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1.6 1065 Reviews

Citibank Complaints Summary

160 Resolved
891 Unresolved
Our verdict: With Citibank's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Citibank reviews & complaints 1065

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6:07 pm EDT

Citibank atm use

Apparently our PIN number was changed and Citibank is unable to tell us why.
I'm taking care of my mother, who is wheelchair bound and in her 80's.

They gave her a strict runaround on a lot of important information. Sending us a new PIN by mail that Citibank wants to choose ( let's hope that works out ), but they still couldn't explain why the card PIN was changed in the first place.

Mind you, if I were in my mom's shoes, and it was a case of forgetting that I changed it, I would still expect to be informed when the change was made and how.

Was it by phone? At what location if in person? What time of day, or the date? Anything.
Although she swears she made no change herself, it still seems like they could have been a lot more helpful.

IDK if it's the area, or what's going on, but it's also very hard to get someone on the phone that speaks clearly. Difficult English or otherwise.
Makes it seem like their help can't function past a script or something.

I was so frustrated at length, and my poor old mom could hardly get any sense out if the effort at all.

Really hoping they make some improvement on their services, but leaving a mystery surrounding a changed PIN number, by not having ANY useful information, is simply irresponsible.

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3:30 pm EDT

Citibank service

Poor customer service, I don't understand how other banks can help me with my late fee or extra charges. But this Citi bank doesn't know how to do it or may be they know and they don't want to help their customers. No matter since how many months or years you have been banking with them. I think they fraud their responses. Do not what to help customers in any manner. All they know is saying "Unfortunately we cannot help you". No matter what your concern is. It happened to me a lot of times. I would literally not recommend banking with this to anyone.

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pobarjenkins
Minneapolis, US
Nov 01, 2017 12:40 am EDT
Verified customer This comment was posted by a verified customer. Learn more

If you're looking to get fees such as overdraft fees or NSF fees reversed, most banks have a program that calculates how much can be waived/credited. If it's been done in the past, usually they cannot do it again. I can't speak for your personal situation however.

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12:00 pm EDT
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Citibank cash not credited to my account

September 15 I put money in the atm machine. Some of the cash was return the other was accepted but was not registered.
I call customer service many times I was told the matter is being investigated. Isnt this a simple check and balance. Why so long.
Incident took place in fort lauderdale florida. The amount not credited $220.00 case numberr135885770915 need help
Incident address 55n federal highway fort lauderdale 33301

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3:51 pm EDT

Citibank I am complaining about citi account [protected], beneficiary td bank, n.a., mont lareul, nj 08054

We would like to register complaint against Citi Account [protected]
USD amount 41, 689 was transferred. The account holder hacked email correspondence and he used his email and during the email correspondence he changed the Account number. We have reported to our bank here in Dubai and central Bank UAE as well, but we didnt get any response from beneficiary bank.

Kind regards
Mian Imran Abdullah
CEO Grapholine Trading LLC-Dubai UAE
+[protected], +[protected]
Email: Imran.[protected]@grapho-line.com,
Email. Wassem.[protected]@grapho-line.com

OUTWARD REMITTANCE ADVICE
OUR REFERENCE: [protected]
As per your instructions we advise having remitted funds to the debit of your account XXXXXXX877001 as below:
Charges on Remittance
Cost of Remittance
Amount Remitted
Exchange Rate
Value Date
61.78
153, 332.14
41, 689.00
3.678000
22-08-2017
Bank SWIFT Code
Bank Name and Address
Beneficiary Bank Details
NRTHUS33XXX
TD BANK, N.A., MONT LAREUL, NJ 08054
Beneficiary Name and Address
Beneficiary Account Number [protected]
AL FARID GROUP LIMITED FOR IMP, EXP LLC, *
LOAN PAYMENT
PAYMENT TO MR RIZWAN
Date:
If you have any query or require any clarification, please contact our Call Centre on +[protected]
All remittances are processed subject to the Bank's Terms and Conditions
System generated advice - no signature required.
Remittance Details
Beneficiary Details
Purpose of Payment
AED
AED
USD
Other Bank's Charges
Correspondent Bank Details
Our Paying Bank SWIFT Code
Intermediary Bank SWIFT Code / Name
OUR
CITIUS33XXX
22-08-2017
[protected]
22-Aug-17

