according to them they no longer have any restrictions on my card. But when I try to use my debit card on my cash app, it tells me my card number is invalid. When I try to add it to my Apple Pay, it tells me my access has been blocked and if I need any further assistance, please contact customer service and tell them my error code is MFA. I’ve been attempting to contact customer service to fix whatever issue seems to be the problem for 2 hours now. If I don’t get hung up on, they try to transfer me back and forth between the departments only to tell me basically they can’t help me I’m in the wrong department. So now, I will have money direct deposited into my account next week and I won’t be able to use it because I’m not allowed to have access to my debit card, that they say is active and ready for use. This is the absolute worst experience I think I’ve ever had with any financial institution in my entire life and I regret ever opening an account and setting up direct deposit with them. I will be reporting them to the ComplaintsBoard.com and after this deposit I will be having it moved to ANY OTHER POSSIBLE OPTION, and closing any account I have with Citibank and telling every single person that will listen about how horrible not only there customer service is, but how obviously none of the employees have even the slightest clue as to what they are suppose to do to resolve ANY ISSUES that a customer may have. If I could give them -stars I would but I have to give them 1 so I can publish this review. If you like migraines and not being able to access your money and still be charged a monthly service fee, this might work for you. I, however, don’t like my money being f***ed with and think they are frauds who are only trying to get access to peoples money so they can f*** you out of it, without even buying you dinner first or using Vaseline.

I've been a customer of Citibank for over 25 years I've use their mobile app since it was created and avoided the computer version as a result. I agree with others there's some serious problems with the functionality of the app.
1. There is no option anywhere on the app for "change password." Especially with the recent credit boondoggle, I felt the immediacy of the need to update to a stronger password. Nothing. I called Citibank and they said there isn't anything. So excellent! It turns out you need to claim that you forgot your password, create a new one, then replace your fingerprint and everything with this new password.
2. Hey, guess what? You can't change your fingerprint either. You say "Well, my fingerprint didn't change," but what if something happened to your thumb. Scleroderma and Raynaud's syndrome altered my fingertips enough to where I can't even get my iPhone to notice that I'm tapping on a command line. And yes, that's a problem in fingerprint signing-in, as well. My changes are worse on my right hand, the one that I chose for fingerprints. What I planned to do was make one of them be my thumb on the left hand. But no, there's nothing in the app that lets you change it. I imagined that if I deleted it and then asked for it again it might work, but it didn't the first three times.
3. The most frustrating problem with this app over the last five years, is that sure, you can edit the payee, you can change his address, change his name, do anything like that you want, but you can't change the amount you're paying him. Nope. Even tech help couldn't fix that one. I had to have them create a new payment for that amount for that payee and delete the first one. Logical, but that failed really badly. I paid both $2700 and $3000 for my mortgage because somehow it didn't delete the first one. I called Citibank and they fix that so that that would never happen again. Are you sensing a pattern? When I checked today to be certain that they actually deleted the lower-priced payment, they didn't. So now I'm down $6000 that's been applied to my mortgage and not in my account to pay bills. It's going to take the mortgage company crediting it back to me (which takes about two weeks – 10 business days) and dropping Citibank as my banker.

I've had the Citi Mobile App for seven years and have never had any issues until now. The app was always easy to use and did everything I needed it to do. I would've written a five star review, but now that I've been having this persistent issue for a couple months, I'm writing a negative review to highlight this issue.

I recently upgraded my phone to the new iPhone SE (2nd Edition), and after doing so, the Trusted Identity feature of the Citi Mobile App does not work at all. For those who don't know, Citi's Trusted Identity feature makes it quicker to sign in to your account by using identity authentication features such as Touch ID, Face ID, or a custom PIN.

At first, I was able to enroll in Trusted Identity, but I was only able to set a custom access PIN. However, if I attempted to enable Touch ID, I would always get to a point during the enrollment process where a message would pop up saying, "Sorry, something went wrong. Please try again later." This has happened to me every time I try to enable Touch ID, so I have not been able to enable Touch ID at all.

While attempting to remedy this issue on my own, I tried quitting the app and launching it again, I tried rebooting my phone, I tried deleting the app and installing it again, but no matter what, I cannot get Trusted Identity working correctly.

