Citadel Credit Union

Jorge L 

on BBB

a year ago

******** customer service. I called two times to my bank where i have been a member over 20 years with numerous accounts and waited on the line for **************************************************************************************************** i had to try numerous methods of putting my name in to get the authentication to complete which in turn locked my Apple Pay account out. Then i called again waited 20 mins got moved around in departments to a phone *** who proceeded to tell me i had to setup a Skype/web call to co... read more

Jackie I 

on BBB

a year ago

This credit union used to be amazing but not it's absolutely awful. If you accidentally try to make a purchase that will over draw you account. They declined it but then charge you $33. I was told by customer service it's because "a lot of work goes into declining a transaction and they incur fees" which is a lie. There are so many instances of this horrid company lining there pockets but stealing money from people. They should be shut down! 

Yazmin M 

on BBB

a year ago

This company is a fraud for the hard working consumer. They will charge you a $33 fee for declined transactions. They don't pay the transactions but will charge you a declined fee. Horrendous do not use this bank 

Lisa S 

on BBB

a year ago

Citadel does not allow me to make a payment from my checking account to my ********************** card account. I cant transfer the money from my checking account to the ********************** card account. I got paid and my payroll check went into my account after 12am on my pay date. They would not allow me to use my card to pay my bills, withdrawal money, or make a payment to my credit card. My car insurance was due, I needed to pay my water & electric bill and was not able to because of the hold they put on my account fo... read more

Kevin A 

on BBB

a year ago

My account information was leaked and nearly $16,000 was stolen from me back in 2020. I have never recovered financially from this and now am in crippling debt. When I contacted their fraud department the refused any and all attempts to refund any amount of money that was stolen from me telling me that I authorized the payments. This all happened after my identity was stolen and I alerted not only law informant but Citadel as well, they were made aware my identity was compromised and did nothing to reimburse me for all of my... read more

Jennifer L 

on BBB

a year ago

Citadel underwrote a car loan, and I decided to open a credit card with them to use with my sole proprietorship. When the credit account was opened, I asked them not to increase the credit line, and they assured it they would not. Weeks later, I received a letter stating that my credit line had been increased. I called, requested and was granted the decrease, and was assured it would not happen again. Months later, I received another letter granting a credit line increase. Again, I called, demanded they reinstate the previou... read more

Frank W 

on BBB

2 years ago

I have banked here for over twenty years. I loved the personal attention and friendly welcome. Then they did away with the tellers and replaced them with machines. Now it feels cold and not welcoming. They encouraged online banking so I used it and got used to it because it was easy to navigate. Then, as IT departments are always doing, they shut the system down for three days and then reopened with a new improved (not) system. Not everything from my accounts in the old system carried over. It is not user friendly. The suppo... read more

Robert R 

on BBB

2 years ago

Every single month for years I have to spend 30-60 minutes on hold with the fraud department for bills I pay every single month for years, and when I explain every single month, all I get is rudeness from the other end. The last lady said you don't have to take it out on me, I said how am I taking anything out on anyone when I'm just asking how this happens every month for paying the same exact bills at the same exact prices every month. I'm so frustrated with this bank it's unbelievable. As soon as I can change banks I am, ... read more

John R 

on BBB

2 years ago

I have been with citadel for over 8 years and recently had fraud activity on my account. And they are declining me my money back after I have proven that it wasn't even me. I even went and filed a police report which officer told me I should get my money back as well and they still have not returned my money! TERRIBLE customer service from a buisness that i have referred many people to. Should be ashamed to treat a loyal customer this way.