Citibank

Report Card
B
Overall Grade
B
Mortgages Grade
A
Debt Collection Grade
C+
Credit Reporting Grade
Citibank is rated overall in the top 74 percentile (out of 100) based on 17,602 customer complaints.

Statistics

Complaints Currently In-Progress79
Complaints per $100K of Deposits18.6
Complaints Resolved in a Timely Manner98.2%
Resolutions Disputed by Customer20.7%
Average Time Until Resolution33 days

Financial Report

Owner CorporationCitigroup Inc.
EstablishedJune, 1812
FDIC InsuredJanuary, 1934
FDIC Certificate #007213
Number of Branches955 (281 International)
Total Assets$1.4 Billion (4th)
Total Deposits$948 Million (4th)
Total Equity$147.6 Million (3rd)
Quartarly Net Income$3 Million (4th)

Contact Information

Corporate Headquarters
701 East 60th Street North
Sioux Falls, SD 57104
United Statesflag
Website
www.citibank.com
Data Summary
Citibank logo

Grade Summary

Overall, Citibank received a grade of "B" based on how quickly the company responded to complaints, how often customers disputed their final resolution, and how many complaints were recieved per customer.

Grades are also broken down by the financial products offered be each institution. Citibank is rated "B" in Mortgages, "A" in Debt Collection, "C+" in Credit Reporting, and "C-" in Credit Cards. Click on any of the financial products to see how Citibank compares.

Overview

Citibank has received 17,602 consumer complaints since November, 2011 – more than 99% of other banks.

Of those complaints, 98.2% of complaints were resolved in a timely manner. The CFPB allows 60 days to resolve complaints before considering them 'untimely.' Citibank meets the 60-day response deadline less frequently than 52.8% of other banks.

After companies respond to complaints, customers may dispute the response indicating that the issue was not resolved adequately. 20.7% of customers dispute Citibank's response to complaints — worse than 60.3% of other companies.

Most of Citibank's customers complain about mortgages with the primary issue being "loan modification,collection,foreclosure."

Citibank is primarily a commercial bank with an international specialization. Citibank is based in Sioux Falls, South Dakota and is the 4th largest FDIC insured bank in America.

Naturally larger banks receive more customer complaints than smaller ones. This does not necessarily indicate that a bank is better than another in terms of service and customer support.

However, even after adjusting for bank size and number of customers, Citibank receives far more complaints than most other banks. Citibank recieves more complaints per customer than 98% of other banks – customers are significantly more likely to file complaints than customers of most other banks.

Corporate Headquarters
Complaints by Product
Complaints by State
Complaints Against Citibank
#Financial ProductSub-ProductComplaint IssueComplaint Count
1MortgageOther mortgageLoan modification,collection,foreclosure1,709
2Credit cardBilling disputes1,669
3MortgageConventional fixed mortgageLoan modification,collection,foreclosure1,077
4Credit cardOther793
5Credit cardAPR or interest rate720
6MortgageConventional fixed mortgageLoan servicing, payments, escrow account709
7MortgageOther mortgageLoan servicing, payments, escrow account702
8Credit cardIdentity theft / Fraud / Embezzlement618
9Credit cardClosing/Cancelling account600
10Credit cardLate fee506
Responses From Citibank
#Company ResponseResponse CountTimely Response CountDisputed Count
1Closed with explanation12,25912,176 (99.3%)3,105 (25.3%)
2Closed with monetary relief3,4293,414 (99.6%)395 (11.5%)
3Closed with non-monetary relief2,0151,990 (98.8%)227 (11.3%)
4Closed without relief1,3511,297 (96%)368 (27.2%)
5Closed with relief681653 (95.9%)84 (12.3%)
6Closed133129 (97%)33 (24.8%)
7Untimely response1041 (1%)0 (0%)
8In progress7878 (100%)0 (0%)
Complaints over the Past Year