Now, matters have gotten even worse. Somehow, the Trusted Identity option has been completely erased from the app! So now I can't even attempt to set a custom access PIN at the very least.

This means I have to sign on the old fashioned way of entering my username and password every time I use the app. Fortunately, I have my username and password stored in my keychain, so that makes signing on slightly faster, but it's still not as fast as it should be.

While this is only a minor inconvenience, this makes the Citi Mobile App inferior to all the other mobile banking apps that utilize Touch ID sign in features that actually work. I have accounts at all the major banks and I use all of their corresponding mobile apps, and when I'm able to use Touch ID easily and effectively with all these other banking apps, it becomes even more noticeable when it's time to use the Citi App and it doesn't work as well as its competitors.

If Citi fixes this bug and gets Trusted Identity working again, I will update this review and turn it from a negative review to a positive review. Until then, I only give this app two stars.

V6.1
- The App had started to get better but once again they have unnecessarily changed the user interface. The App is now more difficult to navigate. It is particularly difficult to switch between accounts using the new pull down button. Guess what ? iOS 7 added a pull down notification screen and the [censored]s who coded this App but their new pull down button in pretty much the same place !

I have been with the App since the very first version. There have been more bad updates than good updates.

1. STOP removing features that the App already has.

2. STOP changing the user interface unnecessarily. Find something that actually works and stick with it.

V4.8
- Finally got rid of the debit card/PIN authentication for paying in cheques.
Only problem is now the program stalls and the cheque doesn't actually go through ! FAIL

V4.2
- Check Deposit is useful but unnecessarily cumbersome. I have already logged in with my secure password but now I have to fish out my debit card and enter the entire card number and PIN to simply pay in a check. It might be acceptable to authenticate my iPhone ONCE but I have to do this EVERY TIME I pay in a check !

V3.1
-Minimal speed improvement over 3.0
-Still missing the awesome PIN sign-in from pre-V3.
-still has poor layout and unnecessary scrolling. We use mobile applications while MOBILE i.e walking down the street. Pre-V3 with fixed screens/buttons was easier.
-home screen still has unnecessary clutter. Get rid of the "account activity" button. Better to see ALL accounts at a glance (without scrolling!). Account activity is repeated on next page (account page) keep it there, remove it from home page.

Pre-V3 I could do everything with one finger whilst walking down the street, with no danger of dropping the phone. THAT'S a mobile app, this is still very much like using the website.

Fire this team, and bring in some new talent. Or call me and I'll fix it for you !

V 3.0
Not a fan of this update !

Feels like you are just using the website on a small screen, i.e. scrolling up and down to find simple commands like "back" or "next". If you write an application for something that you can do via the browser then it should be easier and quicker than using the browser. The old version was easier (i.e. PIN sign-in and well placed buttons) and also faster, but this update is a giant step backwards.

Finally, we can access actual creditcard transaction details but that is the only improvement here.

Stay away. PLEASE READ. I’ve banked with Discover, Chase, WellsFargo- even Chime, and have NEVER had as many issues as I have with Citi. First, both my spouse and I had to request our debit cards (this was set up as a joint account) to be “resent” because we never got the first copies of the card. Then, my spouse had trouble linking his Citi Credit Online account with the new Debit card. Next, our account was BLOCKED and set up for CLOSURE when I mobile deposited my payroll check. It was closed due to “FRAUD”. I’ve mobile deposited with the same checks (because I’ve been working at the same company for several years) with every other bank and have NEVER been flagged for fraud and had my account closed. I had to get my CFO on the line to FIGHT Citi to reverse the closure. Great, they reversed it and unblocked my account- it doesn’t end there. It turns out, I (the customer) had to call Citi to request a new debit card in order to make transactions. No one ever told me this. And, because I was issued a new debit card, I no longer had access to online mobile banking until I received the new card. Well, ALL our funds are with the bank and there are bills to pay, so I PAY an additional fee to have my debit card shipped expedited. Awesome. I get the new debit card and STILL do not have online access. I spoke with a representative that same Saturday I reviewed my new card, and he tells me my account is CLOSED AGAIN. I had not even made a single transaction at this point with my new debit card. I was asked to call back on Monday (today) to speak with the fraud department because they’re closed on the weekends. By the way, at this point Citi had already had 2-3 “down times” or technical issues with their mobile banking. I called their electronic fraud department today and am told there is no restrictions or closures. So what’s the problem? I was then transferred to a customer service agent once more to get help with online access. No luck. This agent escalated me to a Level 2 agent for additional assistance, at which point the line disconnects and have yet to receive a call back. I had already confirmed my cell number with the agent in case the call got disconnected- but here we are. I CANNOT WAIT to have access to MY daily living money so that I can WITHDRAW everything and CLOSE this account for good. It is the WORST company- from customer service, to technical difficulties. This is coming from someone whose extremely patient and never writes reviews. But, I am extremely DONE with this bank. 0/0. I am urging my coworkers, family, and friends to stay away.