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1:58 pm EDT

Citibank pending charge

A pending charge of 150.00 has been on my account 9/30 for 15 days. The vendor says the charge was cleared from them on 10/01 as it was a deposit only and no charges were required. Talking to Citibank they say it is the problem of the vendor, the vendor says it the problem of citibank. Chat person was NOT helpful and NOT clear with policy as I had to ask her several times to be clear as to what she was saying. She suggested she was going o drop the chat because i had not said anything in awhile! The timer has not even changed since my last entry and i was typing another question at the time she said this! NOT HAPPY There should be NO reason that pending charge should stay on my account if I wanted it to be removed. ALSO, there is no clear path to dispute charges! "Go to account details", well, buddy, where the heck is that page! It sure isn't account activity.

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4:22 pm EDT
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Citibank misinformation received from branch management

We went to make a deposit to our account and was told by the "manager or assistant manager" that the deposit would take about 8 weeks to clear. We asked 8 days?, she said no, 4 to 8 weeks.
The reason was that the check was drawn on a New Mexico Bank, and the teller added that checks from New York take that long also. We noted that we have deposited checks from this New Mexico bank before and it took 1-2 DAYS and reminded them that there is an institution called the Federal Reserve Bank, which moves funds between financial institutions from same day up to maybe a max of 5 days.
The so called manager (or assistant manager) insisted it would take 4-8 weeks.
We left the bank, deposited the check via Citibank ATM and it posted and cleared in 1 business day.
Citibank should not have a manager or even an assistant manager that does not understand check deposits and how they clear.
We asked her to jot down that she told us the check would clear in 4-8 wks and asked her to give us her name. We have her note, but her handwriting is illegible and we cannot make out her name.
The branch is 414 N Central Avenue, Glendale CA 91203
We were in the branch on 10-7-17 around 11:45 AM if that helps you figure out who this person is (I included the card with her name, hope you can read it).
This person needs classes on how the banking industry works, the check was drawn off a large bank and not a credit union or any kind of IRA account.
This person also need classes on tact and customer service, as she could have handled the entire situation with a little class and not as a dictator with the attitude of 'because I say it's so'.

Marilyn & Paul McAtee

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2:25 pm EDT
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Citibank erin nelson

I went into a Citibank on Camden Branch: 3510 Leigh Ave San Jose, CA 95124 and was “helped” by Erin Nelson. I have a credit card with Best Buy and there was an issue, for the last 6 months I have gone to Best Buy and they told me to call Citi Bank or go into a facility. I called and they told me to go to a Citi Bank as I have proof of their mistake. I went into the Citi Bank on Camden and waited. While I waited I saw how Erin Nelson was helping a customer and was extremely nice and helpful to them. When it was my turn, her face was not the same. I started explain what had happened and she interrupted me and told me she couldn’t do anything. So I told her that they asked me to go in and to please advice she said she couldn’t do anything. I asked for a written consent to take to Best Buy to show that I went in and was denied. She said no, so I asked for her name and she started raising her voice at me telling me she couldn’t do anything and would not help me. I again asked for her name multiple times as she kept interrupting me and continued to raise her voice. I saw other customers stare so I told her to please claim down. She told me to go into an office and I asked her if this was the way she treated everyone, she accused me of yelling at her! I told her what just happened and she just looked at me without saying a word as if realizing what happened. I told her she had no right to yell at me and that I was there for help, not to argue or lie, but to seek advice. She got on the phone and did not direct any attention to me. After waiting for another 3 min while she talked on the phone I stood up and grabbed her card as she did not provide her information as I had requested. I don’t know if this is because I am Hispanic, but just her look on her face when it was my turn was nothing compared to previous clients. She had no right to yell at me, specially in front of other people, she provided no help and no information. I hope to hear back from someone as I will not let this go until I hear something back because this is not acceptable. Never again will I step into a citi bank and I’m pretty sure many that saw this will do the same.

