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February 2024 by Siti C.
After more than 20 years of being a loyal customer of Citadel FCU I am moving my accounts. Their recent changes in on line banking and credit card processing has many difficulties and irregularities.
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December 2023 by Christy Rucker
Unbelievable rude customer service reps. I while trying to resolve my very minor issue, I felt as if the rep was condescending to talk to me. She made me feel stupid and as if I was wasting her time. I then needed to submit power of attorney documents, but they would not give me a fax number, email, or even physical mailing address to send them to. They just wanted to video chat, which is beyond strange. I've submitted these documents to other institutions through fax or email. Even while corresponding with Citadel through email, whatever representative was answering was condescending in that format as well. I was in tears with frustration. Such bad customer services and processes. Plus the new online banking system is a nightmare. I thought at first it was just because it was new and I wasn't yet used to it. But no, even after all of these months it's still difficult to use. Just avoid this bank.
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November 2023 by Jozalyn Gregor
DO NOT USE / TRUST THIS BANK WITH YOUR MONEY.My family has banked with Citadel for as long as I can remember so when it came time for my sister to open a banking account, we went to citadel.Well, in September/October of 2023, my sisters bank account was hacked and over $6,000 was stolen from her savings account. Initially Citadel said they would make sure the funds were returned and then they denied her complaint and said it was her fault. They said she did something with Apple, but Apple said it was Citadels fault.The charges were made from Taiwan and hundreds of dollars were stolen at a time until her account was in the negative. Not ONCE did a fraud alert go through or was anyone notified. However, my cousin was in Vegas the other day and tried to use his card and it was declined for fraud. It's wild that not only did they not make a fraud alert, but that they allowed someone to take over $6,000 from her savings account without setting off some type of alert or raising any flags.I am disgusted by this business. I am a member of another bank and when my account was hacked and money stolen, I received a refund within days. It has been over a month and a half and Citadel refuses to do anything. In my opinion, they are just as bad as the thief who stole her money.We have reported this to the Better Business Bureau and will continue to make people aware of the kind of bank Citadel is.
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June 2023 by Stephen McGinley
So Citadel has always been great but severely disappointed with this last upgrade the features that went away. Usually upgrades keep features and add better ones. Why did you take away the money manager where you could link all of your accounts from other institutions (mortgage, 401k, investments, credit cards, debts, etc). This allowed you to track spend, budget, view net worth, etc. That feature was one I literally used on a weekly/daily basis to track funds. Definitely a step backwards. Was told they will take it as a recommendation. Not sure why it has to be a recommendation when it was already part of the service for the last several years. Disappointed is an understatement. I am going to have to find another website/institution that offers this basic service that was there prior.
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January 2023 by Bonnie Esposito
I was making settlement on a house the next day and tried to withdraw $11,000 and the clerk was rude and said it would take a week and I could only withdraw $5000 (causing me undue stress). I said I'll close all three of my accounts, she said I'd get a "check" I said yes and I'd go to KeyBank where I had no problem with withdrawing $22,000. Then a manager allowed me to withdraw my money!
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October 2022 by Helena V
New review: seriously the greater needs to tone down her voice. She's way to loud and echoes inside so it blasts like a speaker2nd of all, we had an appointment done and of course had to wait bc they don't know how to time manage their own appointment. Bc of it, had to reschedule my other appointments even further out bc i didn't want to run late, even thou i scheduled with enough time for my appointments.I can't stand ppl making me wait or me being late for something that i made sure i had at least 15 mts to arrive early bc i don't like to b late or waste my time or someone's else.Branch needs to step up with their own scheduling.Older review:Great customer service, thru drive thru or in person. The front person was very professional and kind to listen what i needed to have done today. The person that assisted me , sorry again i forgot her name. She was amazing! She had to get my name changed in the accounts (mine and my husband). She was awesome!
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August 2022 by Shannon N.
