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 has 22 locations, listed below.

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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

  
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  Citadel Federal Credit Union

  2560 W Ridge Pike East Norriton, PA 19403-3021

  
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  Citadel Federal Credit Union

  75 W Germantown Pike East Norriton, PA 19401-1513

  
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  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:01/06/2023

  Type:Billing 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.

  In November I was applying for jobs for extra money for the holidays and I got what I thought was a job. They sent me my first assignment which was to evaluate foot locker I deposited the check into my bank account and proceeded to do the assignment as soon as the funds cleared. 5 days later I was locked out of my account and bank told me it was a fraudulent check. My ssd goes to this account and is my only source of income knowing I get direct deposit ******* at citadel **** to send copies of everything to prove I didn't do it and that it was fraud. They were supposed to give me a repayment plan which they would automatically get every month when my check is deposited. On January 5th they told me they were taking my whole check and leaving me destitute with no means to paymy bills or buy food. I was a victim of fraud. I believe they handled this very unprofessional and have left me a disabled woman with no means to eat or pay my bills this month and until it's paid in full.

  Business Response

  Date: 01/30/2023

  January 27, 2023 
  Dear *** ******: 
  This is in response to your Better Business Bureau complaint ********, filed on or around January 17,  2023. 
  On December 8th, you deposited a check, remotely, for $1,370.52. By December 12th, through various  transactions, the full amount of that check had been withdrawn. The check was returned on December  13th as invalid, bringing your account to a negative balance of over $1,300. 
  After the incident involving your checking account, but prior to my receipt of your complaint, you and I  spoke regarding your account. This conversation was on January 5th, when the account had been  negative for 23 days. During this conversation, I explained that the Social Security check was being  deposited into the account that had been brought negative, and the reasons we were requiring full  repayment. You explained the circumstances to me, and asked again for a repayment arrangement. We came to an agreement, and are working with the repayment arrangement that you and I agreed upon.  
  Thank you for your outreach, and feel free to contact me at any time. 
  

  Sincerely, 
  Tony H****  
  VP, Collections 

  Customer Answer

  Date: 02/02/2023

  [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:01/03/2023

  Type:Product 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 disputed two charges back on November 26. One charge was for $600 and was written in the form of a check the other charge was $400 and was charged with my debit card. Both charges were with a merchant by the name of ***************************. I was told that I would receive a provisional credit for both disputed transactions. I received a credit for $600 but it was from ****** financial. That is when I called Citadel to see what was going on. It is now December 8th and I was told that the previous agent had disputed the incorrect $600 charge and never disputed the $400 charge like we discussed. A manager was now handling the situation and she corrected the other representatives mistake. She said she was going to have the process expedited but now 2 weeks pass and I call in to check the status and provide additional information and there is no update. I put in a request to have a manager call me back and a week goes by with no call back. It is now December 31st and I have to call back again and request to speak with a manager. He lets me know that the $400 disputed was cancelled and the $600 dispute was denied again because it was still being related to the first incorrect disputed charge. Yet again Citadel has failed me. The manager apologized and said he was going to get in contact with the correct people and try to fix the situation after the New Year. He promised to call me first thing Tuesday morning whether or not he had an update. He did not call and once again I had to call in for an update on a situation that was caused by Citadel. He stated that he called around and sent emails but could not provide me with any updates.

  Business Response

  Date: 01/28/2023

  January 26, 2023 
  

  Dear *** ********: 
  

  This letter is in response to a complaint you filed with the Better Business Bureau (BBB) on or about January  6, 2023, regarding two disputed transactions between you and **** * *********, a $600 check that you  wrote off your account and a $400 debit transaction.  
  Below is the timeline of events that occurred and Citadel’s response to each claim:  
  • On 11/26/22 a dispute was entered for $600 (****** *********); members intent was to dispute a  $600 check, not a $600 ACH (case #******) 
  • On 12/8/222 a provisional credit was issued for $600 pending case #******

  • On 12/9/22 *** ******** reported to us that the wrong item was disputed and requested to  dispute the $400 debit transaction  
  • On 12/9/22 A debit transaction dispute was entered for the $400 transaction to **** * *********  (******* # *****) 
  • On 12/15/22 The ACH dispute # ***** dispute was denied; per member and **** response

  • On 1/3/23 Member inquired about disputed the $600 check and was informed that it is not an  option since she wrote the check it is not fraud but a civil matter between her and **** * *********  • On 1/13/23 The debit dispute was closed as denied due to non-receipt of required documentation  from the member, additional proof requested and not supplied  
  If you can provide additional documentation showing proof of refund in the form of a confirmation from  the merchant, the case may be able to be reopened. If no additional information is received the case will  remain closed and no additional credits or refunds will be issued.  
  