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10:25 am EDT
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Citibank customer service

I am very disappointed and disgusted with the rudeness of the customer service and Well as the management team when u call the 800 number
I just opened an account with them after 15 years of being with Wells Fargo bc of a fraud situation as well as all their hidden fees
I thought Citibank would be different only to find out they were not at all
When I called to have the fees reversed all I got was rude rude people
I am saddened by how people conduct business and am at a loss bc it’s not like we really have an option with having bank accounts for business and personal
I can just keep all my money in a sock like I used to but would rather not
So do I switch banks again? To which one? That’s the dilemma
Help

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9:53 am EDT
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Citibank credit card

I submitted payment for my credit card on September 28, 201 for $1, 200 The amount left my account was posted to my Citibank account but not posted to available funds. After speaking with customer service and the credit department the told me that they were still awaiting confirmation of payment from my bank. This did ridiculous because the amount left my bank account and was deemed paid by Citibank. The final response was that I had to contact my bank to release a statement to Citibank or wait until October 10 th to have access to my funds.

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3:26 pm EDT
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Citibank bank manager and staff extreme religious bias.

Bankers with the bank manager at the Bronx NY branch. Refused to serve me apparently they didn’t like religious leaders. I was told citi bank don’t open accounts for church who gross was under 25, 000 annual. My organization is not required to file but even attempting to show them the IRS website they showed hostility. They didn’t know religious corporation law and made wrong judgement on bad information. I tried to correct but was met with hostility. I asked for a list of prerequisites to see if I could line up with the standards but was refused.

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4:13 pm EDT

Citibank open new account

I faxed my Social security number, non driver state ID, signature page and my husband driver ID to support my living address in USA on 2nd October.

I'm disappointed with your Citibank open account options as your staff told me that I must have utility bill to support my living address and my husband driver ID doesn't help in this.

I chose Citibank as it because I have $8000 USD in a Singapore citibank account and I'm trying to transfer to a new US Citibank account. I'm a new permanent resident in USA so I don't have any utility bills. my phone bill is under my husband name too.

Please contact or email me if you have any question or additional information.

Thanks

phoychin tan
+[protected]

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2:23 pm EDT

Citibank worst bank I have ever encountered

I have been locked out of my Citibank account for over 60 days now, and Citibank. I have had two conversations with them, sent two emails to their security team, and have complained in writing, but they have totally ignored all forms of communication.

I have now filed a complaint with the Financial Ombudsman, I just hope I can gain access to my funds before this bank goes out of business.

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2:18 pm EDT
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Citibank checking account

I recently closed one of my accounts due to the horrible customer service that I've received from day 1. The remaining balance was supposed to come to me as a check form, and I never received it. I called customer care and they claimed it was wired to someone on my behalf. I asked for some sort of banking confirmation numbers so I can track the missing money and they claimed they will send it to me within 24/48 hours and it has been over a week and I am still missing my money. My reference # for this issue is
reference #: R-[protected]. I have been on the phone with them over 3 times for the same matter and the last manager i spoke to Raymond with employ ID# msup04 assured me I should receive a response soon. He was very unhelpful. I want my money as soon as possible at this point and want nothing to do with Citi again.

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7:43 am EDT
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Citibank useless citicards fraud department

After being a loyal Citibank customer since the year 2000 with a checking, savings account and 2 credit cards I was completely disappointed after my card was used for a fraudulent charge and Citi decided in favor of the merchant. Just to summarize, on 6/11/2017 I received a text message from Citi stating that a suspicious charge was made on my account. The charge was for an online software company ASKNET IOSOFT ONLINE which I have never dealt with (and I've never purchased online software). I immediately replied to their text saying that I had NOT made that charge and then Citi credited me back as expected. But 2 months later the merchant somehow provided Citi with my address (yes, the only piece of information they had about me was MY ADDRESS which they probably bought from another merchant I had dealt with in the past year) and Citi reversed the charge. After multiple phone calls to the Citicards fraud department Citi simply stated that there was nothing they could do about it and that I should deal directly with the (fraudulent) merchant. I've already closed my credit card account because I do not want to deal with someone I cannot trust and I'm seriously thinking about closing my bank accounts and banking somewhere else.

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5:58 pm EDT
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Citibank citi debt collect me on a "never, applied, never received, and never activated never used citi credit card"

First I did call Citi service for this issue, but no solution.

