Citi struggles with mobile app outages, drives users to website

Citibank is reportedly dealing with technical issues around fraud alerts, long wait times for customer calls to its fraud department and access to its mobile app.

Customers in the bank have spoken about these problems on X, and hundreds of users have flagged the problems on the website DownDetector.comCNBC reported Wednesday (January 15).

Reached by PYMNTS, Citi said in an emailed statement: “We are experiencing some technical issues with the Citi mobile app experience that we are working to quickly resolve. For service needs during this time, customers can still log in to Citi.com or call the number on the back of their card or on their monthly statement.”

The Citi outcome reported on DownDetector.com began around 6 Pacific time on Wednesday, peaking with about 1,273 higher-than-normal reports around 1 p.m. 9.30 and stood at about 527 more than usual at about 13.30, according to the website.

The page said it all reported problems from users was mobile login (85%), online login (10%) and credit card (5%).

IN -one answer to a customer reporting a problem on X, the official US customer service account by Citi said: “We are aware of the fraud notificationand the long holding time. Our team will notify you when the issue is resolved. Feel free to log into the website via a browser to review any recent activity.”

In another answerwas on the account: “We are currently investigating this issue you are facing with our mobile app and we will notify you once this has been resolved. In the meantime, feel free to try using our entire site.”

In a third answer to a customer it said: “We are currently working on this and ask you to try logging in for another 1-2 hours. Please log in via a browser.”

Citi reported in its third-quarter earnings call that its customers continued to move toward digital channels. The bank is active mobile users rose 8% year over year to 19 million in the third quarter, while its active digital users rose 5% to 26 million.