Citibank SG 4+

Citi shut down the web portal that allows us to self serve and view the awarded base and bonus points for each transaction and forces us to use its app, but ironically doesn't avail this feature in their app!

Does Citi expect us to request their in app agent to check and provide a breakdown of the points awarded for each transaction? And also expect you to repeat the same for all subsequent requests to each agent, who responds the chat at their convenience? The agent takes time to respond and worse still, doesn't get what your question is about and keeps directing you to the defunct web portal and you have to repeat and explain the question multiple times to different agents. Why make it so difficult to everyone?

Please provide the feature to view points awarded for each transaction in your app!

Hi Bluishhh, thank you for reaching out to us with your feedback. Kindly drop us an email with your name and contact number to customerservice@citibank.com.sg quoting 'AP-4801' so that we can assist you further. We look forward to hearing from you.

If you think the recent ocbc scam is bad, I’m sure you will never get any help from this app if it happens to Citi. The app looks good, but is terrible in the entire customer journey. Inconsistent in getting to the transactions page, cannot find anywhere in the whole app just to find a due amount to pay for the stupid card. Transactions are slow in reflecting charges made, worse, view all transactions does not work. Did I mention how difficult it is to even go to transactions page? Information within the app appears and disappears at random. Please fire your QC team. Don’t even want to talk about how difficult it is to get to the digital token when I’m logged in. Why does the customer journey requires a user who is already logged into the app to log out just to get to the token feature? Makes completely no sense. Was told I could activate the soft credit card data right after application, in the end I had to wait for the actual credit card to arrive to begin using it. Please hire a professional user journey team to craft the app’s customer journey.

Just to be clear, I do not have anything against Citi nor have I written any reviews for banking app because despite the shortcomings of each bank, I’ve never had a worse experience in using mobile banking app than Citi’s.

Hi BruisedWayne, thank you for reaching out to us with your feedback. Kindly drop us an email with your name and contact number to customerservice@citibank.com.sg quoting 'AP-4620' so that we can assist you further. We look forward to hearing from you.

The app’s look and feel seems polished. But does it serve its objective? I am not sure if it is the app, the bot, or the backend support. But sending “secured messages” within the app gets one no where … When I was charged a late payment fee for one day late in making my mortgage payment (because I forgot to top up sufficiently), I called for waiver and was directed to the app’s secured messaging. I wrote and wrote, and nothing happened. Replies promised call backs but nothing happened. When I wanted to make partial prepayment of my mortgage, I used the website online form (which promised support / call back within one business day), and I followed up with “secured messaging”. And again all to no avail, zero response. Nada. Zilch. It was not until I invested at least 30 mins making the traditional phone call to the perpetually inundated help line, did I manage to finally establish real contact and got the requisite confirmation. It was telling that the person on the line had no record of my online submission, or of my follow up using the much touted “secured messaging”. There seems to be a disconnect between the front-end customer facing app and the operations support that is necessary to back up Citi’s promises to its consumers. Please help us consumers.

Hi Cheerio999, thank you for reaching out to us with your feedback. Kindly drop us an email with your name and contact number to customerservice@citibank.com.sg quoting 'AP-4707' so that we can assist you further. We look forward to hearing from you.