Citadel Federal Credit Union

As a follow up to my current complaint Citadel is still not sending me a monthly statement and now locked my account on purpose leaving me with no way to pay my monthly credit card payment and they blocked me from being able to use the account, leaving me trying to make payments on a locked out account.send my monthly statement and restore use of the credit card in question

Any Fees and Charges applicable to share accounts are disclosed in the "Schedule of Fees and Charges" provided in conjunction with the Agreements and DisclosuresAll account activity is mailed monthly via the account statementTo avoid fees such as 'inactivity fees', a member has to make transactions on their account(s) monthlyPlease call Citadel Federal Credit Union at ###-###-#### with any questions, thank you

thank you for reviewing and facilitating my complaint with Citadel Federal Credit Unionrealize I did not reply to MrMitchell BK***'s letter dated 4/20/2016, and because of this my complaint has been closed by the Revdex.comAt this point there is clearly no reason to take this forward, but I do feel I need to address the inaccuracy in the letter (aside from referring to me as Ms***)While I was contacted by Citadel on April 19, as the letter states, I did not tell them that the matter had been resolved with my landlordThat is a complete fabrication on their partNor did "indicate" that I wished to close my Citadel accounts, I had already done thatThere was no offer to help me in any way, since I was no longer a customer.My concern is, this type of letter seeks to gloss over the facts and suggest that Citadel did their due diligence to help me resolve their error, which is falseThere is also no mention of the fact that when lattempted to deposit a check to cover their error they deposited it in the check Writer's accountOn the receipt for that transaction I was given intimate details about that other member's accountThis breach of privacy and security is above all the reason why I closed my accounts immediately, and will never set foot in a Citadel branch again.Do with this whatever you see fit, but do not mistake my previous inaction for an indication that this dispute has been resolved.Warmly, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The secondary loan picked up from [redacted] is for a car that I am a coapplicant onIt is my girlfriends carThe derogatory payments to my auto loan are only because Citadel does not process them on the weekendsThe pay is sent automatically by my bankThe extra money I was asking for is only a slight increase in payment and money owedI have a year history with them of on time payments that I was assured would benefit meAgain how can I have limited credit history when I've had lines of credit? That doesn't sound very limitedWhat I do with a car or motorcycle I've purchased (trade it in sell it etc) is my business aloneAs long as the loan is paidWhich is always isI do have some credit troubles as of late but Citadel ALWAYS got paid on every loan I have with them Regards, [redacted]

This is in response to a complaint filed with the Revdex.com by [redacted] regarding the setting up of an external transfer to make an auto loan paymentThe car buying experience should be an exciting time and I am sorry to hear that the process to link your external account created this much frustration for you.Our records indicate that an automatic payment has been established and that your payments are currently being made electronicallyIf they are not being made via your preferred method, please feel free to contact us at ###-###-#### and ask to speak with Ian M [redacted] and he will be happy to assist you in changing your payment method.I apologize that it took several conversations to establish the automatic payment for youIf you were to have any other issues, please feel free to contact me directly at ###-###-####.Sincerely,Steven M

Dear [redacted] , This letter is in response to a complaint you filed with the RevDex.com pertaining to your Credit Card Payment and an Auto Loan application. I apologize for the inconvenience involving your credit card due date not being advanced with your payment on May 31st. We... have since adjusted your due date and your new payment date is July 25th. This initially occurred as a result of the billing cycle on your [redacted] . Unfortunately, payments received in one month do not advance the due date for the following month. Citadel is in receipt of an auto loan application in your name that we received from [redacted] ***. This application has been approved and returned to [redacted] for processing. If you no longer wish to proceed with this application you would need to contact [redacted] to ensure that they do not execute the contract. If the contract has been executed on your behalf through [redacted] ***, you would need to refinance the loan at another financial institution, thus paying off the loan at Citadel. Please feel free to contact us at ###-###-#### if you would like to discuss this in greater detail or have any additional questions. Sincerely, Steve M***

