Citibank Online

I would give a lower score if it was possible. When Citibank transferred services to NAB they sent me a new card with the wrong name. Every time I tried to correct it the person on the phone treated me like a criminal. There is no such thing as customer service in this company. All they care about is profit. I have had nothing but trouble since I signed up with Citibank. Don’t make the same mistake.

This is the worst bank I have ever dealt with an absolute nightmare NO customer service NO ability to understand situations or instructions given by a customer, DONT EVER BANK WITH THIS SHOCKING EXCUSE FOR A BANK. Show details

Held an account for 3-4yrs. Very rarely do I interact with this bank. Citibank Au customer serious is atrocious. Never a good experience. They can’t comprehend and process a phone enquiry. Everything they say is contradicting. They desperately need training in effective communication.

Money lost in system – Yup same as below, would have been nice to receive a letter or a proper notification of the change in swift code. But 3 weeks on money sent to their old swift code isn't showing up, they've not really been helpful either, other than telling me it will bounce back, which it hasn't. Now trying to trace the transaction, I'm sure it's happening to… Read more

many people at the moment.

Citibank traced the transaction, and provided a swift rejection letter, it took a month but I guess that's normal in the banking industry.

Was waiting a further two months for Wise to find it.

Card did not work overseas, however with some delayed customer support started working again – I originally gave 1 star as the card did not work overseas even though I called Citybank in Australia before going overseas, provided details of my trip including dates and country and was assured the card will work fine. I tried to contact City bank by phone with no reply, sent emails with no reply so far, tried to contact through their site… Read more

(secure mail), it said "Scheduled maintenance currently taking place". However, in a few days I could get through and talked over the phone. They re-activated the card and it works fine now. I believe it was on maintenance and unreachable due to acquiring City Bank by NAB.

Best bank – Access to global markets, with Citibank's top global analysts guiding investment decisions. Probably not the best bank for low income customers, but high income customers focused on wealth management will definitely benefit being with Citi

I have been a customer for 15+ years with a perfect credit rating. In Feb 2025 I asked to have my credit limit reduced from $4000 to $2000 as a security step while I travelled overseas for 3 weeks. The person I spoke to by phone assured me this was a sensible strategy in case my card was skimmed overseas. She did not indicate that there would be… Read more

any issues in restoring my usual credit limit on return. I am now home and recently went online to return my credit limit to previous amount. This was declined and I have waited several says for someone to contact me. The bank has now asked for numerous documents including proof of income and expenses before considering my request. What a massive over reach. Where is the customer service? Why isn't it sufficient to look at my previous history and reinstall my credit limit.? I will be applying elsewhere.

Extremely Disappointed – Hidden Charges and Outrageous Fees! I signed up for the Citibank credit card fully aware of the $199 annual fee, but what really shocked me was the $257 international transaction fee that got charged without clear, upfront communication. For a card that promotes global usability, this kind of steep, hidden foreign… Read more

transaction cost is completely unacceptable. Nowhere during onboarding or regular usage was I clearly warned about how high these fees could get. It feels misleading.

Customer service was unhelpful and dismissive when I questioned the charges. I expected better transparency and support from a global bank like Citibank.

If you travel or shop internationally, avoid this card—you’ll end up paying far more than you expect.

The absolute worst. Charged me twice for my annual fee. When I complained they said, oh that's not a charge, it's a journal entry even though in my online banking AND on the statement it shows as a charge. And it was a charge..Just refused to do anything. Cancelling and going elsewhere.

I wish I had read these before - my credit card was meant to come with a whole host of things including Qantas points. This was cancelled without any notification after I was approved - so the only benefit didn't exist. Call centre useless - no ability to change anything. Don't do it!! Show details

WOW this is actually the worst customer service and bank ive ever dealt with, i remember when they used qantas money it just bring horror memories back, i applied for a 10k cc thanks god I'm canceling it now do not want to deal with this horror all over again ! what a hopeless call centre ! Show details

Probably the worse bank I’ve ever dealt with. The app is pathetic and it’s ridiculous hard to navigate, customer service is abysmal and they literally lie to you and take money from accounts without consent. Would be 0 stars if it was possible. Avoid at all costs

I bought my flight ticket with my Citibank credit card. The ticket price was $1,159.90 and I have been charged extra $39.43 as international transaction fee. How ridiculous this is! So basically this credit card only is out of fee if I purchase in Australia and if I buy globally, I'll be charged extra? Really? This makes me to think twice about keeping this credit card. Actually, I'm considering to pay off and cancel this card now. Show details