I have to agree with many of the reviewers from the past few months and say that the last ‘significant’ update to the app 3-4 months ago really was a DOWNGRADE.

While many poor reviews focus on the Customer Service aspect of CITI (which is SUBPAR at best), app reviews should be about, well, the app itself in as much as it makes sense. Whatever happened to you on a call is irrelevant to the app, but I digress.

The ‘major’ app version prior to this ‘key’ upgrade a few months ago FLOWED BETTER.

I’m sure that with the last upgrade the developers FELT OTHERWISE and wanted a FRESH LOOK, but NEITHER FRESH, NOR NEW, necessarily = BETTER.

BETTER is ONLY the case if it IMPROVES what was already there, but such wasn’t the case here — Simple info that’s needed at a glance like: CURRENT BALANCE vs LAST STATEMENT BALANCE vs SCHEDULED PAYMENT AMOUNT, CLOSING DATE, PAYMENT DATE, etc, all needs to be IMMEDIATELY VISIBLE along with ALL RECENT (last 45-60 days) TRANSACTIONS. Plus, I need to see a DISTINGUISHABLE DIFFERENCE between TEMP CHARGES (now barely distinguishable with just a mild italicized font), and THEIR TOTAL (only REAL improvement made since it didn’t exist previously to my recollection, and even then it came 3-4 months later after the last key update).

ALSO, why can’t I ‘EASILY’ look at all transactions for the past how ever long period?

For instance, I think having the last 13 MONTHS (to account for month in transition) should be a simple thing to provide - WHY is it that we can only ‘SEARCH’ 60 days worth?

In this age of advancement and mobile computing we can only access 60 days of transactions, or else we need to open HOWEVER NUMEROUS PDF STATEMENTS TO ‘VISUALLY SCAN’ & IDENTIFY TRANSACTIONS, REALLY?

It’s a good thing CITI wasn’t in tasked of COMING OUT with the IPHONE - else, we’d still be using BLACKBERRIES, LOL!

CITI, so you FINALLY added a TOTAL FOR PENDING TRANSACTIONS - yay.

Now, while I understand that there IS a TOTAL for POSTED TRANSACTIONS, it is at MAIN SCREEN. However, once I go into the TRANSACTIONS REVIEW SCREEN, now that there’s a PENDING XTION TOTAL, why can’t you also have a similar POSTED XTION TOTAL that stays on top of screen as one scrolls (as does the one for PENDING XTIONS)?

Too much to ask?

That whole decision to MOVE TRANSACTIONS REVIEW SCREEN AWAY from MAIN SCREEN is a pain.

Now we are forced to DO MORE CLICKS to do one of the most common activities on a CREDIT CARD APP, which is to REVIEW ONE’s TRANSACTIONS & BALANCES.

All that data needs to be FRONT & CENTER.

I hope you figure this out soon.

So Citi cannot figure out how to deposit my rewards into the checking account I have (the same one I pay them with), so I have checks mailed with my reward money. Now the address they have always sent these to is "not recognized and needs to be updated" which I tried. I talked to agents. No one is helpful.

When I contacted them on 10/26/23 and 10/27/23, I was told that they have the error in their system and cannot mail me a check. They asked if i could have it direct deposited- they screwed that up when i initially tried to do that -thats why I get a check mailed. Now I cant do that.

