Citibank in Naperville, IL

Helpful service

Good

If there were negative starts my complaint would be "the numbers don't come close to accurately reflect the incompetence and outright abusive banking practices Citibank, from this local branch upward, toward the elderly / seniors. My 83 year old mother got a home equity loan, which I was involved with from the beginning because she's hearing and all the other factors that seniors deal with .. she started the home-equity process over four months ago. On multiple occasions, each trip to the bank during the process required A three hour round-trip drive. On three separate occasions she was told they didn't get either a enough or accurate information she would make the 90 minute trip to point out, I need to occasion, the original loan officer actually had the correct information in his file and did not notice it or did not read it. Tprocess, and after multiple other mishaps, she was told a long was finally approved, as they expected all along, and we are waiting for a closing date. She asked that she be kept informed along the way, is this loan letter to great deal to her, not because she wanted a shiny new toy, but for the most basic reasons. We has to be kept informed , but weeks for go by without any information, then when we call we hear "I was just going to call you. Twice were told, after already being instructed loan was approved, twice were told they were now missing something else. Began working with the branch manager, and only the branch manager. Incompetence at this point was so great, my mother at such distress over it, I asked that we work with and only with the branch manager, assuming that Shirley she would spearhead the closing. It's hard to imagine this is true, but things get worse. She was given another closing date. Six days past, but 30 minutes before the closing they left a voice mail for her, stating they needed to cancel - I don't remember the BS reason that, regardless of the reason for closing, they didn't know the reason until 30 minutes prior - they also left a message at her home, which she knew was a 90 minute, one way drive - and she also knew that due to my mother's hearing impairment it was critical email both her and me as well addition to calling me. Approximately four weeks later another closing date was set. Given all the history, I basically pleaded with the branch manager to keep in touch, at least once, before the closing, j just to give my mother some sense of confirmation - anything that might help this 83-year-old woman, who's been stood up several times and made multiple trips to give give documents they already had, sometimes twice, tech leave some sort of email communication that might provide some sense of assurance, anything to help comfort her fear that it could even be possible they are there cancel last minute or just not show at all. We did not get any emails during those six days of anticipating the closing. The day prior I left two voicemails with two different people, as well as an email asking that she at least confirm it was happening the following day before my mother made another three hours, before I tAke another day off work. This time they canceled and didn't bother to communicate via voice message or email. I'm a Health psychologist and at this point I became deeply concerned for her well-being.She just could not understand how this could happen again and again. And, she certainly could not understand why no one, regardless of position could know the negative affect this is having on her. Should meet people, shake their hands, see them smile and tell her "I'm sorry, you should not have to go through this, we're truly sorry and we're going to take care of it" and yet, on two occasions they've seen her cry and confusion distress and yet look her straight in the eyes, plan another date, promise to minimally call, then just let another occurrence come and go. Another date was set, today. The right people aren't here. They told us she could go back to my house and they would send the people over.when they arrive

Very friendly and helpful mgr and staff.

Have had several positive experiences with the staff and love the free coffee! Very pretty inside!