This is a tough update for me to do since I have had such a long-term relationship with Citadel from one coast to the other. I've had offers to change financial institutions out here, but I always thought, 'why would I?' When Citadel sent out a message a couple years ago about updating their look, etc. I admit I was a little nervous because I feel places do this kind of thing before merging or bringing something completely different to the company, and that is not always a good thing. Color scheme became shades of blue, different font, etc. seemed harmless. Over the years, they got rid of their AR24 phone system which I have to admit I had used every so often to keep track of my banking (I do not have/want the app but I do use my lap/desktop at home for transactions) but otherwise, things were okay. I could still call to speak to a human; most of them have come and gone over time but I liked that I could still talk to someone instead of trying to get through an automated system. I'd say most of the reps were very helpful which I greatly appreciated. However, I had one rep for a brief time who was great but I would leave messages for her, never hearing back. When I finally got through to another rep, I asked if the aforementioned rep still worked there and she did, so she straight up just never bothered returning my calls. Well, enter 2021. This God-awful automated phone service named 'Adel' is F'G AWFUL. When I try to go to the dial by extension or the directory option, it will ask you FOR THE EXTENSION THAT YOU DO NOT YET HAVE, and then disconnects, saying they are experiencing difficulty at this time. There is zero option to speak to a human anymore even if you have an extension since no one ever answers or returns voice mails. I was having problem with the USPS and Citadel on a new address which resulted in a 'BAD ADDRESS FEE' being withdrawn from my savings account. I complained since I never had the option of speaking to anyone about this (I had a PO BOX and this particular setting did not accept those as an address) so I was SOL. I did hear from a couple different reps who walked me though the process (this was over their messaging service) and the fee was reversed which I was pleased about. But now I am not able to deposit two checks I need to into my savings or checking accounts; unsure if this is CFCU at fault or the shared branching locations I have tried using (three of them which I have had success at as of this year) so I don't want to blame this for this entirely. I also see random pending '$1.00' withdraws with codes I do not understand. Christine S. has valid points when it comes to this kind of thing. Where did the customer service go? There is still slivers of it as I have experienced this through messaging, yet no one will call (and I would prefer to speak to someone since it concerns my money) and the time difference between CFCU and myself is as different as can be to reach one another. I do not want to go to another bank after so many years here, but due to the lack of service, it's certainly pushing me into that direction. EDIT: When I have called more recently, I don't here from 'Adel' anymore thank God. I still sometimes have issues reaching a human, but at least it's not a complete crapshow as it was over the past year. There is still plenty of room for improvement-
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July 2022 by Matthew Lerch
Was helped out the other day with my loans by a young woman named Nikki at the thorndale location. She was very helpful and professional.
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March 2022 by Debbie Davis
Always get excellent service thank you: Debbie Davis
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March 2022 by Nicole Cochran
Hello. I visited Citadel in Thorndale PA this morning. Every Wednesday morning I stop at the S. Coatesville branch but unfortunately the ATM in the lobby was out of service. So I figured to just stop at the next bank along the way to take my rent out which the Citadel ATM's let you take as much as you want. Anyway I stopped at Presence Back at 1st and 2avenue Coatesville, but literally right on Lincoln Avenue. I put the card in, put the amount in, set by step. When it came time to get my card, it only popped a little bit. I tried to grab it but I could not get a good grip on it. Within a matter of seconds the card was sucked back in and on the screen it told me to contact my financial institution, which I did. I stopped at the main branch in Thorndale. First off, the staff was spectacular. So helpful, quick and they even printed me a new debit card which I thought it would have been sent in the mail.I just wanted to thank everyone that helped me, and quick. The teller (I believe her name is Susan). Any way if you don't mind passing it on to her. Thank you soooo much. Have a wonderful day,.Sincerely,Nicole R. Cochran
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March 2022 by Brittany McCarty
horrible place that likes to steal money and make it impossible to get good service everyone is nasty! and over the last few months i’ve had the worst experiences with them both in the branch and on mobile banking. i would never recommend this bank to anyone
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October 2021 by Douglas A.
I recommend using another Credit Union. Citadel Credit Union does not participate in the local ATM system. To withdrawal money from your account you must go to a branch office or selected drug store. WAWA has fee free ATMs, they don't charge for withdraws but Citadel does. This is very inconvenient and costly.
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July 2021 by Helen V
Great customer service, thru drive thru or in person. The front person was very professional and kind to listen what i needed to have done today. The person that assisted me , sorry again i forgot her name. She was amazing! She had to get my name changed in the accounts (mine and my husband). She was awesome!
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May 2021 by Sugg Smith
It's sad when you call customer service and they pick up and you hear nothing but horse playing and laughing but nobody takes your call , called back 5 times to hear the exact same thing ... jus to then sit and wait for a manager for ten minutes on hold ...Smh poorest customer service I have seen from them ... Very disappointed
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April 2021 by Chesco Lifer
A year ago, I gave them 3 stars for their Thorndale location, but the company has been investing heavily in itself in the face of Covid-19, really stepped up to the task. I went in and met with an rep to pay off my CC and had intended to close my account. I hated their online banking and was just over them. She completely turned the relationship around. They'd recently updated their web banking - it is now so much better. And she retained a customer. She was knowledgeable, pleasant, and all in the midst of a pandemic. Now, I love them and have expanding my banking with them.