Complaints

This profile includes complaints for Citadel Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Citadel Federal Credit Union

  520 Eagleview Blvd Exton, PA 19341-1119

  
• 

  Citadel Federal Credit Union

  511 E Uwchlan Ave Chester Sprgs, PA 19425-2233

  
• 

  Citadel Federal Credit Union

  2560 W Ridge Pike East Norriton, PA 19403-3021

  
• 

  Citadel Federal Credit Union

  75 W Germantown Pike East Norriton, PA 19401-1513

  
• 

  Citadel Federal Credit Union

  522 King Rd Paoli, PA 19301-1759

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I HAVE AN AUTO LOAN THRU CITADEL CREDIT UNION FOR MY 2021 *************************** THE CAR IS BEING BOUGHT BACK BY THE MANUFACTURER AND IN ORDER TO HAVE THIS DONE **** HAS REQUESTED FROM CITADEL BANK A LIST OF MY PAYMENTS WITH AMOUNT PAID IN EACH PAYMENT WITH PRINCIPAL AND INTEREST, AN AMORTIZATION OF MY PAYMENTS AS WELL AT TITLE APPLICTION I HAVE CALLED CITADEL BANK 5 TIMES TO REQUEST THIS INFORMATION SO THAT I CAN PROCEED WITH THE BUYBACK AND HAVE BEEN GIVEN NUMEROUS ANSWERS. BUT AFTER 2 WEEKS I HAVE RECEIVED NOTHING FROM CITADEL I NEED THIS INFORMATION IN ORDER FOR MY CAR TO BE REPURCHASED I AM ASKING FOR THE BETTER BUSINESS BUREAU HELP IN RETRIEVING THIS INFORMATION AS SOON AS POSSIBLE MY ACCOUNT NUMBER WITH CITADEL IS ****** THE ACCOUNT IS IN MY NAME WITH MY ADDRESS EMAIL AND PHONE NUMBER

  Business Response

  Date: 06/15/2023

  June 15, 2023

  Dear *****: 
  

  This letter is in response to your complaint filed with the BBB, Complaint ID ******** on or about  June 1, 2023. This complaint addresses concerns with unfulfilled requests for documents and  information.  
  

  An email was sent June 6th, which included attachments of your payment history, title application  and an amortization schedule. These documents should allow your buyback to proceed, if  additional information is needed, please let us know. 
  

  Thank you for providing Citadel with the opportunity to address your concerns.

  Sincerely, 
  ***** ******* 
  Director of Consumer Lending 
  

  Customer Answer

  Date: 06/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:05/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am continuously being charged overdraft fees for items that aren’t even being paid out by the institution to cover the charges. I have 14 over draft fees totaling $457 and my account is over drawn only $457, which means my overdrafts are the only fees on my account but it shows that nothing was paid out on my behalf to any other company. So what am I paying overdraft for? Just the processing and return of the payments?

  Business Response

  Date: 05/31/2023

  May 25, 2023 

  Dear ******,  
  

  This letter is in response to a complaint you filed with the Better Business Bureau, on or about May 11, 2023, regarding the accumulation of nonsufficient funds fees (NSF) on your account, without the items being paid  to the merchants, causing your account to be negative only the amount of the fees. NSF fees are charged  each time a merchant attempts to withdrawal money from your account and the funds are not available.  We have reviewed your complaint and have tried to reach out to you on both your mobile phone and  through email with no response. We would like to work with you on the potential of reversing the fees, however; we need to first discuss how to prevent companies from continuing to attempt to debit from your  account, so you do not continue to accrue more fees.  

  Please contact me directly at ###-###-#### or ***************@citadelbanking.com to discuss your account  in further detail.  
  

  Sincerely, 
  Director, Member Experience 

• Initial Complaint

  Date:03/30/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was reposessed by Citadel Credit Union because "I didnt have insurance." Even though I have car insurance with *******. To get the car back they demanded that I pay the balance on the car in full as well as a credit card balance. This seems like theft and extortion.

  Business Response

  Date: 04/26/2023

  Citadel Response:

  Since the response could be made public I will limit the amount of information disclosed in this response. There was a disconnect on insurance coverage after a change in policy and Citadel not being notified.

  Citadel has a settlement offer to present to ******************************* to resolve this matter in an applicable manner.

  I listed my contact information so the complainant can contact me.