I had tried to deposit a check that i believed to be genuine. I received this check in the mail after responding to a request for my information after applying for a job being a secret shopper. My account became locked and i had to wait for 4 days to talk to a banker at which time i was informed that this check was fraudulent and that their policy was to close my account. Poor customer service would have been my reasoning for closing the account this very same day due to the fact that while trying to resolve my account access situation, i was treated very poorly. I had information for the contact in which i was dealing with and this information was nothing of interest to them. I had approximately 300 dollars in my account and when i addressed this issue in the same conversation with the banker, she told me i would receive what was left after a investigation and account clouse was complete being 30 to 60 days. I am yet to have received any updates from them,and i have not received any funds in my account. But now, it appears that they no longer have a account open in my name, still no information on the status of closure, and no remaining funds sent to me.

If I want to activate the card for Apple Pay, I must phone the Citibank representative through the dedicated toll-free telephone number to obtain the activation codes. That is a problem when travelling or working outside the United States where the US toll-free numbers don’t work. This is the biggest problem for the deaf and hard-of-hearing customers who don’t have TTY/TDD machines for years or cannot access the video-relay-service outside the United States due to strict FCC rules.

With all of security features placed in the app, one can open the account, change the PIN, report the lost, damaged, or stolen card for replacement, do the live chat (they ALWAYS tell you to use the telephone to call the toll-free or collect call numbers instead), and to name a few. Not to mention the available two-factor authentication when logging in the account.

HOWEVER, you CANNOT activate the card for Apple Pay through this app (or even online banking)! This is so dumb! I am so tired of song-and-dance routine every time I use Live Chat or ask somebody to call on my behalf when I work or travel outside the United States.

I love how the German banks set up theirs for Apple Pay that don’t require you to call for activation code. They use the one-time mobileTAN or photoTAN to activate it, which was so ridiculously easy and breeze!

Thus, one star for this app!

Been a customer of citiibank for years .100% on time payments. Never had any complaints.
I bought a new car last week and even though I alteady had approval from my credit union, I let the begging finance dept run my credit in search of a lower rate. In his defense, he did get me a half point less with a different bank, and I already had a good rate. BUT, I had no idea those lender hits to my credit were going to cost me over $10,000 in available credit from Citibank. As if the lender hits to my credit werent enough, I guess citibank was feeling left out and wanted to take a few shots as well. Just days after buying my car, Citibank reduced my card limits to the balance owed maxing out my citibank cards and taking away over $10,000 of available credit. Nothing says I appreciate your money, loyalty, and business like a good smack down. Customer Service was no help. The guy I spoke to had never bought a car so he had no idea what I was talking about. In short, I got punished for buying a car. Im in my late 40’s , make good money, and I work hard to support my desires. This new experience with Citibank has been quite the eye opener. Thankfully my life and financial stability has nothing to do with Citibank, but be advised, if you take some hits buying a car, Citibank will stop by to join in. Cant keep me down. Better luck next time Citibank! :)

I’ve loved this app for years, but lately the mobile deposit feature is super glitchy. 9 out of 10 times I get a message that the amount I’m entering is not what is written on the check. Uh, yeah it is. Then after trying multiple times it tells me I can keep trying, go to a Citi Branch or ATM (no I can’t because there are barely any branches and I don’t live near them) or I can mail in my deposit. Are you serious? Mail it? Through the post office? That would take days! I need my money available now. What a terrible suggestion.
Normally if I just wait it out and try again later in the day it will let me deposit it. Super annoying, but doable. However today after trying at different times of the day it still is not letting me. I tried chatting with Amie through the app. She also suggested mailing it. No no no. Tell your people to stop saying that. That’s why we have apps and we shop online. Then she said to try uninstalling the app and reinstalling it. Didn’t work. The app is glitchy! Please fix it! I don’t want the hassle of switching banks, but if I can’t deposit my checks without major inconvenience I’m going to have to go local. I have loved this app but it’s not working!
Have you noticed that even though you have a 4.9 average review, the majority of the recent reviews are super low. Please figure out how to not make the updates mega stinky!

