This number isn't possible to assess unless you happen to be a Citibank customer or have no problem giving away personal information.
When I dialed, the automated system asked me if I wanted English or Spanish. Once I confirmed the language, it told me I could either continue with voice-activated responses or switch to touch-tone responses at any time. If I wanted to switch to a touch-tone response, I'd need to hit the star key twice to do so.
At that point, the system asked me to confirm my identity by providing my Social Security Number, ATM PIN number or Citibank account number. Not being willing to enter my personal information and not having an account with Citibank, I had to decline at this point and see if I had another option.
However, there isn't a way to get around this chokepoint. If you try to wait it out, the system will simply repeat the message and ask you to make the same choices again. If you try to say anything besides those numbers, the system will treat it as if you've placed your call on pause and tell you to press any button to resume your call. When you hit a button to resume, the system asks you to input your personal identification numbers again.
With no other options available to me, I had no choice but to end the call, making it impossible to assess whether this number is effective for customers or not. Researching this number shows that it's a collect call for Citibank, which makes perfect sense as to why the company doesn't want anyone who isn't a bona fide customer using this number. This number charges Citibank each time someone uses it, and the website spells out that this is a collect call to Citibank and offers a toll-free alternative. As such, asking customers to confirm they are customers is a sensible step.
Having a pause system on the menu also makes a lot of sense. The automated system seems to pick up on any background noise, and having it ask the customer if they want to pause the call and resume keeps the system from taking the call in a direction that customers don't want. It can be a frustrating experience to call a customer service number and have the automated system take you to a menu you never asked for because the system picked up on background noise. This keeps that from happening, limiting frustration on the part of customers.
Given that I can't give a complete picture, I can't say if I would use this number or not if I were a customer.