  Respectfully,

  ***********************

  ************

  *******************************************

  Customer Answer

  Date: 04/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: You are not addressing the issue and are obfuscating the complaint levied against you. Citadel fraudulently took my vehicle by claiming I didn't have insurance when I did. Then Citadel would not release my vehicle without also paying off a credit card that has no connection to the auto loan. You have stolen my property and continually lied about why you stole it and how to get it back. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:03/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Noticed 2 clearly fraudulent charges totalling 1028.80 made online at *******.com for pickup in Louisana. ******* denied 7 other similar purchases on the same dates Feb 20 and 21, 2023. Reason being possible fraudulent activity noticed. They allowed an **** purchase and an ***** watch purchase but denied multiple purchases of these and other electronic purchases. ******* clearly shows the denied attempted purchases with the 2 completed purchases. Citadel believes it is my job to do the investigation into the fraud when they can simply contact ******* and obtain the activity that occurred and refund my money like any other bank in United States would do. Not happy with the customer service this bank believes in. DO YOUR JOB, I ALLOW YOU TO BE RESPONSIBLE WITH MY MONEY AND I EXPECT YOU TO PROTECT IT. Been a customer for over 25 years and never claimed a fraud charge before so why is it so hard to believe that because I am a *******.com customer that I must have charged an **** and ***** watch (I have an android) and I live in PA not Louisiana??? 

  Business Response

  Date: 04/03/2023

  March 30, 2023 
    
  Dear *** ******:  
  This letter is in response to a complaint you filed with Better Business Bureau on or about March 29,  2023. The following information is intended to respond to the issues you raised in that communication.  The transaction mentioned in your complaint occurred on 2/21/23 and involved your credit card in the  amounts of $421.87 and $606.24. We noted the following after investigating your complaint: 
  1) There is an inquiry from *******.com on 10/1/22 which is the result of adding this card number  (ending ****) to an online account. Your debit card activity supports that you do have an online  account with this merchant, and you also have confirmed that with our representatives. 
  2) The original dispute stated that you did not order anything from Walmart.com but that your  account from this merchant was “hacked”. You further explained that ******* emailed you to  complete an affidavit for these charges. 
  3) Our fraud department requested you to provide a letter from ******* stating the compromise to  support your dispute and move forward but you were not able to provide that to us. 
  Based on all of the information retrieved from the transaction and your visit to the office, the best course  of action was to direct you to the merchant since they were investigating your claim for fraud. This was  also the point of compromise. In order for Citadel to pursue this recovery on your behalf we asked for  a statement from the merchant which you were unable to provide. This is a crucial for us to pursue an  investigation for the fraudulent charge. 
  To date, we show you received a credit from the merchant on 3/29/23 for both of these charges and  would assume the issue has been resolved by the merchant. If you should have any further questions,  please do not hesitate to contact me at (**** ********.  
  Sincerely,  
  *********** *******  
  Vice President, Risk Management 
  
  

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an account online with citadel credit union and I can’t transfer funds because citadel has the wrong address and phone numbers that I never gave them so I can’t transfer because I can’t fix my address to the correct address. Update: I called for the last two days and finally spoke to someone now the transaction has been processed and the money is no longer in my citadel account since 130pm today and still after midnight the money from my citadel account has yet to be transferred to my **** account.

  Business Response

  Date: 03/31/2023

  March 30, 2023

  Dear *** ********:
  

  This letter is in response to a complaint you filed with the Better Business Bureau (BBB) on or about March 17, 2023. In your complaint, you noted having difficulty establishing an external transfer as well as the timing of receiving these funds at the desired financial institution. More specifically, you stated that you created an external transfer, and these funds were removed from your Citadel account on March 15th but were not posted to your **** account on the same day. We have researched our records as they relate to your account and reviewed the transfer history for the period noted.
  

  At 2:16 pm on March 15th, we processed an external transfer on your behalf forwarding certain funds to a designated account at ****. These funds were deducted from your account at Citadel Credit Union and included in the transaction record sent to the Federal Reserve, with an effective date of 3/16/23. This is the same date that **** reportedly credited the funds to your account.
  

  External transfers are not generally received by the other financial institution on the same day and can take up to 2 business days to be reflected in the designated account. Availability of any proceeds of the transfer is subject to the hold policy of the receiving financial institution.
  

  If you have any additional questions regarding this transaction, please contact us at ************.
  