Dear Ms. [redacted] : In response to your complaint with the RevDex.com regarding the addition of collateral protection insurance to your loan to finance the purchase of a 2015 Jeep Wrangler. When you signed the paperwork for the financing of this vehicle, you signed an agreement to provide... accidental physical damage insurance and the installment contract, both of which notified you that you needed to have insurance on the car as of date of purchase, which was April 21, 2017. If you did not have proper insurance, we would add insurance to protect the collateral securing the loan, as is our right per the installment contract. I have included copies of the signed documents with this letter. On May 24, 2017 we mailed you a letter asking for verification that the car had been added to your policy and that coverage was in effect as of April 21, 2017. We received no response. On June 21, 2017 we mailed out a final request for your insurance policy, explaining if we do not receive the requested information, collateral protection insurance will be added to your loan along with the cost of the insurance. This notice also explained that it would be refunded if you were to provide us proof that the car is adequately covered. Again, we received no response from you. On July 6, 2017 we received notification from [redacted] that the auto was added to your policy effective June 23, 2017. On July 12, 2017 we mailed you a notice of lapse for the dates 04/21/17 through 06/23/17. This notice informed you of the cost of the insurance and what was required from you to satisfy the requirements of the contract covering insurance on the vehicle. These requirements were not met and on July 21, 2017 we enforced our contractual right to purchase collateral protection insurance on the vehicle for the above mentioned timeframe. This insurance can be refunded in full with the proof that the auto was covered during the timeframe of the lapse. We have included copies of all correspondence concerning the insurance coverage with this reply. You also state in your complaint that you are a full time student. Your signed application states you were a manager at [redacted] making $3,860 a month in income. Which at the time of application showed you could afford the payment required for the loan. You also financed a warranty and a GAP policy with the loan in addition to the cost of the vehicle. Sincerely, Todd S [redacted] Vice President, Citadel Federal Credit Union

As defied in the contract, previously submitted, acceptable insurance means full coverage, with deductibles less than $1,000, and CItadel listed as lien holder.Your [redacted] Insurance [redacted] expired 6/20/You did not have insurance until 7/9/15, with [redacted] That was the first lapse.Your [redacted] policy expired 10/6/You did not provide additional proof of acceptable insurance until 12/17/15, with [redacted] That was the second lapse.If you have proof of acceptable coverage, as defined above, for the time periods noted, adjustments can be made

The Line of Credit that was extended was a loan to assist the members with a checking account that had several overdrafts By utilizing the line of credit, you were able to minimize the number of overdraft fees that occurred on your accountThe line of credit is not intended to have any impact on late fees you may accrue for non-payment of a related loanA line of credit loan is not issued to make payments for another loan (as that would, in essence, mean the bank was making the payments, and the customer was not).The balance on the credit card did not approach $6,until early Through November 2017, all [redacted] statements have been generated and delivered to the members monthly.Citadel does not take late fees from a checking account, and did not do so on this accountWhen a loan is delinquent without arrangement, past due payments are automatically transferred from the savings account, per the account agreementThat did occur with your account, as your credit card was past due, and the funds for the late payment were transferred as described above.A payment of $1,was indeed made on 9/15/That payment brought the loan current, and brought the due date to 10/25/However, that October payment was also late (not paid until 11/14/17), and a fee was assessed then.Citadel did not open a random loan and begin applying fees to it.As of this writing, your Line of Credit loan is past due, and the credit card is currentIf you can bring all of your loans current, and do not allow them to fall delinquent throughout the first quarter of 2018, I will authorize some credits for your past late fees Tony H***Collection Manager [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:We specifialy asked in the branch whether owning a previous account more than months ago and receiving the bonus would disqualify us and were told that we were eligible we then spent the next months fulfilling all the requirements Regards, [redacted] ***

This letter is in response to Ms [redacted] 's complaint filed with you on June 17, 2015, to which We responded on March 22, Ms [redacted] then followed up, expressing her displeasure, while bringing up some issues that were not included in her initial complaint.In the initial complaint, Ms [redacted] was simply disputing the overdraft and NSF fees that were assessed to her Citadel accountShe did not mention that the account had been held, at the time the fees were assessed, with a joint owner, namely, [redacted] ***Ms [redacted] believes that because of Ms***'s age, that these fees and charges would have been waived by CitadelCitadel does waive Certain fees for seniors, namely, e-statement fees and some check feesIt does not waive NSF or overdraft feesAll members are subject to NSF fees on their account if they do not have enough funds to cover a check or debitLikewise, if they utilize Courtesy Pay, Citadel's overdraft payment service, they are charged a fee for each overdraft paidCitadel staff members are well trained on fees and charges, and would never advise a member that there were no fees for NSFs or Courtesy Pay, or that all fees would be waived, since this is not Citadel policy or procedure.Ms [redacted] was concerned about the fees that were mounting on the account, and asked to be removed from the account, because she did not believe that she was responsible or liable for themCitadel's Collection Manager reviewed the fees assessed to the account, and was confident that Ms [redacted] was not responsible for the fees, after which she was removed from the account.As Stated in my previous correspondence, Citadel waived $in fees after Ms [redacted] first brought the matter to our attentionWe attempted to negotiate a repayment arrangement with her for the remainder, but to no avail.Ms [redacted] stated that she did send our Collections Manager a written breakdown of charges and additional fees that she felt should be reversed from her accountWe do not have any record of receiving thisI would ask that Ms [redacted] resend the information, along with an explanation of why she feels each charge was inaccurate or unjustifiedAs referenced before, the fact Ms [redacted] was on the account is not a reason to waive any fee.We are happy to revisit this matter and work with Ms [redacted] to the best of our abilityPlease have Ms [redacted] forward any information to me, directly at [redacted] ***, Exton, PA 19341, or via email, at [redacted] Thank you for your Cooperation in this matterIf you have any questions, please do not hesitate to Contact me.Very truly yours,Mitchel BK [redacted] Chief Risk OfficerCC Tony H***