I have been a Best Buy customer for over 5 years, and used to pay my bill trough the Best Buy app. Citibank is now dealing with Best Buy so I can’t pay on the Best Buy app, I have to get on a Citibank link to pay my bill, now this is where the problem is, my credit card bill is not due until the 28th each month, I have paid on the app, or by text as a guest. Every month I pay at the beginning of the month or before the 28th, payment is accepted but not processed until they do, Now normally the bank would go by the date you make the payment, but this bank don’t and don’t let you know or maybe it’s on the small lettering 39 pages of agreement they want you to read. I have paid for the late fees every single time, but even if I pay 3 weeks before my due date I’m still get stuck paying another late fee…I have tried to contact Citibank, and speak to someone and explain the situation but my calls go directly to a third party that only wants to collect your payment, and not fix the problem. This is a never ending fight with them, customer service is down the drain, I will be paying off this credit card, and I don’t want to have anything to do with Citibank, they have lowered my credit scores, and done anything about the situation. Stay away from this bank asides from having a hight interest rate, they would try to manipulate your account to get more money out of you. BEWARE

It's too bad that several very unfavorable features of this product drag it down. Otherwise it would be a good app.

Firstly, the app just signed me out without ANY warning dialogue after 2 such pop-ups appeared and I chose "Continue". I lost 10 minutes of typing! This is NOT limited to this app, but also occurs frequently on the main website. It shouldn't be too difficult to recognize typing and changing accounts as valid actions, and to not force another logon in the middle of such activity, AND THE LOSS OF ANY WORK IN PROGRESS! At least one should be returned to where they were before the interruption. As it is, I had to go to Notes, create and copy this, and paste it into the app's feedback section to avoid the aggressive sign offs. They are appropriate during complete inactivity, even for short periods, to enhance security. But they are VERY annoying during normal banking activities and typing that both the app AND the website should recognize.

Secondly, mandatory arbitration is predatory, and will hopefully soon be illegal. I just declined it in a formal letter to Citibank in the spring, and here it is being shoved at me again in the MasterPass agreement. So I will never use your MasterPass, Amex is already activated in Wallet.

Citibank should use honesty and good customer service and support, rather than disenfranchising mandatory arbitration clauses as a shield against torts.

After being hold for 18 minutes and 4 transfers to get to the human that is supposed to but did not help me unlock my locked account. I gave up.

I got replacement card and needed to re-link it to the app; fair. I linked it; good. The app prompts me to get a passcode by voice call; reasonable. Then Kafka called.

I answered the voice call; no audio. I retried the call prompt; got the code loud and clear. Code didn’t work. Typed it in slowly 3 times, my app is locked. Call customer service. Sigh.

After putting in my CREDIT card number and on hold for 4 minutes, the first of four humans I spoke to asked: credit or debit? Oh let me transfer you to credit; please hold. Human 2: Oh it’s a Costco card? Let me transfer you; please hold. Human 3: Oh technical trouble with app? Let me transfer you; please hold. Human 4: Oh your card was lost? you need to sign up a NEW citi login and password.

Why, pray tell?! Why not disable, delete, or obliterate the compromised object (lost card) but leave the secure object (my account, password, phone authentication etc) alone?!

Fine. Sign up new username and password. Oh, it says I can use “!” In password, but on iPhone I type “!” It doesn’t register in the password box?! What?!

Sometimes one just needs to reassess life’s priorities and say some things are nuisance and unworthy of our finite time on earth. To me, this app and Citi are one such thing.

I closed my chase account and opened a citi savings account . That part was easy everything else was a cluster f$*k.

To set it up was most round about way I have ever experienced. Being given a number to call to authenticate myself rather than receiving a text was strange but I thought maybe they take security serious more so than my USAA and previous chase account . So I hopped through there hoops .

Then today I wanted to set my finger print on iPhone to open app.

Was given another number to call .

These cats don’t even know why you are calling or that I was directed to them to get a numeric code within next nine minutes.

And when they ask for three digit code on back of card and I have to keep explaining to them it’s a savings account card and not checking debit or credit card it makes them only ask for it again (smh)

I was only trying to set up finger print on citi app mobile lol why the hell do I have to talk to them to set up my finger print on my phone to open the app.