The incident:
Citi debt collect department called of "a recently closed credit card". Something like 260$.

Wait, I never applied, and granted anybody on my behalf to applied a Citi credit card.

They claimed it was a Costco American express switched to Citi. Of course, I never knew the switch, or never grant the switch.
I never received, never activated, never used the so called "Citi credit card".

Costco charged me "an automatic renew fee" on this card. Actually, I thought my Costco membership expired, and threw the membership card away.

I do have a lot unanswered questions:
1. How the credit card been approved, without my signature, or approval? I never granted Costco to apply a Citi credit card on my behalf.
2. How an "unactivated card" has been charged by Costco?
3. How my Citi card has been closed a week before I even known it.
4. How nobody in the Citi custom service department able to solve my problem, including legal, debt collection, ... departments, during a nearly 2 hours phone call?
5. At end, I payed all my "debt". How you guys accepted this debt, knowingly I was wronged.

My requirements:
1. A written apology on these series of deceptive mistake on me:
including wrongly approved Citi credit card without my approval, let other party charged this card, charge of delay fee, closure of this credit card, damage to my credit score, and so on
2. Restore my credit score to where it was
3. Pay me back the wronged debt
4. others ..., depend on ...

Call me back until I am still willing to solve it through negotiation.

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8:30 pm EDT

Citibank my best buy credit card

So I just got my My Best Buy credit card (issued through Citibank) less than a week ago...Probably almost a month since I was approved. Anyways my issue is that after making ONE online purchase, they froze my card for suspicious activities. Kind of dumb to freeze a card after a single online purchase no?

The kicker here, there is no way to settle disputes online. On my BofA cards, if I have a dispute with a charge (or my card is frozen for suspicious activities) it takes me just a couple of minutes to long in, claim which charges I trust and which charges I refute, and then my card is back up and running again instantly...Now with this My Best Buy card by Citibank...I can't do this online, so I call...I wait close to 20 minutes before someone finally takes my call. "Mary" (obviously from India), answers my call, asks for my card number...Oh wait their [censored] computers froze, so now I have to wait for them to reboot the system...Finally gets it running again, puts in my card number, then asks for my cell number to send a verification text...Of course the text doesn't go through (2nd time this has happened with them by the way), so now I have to wait for Citibank to send me a letter (not an email mind you, but postal mail) to verify my identity and okay the SINGLE ONLINE CHARGE, and then have send that back to them and again WAIT for a postal letter to get back to them...then god knows how long it actually gets puts through after they receive the letter back.

Such stupid [censored]. For rather than enabling their customers to okay charges online (WHY THE HELL DID THEY ASK ME SECURITY QUESTIONS WHEN I SIGNED UP ONLINE, if they don't help verify my identity and solve these claims), I have to wait probably 3 weeks to be able to use my card again. This card is not worth it.

I have heard for years, that many people hate Citibank, and I now refuse to bank with them ever again. Get with the times Citibank! This isn't 1905, where postal letters are the only viable form of communication any more. I would never trust my money is this modern world, with a company that is stuck for far in the past.

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2:50 pm EDT

Citibank teller at citibank hickey blvd daly city named dennis

At about 12:00pm Sept 6, 2017, Teller at Hickey Blvd Daly City named Dennis wearing Purple polo shirt is being so rude very rude. I will pay my 2 credit cards and my credit cards are not with me so I gave my CA ID and told me, we cannot process your transaction because I need your credit cards and I said you can my transaction at my ID like other banks did but he said he can't, I told him why you sounds mad, I am not mad, so smile I said, he said I don't know how to smile with sarcastic answer and I said your mean, and he said YES! I AM MEAN! And I go to other teller who can help me more, other teller a friendly girl help me and get my payment . Why this girl can help me with my ID and get my payment for my 2 credit cards with a nice manner and this Dennis didn't and give me so bad attitude . I've been a long time customers of yours and I am so shocked that a person like this is in front and treating your customers paying credit cards and pushing me that I he cannot help me coz I only have ID with me but other teller his co worker that in front that time can help. Hope you can do somebody action about this and not tolerate that kind of employee that can destroy your friendly good customer care

