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

  4923 Edgmont Ave Brookhaven, PA 19015-1128

  
• 

  Citadel Federal Credit Union

  4 Ponds Edge Dr Chadds Ford, PA 19317-9389

  
• 

  Citadel Federal Credit Union

  39 Pottstown Pike Chester Sprgs, PA 19425-9517

  
• 

  Citadel Federal Credit Union

  558 Kimberton Rd Phoenixville, PA 19460-4737

  

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:11/16/2023

  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 not liable for this debt with Citadel federal credit union, I do not have a contract with Citadel federal credit union

  Business Response

  Date: 12/04/2023

  December 04, 2023
  
  Dear *** ***********:

  This letter is in response to a complaint you filed with the BBB on or around November 21, 2023, regarding the liability of the debt and that you did not have a contract with Citadel Credit Union. You requested that we correct your credit report and for this account to be removed from the report. Please find the attached information to confirm validity of the debt from its origination and statement support to reflect its subsequent remaining balance.
  

  We have investigated the above referenced Better Business Bureau complaint and confirmed the validity of the loan application by you, ****** *********** as well as picture identification received during the origination of the referenced auto loan. Attached are copies of the original loan application summary, along with the loan agreements executed by the member on 09-29-2014, and the last statement from 01-31-2018 thru 03-31-2018, which reflect an outstanding balance of $4,265.96.

  The loan was originated on 9-29-2014 and was being paid in accordance to your loan agreement through 6-2017. Citadel was notified on 6-12-2017 of a total loss, and received settlement proceeds from same on 7-10-2017 from ***** Insurance company.

  Based on the above statement and supporting information included herein, we believe the dispute of liability is not warranted.

  If you should have any further questions regarding this case, please contact me at ###-###-####.
  

  Sincerely,
   
  Vice President, Collections

• Initial Complaint

  Date:11/08/2023

  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 have been a citadel customer for years and have never missed a payment. This payment for some reason was reversed and I was never notified over $40 I received a credit drop of 90 points which has affected my business and life so much. My personal line of credit from another institution was closed due to my low credit score now and I am in the process of buying a property. I have disputed twice and citadel has denied it. This is not fair at all. I have paid the $40 off and have a zero balance currently

  Business Response

  Date: 12/20/2023

  November 29, 2023
  

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

  This letter is in response to your complaint filed with the BBB, Complaint ID ********, on or about 11/21/23.
  

  The complaint addresses concerns about credit reporting of a loan payment received over 30 days past their respective due date and that that there was no notification that payments made in August 2023 and September 2023 were returned by your financial institution for non-sufficient funds. Your desired resolution was correction to your credit report. 

  A payment was received by Citadel on August 28th for $28.56 as an ACH transfer from your financial institution. Citadel was notified on August 30th that this payment was rejected due to non-sufficient funds. A past-due notice (attached) was mailed to the address on file on August 31st, which was notification that the payment due August 25th was over 5 days past due. Additionally, your credit card statement (attached) for activity in August was mailed to the address on file, which showed the payment received August 28th returned NSF. A second past due notice (attached) was mailed on September 7th to the address on file for the August payment obligation.

  A payment was received by Citadel on September 25th for $57.20 as an ACH transfer from your financial institution. Citadel was notified on September 27th that this payment was rejected due to non-sufficient funds.

  A past due notice (attached) was mailed on September 28th to the address on file informing you the payment due August 25th was over 30 days past its due date. A payment was received October 2, 2023, which satisfied the August 25th and September 25th payment obligations.

  Although Citadel understands your desire to improve your credit, the credit history being reported is accurate. Citadel provided proper notices informing you of the delinquent payment.

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

  Sincerely,

  Director of Consumer Lending

  Customer Answer

  Date: 12/20/2023

  Please explain why my credit is still reflecting no payment for October and November. This is bad business and especially me having accounts with you for years.

• Initial Complaint

  Date:11/03/2023

  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 transfered 3000.00 from my ******** account to Citadel account on (10/26) and on the same day i was doing another transfere from ******** and by accedent i reversed the tranasaction so it tried to pull the 3000.00 from Citidale, but i have not seen the credit yet, each company is pointing fingers at each othere but my 3000.00 is still in limbo, i just want my money back.