I gave up after seven plus minutes when citi representative Maureen was still not clear that I was calling to get numeric code before time expired . Told her I just wanted to close my account when I had enough , cause 2.36% interest earned off there is not worth 100% frustration .

I just keep my savings in USAA while I save up for a house , it won’t earn as much back but at least I will never have to deal with Citi again .

Twice I’ve had a new card mailed to me and twice I’ve had a horrible experience getting my mobile app to work after that.

I’ve had so many issues getting into this app which has caused stress to make sure my bills are paid and this particular reason

When you already have the app set up and get a new card it asks you if you have a new card to set up. Fine.

But then it runs you through hoops of username, password, bank account number, PIN number, and new card number. Every time you enter all this info in it keeps saying it’s wrong and that you only have three tries.

Well turns out it’s an atlas loop and you can go past three tries.

In the worst part is it’s all because I have to choose a brand new user name but it never tells you that until you call them and spend another 30 minutes getting to that answer.

This happen to me six months ago and I gave feedback and forgot about it until I heard it on the phone again. I asked to be able to get feedback as it’s incredibly frustrating experience and I said I would have to write it on paper and mail it. Which was even more frustrating because reads paper that builds in iOS app?

Plus the increased effort that would be take me to do that is disrespectful of the amount of time it’s already taken me to not get into my app in the first place and be able to manage my money.

This isn’t the first poor experience I’ve had with this bank and I intend on leaving

I generally don't write reviews on apps, but based on my huge disappointment I figured I'd make an exception.

Pros:
ability to deposit checks from home with photo

Cons:
app is very slow to start
Upon start App needs to load
Crashes frequently
can't access payees
Limited data available
Does not let you transfer money to other people, (have tried it and the app just crashes)
Has too many things going on at the login screen
Too complicated and unnecessary links

Anyone who has given this app a good review clearly has not had the previous version. I like simplicity, which the older version had. The point of having an app is that you get your bank information with one click ... Citibank decided to add a thousand things. I have to look at a picture of Some ugly kid with his dad while this app loads(FYI, the only thing I want to see is my login... Nothing else), they added side bar menu which was totally unnecessary(FYI, this is not Facebook) I find that the back button served its purpose. This app is like a maze, everything you need is hidden, the whole point of the app is so you get everything you need quickly. In addition, these top drop down arrows are horrible, they are too sensitive and i often end up opening the wrong thing because I accidentally tapped them. The older app had links in the lower screen which made navigating though the app convenient.
. I find myself just logging in through safari because the app is buffering nonstop.

NOVEMBER 2022 Update Just downloaded, changed password which was not necessary. Neither the iPhone or iPad app is functional. Logon is correct because I can login on my desktop. Why does Apple make this piece of non functional crap available ? Amazing that a business this large would put out a piece of crap and not care about the response. “ something went wrong “ is the repeated message but they can’t hire a tech who can fix it. INTERESTING NOTE ABOUT CITI, MUST NOT LOOK AT THESE REVIEWS BECAUSE NO ONE HAS EVER ATTEMPTED TO CONTACT ME ABOUT THE NEGATIVE REVIEW. DOES THAT TELL YOU SOMETHING ?

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NOT FOR USE ON IOS DEVICES. UPDATE. 8/6. Still a crappy app. Won’t recognize name one time then next time the password. Always wants you to change. Terrible work for large corporation. UPDATE 10/27 Still useless. Won’t complete login. Always wants you to change password when that’s not the problem. If you use IOS avoid this dog. UPDATE 11/30. Still a piece of crap. Can’t logon, asks for login change which isn’t the problem. Probably a frequently hacked app so they discourage anyone login. Not sure why they offer a mobile app which is useless. ? Not sure why this app is on iTunes with lack of quality control ANOTHER REPORT ON GARBAGE APP. DOES NOT WORK ON IPAD OR IPHONE. LOGON WORKS ON N WINDOWS COMPUTER IF I GO TO CITICARDS.COM AND LOGIN. AMAZING THAT THIS PIECE OF CRAP IS STILL AVAILABLE.

