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December 2023 by Ted D.
I would like to follow up on review from June 2023. At the time I was truly hoping that discussing issues with a representative of the credit union would lead to some improvements. Even though the representative appeared to be very concerned nothing has changed; in fact it seems that service deteriorated
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November 2023 by Dayna W.
I was actually looking forward to working with a more local institution after decades with Bank of America. Bottom line and most surprising: Citadel is just as bad. Their online banking is terrible. I could never use my business debit card overseas despite enabling regions through card control. I had the unpleasure of being accidentally routed to collections instead of customer service and that team needs a complete mindset and attitude overhaul. We have eight accounts here and I will begin shopping elsewhere for a better institution.
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September 2023 by Timothy I.
The bill pay service is unreliable. At least half of my scheduled checks never make it to the payee. It's embarrassing. Also, the increase in ATM and other fees make Citadel's value proposition less attractive that it was when I moved my account there. I left commercial banks because of high fees. Checks take MUCH longer to clear at Citadel, but I was OK with that because the fees were lower. But Citadel's fees creep up every year. Free ATM withdrawals are gone, except from the few, geographically concentrated Citadel machines. If I were opening a new account, I'd take pass on Citadel. I'll probably take my business elsewhere in a few years.
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September 2023 by Harry Wolfgang master, sergeant, USAF
Citadel can’t be trusted to treat you fairly. They tell you one thing then change the the conditions of your loan .I asked for a home equity loan. Received a run around. Changed my request to a Heloc because the interest rates are higher. Treated unfairly . Sorry I trusted them.
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September 2023 by Joseph Cirino
This is the best credit union bank I have ever dealt with! They’re courteous, friendly and extremely knowledgeable on everything, but what I like more than anything about them is their loans immediate approvals and all paperwork is done quick. Thank you Citadel!
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July 2023 by Susan D.
I've had both a business and a personal account with Citadel for almost 9 years and do much of my banking online. Their recent updates eliminated what I thought was a really great website (logically laid out and easy to navigate), and in my opinion it's now confusing, visually cluttered, and difficult to navigate. Even worse, some essential (for me) functions were dropped. So if you're considering opening an account at Citadel, here are some of the changes as I understand them: -There's no longer a single logon for personal and business accounts, so I can't see all my accounts at a glance. Business and personal accounts are now on separate platforms. -The account transaction history list is now limited to 6 months, which makes it impossible to search the entire previous year's worth of transactions. The transaction history is a line by line listing of every transaction, like an electronic checkbook register, and most important of all, it used to go back to the day I opened my account. This is essential to me, since I can do a Ctrl F to find a particular transaction (very helpful when I'm doing my taxes). Online statements are useful, but they're no substitute for being able to search the transaction list. -Functions are harder for me to find. So I have opened new business and personal accounts at Victory Bank in Limerick, PA. They offer both business and personal accounts, and depending on how your business is structured, they may be able to put both accounts on the same platform. I'm an S corp with no other employees, so both my accounts are on the same platform, and I can see them at the same time. I can transfer funds electronically from business to personal; there's a single logon for both accounts; the account transaction history list goes back to the date the account was opened; and there are no minimum balances to open either account. I've just finished my first statement cycle, and so far I'm really satisfied. Something to know is that they do not have ATMs at this bank, but they do provide a $20 a month rebate for ATM fees. Even though I'm switching my checking accounts to Victory Bank, I'm not closing my Citadel personal checking account. I have a regular direct deposit into that account, so I can electronically transfer most of the deposit from Citadel to Victory and leave enough money at Citadel for me to withdraw cash when I need it (Citadel is more convenient for me to get to). It's called a bank-to-bank transfer, it's easy to do, and Victory Bank staff helped me set it up. The manager (and all the staff) at Victory Bank have been very helpful. So I recommend looking into their bank and see if it meets your needs, whether it's business or personal checking.
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July 2023 by Troy Brailo
This used to be a great Credit Union. They recently did an "upgrade" that completely screwed up my automatic bill payments and its impossible to get everything back. They've grown too fast and no longer care about customer service.