  Business Response

  Date: 11/27/2023

  November 27, 2023

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

  This letter is in response to a complaint you filed with the Better Business Bureau on or about November 14, 2023. In the complaint you stated that you made an error when completing an electronic transfer in the amount of $3000 from your account at ********* Bank to Citadel. 
  

  On October 26, 2023, a deposit was made for $3000 from ********* Bank and on the same day a withdrawal was made in the same amount from your Citadel account to ********* Bank. 
  

  ********* Bank stated that they did not receive the deposit and Citadel determined an ACH dispute form needed to be completed to retrieve the funds back from the Federal Reserve Bank. A dispute was completed on November 3, 2023, and the funds were deposited into your Citadel account on November 6, 2023. At this time, this case is considered resolved.
  

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

  Sincerely, 

  Director of Member Experience

• Initial Complaint

  Date:11/01/2023

  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 am filing this complaint on behalf of my 18 year old sister, ***************************. 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 *****, but ***** 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. Please note my Grandmother and sister are on the account and provide any additional information that is needed.

  Business Response

  Date: 11/14/2023

  November 9, 2023
  
  ***************************
  *********************************
  Nashville TN  *****
  
  Re:  Better Business Bureau Complaint ID #********
  
  Dear ****************:
  
  This letter is in response to a complaint you filed with Better Business Bureau on or about November 3, 2023.  The following information is intended to respond to the issues you raised in that communication, however details will be limited since you are not an owner of the account.
  
  The transactions mentioned in your complaint occurred in September 2023 on a card owned by ****************************  We noted the following after investigating your complaint:
  
  All of these transactions were conducted using tokenization of the card to set up a mobile wallet account with ***** Pay.
  These accounts are set up with the use of a one-time passcode which was delivered to the phone number on file for this card owner. 
  This set up cannot be completed without the passcode verification.
  Card transactions authorized with use of a mobile wallet are a lower risk due to the complexity of the set-up process.
  
  To pursue this further and seek recovery, we suggest card holders to file a criminal complaint with their local law enforcement agency.  We will gladly assist them with an investigation and provide them with supporting documentation of the set up. If you should have any further questions, please do not hesitate to contact me at **************.  
  
  Sincerely,
  
  *************************************
  Vice President, Risk Management

• Initial Complaint

  Date:10/24/2023

  Type:Customer Service 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.

  On 10/23/23 I received a call claiming to be from the Citadel Fraud Dept. The man called me at 2:19 p.m. from ###-###-#### to let me know I had (2) fraudulent charges from Georgia on my account. He asked me if I had been in Georgia and I said, "No". He said they're for $600.00 and the other over $1000.00. He proceeded to ask me if I know about these charges and I said, "No". He repeated by saying, "He was from the Coatesville Citadel Branch" calling about those charges. He told me that it looks like the person(s) is trying to set-up, "***** ***" acct and I said, "I do not have ***** ***". I don't have an ****** so how would I have an ***** *** acct. He then went on to say, "It shows that there was a physical card plus the pin number being used". I then told him that is impossible because I have the physical card in my possession. I then began to become suspicious and asked who was he again? He repeated by saying, "He was calling from the Citadel Fraudulent Department" and told me that I can ****** the number. I was at work and ******d the number which did show up as Citadel Credit Union Coatesville phone number. He said in order to stop the ***** *** account from opening, he was going to send me a code by text message. Once he did, he asked me to read back the code and then I questioned why am sending you back the code? He said in order for me to stop the ***** *** account. I replied, "I do not have an ******. He knew the protocol for canceled cards and asked if I want the new card to be sent in mail to my home address or go to the nearest branch. My response, I will go in person to a branch. He said in order for him to shut down the card he needed my pin number which I immediately declined and hung the phone up. I called Citadel to verify if I had the (2) fraudulent charges on my account. This is when I spoke with **** ********** and filled out the online fraud form. To date, Citadel has placed my account in Collections claiming this is my fault.  

  Customer Answer

  Date: 11/03/2023

  Hi. Citadel has reversed all the charges on my account that were due to the fraud including the overdraft fees. This matter can be closed.  Thank you.  