  Sincerely,
  

  ******* ********
  Director, Member Experience

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I opened my account back in August 2022 I was given a packet with my information. When I filed my taxes I used the information they gave me and my return was still not showing in my account. Come to find out they gave me another person's account number for both savings and checking. Now because of their miss management the irs says I have to wait 4-6 weeks. I am recently unemployed and was relying on that refund to live on until my unemployment kicks in. I asked them because of their mistake to extend me a personal line of credit for 700 and they denied me. I believe they should at least offer me a small line of personal credit because this was all on their hands this is a complete breach of data and I don't even know if they told the other woman that I have her account information

  Business Response

  Date: 03/27/2023

  March 27, 2023

  Dear *** *********:
  

  This letter is in response to a complaint you filed with the Better Business Bureau (BBB) on or around March 13, 2023. In your complaint, you noted that your IRS tax refund had been deposited into an incorrect account due to a Citadel error. This error resulted in the IRS taking 4 to 6 weeks to issue a replacement refund to you.

  We have reviewed your complaint and issued a provisional credit to your account until you receive the replacement proceeds from the IRS. Once the replacement check is deposited, the credit we issued will be removed from your account. During our recent phone conversation, we confirmed you have the correct direct deposit information to ensure this unfortunate situation doesn’t occur again in the future.
  

  We apologize for the error made on your account and hope the resolution noted is satisfactory.
  

  Sincerely,
  

  ******* ********

  Director of Member Experience

• Initial Complaint

  Date:03/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an auto loan with CFCU from March of 2018, to February 2023.In June 2021 I had to cancel my debit card for fraud charges. This in turn canceled my car insurance without any notification from my carrier. I thought it was linked to bank account, but in any event I was uninsured from July 1, to August 27th 2021, roughly 7 weeks.CFCU has a point in their contract saying that any month the vehicle is uninsured during loan will incur a $300 per month charge so they can provide insurance.Although its frustrating they wouldnt work with me on that because I wasnt being negligent in letting insurance lapse, thats what was in the contract I signed, so I understand Im responsive for 2 months being uninsured, which is $600 Upon realizing insurance lapsed, I immediately got a new policy being told original that I had for 8 years couldnt be restored because it was past 30 days due.This is where all of the issues with questionable charges come into play.I continued to make my monthly loan payment, and one day many months later I got a call from Repo saying they were picking up the car because I was over 3 months behind on my loan.I thought it was in error, but upon speaking to citadel, they said I owed over $2000 on current loan due not being insured since July 2021. I told the rep how my card got hacked, and in turn canceled insurance policy. I was told no problem, just get all docs needed proving I was insured, and all fees would be removed, and any overage paid would go to loan amount.This took several months to resolve, and although I had paid an additional $890 in charges during that time (over and above $600 owed for two months of being insured) my acct was still over $2k past due, and was told the new monthly payment for the 13 months remaining of 72 month loan would go from $505 to $647.I asked why, and couldnt get an answer. Ive since bought out my loan, and believe those charges were never removed, since buyout was over $2k more than I thought.

