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December 2023 by Paul B
For years, we were with another bank. Had to get a couple issues addressed and it took a dozen calls and 4 weeks before we finally gave up. Called Citadel 800# and got great information (seemed too easy), then met with one of the folks in Eagle. She was amazing. Knowledgeable, professional, accommodating - and in one visit got us everything we needed. We're moving all our accounts to Citadel. She even walked us through the mobile app, which is incredibly well done and user friendly. Every interaction with their team has been exceptional.
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October 2023 by Danell Roberts-Juarbe
After Citadel bank made online changes we were locked out of the online banking account. When we called to gain access to the account they refused unless my husband verified information via phone. After he verified all his personal information they still refused us access unless he called via video chat. His work hours don't align with the banks hours so he is unable to video chat with the bank. I want to know why this is necessary when nothing has changed on our part and they are collecting monthly payments on this account via our personal checking account (which we also verified). They even refused to send us a paper bill, or cancel out automated payments. So long story short CITADEL is taking our MONEY without providing us any information where, what, or how much we owe!!! They have no right to treat us this way and wondered if it was because my husband has a Spanish accent and is being RACIALLY targeted for some reason? Also we spoke to 2 different supervisors Amy Quinn, and Amy Butler (who refused to help him or I) and they promised a call back to discuss the matter and never returned our phone calls. HOW IS THIS LEGAL to continue to take our money with no access to our account which, there are several others way to verify (which he did via phone call) without having to be on a video call holding up private documents while doing heavy highway construction in the roadway during his work hours. I have reported this company to the BBB and if I don't get a resolution that works with my husband's schedule and they continue taking money without any information on the account, I'm contacting the union lawyer for mistreatment and racial profiling. Now I see why they have only 2 stars for there Google reviews!!!
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September 2023 by Kellz Corrigan
Since switching from a bank to citadel credit union a few years back, it has been a phenomenal experience to say the least whether speaking to a person over the phone or walking into your citadel bank. They always make you feel like you are at home and definitely try to meet your needs. it is a very personable experience the online app has so many features it’s insane. You have access to so many things, including your credit score you just cannot go wrong.
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September 2023 by Kim S.L. Welling
I'd give Citadel a 0 if I could. In 1991 when I joined and over the next 10 years the bank was great. Now it so awful, I can't use a polite word to describe it.AT ALL COSTS MOVE YOUR ACCOUNT!!! DONT CHOOSE THIS BANK!!@ GO ELSEWHERE!!
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September 2023 by Joe
So far, very professional and enjoyable. Jessica is particularly accommodating, though it isn't clear that good reviews are communicated to the staff.
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September 2023 by Kelly Corrigan
Since switching from a bank to citadel credit union a few years back, it has been a phenomenal experience to say the least whether speaking to a person over the phone or walking into your citadel bank. They always make you feel like you are at home and definitely try to meet your needs. it is a very personable experience the online app has so many features it’s insane. You have access to so many things, including your credit score you just cannot go wrong.
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July 2023 by Dan Balmer
Member for over 15 years. Quality has gone down hill so fast. My account was hacked someone called me on Citadels Phone number claiming fraudulent charges and accessed my account that way, they sounded like a citadel employee talked through the prompts and everything, likely a former employee.Was supposed to receive a new card a month ago they didn't send it (10-20 business days!). Wanted me to pay to have it expedited. I live out of state now and can't just go to the bank like they suggested. You call customer service and get multiple people who speak broken English and can't understand the situation. I talked to probably 8 reps and wasted hours on the phone. Total garbage. They use to be easy to work with, not anymore. This is the third time I've had to deal with this and it will likely be my last.
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July 2023 by Jonathan Lent
By far the worst online banking experience I have ever had. Nothing is easy. I can’t pay my car loan because none of the security contact methods are correct, so I’m locked out of my account.
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June 2023 by K T
Citadel's corporate office gave us the run around after my father's untimely death despite our family company's revenue being considerable to say the least.When a person dies is when you find out how people and businesses really are at their core and we found out how awful Citadel's higher-up executives truly for ourselves.They're a dinky little regional bank trying to get higher and higher up the food chain while they step over their own customers to do so.Look forward to watching Citadel inevitably collapse inwards on itself due to their own folly and greed.
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June 2023 by Christopher Wise
Citadel values their customers. I receive quick responses to my questions; sometimes even from Tyeta, the manager at my local branch. I appreciate their outstanding customer service.
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June 2023 by Curtis Lahr
Recent user interface changes have made the online system harder to use and more time consuming. These changes were poorly planned and rolled out after shutting everyone out for 7-10 days
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June 2023 by T E
Not only is their new website is half as functional as the last one, but now they block your ability to use a VPN to PROTECT your IP while on their site because once again Citadel executives have shown they have no regard for the user experience hence why they also make you now log out and back into other accounts also to do what I use to be able to do in one interface; an interface I might add that looks like it was developed back in 2013, not 2023.Truly pathetic Citadel execs.
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May 2023 by T A
Citadel's corporate office gave us the run around after my father's untimely death despite our family company's revenue being considerable to say the least.When a person dies is when you find out how people and businesses really are at their core and we found out how awful Citadel's higher-up executives truly for ourselves.They're a dinky little regional bank trying to get higher and higher up the food chain while they step over their own customers to do so.Look forward to watching Citadel inevitably collapse inwards on itself due to their own folly and greed.
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May 2023 by Will Rutledge
I am a 30 year customer. My account was set up as a personal account with a business DBA attached so I could cash checks from my small business. I do not have a tax ID since I am a sole proprietor with no employees. I am locked out of my account by the "upgrade" and unable to register online since I do not have a tax ID. The phone representatives are unable to help and the phone systme keeps going haywire. I'll have to wait for a callback from a business specialist "within the next business day." Worst experience ever. It may be time to move my accounts.
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May 2023 by K M Delaney
Been member since 1992. Immobile cannot physically drive there. No access to funds for medication. AI shut down my access only to be fixed by going in to a branch.AI and outsourced call center part of problem. Humans there have no control to help. Don't use this bank if you are ever recovering surgery and immobile....