  Business Response

  Date: 11/14/2023

  November 9, 2023
  
  *********************
  *************
  Downingtown PA *****
  
  Re:  Better Business Bureau Complaint ID #********
  
  Dear ****************:
  
  This letter is in response to a complaint you filed with Better Business Bureau on or about November 3, 2023.  The following information is intended to respond to the issues you raised in that communication.  The transactions mentioned in your complaint occurred October 23, 2023 and involved your debit card (ending ****) totaling $2109.89.  We noted the following after investigating your complaint:
  
  All charges disputed to Citadel were refunded to your account by the merchant on October 25, 2023.
  We noted that you were charged 3 NSF fees due to this fraud event and those were also refunded to you on October 25, 2023.
  A letter was mailed to you explaining the dispute was denied by Citadel since the merchant had already issued a refund.
  
  If you should have any further questions, please do not hesitate to contact me at **************.  
  
  Sincerely,
  
  *************************************
  Vice President, Risk Management

• Initial Complaint

  Date:10/20/2023

  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.

  Filed bankruptcy last December, citadel chose to freeze us from making payments unless in person when branch is open, I drive truck making that practically impossible. They chose to stop reporting to the credit reporting agencies the loan on the car, thus choosing to include the car in the bankruptcy proceedings. Last night they chose to attempt to steal the car without proper legal notice either written or electronic. This shows a major pattern of this company to ignore the law and do as they please and hurt people with intent. I want them to know that if any more attempts are made to steal this car they will be reported to the authorities and prosecuted to the fullest extent of the law. They must eat their losses and give us the title as they chose to cease reporting the loan of their own volition even though we made several payments during the 10 months since filing the bankruptcy. Thank you

  Customer Answer

  Date: 11/01/2023

  Have since returned the car. Also on phone call with them citadel admitted freely the car was protected by bankruptcy rather than redo the car loan as separate account as required by law. For proof get transcripts of calls from my cell to them, my cell **********. The only calls were in relation to returning the vehicle.  I now want them to publicly apologize and pay off the vehicle we were forced to purchase to return the vehicle they illegally tried to repossess and forced us to surrender. May 6***** ************ punish everyone involved who hurt us 100 fold and Citadel 1,000,000 fold for their grievous sin. 

  Business Response

  Date: 11/13/2023

  Citadel Federal Credit Union is in receipt of the complaint made with the Better Business Bureau. See below the sequence of events as to referenced complaint as best that I know them.
  The borrower, *************************, contracted to finance a 2016 **** ***** with 84 monthly installments of $384.24 starting on October 14, 2016.
  
  On January 4, 2023, we received bankruptcy notification that our members had filed Ch-7 Bankruptcy with a filing date of 12-29-2022 with both members listed on the bankruptcy filing.
  On October 18, 2023- loan was 96 days past due and decision was made to assign the vehicle for repossession.
  On October 18, 2023- Received notification from the repossession agent that the member was unwilling to surrender the vehicle.  
  On October 20, 2023  Member called the office but was advised we couldn't speak with him and to have his counsel contact us, he stated he would not surrender the vehicle until they secured another car.
  On October 23, 2023- Member called to advise he would be surrendering vehicle in the **************** branch in Lancaster today.
  The member then called back with his attorney on conference call to reconfirm that the member will be surrendering vehicle at the **************** branch and the attorney had prepared a notice for us to sign to confirm receipt of voluntary repossession in which we agreed to do so.
  Citadel Credit Union received the voluntary repossession on 10-23-2023 at the **************** branch in accordance with the member and their counselors agreement with Citadel representatives.
  We are pleased to have come to an agreed resolution with the members on the vehicle surrender.
  
  Please let me know if you need any additional information.
  