  Business Response

  Date: 03/14/2023

  March 14, 2023 
  Dear *****: 
  This letter is in response to your complaint filed with the Better Business Bureau, Complaint ID ********. This  complaint addresses concerns with the cost of the collateral protection insurance purchased by Citadel to cover  your 2015 ******** ****, and the processing time to acquire a resolution to the insurance deficiency. Thank  you for providing Citadel with the opportunity to review your complaint and issue an explanation to your  concerns. 
  On April 25, 2018, Citadel provided financing to purchase a 2015 ******** **** *** from *** ******. At the  time of your purchase, you signed a retail installment contract and an agreement to provide accidental physical  damage insurance. These documents notified you of the insurance requirements. If you failed to keep your  promises about the required insurance, Citadel may advance money to obtain insurance to cover loss or  damage to the vehicle. The cost of this insurance would be added to your loan balance, interest would be  applied to this amount, and your monthly loan payment could increase. In review of your retail installment  contract and the agreement to provide accidental and physical damage insurance, I was unable to find  anywhere a disclosure that the cost of insurance would be $300.00 a month.  
  At the time of your vehicle purchase you provided Progressive insurance, policy number ********. This policy  was acceptable and renewed several times until it expired on July 2, 2021, after not being renewed. Citadel  mailed a notice to your address on file, dated July 21, 2021. This notice alerted you of the fact that the policy  on file had expired. The notice asked you to take a moment and provide us with your renewal or a replacement  policy effective July 2, 2021. This notice also disclosed if Citadel needed to purchase insurance the premium  cost would be $3817.00 for 12 months. No response was received from you. Citadel mailed a second notice to  your address on file, dated August 18, 2021. This notice alerted you that we had recently sent a notice  requesting a renewal or replacement policy effective July 2, 2021, because the policy on file had expired. The  notice also disclosed again that the premium cost would be $3817.00 for 12 months. No response was received.  On September 9, 2021, Citadel purchased the insurance policy in the amount of $3817.00, which was effective  July 2, 2021, until July 2, 2022. The amount was added to your principal loan balance. On November 3, 2021, your loan payment was increased due to the addition of the insurance premium from $509.25 to $648.64. A  review of your payment history shows you were not making the new required monthly payment amount. This  resulted in delinquent payments as you were not satisfying the new minimum monthly payment. On July 2, 
  2022, your CPI policy expired, and we still had not received valid auto insurance from you. On July 6, 2022, a  notice was mailed to the address on file. This notice stated that your credit agreement requires the collateral  to be continuously insured for the entire term of your loan. Since Citadel had not been provided with  acceptable proof of insurance, a policy was purchased at your expense. The policy expired July 2, 2022, and it  would not be renewed. Continued failure to provide acceptable insurance may result in the purchase of  another CPI certificate. It was disclosed that the premium cost would be $2783.00 for 12 months. Insurance  was not received. A second and final notice was mailed to you on August 3, 2022. Insurance was not received.  The certificate was purchased on August 18, 2022, in the amount of $2783.00 and it was effective July 2, 2022, to July 2, 2023. On October 12, 2022, your loan payment was increased due to the addition of the insurance  premium from $648.64 to $804.05. Review of your payment history shows you continued to make payments  to the loan in an amount that was less than your newly adjusted minimum monthly payment due to the  addition of the collateral protection insurance premium. On December 12, 2022, an insurance document was  provided to our Collections Department. This document provided a refund in the amount of $749.00 on  December 14, 2022. After this refund was processed, your payment was reduced from $804.05 to $774.84. Two additional refunds were provided after receiving proof of insurance. On December 21, 2022, a partial  refund in the amount of $1213.00 was credited to your loan balance. This credit resulted in a reduction of your  monthly payment from $774.84 to $699.58. An additional partial refund in the amount of $2691.00 and  $821.00 was processed to your loan balance on January 25, 2023. The refunds provided another reduction in  your monthly payment from $699.58 to $648.64. These three refunds combined for a full refund of the CPI  premium in the amount of $2783.00. This was for the policy effective July 2, 2022, to July 2, 2023. A refund of  $2691.00 was also processed on the policy effective July 2, 2021, to July 2, 2022. This refund also posted on  January 25, 2023. At this time Citadel still has not been provided acceptable insurance for your lapse period of  July 2, 2021, through August 27, 2021. The cost of the CPI that remained on your loan and was included in your  payoff was $1126.00. The payoff for this loan was received and posted to your loan account on February 28,  2023. Your loan obligation was satisfied at that time. 
  Included in this response will be the retail installment contract, the agreement to provide accidental physical  damage insurance, and all documents mailed to you previously regarding the administration of collateral  protection insurance on your Citadel auto loan account. 
  Thank you again for bringing this matter to our attention and allowing Citadel to review your account and  provide an explanation of collateral protection policies purchased on your behalf. 
  Respectfully, 
  ******* ***** 
  Consumer Loan Servicing Manager 
  

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Citadel has denied my Transaction dispute charge of multiple fraudulent transactions totalling $1500. I have been a member for over 9 years and never disputed anything. I don't have any accounts with the business the scammer made transactions. I have never used ******* , I have never sent money to this person on ******* and I have never used **** **** to order food . I didn't order lifts for mussels o was driving a school bus while these people used my card to scam . My account is in the negative for transactions that I have proof arent mine.

  Business Response

  Date: 03/08/2023

  March 8, 2023 
  

  Dear *** *****:  
  

  This letter is in response to a complaint you filed with the Better Business Bureau on or about  February 23, 2023. The following information is intended to respond to the issues you  raised within that communication.  
  