Just received my new card yesterday. I called and activated my card with a live representative yesterday. She sent me a text to supposedly identify my identity. I read her back the number on the text and she said I was then activated. I then set the card up on this app. The app is very limited as far as capabilities. My other cards have much better apps. The app also won’t setup my wallet as it’s supposed to. As of today the app tells me to call customer service when I log in. I did just that. The csr tried to send me a text like the previous one. It did not go through. She said that it there only way to verify a person’s identity. I have Verizon. I get text messages all day long. They obviously have a problem with their system. I suggested they verify me like any other company. Ask my security questions or verify my social, address, etc. I was told they can only verify identity by phone number. They then asked if I had a landline they could use. Like many Americans these days, I don’t have a landline. They have now locked my account pending some verification letter they are now supposedly mailing me, at which time I am supposed to call them back. It’s very idiotic. Yesterday I could have used the card. Now because Their system won’t send me a text, they have frozen my account. Luckily I have other credit cards and only use less than 20% anyway. Worse credit card company experience ever. I expected more from such a large organization. Horrible policies and practices.

I and my husband have been long time customers for Citi bank and we have many bank accounts also credit cards, we’re great customers and always paid on time by automatic monthly payment. On Sep 3 the trouble happen I planed to use my Citibank credit card for big purchased but in that time my credit limit not enough and I decided to do one time payment (early pay before due date about 20 days) in the Citi mobile app and I got extremely horrible experience
1. The system didn’t notify me which checking account they were use for payment and tried to pay balance amount by the checking account that I never used for paid this credit card so Citibank charge me fee into my credit card account 28$ for check return fee
2. I’m trying to contact customer service for many time for waive the 28$ because I didn’t think I suppose to pay that because I did know they use wrong checking account for that payment.
3. I called customer service twice Since Sep 19 - 24 and they told me they will waive it for me but need to wait for statement will be completed after Sep 24 and I’ve been patient and called them today Sep 28 for third times and I spoke to a customer service and her supervisor name “Spencer” they both told me can’t waive the check return fee28$. I totally disappointed and don’t think Citi bank care about customers care and they also unprofessional because customer services didn’t keep their words I completely frustrated it and don’t want to use the Citi mobile app because Citi bank got me very hard time.

I’ve been satisfying using this app. However, one day I was forced to update the app and changed my information, citi immediately locked me out due to “suspicious activity”. I had to call them and wasted my precious 3 hours to resolve the problem. They even closed my account. How thoughtful.

Several weeks later, I was forced to update the app again and got a lock on my credit card again. I called immediately and their fraud department was down. I had to call next morning. You can imagine me at the cashier, embarrassed by a credit card I couldn’t use. While for other banks, I just need to send a text message to verify the transaction. Next morning, they even asked me for a second phone number to verify my identity. After I complained about their stupid system and app, they refused to admit their problem and claim my device had malware. Wow, I didn’t know Citi was so advanced right now that they can detect my device malware from their app and web app. This is amazingly ridiculous. Maybe the fraud department can get promotion by regularly locking customers account and claim they perfectly resolve the “suspicious” activity.

Anyways, remember anytime you update the app or change info from here, it will largely trigger Citi’s pioneer fraud alert technology and you might end up embarrassing yourself somewhere with a locked Citi account. If you are travel abroad, be prepared to spend some money calling them. They just don’t care about their customers and they are very proud of their “advanced” fraud detection system.

THE worst app I have ever used in the history of iPhone ownership of 10 years.
Where do I begin?
1) The app will constantly tell me that due to subsequent input of a wrong password that I have been locked out and that I must change the password. This will happen between logins when I haven’t made any wrong attempts. When I reset the password, it will log me in that SINGLE time and proceed to tell me that my password is wrong the next. This has been going on for months. The issue duplicates when I’m even on the phone with a CITI agent.
2) There is no way to link an external bank account to the CITI savings account so that you can transfer money in/out without having to re-authenticate your external bank information each time. Even though my external checking account from BoA is linked to CITI app AND on the website, it does not appear in any transfer options when I actually attempt to make a transfer. The worst part? If I have don’t already have the Messages app open so that I can toggle between the CITI app and the Message app, when CITI app sends me a text to verify my identity for trying to log into my BoA account from within the CITI app and I go to check the numerical code from the Messages app, when I go back to the CITI app it refreshes and logs me out and I have to start the process all over again.
I have never experienced an app from a major institution to be this heinous. Smaller companies like Aspiration which only introduced their mobile app recently work smoothly and beautifully with intuitive design.
GET A COMPETENT CONTRACTOR OR IN-HOUSE APP DEVELOPERS AND FIX YOUR APP

