Reviews
This profile includes reviews for Citadel Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.35/5 stars
Average of 20 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromStephanie M
Date: 03/13/2025
1 starIf you are in online Banking, Citadel just asked you for a new approval of their disclosures. In that disclosure you are agreeing to let them charge you multiple times for ***. You cannot use online banking without agreeing to it. The previous president removed phone telecommunications to reduce the amount of complaints and frustrations with their new online banking system which is run by AI and designed to rip you off. Move across the street to *********************************. These guys are trying to rip you off like a for profit bank pretending to be a credit union.On top of this, our family has been a member for multiple generations. Our grandmother recently passed and they allowed her account to be fraudulently depleted with no warnings or freezes. Their fraud department refused to assist us. The folks in the ***** told us the fraud dept.'s job is to protect the bank not consumers. Then we spend a whole year, and these folks are convicted of felonies but Citadel still wants us to PAY THEM. We agreed to pay, then pulled every ***** from these liars. IT COST US THOUSANDS OF DOLLARS TO BANK WITH THIS CREDIT UNION. ******Review frombenjamin s
Date: 02/21/2025
1 starI had the worst banking experience of my life at this branch. From the moment I walked in, I was met with racism and judgment. Despite calling ahead to arrange a withdrawal, I was forced to wait for an outrageous 1.5 hours. Things escalated when the staff falsely accused me of fraud, leading to my detainment by the police. The treatment I received was humiliating, unjustified, and clearly discriminatory. This bank’s actions were not only unprofessional but outright racist. I have since contacted my lawyer to pursue legal action regarding this incident. Joe, in particular, was extremely unhelpful and condescending, but the older lady’s behavior was even worse. If you are Black, I strongly advise you to avoid this branch entirely, as they clearly do not treat all customers with fairness and respect.Review fromAmy R
Date: 02/06/2025
1 starI understand charging fees for *** but to charge a fee then charge again for every resubmission so that a $12 charge ends up costing $111 when all is said and done is crazy. Obviously if a person doesnt have $12 for the charge they will not have $99 for the fees. I could understand the $33 fee but to not pay the charge then resubmit it two more times is awful. I have direct deposit my checks are deposited on the same days every month and it seems like you are trying to get in as many charges before that deposit.Review fromJorge L
Date: 11/27/2024
1 starJorge L
Date: 11/27/2024
******** customer service. I called two times to my bank where i have been a member over 20 years with numerous accounts and waited on the line for **************************************************************************************************** i had to try numerous methods of putting my name in to get the authentication to complete which in turn locked my Apple Pay account out. Then i called again waited 20 mins got moved around in departments to a phone *** who proceeded to tell me i had to setup a Skype/web call to complete my Apple Pay on board. However no one explained why i had Apple Pay fine with my credit card or on my debit card before but with my new phone this while convuluted process had to be followed and then he hung up on me. **** customer service. No consistency in their ***s ********* Im over this credit union. I will pull my accounts and advise others to. They arent helpful and really dont care about the customers.Citadel Federal Credit Union
Date: 11/29/2024
Thank you for your feedback. We sincerely apologize for the inconvenience and frustration you experienced with our customer service. We understand how important it is to have a smooth and efficient process, especially when it comes to setting up essential services like Apple Pay.We are sorry to hear about the long wait times and the inconsistent information provided by our representatives. This is not the level of service we strive to offer our valued members. Your experience highlights areas where we need to improve, and we appreciate you bringing this to our attention.We would like to resolve this issue for you as quickly as possible. Please contact our dedicated support team at ************************************************ so we can assist you directly and ensure your Apple Pay setup is completed without further issues. Additionally, we will review our procedures and provide additional training to our staff to prevent such occurrences in the future.Thank you for being a loyal member for over ******************************************************************** our services.Review fromJackie I
Date: 09/23/2024
1 starThis credit union used to be amazing but not it's absolutely awful. If you accidentally try to make a purchase that will over draw you account. They declined it but then charge you $33. I was told by customer service it's because "a lot of work goes into declining a transaction and they incur fees" which is a lie. There are so many instances of this horrid company lining there pockets but stealing money from people. They should be shut down!Review fromYazmin M
Date: 07/30/2024
1 starThis company is a fraud for the hard working consumer. They will charge you a $33 fee for declined transactions. They don't pay the transactions but will charge you a declined fee. Horrendous do not use this bankReview fromLisa S
Date: 04/12/2024
1 starCitadel does not allow me to make a payment from my checking account to my ********************** card account. I cant transfer the money from my checking account to the ********************** card account. I got paid and my payroll check went into my account after 12am on my pay date. They would not allow me to use my card to pay my bills, withdrawal money, or make a payment to my credit card. My car insurance was due, I needed to pay my water & electric bill and was not able to because of the hold they put on my account for $73. They should not put a hold on my account & hold all of my pay, it should only be for the payment that is due. They have made it impossible to make a payment or a transfer to the credit from my account & held my pay up for the $73 owed. How is this fair? This is abusive and controlling and they should legally be allowed to put a hold on my card for anymore than the payment that is due. I have had an account with them since 2009 and this is how they treat me. If they didnt put the restrictions they have on my account i would pay the payment due before the due date, they also added a $35 late fee. I dont feel this is fair banking, its controlling and abusive.Review fromKevin A
Date: 04/09/2024
1 starMy account information was leaked and nearly $16,000 was stolen from me back in 2020. I have never recovered financially from this and now am in crippling debt. When I contacted their fraud department the refused any and all attempts to refund any amount of money that was stolen from me telling me that I authorized the payments. This all happened after my identity was stolen and I alerted not only law informant but Citadel as well, they were made aware my identity was compromised and did nothing to reimburse me for all of my savings being drained in the matter of hours. I wish I could review 0 out of 5 stars.Review fromJennifer L
Date: 04/08/2024
1 starCitadel underwrote a car loan, and I decided to open a credit card with them to use with my sole proprietorship. When the credit account was opened, I asked them not to increase the credit line, and they assured it they would not. Weeks later, I received a letter stating that my credit line had been increased. I called, requested and was granted the decrease, and was assured it would not happen again. Months later, I received another letter granting a credit line increase. Again, I called, demanded they reinstate the previous credit line, and stop increasing my credit line without my permission. They assured me they would not. After lowering my credit limit to where it should have been all along, I took a 38 point hit to my credit score. This makes it harder to get another line of credit should I need one, and increases the likelihood that I'll stay with a bank that's predatory.I'll be closing this account, but consumers should know that Citadel does not take your financial autonomy or health seriously and won't honor any control you try to maintain over your own finances.0/10 stars. Do not recommend.Review fromPaul B
Date: 12/07/2023
5 starsFor 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.
Citadel Federal Credit Union is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.