  The transactions mentioned in your complaint occurred during November 2022, involved  two different debit cards (ending in #**** and #****) and totaled $1,983.39. We noted  the following after investigating your complaint: 
  1) All charges disputed were initially charged back to the merchant in attempt to recover  relevant funds. However, these transactions were represented by the merchant as  “valid”. 
  a. The merchant was able to verify specific information tying the transactions to your  household and these included a name (******* *****), address, phone number,  email, and date of birth. 
  b. The IP addresses used for these transactions was consistent with other activity on  your account. 
  2) The card ending in #**** was issued after your first dispute was filed and activated on  11/27/2022. This was a newly issued card with no transaction activity whatsoever. As  such, there was no opportunity for the card to be exposed to any unauthorized party(s) that would have resulted in fraud transactions occurring. 
  

  Accordingly, your fraud claims were denied based on these specific findings. To seek  further recovery, we suggest you file a criminal complaint with your local law enforcement  agency against the user noted above. We will gladly assist them with their investigation and  provide any documents they may need to rectify this matter.
  

  If you should have any further questions, please do not hesitate to contact me at (**** **** ****.  
  

  Sincerely,  
  Christopher W******  
  Vice President, Risk Management 

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I usually pay my mortgage on the 15th of the month or very close to it depending on when the date falls. I scheduled for a payment to be made on 1/13. On the page where the payment is made it states this payment will process on 1/13. The payment did not process until 1/17 and I was charged a late fee. I called Citadel and they told me my payments was in fact late. This makes no sense. With any other company, the date the payment is made is the date it will post unless it is made after a certain time. My oaymens have always posted after the 15th and Ive never been charged a late fee. I was told that payments from an outside bank can take 3 business days to post. There is nothing is writing that says this. How is one supposed to avoid a late fee if they have not been provided with the proper information. The representatives I spoke to were very rude. I want the late fee waived and the company needs to give out something in writing regarding payments and late fees. They are using outdated systems and customers are being penalized for it. The representative blamed my bank but I have no problems with any other company receiving my payments in a timely manner.

  Business Response

  Date: 02/13/2023

  Re: Better Business Bureau ID #********
  
  Dear *****:
  
  Thank you for writing to us about your payment. The late charge was reversed on February 17, 2023, as a
  one- time courtesy. When payments are made from other financial institutions it can take a few days to
  process. When you made your payment from your other financial institution in January it was on the 13th of
  January, the Friday before a federal holiday. All payments are processed immediately upon receipt on the
  business day it is received.
  
  Please see below this is the notification in on-line banking explaining that it takes 1-2 business days from
  the process date to credit the account.
  
  I understand that this authorization will remain in full force and effect until I cancel this transaction through
  online or mobile banking. I understand that cancellation of the transaction is only permitted prior to
  processing of the transfer. To complete this transaction, click the "Authorize" button. Once authorized, there
  cannot be any changes or corrections. Transfers to or from external accounts may take 1-2 business days
  from the process date to credit the account. It is recommended that you print a copy of this authorization
  and maintain it for your records.
  
  Thank you for calling about this immediately, as the late fee was waived the same day we received your call.
  We monitor our calls and will make sure this call was handled properly.
  
  Sincerely,
  
  
  **** ** ******
  Vice President, Real Estate Division

• Initial Complaint

  Date:01/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car loan is with Citadel Credit Union. When I initially got the loan, I spoke to a representative on a recorded call where my question was about paying principal payments. I was advised by the representative that any amount paid over the minimum would be directly applied to the principal.I was told today, 1/17/2023, that that is not the case and I would need to be a certain amount of payments ahead for any amount to be applied to principal. It appears that the representative, who advised my untruthfully, has cost all of my payments to not have the desired impact, which I was promised.

  Business Response

  Date: 02/03/2023

  January 26, 2023 
  

  Dear *** ****: 
  

  On behalf of E*TRADE Securities LLC (E*TRADE), this letter is in response to your  correspondence to the Better Business Bureau (BBB) that was received by E*TRADE on  January 19, 2023. 
  A detailed response to your concerns was sent via mail from the Compliance Department  on January 26, 2023. 

  E*TRADE appreciates the opportunity to address your concerns; if you still require  assistance, you are encouraged to contact Customer Service at 1-800-387-2331. 
  

  Sincerely, 
  Compliance Department 
  E*TRADE Securities LLC