Misleading – Absolutely horrific! I took a new credit card with Citi Bank because I needed extra points when flying. My thinking was that when you need to use a credit card you might as well use one that you benefit from. And while I got my points, re-paying the credit card was an absolute ordeal. It's like they don't want you to re-pay them so they can charge… Read more

you with penalties. I went over the limit on my card because the last transaction was NOT shown at all on my credit card, not even as 'PENDING' (unlike all prior transactions, which was odd), and I was very careful to leave at least $200 extra in case of late transactions. But as said, while all other transactions have been shown as pending the moment I made them, the annual fee that the bank charged - did not. This stressed me out as I always pay my debts and don't go over the limits, so I called the bank. They could not give me the statement because while the statement was visible on their end, it did not reach my account (for some odd reason that they could not explain it). So I asked them how to re-pay the amount over the limit. Their solution was to go to the Post Office (it was the weekend when I called) to pay the extra charge which the customer rep could explain nor advise what it was for (only later I realised it was for the said annual bank fee which did not appear anywhere on my credit card). I also have to mention that the customer rep advised that the bank statement would be visible on my account on the 20th of the month, today is the 22nd and the statement is still not there. Overall, this is the last time I have taken a credit card with Citi Bank. As soon as I repay my debt I'll cancel my card. Shame on you! P.S. Unfortunately I can't attach my statement as there is nothing there.

Unprofessional – I had my wallet stolen and the app wouldn’t allow to block and dispute the transactions done by thiefs. Customer service is slack, took the lady on phone exactly 34 mins to note down I got robbed and I need to block some transactions while I was desperately waiting to get off the phone to contact the Police about the incident. Commbank is best… Read more

they do everything instantly.

And 2 months later I am still receiving emails saying they need another 60 days to process the dodgy transactions. Poor service Poor communication poor Everything

Citibank should replace C with SH – This is the Slowest and most ambiguous bank, any transaction takes 2-3 business days. Customer care is worth 2 stars maybe. Their online portal is a pain in the back. Even though it is owned by NAB, it doesn't meet the Australian service standards. My ANZ account noticed fraudulent activity and blocked the card, informed us and put everything in… Read more

dispute by itself. Whereas Citibank has none of the above, we had to keep an eye on and let the bank know if we see any anomaly. Live chat isn't live at all.

Would not recommend - extremely slow – Awful and slow service. Customer service is slow to understand issues and it takes a long time for any solutions to be implemented. Even something as simple as posting out the physical card takes far longer than you would expect. Unlike most other banks these days, you cannot begin using an electronic card before the physical card arrives.

hard to understand – i have a lot of trouble understanding the operators of online credit cards problems, they have a very bad accent , very hard to understand, i thought with time they would improve, but still a bit of a nightmare when there is a problem, , Show details

Don’t bother – Possibly the worst bank you’ll ever have to deal with. The online services are so difficult to navigate and customer service is nonexistent. Terrible service and experience

Blamed for Working Overseas – I was recently scammed by someone who got into my account and wrote bad checks. Citibank decided to close the account. They told me I could open a new account. I'm an American who works out of country as an international teacher. They refused to open a new account even through they told me in the security department that they would work with me.… Read more

The new accounts department told me it was because I'm American who don't work in our country. Expats and Military beware Citibank is blaming you for your service!

deplorable and incompetent service – Abominal and unprofessional service This review is regarding the incompetence and thoroughly disappointing service received from Citibank for their “simplicity” card. Last December, I contracted with a company to ship a suitcase from the USA to Italy. The company failed to safeguard my bag and much of my property was stolen. I had purchased extra… Read more

insurance to cover damage, loss or theft but the company only reimbursed me for a small fraction of the value.

I opened a dispute with my credit card provider (Citi) to recover the shipping fees and insurance cover that I paid for. I opened this dispute on the telephone with a real person who erroneously opened the dispute as a merchandise return instead of a service-related issue. After THREE MONTHS of back and forth, providing documentation etc. Citi closed the dispute (Citi dispute number 202405300922072222064) and ruled in favor of the vendor. Reason: I failed to return the merchandise to the seller. Not only are the dispute ”experts” incompetent but they are also illiterate. They could not or would not read the letter of explanation which clearly describes the failed SERVICE provided by the vendor and due to their negligence cost me $ 213. As a result, I have paid off my credit card and refuse to do business with this institution until such time as they reimburse me for their pathetic, negligent service. Additionally, I was assured by a supervisor in one conversation that the case would certainly be ruled in my favor.

All of this, of course, is easily verified since “all calls are recorded for verification and training purposes.” Citi will not discipline its negligent employees nor reimburse me for my loss caused by their failure to offer their customer proper care and service. Ultimately, I was not refunded any money and my case was closed, ALL due to Citi’s negligence.

My other credit card providers offer much better service than Citi. Caveat emptor: just because there are no annual fees does not mean that Citi is the better credit card provider.

