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Business Profile

Financial Services

Citadel Federal Credit Union
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Citadel Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

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Citadel Federal Credit Union has 22 locations, listed below.

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    Customer Complaints Summary

    • 54 total complaints in the last 3 years.
    • 22 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/19/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Regards,

      ******** *********

      Citadel outside or during business hours, to assist and address the situation. It seems that Citadel Federal Credit Union is lacking basic security and it is lacking support and contingencies in case of security issues. I believe such situation is unacceptable for a financial institution and it should be investigated with relevant consequences.

      Business Response

      Date: 07/05/2025

      Please see attached response. 

      Thank you.

      ******* Stringer 

    • Initial Complaint

      Date:05/18/2025

      Type:Billing Issues
      Status:
      Answered
      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 Jan 6, Citadel allowed someone to fraudulently open accounts in my name. They then linked the fraudulent accounts to my legitimate accounts there, and stole over $4000 from me between January and March 2025. The fraud department representative was condescending and rude and tried to make it seem like it was my fault when I reported it. I have copies of my correspondence with the fraud department at Citadel, the police report, screenshots of the activity in the fraudulent accounts, and a voicemail from the fraud department. The files are all too big to attach here except the police report. If there is another way to submit them please contact me and I will send immediately.

      Business Response

      Date: 05/30/2025

      Please see attached response for the above complaint.

       

      Thank you!

    • Initial Complaint

      Date:03/24/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 recently applied for a HELOC with Citadel Credit union. They did not call me to inform or update me regarding my loan application. I only received a letter stating that my loan application was denied. They did not call or contact me regarding my loan application. They also did not discuss with me other options to have my ***** application approved. They just all together denied me. I feel disappointed because I was hoping that my ***** application would get approved so I could pay off some debts but they flatly denied me.

      Business Response

      Date: 04/07/2025

      Good evening,

      Please see attached member response. 

      Thank you.

      ******* ********

       

    • Initial Complaint

      Date:02/22/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Using the Citadel customer site, I opted to pay the entire balance off on my car loan. As soon as that was confirmed, I tried to stop my auto pay so that my account wouldn't be hit with a payment for a loan that I had just paid off. Using all the measures in my control, I also sent an email to customer service through their interface identifying the account and asking for someone to be sure that auto pay was now turned off. On 2/22/25, I noticed that Citadel had debited my bank account for the monthly payment despite my loan payoff and instructions. On 2/22/25 at approximately 9:00 AM EST I called customer service. After explaining the situation three times, I was advised that I had to go into a branch to get my money - that the money was in a savings account at **********************. I explained that I had chemo appts and asked if there was ANY OTHER WAY to get my money? The *** agreed to mail me a check. What I need to ask is - is it truly legal to shove money into a savings account I never authorized, don't use - or if I did authorize it in some clause for the loan - is it fair to do that after I expressly asked for the charge not to occur? I was told that the bank needed 64 cents, so that was the reason for the charge. Can you investigate?

      Business Response

      Date: 03/12/2025

      Please see attached complaint response. 

      Thank you.

    • Initial Complaint

      Date:02/03/2025

      Type:Billing Issues
      Status:
      Resolved
      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.

      Better Business Bureau:

      This is not how thing actually happened......I had to wait 5 days before I had access to the funds.....and they continued to blame the other bank - ***** Fargo, when in actua;ity they are now admitting that the request was not sent right away......Also, on the Citadel website, they should not have an option for called " Instant Verification" for adding a New Account, if their ************************** still needs a few days to verify something???

      Either way, the matter is settled, in reference to complaint ID ********, and I am glad to not be doing business with them Again!


      Regards,

      ******* ******


      Business Response

      Date: 02/19/2025

      Please see attached complaint response. 

    • Initial Complaint

      Date:01/13/2025

      Type:Order Issues
      Status:
      Answered
      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 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: 22802980

      I am rejecting this response because: The merchandise is fake. It doesnt appear to be fake it is fake. Fake merchandise is illegal is it not. Your responsibility as my credit card company is to help protect our money. Your money and my money. I bought a product they didnt have a sign that says fake merchandise purchase at your own risk.  Your job is to hold ****** accountable and its PayPals job to hold the merchant accountable.  I will dispute this until I get my resolution.  Sincerely a customer thats getting scammed. 


      Regards,

      ***** *****








      Business Response

      Date: 01/28/2025

      Good morning,

      Please see attached response.

      Thank you!

       

    • Initial Complaint

      Date:01/01/2025

      Type:Billing Issues
      Status:
      Resolved
      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.

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Thank you so much for you help!

      Regards,

      ***** ******


      epresentative from **************** explain to ****** they didn't receive the payment. Since that time, I haven't been able to get a hold of ****** to see what the next step would be. I've been without my funds since 33 days which is way too long..

      Business Response

      Date: 01/16/2025

      Good afternoon,

      Please see attached response to Mr. ******************* you. 

      ******* ********

    • Initial Complaint

      Date:12/26/2024

      Type:Billing Issues
      Status:
      Answered
      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 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: 22732274

      I am rejecting this response because: it would have been nice for Citadel to give a courtesy email/call/letter warning about the potential upcoming fees and give their client a heads up so that their client could act instead of being unsuspecting and trusting her money is safe with the institution they trust.


      Regards,

      ***** ******








      Business Response

      Date: 01/10/2025

      Please see attached response.

      Thank you!

       

    • Initial Complaint

      Date:12/21/2024

      Type:Billing Issues
      Status:
      Answered
      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 paid my citadel credit card off on 11/19/2024 and citadel did not update my credit report with TransUnion or experian, however they updated it with equifax. I do not think it's fair to pay off debts for it to not be reported accurately! I have disputed it multiple times and they still have not took it off!

      Business Response

      Date: 01/06/2025

      Please see the attached response sent to the member. 

      Thank you!

    Citadel Federal Credit Union is BBB Accredited.

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