  Sincerely, 
  Theresa S.
  Director, Member Experience 

• Initial Complaint

  Date:12/06/2022

  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 recently notice I am being charged for auto insurance through Citadel since 9/2020 however I've been wth ***** auto insurance since 7/2016 I have spoken to ***** who assured me they always send the loan company proof of insurance every six months. Citadel received it for 4years but then claimed they haven't even though twice repeatedly email them proof

  Business Response

  Date: 12/15/2022

  December 15, 2022 
  

  Dear *** ********: 
  

  This letter is in response to your complaint filed with the Better Business Bureau, Complaint ID ********,  on or about December 7, 2022.  
  This complaint addresses concerns with Citadel not receiving your ***** auto insurance policy. You  stated you have been a ***** customer since July of 2016 and currently still are today. Your auto loan  with Citadel began September 25, 2020.  
  

  Research of your account has shown that an error was made that caused your auto loan to be charged  with ********** ********** Insurance. The premium cost for coverage from September 1, 2022, to September 1, 2023, was $1,365.00. As soon as this was discovered, Citadel issued a full refund of the  premium cost, $1,365.00, back to your loan account as of December 14, 2022. Currently, your loan  account has current acceptable insurance.  
  

  Thank you for providing Citadel with the opportunity to review your account and I sincerely apologize for  any inconvenience this may have caused. 
  

  Sincerely, 
  Kristin B**** 
  Loan Servicing Manager 

• Initial Complaint

  Date:10/17/2022

  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 have been a customer of Citadel Banking for a while now and in good standing with them. On 10/7 a payment was scheduled to come out that day. I spoke with a representative on 10/6 saying how I could not find the payment scheduled and was told to go to my account then account overview and it would be there. I could not find anything, and I asked if my payment would post 10/7 due to it would have been thirty days late on 10/8. The payment did not post until 10/11 and have been getting the run around. I have never had a thirty-day late payment and it is going to hurt my credit score. I had a chat with a representative stating the same thing. In this past month, my spouse became very ill, and I asked if a good will adjustment or courtesy can be made. Since I have never been late and the organization just telling me all different things. Going through emails with the company and speaking with an account specialist he even said on multiple accounts he is sorry and see that the payment was scheduled before the 30 days and not sure why they will not do the adjustment. Now when I come on here, I have seen is happen multiple times. So, my question is why am I being treated unfairly? I find this uncomforting on how you do business and upset that this is happening.

  Business Response

  Date: 10/31/2022

  Citadel's response to the consumer is attached.

• Initial Complaint

  Date:09/21/2022

  Type:Order 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 Son Opened Had a savings acct and wanted to open a checking with a *** card, we did this on 6/2/2022 and was helped by a ******* ***** woman at a desk in customer service not the front teller. (She was very nice). When opening this account, she stated " this is a Promo Account, which means if you deposit 500.00 in 60 days Citadel will give you $300.00." Also Stated "it has to be Deposit Via Direct or mobile Deposit" We questioned the Money and she stated, " Payroll deposits are acceptable". Nothing else was stated or given to us as far a literature for this "Promo Checking" My son is 18 was graduating high school going to college, Works Part time at Grocery Store to pay his bills and college expenses. 60 days went by, and he had deposited all of his pay checks as totaling $573.82. 60 Days pasted and I sent an inquiry through our online banking inquiring about it. Short end of the stick, they are trying to say he did not have qualifying deposits made into the account. If I am just having common sense any amount of bank "payroll" check whether it be 1000.00 or 35.00 is acceptable. After some back and forth and no final outcome as the bank clearly does not want to honor the promo, we would like to seek resolution and get was owed to my son.

  Business Response

  Date: 09/29/2022

  September 29, 2022 
  Dear *** **********: 
  It was a pleasure speaking with you this morning. This letter shall serve as a follow-up to our conversation  regarding the complaint you submitted to the Better Business Bureau. Complaint number referenced above.  
  As a recap to our conversion, the complaint was in reference to Citadel’s $300 checking promotional offer. I  apologize for the miscommunication regarding the definition of a qualifying deposit for this promotion. In  accordance with the checking promotion program, a qualifying deposit is a direct deposit totaling $500 in the  first 60 days. The deposits made to the account were performed through Citadel’s mobile deposit  application, and not as direct deposit. Again, I apologize for the miscommunication on the specifics. 
  I appreciate *****’s use of Citadel’s mobile deposit application, along with the relationship we have had  with you and your family over the years. As we discussed, due to the clarity around a qualifying direct  deposit and our relationship with your family, Citadel will be depositing the $300 into the account on  September 29th.  
  I appreciate the conversation we were able to have and thank you for trusting Citadel with your banking  needs. 
  If you should have any additional questions or concerns, please feel free to contact Citadel at 610-380-6000.   
  Sincerely, 
  Steven M***** 
  Vice President of Retail Markets