Don't bother – Rewards system is confusing and once you work it out you realise it isn't worth the annual fee. When I went to close my account it had 8 cents on it and the initial phone conversation with customer service was very unhelpful- I couldn't pay over the phone or via bpay and was told to go to the post office, where it's a $2.50 charge to pay it. … Read more

Eventually it was waived once someone with some sense was on the other end of the line. A couple of other frustrating experiences plus the crap rewards system means I'd recommend staying away!

A mental health test – Try to convince your company not to use Citibank for corporate credit cards if you can avoid it! It will result in a mental health test if you have to try to resolve any issue with your card. Multiple phone calls, ridiculous verification processes and you simply can't understand the call centre assistance...makes it a bit difficult to solve a problem! Show details

Beyond Poor - Absolutely Terrible – Absolutely terrible. I used to be a Citi card holder for many years, and decided to rejoin. The application process is poorly designed, primarily because the system just does not work (requires uploading of documents, but wouldn't let you). Any phone interaction with Citi is beyond painful. Once you get through the many menu options, and… Read more

assuming you were not disconnected while waiting, you find yourself speaking to someone offshore over a terrible phone line. Every call, without exception has the same issue. That is compounded by being put on hold after every question (the rep never knows the answer and has to look or consult) and being disconnected every time they try to forward your call. Using email gets you much better answers, but is a comically poor experience itself. After failing to send numerous times, I discovered that amongst the characters you can't use in an email is the single and double quotes. These are very common characters (anything from CAN'T to I'M to IT'S - they are all words you cannot use) and having that limitation in 2024 is an absolute joke. I very much doubt someone at Citi is reading this, but maybe NAB would realise the quality of the business they invested in and do something about it.

Worst, Horrible, Make false promise and Big Lies – Worse, worse, worse service! Full of lies and the management is more than ridiculous. They have high end manager named OLIVER and he was trying to give me 15,000 point equivalent of loss of my family member. I booked an airfare using their platform and due to illness I have to cancel only one person. And a year later, they slammed 100% the charges… Read more

on me, even they had offered the travel insurance. I travel with my family several time a year and I have always used the CITI Card. Very unprofessional staff including their managers

Unprofessional & Dangerous Banking! – Before considering banking with Citi be warned that this mob is doing everything in their power to get you to borrow more and spend more. Locked in to a personal loan at a ridiculously high rate, I have called Citi many times to try to get help setting up the banking in a way that suits my needs. This has fallen on dear ears, however they continue… Read more

to try to put forth to me different products all which encourage me to spend more and accumulate more debt. This is so unproffesional and bordering on being ilegal. I feel trapped with no help in sight.

$24k credit card fraud and zero help – I’ve had a Citicard for 6 months and it wasn’t a problem until it was. On 12th April this year , scammers accessed the online credit card account, activated google pay, loaded it onto an android phone in London and bought $24k in handbags in 4 mins. I use an iPhone. Google pay Smash’s through daily card limits and even the total card limit. … Read more

Citi’s entire security hinges on SMS one time passwords, which is about as secure as a sieve is for carrying water. There are four possibilities how the scam went down 1) I was a victim of a Sim cloning attack. Which essentially means whatever otp gets sent to your phone Gets sent to theirs. 2) Citi employee was the scammer 3) telco was hacked 4) bank was hacked. I know I was hacked, but I didn’t give anyone the OTP. Essentially I was a spectator. All the Australian telcos told the banks in 2012, SMS is not secure period. Anyway I reported it to bank and the police within one hour and now according to Citi it’s my fault because “ on the balance of probability it’s my fault” . The canned message when you call Citi says “ we do not take into account your personal situation or the objective of your call” . Caveat emptor.

So I’m now on the hook for $24k. I have tried dealing with the Citi call centre but generally the level of English is so poor you either have no idea or no confidence what the person the other end understands or has done. They are not allowed to send e-mails. Nothing is in writing. So it’s a case of he said , she said. There is no street address and they operate out of two different GPO Boxes in Sydney. The stress from the gross incompetence was so bad I have hired a fraud lawyer. He said my case was a nobrainer and I would win, if I took it took banking ombudsman. Which I will, as the banks are losing 87% of the cases. Citi just assumes people won’t bother to chase them. But I will. Do not deal with this Institution they absolutely don’t give a toss, provide zero help and average call length to achieve anything is minimum of 1 hour arguing. My longest call was five hours to activate a card to get back online. It took a total of 32 days, the next day I’m locked out again. Jesus wept. I’ve just received an email and I quote” we advised you to have not received any SMS in relation to the unauthorised transactions” . I genuinely have no idea what this means and the person to whom I next spoke to get a translation was so garbled I had no idea what they were saying. My wife was listening in and she English is not her first language and she had no idea either. Save yourself the heartache. If something goes wrong with your account you will get no help just excuses and blame shifting.