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July 2023 by Larry Kaufman
More inconvenience. I go into the bank to deposit cash. I use the self-help machine. I put in my card and my pin and I do a transaction. It then asks me if I want to do another transaction and I say yes. So what does it do? It spits out your card and you have to start over and put your card and your pin in again, just to go to the next transaction. Why?You are already in the systemI have been a customer of Citadel‘s for at least about 20 years. They recently made some changes that are extremely inconvenient. I use the app on the phone to do everything, deposit checks, transfer funds, check balances, pay down my credit card,. They used to have one login. You would login one time, you could see all your accounts, and you could do all the work you needed to do. Now they have decided to have two separate logins. One login for your personal accounts and a separate login for your business accounts. Now every time I do work on the phone which is almost every day, I have to login twice. This is very time consuming and unnecessary.I have contacted them and asked them to change it back to just one login, and have gotten no response at all. I use the app on the phone all the time because I am self-employed and rarely if ever need to go in the bank anymore except to deposit cash, but now the new system, which saves them time, is very inconvenient for myself
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June 2023 by Tim McDuffee
They have updated their website interface, and it is much harder to use than the previous incarnation. They also changed their mobile app so that you need to have Android 10 or higher. I don't so now I can no longer use their app. Citadel should be working on making things "better" for their clients, not "worse". ===== They reply that "they have videos"!! How does that help if they made it so you can't use their mobile app anymore??? It isn't "change" that is frustrating ... it is "making something worse than it was". CHANGED star rating from 2 to a 1, after the lazy response from the owner. "I understand that this change can bring frustration"
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June 2023 by Valeriu Gnoianoi
Disappointed with service . I was 8 years with them .. After when they renew the app , my business account stop working. try to contact second week to resolve that problem and it is impossible. Talk to somebody last week over the phone he say in 24 hour vill be resolved . 4 days after nothing. Also last week send a request online , no response . Today I call the Girl pick up the phone I try to explain again same problem , the problem was to heer her and to undestude very bad service in her phone + aksent . I say to something with phone because I dont heer shi start to knoking on microphone ignoring me then just cancel my call.. Try call to my local office the system doesn't give me pass ability to speak to somebody , they transfer you alvais to automatic system. I'm really disappointed.
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June 2023 by Tricia Lunova
Horrible customer service. I left my ATM card in their machine by accident. I never ending loop through Phone prompts. The operator would not put me through to the branch. Customer service insisted that their machines do not keep the card. Just overall horrible experience.
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June 2023 by S S.
EPICALLY NOT "CUSTOMER FOCUSED" AND DISFUNCTIONAL! They just did a ridiculous, worthless "pretty update" to their "dashboard" (what customer cares about this nonsense???????) and caused HUGE TIME-CONSUMING PROBLEMS FOR CUSTOMERS. Appears to customer eyes like whoever is in the management seat at CFCU needs to be replaced ASAP! They were sold a bill of goods on this - smells like the kind of thing that only someone in management with runaway ego issues ("look at the changes I have made, yay me!") or inexperience would greenlight. Examples of HUGE PROBLEMS resulting for customers include: 1) NO notification via email to this customer about the pending changes!!!!!!!!!!!!!!!!!!!!!!!!!! (discovered BY ACCIDENT going online which is not something we do every day, NOT by CFCU notifying this 20+ year personal/business customer via email to any of 6 accounts we hold there, so "thankfully" we were able to spend 5+ hours of our own valuable time pulling off data with screenshots, backing up some critical information, etc.) ... 2) They obliterated online viewing of past transaction data on billpayer stuff (no ability to check vendor records for payments more than 6 months back which is VERY important when searching at tax time, etc.) ... 3) They did NOT carry over e-bills they had already - so the CUSTOMER needs to do all the time/effort to set that up again all over!!!! ... Their site automatically logs you out if you're "inactive" for just a few minutes (meaning if you're researching things but NOT doing any "transactions)!!!!! ... The site was malfunctioning in the setting up of all the new stuff THEY required for THEIR pointless "upgrade" nonsense! They KNEW this IT update would be a HUGE PROBLEM for customers and yet they did NOT staff to meet the obviously-anticipated needs - cannot get through to a non-outsourced rep who knows something and there's bad phone connection stuff - and their chat function right now is - get this! - "we'll get back to you within 24 business hours"!!!!! This, in the middle of a customer critical problem time of their own making!!! ... Customers with Personal AND Business accounts can no longer see both on ONE screen - need to log into each separately which is a ROYAL PAIN especially since you're required to have $25,000.00 DAILY BALANCE ACROSS ALL ACCOUNTS IN TOTAL in order to avoid fees!!!!! ... Used to be that the billpayer was easy to use with a simple alphabetical list you could see without scrolling for miles but now they have all sorts of useless garbage clogging up the screen so you have to scroll many many many many screens down to get to the payee you want - all for no useful reason! Oh, and NO APOLOGIES TO CUSTOMERS FOR THEIR ENDLESS INCONVENIENCE IN TRYING TO DEAL WITH ALL THE PROBLEMS AND RE-DO REQUIREMENTS - AND NO COMPENSATION OF COURSE!
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May 2023 by Kenneth H.
Very customer oriented. I would have given a top score except that as a new member, I got conflicting answers to simple questions from different customer support staff. Local assistant manager in East Norriton is very knowledgeable, competent and on top of things. I had a rough start because I joined as they were updating systems, which is never a joy for anyone, but I suspect things will smooth out in short order.
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May 2023 by Gerald Dwyer
I have had nothing but great experiences every time that I’ve been in the Kimberton branch everyone is friendly and helpful!! couldn’t ask for better service!
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April 2023 by P L.
It does not benefit you to have a account at Citadel fcu. I have banked there for over 20 years and they act like I am going to rip them off on every transaction I am tired of their check holds getting longer and longer than industry standards.
