Citadel

Ashley

3 months ago

I called in to the fraud department due to having issues with my debit card being declined, the fraud department advised that it was nothing on their end but maybe some type of “monetary limit”, so he transferred me to card member services. I spoke to someone name Vanessa, who to say the least lacked common knowledge within her role so I asked to speak to a supervisor. I was then cold transferred to a supervisor (she had an accent so I didn’t catch her name) who was rude and lacked knowledge as well…she then cold transferred me to members service! I was highly upset with the service I received up until that moment, but I had the absolute pleasure of speaking with AVERY!! She was knowledgeable, patient, and kind! She placed me on hold to do research and came back with a solution!!! As far as I’m concerned she should be promoted to a managerial role because she clearly has the skills! You’ll need to do better with hiring quality representatives, like Avery! She is an asset to your company because she is the only reason I decided not to close my account!

Kathy Martin

6 months ago

As a member for almost 30 years, Citadel has changed drastically. Poor customer service, no response and total disregard for the needs of its members. The Fraud Department is non-responsive and takes the word of a foreign company over a long time member. One question and claim denied. Maybe $700 is nothing to Citadel but consider your members. An untruthful response from a vendor with no follow-up or contact with the member. Just received a letter in the mail 3 months later that they were going to debit my account the next day. I understand there are policies but they need to change to support your members. Very disappointed and will be taking my accounts elsewhere.

Kenneth Hopton

6 months ago

As a faithful Citadel Federal Credit Union customer ( since age 18, and now 62 ) I wanted to take a moment to thank All representatives who on a consistent basis that truly go "Out of Their Way" to assist with my banking & personal needs.!!!! "A Million Thanks" especially to the Thorndale Office Staff that I visit almost on a daily basis.!!! Just Fantastic Service.... Religiously.!!!! Best, Kathy and Kenny Hopton Commonwealth Process Services LLC.

H Bee

5 months ago

On December 15, 2025, at approximately 3:50 PM, I spoke by phone with a manager named Amanda at the Exton office to follow up on several questions regarding my account. I also requested assistance with understanding and using the Citadel app. Unfortunately, the interaction was extremely disappointing and unprofessional. Amanda refused to provide assistance, declined to answer my questions, and would not offer any guidance regarding the Citadel app. Without providing a clear explanation or justification, she flagged and locked my account. As a result of her actions, I was forced to drive to a branch in person to have my account unlocked, wasting valuable time and causing unnecessary inconvenience. At no point was I given a valid reason for my account being restricted, nor was I treated with the professionalism expected from someone in a managerial role. This experience was both embarrassing and frustrating. I strongly believe this call should be reviewed, as the handling of this situation fell well below acceptable customer service standards. Appropriate follow-up and corrective action are warranted to ensure this type of behavior is not repeated.

Get Up'n Joe LLC

5 months ago

Citadel HQ hired us to provide a hot cocoa bar for their blood drive & holiday event. The staff were amazing to partner with & we were honored to be part of the good work! Thank you!