Horrible Customer Service & Inconsistent Information – Avoid Citi Bank! If I could give zero stars, I would. My experience with Citi Bank has been nothing short of frustrating and disappointing. I applied for a secured credit card and was approved. I set up my account and actively used my card to pay bills. However, when I tried to add my card to Apple Pay, I was blocked due to a verification issue. Understandable for security reasons, but what followed was an absolute nightmare. First, I called Citi Bank and was asked to verify my identity. I couldn’t remember my security word, so the representative asked if they could send a code to a different number. I provided my best friend’s number, only to be told they couldn’t use it because it wasn’t in my name. The irony? They were the ones who asked for an alternate number in the first place! When I pointed this out, the rep became dismissive and told me the only way to verify my identity was from my workplace, where they would have to call me. Fast forward to February 11 at 3 AM, I call Citi Bank again to finally complete the verification, and it only got worse. The first representative, Sophie, went through the process, and when I finally provided the correct security word, she told me I had exhausted all my options. How?! I followed the instructions from the last rep, and now I’m being told something completely different. To make matters worse, Sophie was sarcastic and dismissive throughout the call. Frustrated, I asked for a supervisor and was transferred to Kim at 3:13 AM. She also went through the verification process, only to tell me they couldn’t use my work number, even though that was the original instruction given by another rep! When I asked why they couldn’t just use my personal number, the only solution she gave me was to wait 7-10 business days for a letter in the mail, which they refused to expedite. The lack of consistency, the misinformation, and the rude customer service are unacceptable. Every representative gave me different answers, and none of them could clearly explain why they couldn’t proceed with the verification. As a new customer, this has been an awful first impression, and if I had known Citi Bank treats customers this poorly, I would have never wasted my time opening a credit card with them. I DO NOT recommend banking with Citi. If you’re looking for a reliable bank that values its customers, do yourself a favor and go with Bank of America or Chase instead. Worst banking experience ever!