March 4, 2016Dear [redacted] ***,Citadel Federal Credit Union reviewed the additional concerns on the complaint identified as # [redacted] .Citadel has attempted to explain in previous responses the workings of a simple interest loan which is that interest accrues throughout the life of the loan until it is paid in full, Citadel has been handling the loan in accordance with the terms and conditions of the signed contract.Our previous response advised the customer to read the terms of the contract on the second page; particularly "How the Total of Payments is Computed", "Application of Payments" and "Computing Interest"These sections, along with the remaining sections of the contract, will provide insight on the terms and Conditions of the contract signed by the customer on October 10, 2012.Citadel is unable to fulfill the customer's requests to apply payments to principal only as the customer is requesting to change the terms and conditions of a signed simple interest loan contract.We appreciate The Revdex.com allowing Citadel to provide a response to the customer's additional concerns.Regards, Brian K.Director of Consumer Lending

Dear *** ***, This letter is in response to a complaint you had filed with the Revdex.com pertaining to Courtesy Pay feesOur records currently indicate that you had opted in to Citadel’s Courtesy Pay program. If that is not accurate, please let us know and will we be more than
happy to remove you from the program so that you may avoid these fees moving forwardCitadel processes our transactions in the order we receive them. I have reviewed your account and have highlighted what I found at the time the three fees were charged to your account in chronological order: On June 1st, your account had a balance of $31.39. Your available balance at this time was $as you had two pending Point of Sale Holds. One was for $from 5/at *** *** and the other in the amount of $from 5/at *** ***. We then received an ACH in the amount of $from *** ***. This transaction was paid even though it exceeded the available balance of $17.94; however the $fee was assessed. On June 8th, your account had a balance of $which was a carryover from June 5th. We received a transaction from Amazon Prime in the amount of $11.65. This was the only transaction to your checking account that day and was more than the $balance in the account, thus Courtesy Pay was invoked and the item was paid and the fee was chargedOn June 19th, you had a balance of $in your account. There were two authorized pending holds on your account in the amount of $(***) and $(***). Both of these transactions were authorized on June 18th and were received to be posted to the account on June 19th. These pending transactions left you with an available balance on June 19th of $at the time when we received an ACH from *** *** in the amount of $19.99. Since this transaction was more than the available transaction, Courtesy Pay was invoked as requested, the item was paid, and a $fee was charged. Please feel free to contact us at ###-###-#### if you would like to discuss this in greater detail or have any additional questionsSincerely, Steve M***

Dear *** ***,Citadel Federal Credit Union reviewed the complaint identified as #***.The application was declined due to two adverse reasons: Limited Credit history and Delinquent past or present credit obligations with othersThe applicant's credit reported an eight-year history of nine
credit linesAlthough we recognize that two automobile loans were financed with Citadel, a third automobile loan was recently opened by the applicant with *** *** *** in June The applicant requested a higher loan amount in comparison to the existing Citadel loan to be paid offThis would have resulted in an increased exposure with CitadelAdditionally, the applicant had recent derogatory payment history in August and September 2015, Citadel's decision to decline was based on the limited credit history of multiple automobile loansThe applicant's limited eight year history did not demonstrate previous experience managing three automobile loans simultaneously, Also, the applicant had recent derogatory history which may demonstrate the inability to manage the multiple automobile loans and other debt.We appreciate The Revdex.com bringing this matter to our attention and allowing us to provide a response.Regards,Bria K.Director of Consumer Lending

