Citibank

Consistently disappointed with this location. Unknowledgeable staff try to make up for their ignorance through false politeness. No one is ever at the front desk leaving only the option to deal with the less than stellar people behind the desk. As others have mentioned, poorly managed. To speak to an manager they leave you waiting for an unacceptable amount of time.

Great experience Alex is exceptional! This manager helped me with my problem. He went above and beyond! Would recommend this bank. In particular this location from tellers to bankers and manager. Great staff. You can truly see the difference between the management team now and the previous one. Client since 2009 would not change to any bank!!!

Great team. Great location. Best tellers in banking. Fast and effective, they know what I want and how I want it. New teller is friendly, Cameron and Cristina are great. Favorite citi bank location

Waited for 1 hour, finally met the branch manager Alexander Zapata to solve a serious and urgent banking problem. Branch manager tried for another hour, failed to resolve and promised to respond on Monday. It was Friday then. Monday came and went, no reply. Tried calling and emailing everyday for the next 3 days, no response. Finally visited the bank the week after on Tues, was told Alexander was out. If I want help, I can wait again for 1 more hour to finally see another manager. Citi Harvard Square does not seem to care for its customers, disappointing compared to other Citi branches.

Possibly the best location for Citibank in Boston, but the worst management team. What a shame.

I have seldom been in a bank that is less helpful. This includes trying to close my account after two frustrating years of banking with them. I closed the account over a month ago and still get an email once a day telling me that my balance is low. I have called and emailed, but they give me the same answer — there is nothing they can do about it. Citibank needs to get its act together.

Wait time is about 5 – 10 minutes on average. That said, the team here has been super-​helpful and friendly to me, and I’ve always had a good experience when trying to replace a lost card, dealing with a fraud alert, etc.
Even better, on the rare occasion when a mistake has been made (e.g. my card got sent to the wrong address), they’ve been great about taking responsibility and rushing to get to a solution.
It feels a bit strange giving 5 stars to a Citibank, but this particular one has earned it.

I was impressed with how knowledgeable and courteous was the staff at this particular branch. I opened an account with them in less than 15 minutes and got one on one help throughout the process. The manager took time to explain the different products and she did not care that I only wanted/​needed a very basic checking account and online bill pay. The bank tellers are very diligent and I could not ask anything more from my Harvard Square Bank. Seriously, compare all your options in the area and you will see that Citibank offers the best product and service in Harvard Sq.

I want to like this bank, really, I do.
They’re conveniently located, they printed a card for me after one of their outsourced customer service reps canceled my card rather than sending me a new one, and there’s never been a line in the 3 years I’ve frequented this branch.
However, I cannot leave a good review. Every single time I’ve gone in there, I have had a negative experience with one rep, who turned out to be the assistant manager, Mamadou Diallo.
When I went in to complain about my card being canceled due to their call center reps not speaking proper English or understanding a word I was saying, he raised his voice, yelled at me in front of other customers, and purposely made fun of my name (which is difficult to pronounce and obviously foreign). The other customers looked uncomfortable, as did the reps, but no one did anything or addressed his behavior.
When I spoke to his boss, she said there was nothing she could do and that she would fwd my concerns onto her district manager.
I’m not sure if that ever happened, because still, every time I went into this bank after complaining, the rep I complained about was still there, still giving me dirty looks, and still rude.
I’ve since switched banks and haven’t had to deal with such petty nonsense.

Recently, I had my wallet stolen. Citibank (by phone) promised to have it delivered by a certain day to my nearest branch location. i.e., Brattle Square. As instructed I went to said location and, to my shock and dismay, my card was no where to be found! My local Citibank rep, in all apologies, took my phone number down and promised to notify me when my card arrived. Not only did they call and leave me a prompt phone message when said card arrived, but they also sent me a text message!
When I needed to order new checks and the sample book with all of the checkbook styles was not available (because the branch was brand new) they waved the check-​ordering fee for me.
Sometimes, I have questioned my allegiance to Citbank. Doubted my loyalty to them, thinking I was just a small fish in a big pond. A number among many.
But with the opening of the new Brattle Square branch, I am reminded of the reality that big banking chains and small-​town service can coexist harmoniously, resulting in the I-​know-​your-​name familiarity meshed perfectly with the I-​have-​the-​established-​resources-​to-​get-​shit-​done approach.