Three months dealing with there customers service the 1st was they suspended my account because they thought there was fraud I call to let them know the I was making the purchase but couldn’t reinstate my account because something match in my Account so they were going to mail me something to verified I waited and nothing came and I call again and went through the Same steps again and nothing and the 3rd call I basically call that I was going to close my # and all off a sudden my account is reinstated I literally waited 3 weeks for something that they could’ve solve in a click off a button. And supposedly my verification issues where solved but a few weeks back I’m trying to make a payment on the ATM it’s asking for a pin and put a pin that I use for another citi CC that I have and it’s telling me that the pin is not valid , so go to the teller to pay and now she telling me that they no longer take cash payments that I need to purchase a money order to make a payment so now I’m being inconvenience so I call customer service to request a pin they tell it will b there 7 days.i receive nothing and requested again and nothing after another 2wk so I call again to see what’s happening and complain why it’s such a big issue to mail my pin. I went through 5 customer service to verify who I was and after explaining again and again they are telling me that they can’t verify. This supposedly was a month ago when my account was suspended and now they can’t verify me again. Really horrible management at Citibank plus they shut down my App so I couldn’t close my account online. Petty from there part

This app is consistent with the rest of Citi's user experience standards (both online and on over the phone). If you are lucky enough to get it working on the first try, fine. But if you have the slightest problem activating it, good luck figuring it out. Some notable points:If you have a popup blocker, the links in their online promo don't work (javascript targeting a different window but not handling edge cases where that tab may not be available anymore or be hidden behind the current window). They mix changing a 4 digit code (which I guess some people may have from before) with a new six digit one in the process. Confusing if you have not done it before.Error messages presented by the app are not helpful at all. Most notably "You must re-enroll"... why? what happened? The site shows no errors, it shows I am enrolled, it doesn't show a link to re-enroll. Very frustrating.There's more.Between the 90's looking site design (both visual and experience-wise), the cryptic site and application messaging, their inept phone support and their outdated back-end technology, this iPhone app feels more like a half-assed marketing move than anything else. If you are used to the Apple experience, you are likely to end up frustrated by this app.Citi needs to start hiring competent designers and user experience experts (or let them do their job) instead of letting engineers drive those aspects of their site and new app. I've been working on online apps, design, UX and back-end systems long enough to know most of these problems have simple solutions which makes this even more frustrating.

Earlier versions of the app were very useful, but this latest version is chock full of loosely related spam ads for everything that Citi offers. I swear this is the most obnoxious app on my phone. Citi knows that they have my attention, so they try to upsell me with every other product they can think of. And of course, this is my money, so I’m going to read every panel to see if there’s something relevant to my card. But while I want to manage my credit card, They want to sell me a boatload of other products. Guess who wins? I made the mistake of tapping a box to find information about a balance transfer. Now every time I log into the app, I get a drop down that says “Hey, still want to transfer a balance?”. A drop down. You know, where useful apps put important information like “we’ll be down for maintenance on Tuesday”. I’m the sucker, every time I go into the app, I read the dropdown, and get more frustrated. That’s only part of the spam that they throw at me. I get messages for: Invest with Citi Member Exclusive offers, Life insurance, Bottled Water Access, my line of credit, Flex pay on Amazon, and Balance transfer. And those are just the ones that I am getting in the current session. I trying to manage my credit, of course I’m going to read all of their stupid boxes. And popups! I just tried to look at my balance, and I got a popup, about getting a loan! I think the word for this back in the 90’s was crapware. It’s obvious that the marketing department has total control of the app, because no self-respecting UX group would let this out. Maybe they are looking to add revenue by offering to let me pay for a spam-free experience.