  Respectfully,
  
  *****************
  Vice President

  Customer Answer

  Date: 11/17/2023

  [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:
  Citadel failed to address anything in the complaint at all. They were given opportunity before they started the process of the illegal repo when my wife was in their office literally and chose to say nothing at all. No notice in writing was given and they caused us to unnecessarily call the bankruptcy attorney whom we didn't need because the case was discharged dully. They stated on that call the car they considered covered in the bankruptcy as well. They clearly do not understand bankruptcy laws as stated by the attorney as well.  They need to pay the car they forced us to buy in full because of their mistake and publicly apologize as well as receiving a full audit on them!!!!! I will accept nothing less than full reparation for their failures on multiple fronts as it was their fault any payments were late as they forced us to go in person to have any business transactions after filing the bankruptcy. This is clear retaliation for us filing the bankruptcy and is illegal. If they refuse to acknowledge and compromise I will seek criminal investigation into them for this deceptive practice they obviously have. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:09/12/2023

  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.

  To Whom it may concern,T his letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. CITADEL FEDERAL CRED U ACCT #: ********** BAL. $2,165.00 Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don't respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 10/12/2023

  October 12, 2023

  Dear *** ****:
  

  This letter is in response to a complaint you filed with the Better Business Bureau on or around September 6, 2023, regarding the accuracy of the reporting of a loan on your credit report by Citadel. You requested that we disclose all the documents that we have recorded and retained in your file at the time of this request concerning the accounts that we are reporting on your credit report.
  

  We have investigated the above referenced Better Business Bureau complaint and confirmed the validity of the loan application by you, ****** ** ****, as well as picture identification received during the origination process (Included in the attached documents above). Attached are copies of the original loan application summary, along with the loan and security agreements executed by the member on October 13, 2017 and the statement from 10/1/17 thru 10/31/17 which reflect an outstanding balance of $5,018.10.
  

  If you should have any further questions regarding this case, please contact me at ************, extension ****.
  

  Sincerely,

  VP, Collections

• Initial Complaint

  Date:07/17/2023

  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.

  I hope this letter finds you well. I'm reaching out to express my frustration and disappointment regarding an incorrect missed payment report and the unfair treatment I have experienced as a result. I genuinely hope that you will address this matter and rectify the situation promptly. First and foremost, I apologize for the missed payment in April. It was an oversight on my part, as I assumed my auto pay was set up. Additionally, I was unable to access the app due to the recent upgrade. I take responsibility for this mistake and have taken steps to avoid such issues in the future. However, my main concern lies with the reported missed payment for May. Contrary to your records, I can confirm that the payment was made within the appropriate timeframe, and I was not 30 days late as indicated. I have thoroughly reviewed my records and have evidence supporting my claim. It is crucial that you correct this error promptly, as it has negatively affected both my credit and my husband's credit, who is the main account holder. I have previously lodged complaints through official channels, but it seems that my concerns have been disregarded, leaving me feeling unfairly treated. As a long-standing customer, I believe it is important for my concerns to be taken seriously, and for appropriate action to be taken to rectify this situation. Therefore, I kindly request the following: 1. An immediate investigation into the reported missed payment for May, with the aim of correcting the error and updating my credit records accordingly. 2. Removal of the negative marks from both my credit and my husband's credit, as we have been unjustly affected by this inaccurate information. 3. Assurance that measures will be put in place to prevent similar errors in the future, ensuring fair treatment for all customers and prompt resolution of their concerns. I trust that you will give this matter your full attention and take the necessary steps to resolve the issue promptly. I have been a satisfied customer of your company for a long time and would like to maintain a positive relationship. Thank you for your prompt attention to this matter. I appreciate your understanding and cooperation in rectifying the error and ensuring fair treatment for both myself and my husband. Sincerely, *********************** Account #************ Attached is my payment for May, which is not 30 days late. I was unaware that my autopay was not set up directly and I have since corrected that.

  Business Response

  Date: 08/04/2023

  August 3, 2023 

  Dear *** ******:
  This letter is in response to your complaint filed with the Better Business Bureau on or around July 20, 2023. This complaint addresses concerns about the application of funds received by Citadel in May 2023 not satisfying a payment due May 18, 2023. Your desired resolution was correction to your and your spouse’s credit report as the payment obligation is being reported as over 30 days past the due date.
  A review of the payment history concluded that as of May 1, 2023, Citadel was awaiting funds to satisfy payment obligations due March 18, 2023 and April 18, 2023. Funds received March 21, 2023 from the member were returned insufficient funds by the issuing financial institution on April 26, 2023. This resulted in funds received April 24, 2023 to satisfy the February 18th obligation rather than the March 18th obligation. Funds received May 3rd were also returned insufficient funds by issuing financial institution which resulted in funds received May 25th to satisfy the March 18th obligation. The April 18th obligation was satisfied by funds received June 2nd . The disputed May 18th obligation was satisfied by funds received June 20 th
  , which exceeded 30 days past the due date. I have attached a copy of your member statement displaying the payment history in the months of April, May, and June. The credit history being reported is accurate.
  

