Citi Mobile®

I had to readdress this crappy app. You'll notice the flurry of 5 star reviews given yesterday. Looks like Citibank isn't going to pull the app and roll it back to the last one, instead it seems they have their people writing great reviews like "wonderful shading." who gives a crap about shading on a banking app's web front-end? It's a B A N K I N G app. If I can no longer choose to make a payment of my choosing (only minimum or full balance), can no longer see info about a transaction (now I only see the generic term "debit purchase"), etc., why even bother with a mobile app? I can't believe an executive or at least a manager at Citi's mobile development group hasn't seen the response this joke of an update is receiving. Guess they could care less about their customers. Chase is looking pretty good to me as a bank, and as a mobile service provider. At least they have a CLUE about technology.

I have over 600 apps in my library and 210 installed on my iPhone. This is by far the worst update of an app EVER. Who's in charge of mobile app development at Citi?!? How could they not see that this is a tremendous step backwards from the previous version? Were there no beta testers? Focus groups? Marketing research?

I sincerely hope that the mobile development team is keeping up with these one star reviews. In fact, one star is very generous, since I'm sure many reviewers would have given this update a zero star rating if possible. Listen to your customers Citibank - roll back the update to the previous version, apologize for screwing up the update by replacing what was an unexciting but very useable app with an EPIC FAIL, and try again. Try looking at the competition... Chase has an INCREDIBLE app with amazing functionality. Bank of America has an extremely well made app, etc.

Don't get too cocky about those three, four, and five star ratings some people gave this update. You'll notice that they never mention the app as an update, so they probably just discovered this app and have no idea what they are missing by never having used the previous version. To them, this is just a miniature web portal to Citi. A web app compared to what we were using is simply pathetic.

For those who like the old version better, hopefully when you updated you didn't empty your trash. Simply delete the new app (Citibank 3.0) from your iOS device and from your iTunes library. Take the old version (Citibank 2.0.3) out of the trash and drag it into your library and then sync. You'll have the old version back on your device. The down side to this is that you now have to update each app manually, since if you select "Update All," the Citibank app will update to the terrible 3.0 version again.

Citibank -- do the right thing -- pull this lame update from the App Store, and roll back to the previous version! And try giving us a useful update with retina graphics and a universal app so we can use it on the iPad. Photo depositing checks like Chase would be awesome, but I won't hold my breath. I've already seen that mobile development at Citibank is the opposite of innovative.

To preface, the nation is currently (still) trying to function in the midst of the COVID-19 mess, and I’m not aware of how Citi is handling the workload, but even so, the little “quirks” about this app and the website has, under these circumstances, turned a small issue into quite an unnecessary monster.
I have been a customer with Citi for several years now. Having a smartphone and computer, I have also used the app and website for a long time. I usually login to my account via the app’s (now removed) fingerprint option.
Earlier this week, I opened the app to check my balance. Usually, the fingerprint login option pops up and I’m able to login in seconds. This time (unaware that the option had been removed), the popup never showed on my screen. So I decided to login manually.
Big mistake. I have various passwords and hadn’t logged into the app via password in quite some time. So I maxed the login attempts and was blocked.
Fine. I can just reset the password and regain access. I input all the necessary information to reset when I’m told that my information does not match the records. I have tried multiple times not to reset and every time it tells me the same thing.
I know I have the correct information on my end. I have all the documents in front of me and can’t have inputted it incorrectly all the times I have tried to reset. I have also tried to reset on both my phone and computer. Same result.
At this point I’m mildly annoyed. I then try to contact customer service via Live Chat only to be told I need to login to do so. Geez, I wonder why anyone not logged in would need to contact customer service. I wonder...
So I go ahead and do the last thing I want to do: contact customer service on the phone. I prefer online chats and emails (another thing, why in God’s name does Citi not have a general customer service email? absurd) because customer service over the phone is just not as seamless. In fact, my experience was the opposite of seamless. I have tried to contact customer service over the phone 4 times now and was never able to speak with a representative. Ironically I didn’t have any issue accessing information my account over the phone (they only asked the last 4 of my debit card, and when wanting to speak to a representative, they ask for the PIN, all of which were correct and I was allowed to move forward).
No, the issue was being on hold to speak to a representative. The first time I was on hold for 10 minutes shy of 2 hours and then the “call failed”. The second time I was on hold for almost an hour when the “call failed”. The third time I was on hold for more than 30 minutes when I hung up in frustration. This last time, today, I was on hold less than 10 minutes before the “call failed”.
There is nothing wrong with my service. I have completed several calls this week to other numbers with no issue. I am suspecting that the call volume is so large for representatives that they are hanging up on some of them to deal. However, I have no proof of this, which is why I said “suspect”.
As you can imagine, this is the tipping point for me. The last thing I would be able to do is send mail as a point of contact. I’m hesitant to do so because physical mail is even less trustworthy than customer service over the phone. It could be weeks or even months before I hear anything back. All because of an account block.
So I am on here after already submitting feedback on the site, where after I clicked submit I was not asked for an email in case of follow-up (nice).
I will probably not get that here as well, but since this is more public I’m hoping someone, anyone, will reach out and try to help me with this issue, because I’m at my wit’s end.