Thank you

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11:06 am EDT

Citibank credit card application

recently I submitted an application online for the Platinum Card that is offering a 0% interest for 21 months. A few days later I did not hear anything so I called in and was told there is no record of my online application. I then did an application over the phone which took 42 minutes in it's entirety, an extremely long time to do a simple application in addition to the fact that I have been a Citibank customer for over 20 years with outstanding credit and the fact that you have all my information. That said it took a couple of weeks before I heard back with a Notice of Incomplete Application. I called in today, provided some details and was told it could take another 7-10 days before I hear back. I am waiting on some home improvements and am delayed because of this delay in approving my new card. I asked to speak to a supervisor, was placed on hold for a long time and while I was talking to the supervisor got disconnected. Nobody from Citibank tried to call me back, again poor customer service in my mind.

I am really disappointed since I am a long standing customer, that it has been such a painful experience to try and get this additional card from you.

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2:13 pm EDT
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Citibank 36,000 lost points when citi closed mastercard account for inactivity

My friend lost 36, 000 points, worth $500 towards purchases, when her Citibank MasterCard sent a letter that they closed her account for inactivity. She wrote to me in a letter dated [protected] "I felt as if I'd been hit in the stomach... lost $500 worth of points because I saved them too long. "
She is [removed]
I'm hoping you can remedy the situation to her satisfaction, please. For her to be upset when she never expected City to close her account, is not good public relations. She has a ton of Facebook friends, besides penpals. You could call her, or you could reinstate her and give her the courtesy of giving reasonable notice before closing her credit card for inactivity. Please do the right thing.
Thank you.
Mary Hatzenbehler

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5:00 pm EDT
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Citibank discrimination

I went to cash my check at Bank #17400 located in Fountain Valley. As I waited in the long line with only two tellers the Bank Manager pulled myself out and a few others out of the line and told us the wait would be about 20 minutes. As we sat down other customers came in and we're helped in the order they came in. I only came in to cash my check as well as some of the others in line. When I asked what the hold up was he said he was taking care of his customers first. The check issued to me is from Citibank. My boss makes alot off deposits to this bank and I don't understand how i was discriminated against because I don't bank with Citibank. I was not the only visible person upset that was pulled to the side. This seemed to be an attempt to shorten the line to make it seem that it was moving smoothly while they only had two tellers while the Bank GM just walked around helping "his"customers. If there is someone coming in to cash a check that is issued from your bank they should be treated as equal just like everyone else. Not be put to the side like a second class citizen. This was very discriminatory not only to myself but to the others that were pulled to the side. This issues needs to be addressed asap. The GM of this bank was very unprofessional!

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Citibank Customer Reviews Overview

Citibank is a well-known financial institution that offers a wide range of banking services to its customers. The bank has received numerous positive reviews from its customers, highlighting its excellent customer service, competitive interest rates, and user-friendly online banking platform.

One of the most significant advantages of Citibank is its customer service. Many customers have praised the bank for its prompt and helpful customer service representatives who are always available to assist with any queries or concerns. Additionally, the bank's online banking platform is user-friendly and easy to navigate, making it convenient for customers to manage their accounts from anywhere.

Citibank also offers competitive interest rates on its savings and checking accounts, which is another major advantage for customers. Many customers have reported that they have been able to earn higher interest rates on their deposits compared to other banks.

Overall, Citibank has received positive reviews from its customers, with many praising its excellent customer service, competitive interest rates, and user-friendly online banking platform. If you're looking for a reliable and trustworthy financial institution, Citibank is definitely worth considering.

Citibank In-depth Review

Overview of Citibank: Citibank is a well-established financial institution that offers a wide range of banking services and products to its customers. With a global presence and a strong reputation, Citibank is known for its reliable and trustworthy banking solutions.

Services and Products Offered: Citibank provides a comprehensive range of services and products, including checking and savings accounts, credit cards, loans, mortgages, investment options, and insurance solutions. With such a diverse portfolio, customers can easily find the right financial products to meet their needs.

Accessibility and Convenience: Citibank offers a high level of accessibility and convenience to its customers. With a user-friendly website and mobile app, customers can easily access their accounts, make transactions, and manage their finances from anywhere at any time. Additionally, Citibank has a wide network of ATMs and branches, making it convenient for customers to access their funds and seek assistance when needed.