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

  Sincerely

  Director of Consumer Lending

  Customer Answer

  Date: 08/13/2023

  [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:
  

  I appreciate your clarification. I'm kindly requesting the removal of my one-time credit entry as a gesture of goodwill. During that period, I was experiencing significant mental strain. Additionally, I encountered ongoing difficulties accessing the Citadel App/browser, leading me to overlook the payment reversal. The frequent lockouts and access issues persisted even after I noticed an update, which unfortunately did not resolve the problems I face with the App. I want to highlight that the payments were indeed submitted, but I apologize for the failure in its processing. Despite my efforts and a conversation with an agent, automatic payment support proved unfeasible at the time. However, I have now successfully established automatic payments after overcoming recent challenges. Given my consistent account maintenance since identifying the issue, I kindly request the removal, specifically from my husband's credit report. 
  

  Regards,
  
  ***********************

  Business Response

  Date: 08/22/2023

  August 22, 2023

  Dear *** ******:
  

  This letter is in response to your updated complaint filed with the BBB, Complaint ID ******** on 8/17/2022. This complaint addresses late payments on your account and application of funds received by Citadel in May 2023 not satisfying a payment due May 18, 2023. Your updated complaint is asking for removal of late payments on your credit report. 

  We have reviewed your account thoroughly and we are reporting your account accurately which you do not dispute. 

  As we provided previously, a review of the payment history concluded that as of May 1, 2023, Citadel was awaiting funds to satisfy payment obligations due March 18, 2023 and April 18, 2023. Funds received March 21, 2023 from the member were returned insufficient funds by issuing financial institution on April 26, 2023. This resulted in funds received April 24, 2023 to satisfy the February 18th obligation rather than the March 18th obligation. Funds received May 3rd were also returned insufficient funds by issuing financial institution which resulted in funds received May 25th to satisfy the March 18th obligation. The April 18th obligation was satisfied by funds received June 2nd. The disputed May 18th obligation was satisfied by funds received June 20th which exceeded 30 days past the due date. I have attached a copy of your member statement displaying the payment history in the months of April, May, and June. The credit history being reported is accurate. 

  We understand this may not have been the result you are looking for. Citadel is required by the FCRA to report true and accurate information in a timely manner to the report agencies, which after our investigation into the history of your account, is being done in this case.
  

  Sincerely,

  Vice President of Consumer Lending

  Customer Answer

  Date: 08/29/2023

  Once more to highlight the ongoing frustration I was facing due to the persistent login issues on your software/app. These problems are directly impacting my husband's (*************************) credit score in a negative way. Because of these technical troubles from Citadels website and app, I'm firmly requesting the removal of the credit inquiry that's associated solely with my husband. It's disappointing that our credit standing is being affected by Citadels platform problems. Not only could I not log in to view the reversed payment due to technical glitches with the app, I just now have been able to set up automatic payments due to a server error. (Please look back at chat history and see this) It seems to me that your treatment of customers might be unfair. 
  

• Initial Complaint

  Date:07/04/2023

  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 submitted a report for fraud on 06/20/2023, for multiple transactions on my account on 06/19/2023 totaling 2,370.00. Citadel denied my claim saying that they occurred from a “genuine card” and it was unable to be counterfeited. I did not use the card for any of the transactions. My ***** Pay was hacked so that’s why it appeared that way.

