This branch provides a HEAP benefit withdrawal system, allowing senior citizens to get part of the sum ($40 out of $50) from this branch's ATM machines once a year with a New York State Benefit card.
Today, (11/01) at 10:30 AM, an elderly lady (Ms. G.R.) tried to withdraw the sum from her New York Benefit card. The ATM MACHINE DID NOT RETURN any CASH but took the amount from the card! When Ms. G.R. Asked for help, she was told that Citibank could not be held responsible for it and refused to even check the computer.
They proceeded to tell her and her husband to call the Benefits office and KICKED THEM OUT of the bank. Ms. G.R. Called the Benefits office, who informed her that it was the bank's duty to investigate any such glitches in their machines.
Three hours later, I went to this branch for Ms. G.R. To ask about this situation. The customer representative, Ms. GLADYS RIVERA, upon finding out what I was here about, became extremely rude and unprofessional, telling me that I was 'not her customer' and that she had 'clients to tend to'.
I politely asked if I could speak with one of the managers, which was followed by her yelling that the Benefits people had no place here, no responsibility would be taken, and refused to connect me with anyone. I asked if I could at least find out the name of one of the managers, but to no avail - she claimed that I don't need to know and yelled at me to go away.
I was appalled at the sheer amount of rudeness and irresponsibility for even a minor glitch that I encountered here. Frankly, I'm glad that this is NOT a bank I do business with.
Liliya
Brooklyn, New York
U.S.A.
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