January 2023 by James S.
'Could've been better' is accurate. The staff at the Westwood branch has done as good a job as they can, but they are unbearably understaffed. I presume this is a corporate issue. I typically do not review 'chains', and of course in this case it's known as a branch. This branch needs a lot of water from the roots up. They need more gardeners, you might say. What they really need is more human help. There have been numerous occasions when even contacting them is a challenge. Most of the time, the phone rings until the call gets redirected to a general Citi customer service center. From there, you are back to square one and there's no way that the call center will have answers that a branch could provide. Even if you get through to the branch, you're still gambling that something will actually get done. I'm still waiting for my call to be returned after leaving a message with a team member at the branch. It's a lousy way to treat customers. Technology has been an issue here, too. On at least two recent occasions, the bank was closed because its system was down. How is that possible? About a year ago, Citi closed the smaller branch up the street that ran very smoothly. Citi closed another smaller branch a couple of miles away that was also good. The Westwood branch has some very capable people working there, but they are simply overwhelmed. It's disruptive and is bad business. I wish there were nicer things to say, but frankly, the experience here instills no confidence.