  Business Response

  Date: 07/17/2023

  July 17, 2023

  Dear *** *****:
  This letter is in response to a complaint you filed with Better Business Bureau on or about July 5, 2023.
  The following information is intended to respond to the issues you raised in that communication. The transactions mentioned in your complaint occurred on June 19-20, 2023, and involved your debit card (ending 7572) totaling $4740.00. We noted the following after investigating your complaint:
  1) All of these transactions were conducted using tokenization of the card to set up a mobile wallet account with **** Pay.
  a. Two mobile wallet accounts were activated for the card on 6/16/23 and 6/17/23
  b. These accounts are set up with the use of a one-time passcode. The 1st was sent to your email (************@***.com) and the 2nd to your phone (ending ****).
  c. This set up cannot be completed without the passcode verification.
  2) You mention in your complaint that your ***** Pay account was compromised.
  a. This information was not provided to our team on your initial fraud dispute.
  b. The security of your ***** Pay account is outside of the responsibility or your financial
  institution. This issue should be addressed with ***** Pay.
  To pursue this further and seek recovery, we suggest you file a criminal complaint with your local law enforcement agency. We will gladly assist them with an investigation and provide them with supporting documentation of the set up. If you should have any further questions, please do not hesitate to contact me at ###-###-####.
  

  Sincerely,
  *********** *******
  Vice President, Risk Management

  Customer Answer

  Date: 07/19/2023

  [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: After receiving an alert for the transactions, I called and shut the card down reporting the transactions were not made by me and that I had my card in my possession. The call taker informed me that they would investigate where they were coming from. The reason I did not initially state that it was my ***** Pay is because I was unaware. I contacted ***** and they have no record of a second wallet being set up with my ***** ID. ***** also stated that they keep record of ***** Cash, which they are responsible for. ***** Pay is used to only store the card into your ******, as an attached, the ***** Pay represents your card holder it is separate from the ***** program. Secondly, I stated that I did not have access to the codes or share them. There was a report of three codes sent on 06/17, I got one code to my cellphone and did not receive the emails. On 06/16 I set up my ***** wallet via phone with citadel that was stated to be recorded where I explained I got a new phone that day. Lastly, the bank was unable to tell me what was purchased and what times. I was working on 06/17 and wanted to prove my innocence that way. I am a law enforcement officer and being perceived to lie about this after being an outstanding member of citadel is insulting at this point. I request a refund and if it is not granted, I would like your department to prove it was me making the transactions aside from a secure access code that was emailed to me that I never got. I contacted *** they were unable to recover any emails for that date containing a secure access code. I have a police report filed and the members of citadel are not returning his phone calls to investigate the matter further. The police department handling the report has left you a voicemail on 07/19.

  Regards,
  
  ***********************

  Business Response

  Date: 08/15/2023

  August 15, 2023
  
  Dear *** *****:
  

  On August 14th, we received notification from the Better Business Bureau that you had rejected our response to your initial complaint. This letter is intended to respond to the issues you raised in this most recent communication.
  

  Following our response to your original complaint, you contacted me directly to discuss the actions we had taken and share additional information about the circumstances surrounding these transactions. At that time, I agreed that we would revisit the situation based on the additional information you provided and had a member of the Card Fraud team contact you directly a few days later to discuss this new information.
  

  Following that conversation, the credit union issued you a full credit for the remaining amounts that had fraudulently posted to your account. At that time, we considered the matter closed as your account had been credited for the loss incurred. If we have not satisfactorily addressed all these transactions, please contact me directly and we can revisit any errant items. 

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

  Sincerely,
  *********** *******
  Vice President, Risk Management

• Initial Complaint

  Date:07/03/2023

  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 not liable for this debt with Citadel Federal Credit Union. I do not have a contract with Citadel Federal Credit Union. They didn't provide to me the original contract as I required.

  Business Response

  Date: 07/21/2023

  July 19, 2023

  Dear *** ******,
  

  This letter is in response to a complaint filed with the BBB on or around July 5, 2023, regarding a correction to your credit report. You stated that you are not liable for a debt with Citadel and did not have a contract.
  

  After reviewing your account, you had an auto loan with Citadel that originated on May 20, 2016, and was satisfied on May 17, 2018. You were given a copy of the loan contract at origination as required and Citadel is reporting the loan status accurately.
  

  If you should have any further questions regarding this case, please contact me at ###-###-####.
  

  Sincerely,
  Director, Member Experience