Customer Service and Support: Citibank is committed to providing excellent customer service and support. Their knowledgeable and friendly customer service representatives are available to assist customers with any inquiries or issues they may have. Whether it's through phone, email, or in-person at a branch, customers can expect prompt and efficient service.

Online and Mobile Banking Experience: Citibank offers a seamless online and mobile banking experience. The website and mobile app are user-friendly, allowing customers to easily navigate through their accounts, view transactions, pay bills, and transfer funds. The interface is intuitive and responsive, ensuring a smooth and convenient banking experience.

Account Fees and Charges: While Citibank may have some account fees and charges, they are transparent about their fee structure. Customers can easily find information about the fees associated with their accounts and transactions, allowing them to make informed decisions about their finances.

Interest Rates and Rewards Programs: Citibank offers competitive interest rates on their savings accounts and other investment options. Additionally, they have rewards programs for their credit card holders, allowing customers to earn points or cashback on their purchases. These programs provide added value and incentives for customers to choose Citibank.

Security Measures and Fraud Protection: Citibank prioritizes the security of its customers' accounts and personal information. They have robust security measures in place, including encryption technology and multi-factor authentication, to protect against fraud and unauthorized access. In the event of any suspicious activity, Citibank has a dedicated team to investigate and resolve any issues promptly.

Branch Network and ATM Availability: Citibank has a widespread branch network and a large number of ATMs, making it convenient for customers to access their funds and seek assistance. Whether customers are traveling domestically or internationally, they can easily find a Citibank branch or ATM nearby.

Reputation and Trustworthiness: Citibank has built a strong reputation for its reliability and trustworthiness. With a long history in the banking industry and a global presence, customers can trust that their finances are in safe hands with Citibank.

Additional Features and Benefits: In addition to their core banking services, Citibank offers various additional features and benefits. These may include financial planning tools, educational resources, and exclusive perks for certain account holders. These additional features enhance the overall banking experience for customers.

Comparison with Competitors: When compared to its competitors, Citibank stands out for its comprehensive range of services, global presence, and strong reputation. While each bank has its own strengths and weaknesses, Citibank offers a well-rounded banking experience that caters to the diverse needs of its customers.

Overall User Experience and Satisfaction: Overall, Citibank provides a positive user experience and high levels of customer satisfaction. With its user-friendly platforms, convenient access to funds, and excellent customer service, customers can easily manage their finances and feel confident in their banking relationship with Citibank.

Pros and Cons:

  • Pros: Wide range of services and products, user-friendly online and mobile banking experience, strong customer service and support, global presence, robust security measures
  • Cons: Account fees and charges, interest rates may not be the highest in the market

Conclusion and Recommendation: Citibank is a reliable and trustworthy banking institution that offers a comprehensive range of services and products. With its user-friendly platforms, convenient access to funds, and excellent customer service, Citibank is a recommended choice for individuals and businesses looking for a reliable banking partner.

How to file a complaint about Citibank?

1. Log in or create an account: Ensure you're logged in to your ComplaintsBoard.com account. If you don't have one, please register by providing the necessary details to create a new account.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, briefly summarize your main issue with Citibank. Make it concise yet descriptive enough to convey the essence of your complaint.

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention specific key areas such as customer service interactions, problems with account management, issues with transactions or fees, difficulties with loan or credit services, or any other relevant incidents. Include dates, locations, and any communication you've had with Citibank representatives. Describe the nature of the issue clearly and list the steps you've taken to resolve the problem, including any responses received from Citibank. Explain how this issue has personally affected you, such as financial loss or stress.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as correspondence, receipts, or statements. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to quantify any financial losses you've incurred due to the issue. In the 'Desired Outcome' field, clearly state what resolution you are seeking from Citibank to address your complaint.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is realistically articulated.

8. Submission process: After reviewing, click the 'Submit' button to file your complaint. Ensure that you have completed all the required fields and that your submission is as detailed as possible.

9. Post-Submission Actions: After submitting your complaint, keep an eye on your ComplaintsBoard.com account for any responses or updates. Regularly check your account to stay informed about the status of your complaint and to engage with any potential resolutions offered by Citibank.

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