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Brian is stating again, I'm not asking the contract to change, I don't see where my funds were applied if this is to be paid off in at the maturity date, there could be no means with the balance that's due on the loancurrentlyAccording to the contract I sent from *** *** I paid the $and change in interest outlined in the contract Revdex.com has a copy of that contractfrom here on out, the payment should be on the principal balance if this is to be paid off at the maturity date of That hasn't changedSeveral replies Brian was incorrect, even in late payments there have only been not the as stated in prior correspondence, this I have proof from Sue that works in the corporate office in Exton, she saw there were only lates, some of those shouldn't have been marked late with the day grace periodI trust that the bank will apply my payments correctly where has my money gone thenyou have the payment history, this balance seems way too high for the loan to be paid in please apply my final payments to the principal so that the maturity date on the loan doesn't change which the bank wants to, which doesn't adhere to the contract that I signed for MONTHS ONLY***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

March 22, 2016Dear *** ***:This letter is in response to *** ***'s complaint filed with the Revdex.com on October 20, I reviewed *** ***'s account history back to April and can confirm that the mailing address on file with Citadel matches the address that *** *** provided in this consumer complaint to the Revdex.com: *** *** ***, Royersford, PA ***.*** ***'s statements have been mailed to this address since April and there are no notes in our system referencing any contact from *** *** to update this information.*** *** has continually paid his Rewards *** account at Citadel via electronic payment on a monthly basis since he filed this complaint back in October 2015,If you have any questions, please do not hesitate to contact me.Sincerely,Liz F.Director, ePayment Solutions

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:have photos of adsI walked in with my partner and sat down with senior Rep and explained that I had a previous account and received $a couple years agoHe looked me up in the system and said since it was over months ago I am eligibleI opened the account and had to do fulfill multiple requirements to earn the bonus at which point I had multiple visits to the branch and online chats and phone callsEvery time asking if I am successfully completing the requirementsAtleast opportunities for citadel to tell me there was a problem, which they never didUntil I tried to redeem my points for the $bonus.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because:It seems that Citadel FCU is still not understanding the true nature of this entire problemLet me explain it in its entirety one more timeIn the Initial Complaint, I did, in Fact, Explain IN DETAIL, the true nature of the Fees that were incorrect from the beginning, and it seems that Citadel FCU is as supersilious as *** C***, either that or they are all as far into Dementia or Alzheimer's as her*** is a SENIOR CITIZEN as far as Citadel Federal Credit Union is concernedAs such, all fees are waived as far as any MAC fees for withdrawals, deposits, etcSo, going back to the beginning of when this account was opened, all of theMAC transactions that were ongoing, the account shouldn't have been being charged for all of the transactions made through the MAC machinesThen, on top of that, *** is the Personal Representative for her s on's Social Security MoneyShe would "Deposit" his money into the Checking account, which she NEVER did, and he would go over to the MAC machine and deduct it from the savings account, which is where she would always put the money, but she would "forget" and put it in the wrong account that month, which would create an overdraft in the account, that checking would have the money and have to transfer it into the savings accountso there would be a FEE for this deficit for her FORGETTING to put it into the correct account....NONE of this had to do with ME at all - it was ALL between her and her SON, DAVID - but I would have to eat the penalties to my account's? I don't think so!! This is ***'s problem She and David shall be the ones to pay for all of these fees, Not I! If all of the ATM balance inquiry's were added back in, which were David's, in both Savings and Checking (as he had to start checking to see where the money was before he were to withdrawal it).Total of all ATM Fees that should have been waived throughout the length of the account: $148.00; Total of ATM Balance Inquiry's Due to ***'s Stupidity $16.00; The balance is in overdrafts from when I instructed the bank to shut the account down, as it was only acquiring more and more deficit by the month and day, and I would NOT be held responsible for ANY of the DEFICITS as *** C*** was the responsible party, as well as her son, DAVID W***, who she is the PERSONAL REPRESENTATIVE FOR and for whom she ALLOWED TO CAUSE ALMOST ALL OF THESE CHARGES TO THE ACCOUNTBut, in NO WAY, SHAPE or FORM should CITADEL have ALLOWED *** our of PAYING this!!In actuality, there is a credit due in the long runa large credit due to this accountand then, a check sent out, made out to me But, They need to ALL of their accounting, as they sure do NOT know how to calculate any of their fields correctlyThey need to start over and begin again! And this time, get it right, as they are just looking stupider every time they respond
Regards,
*** ***

This consumer's contract states that she must have full and acceptable insurance coverage on the vehicle throughout the life of the loanThe agreement also states that deductibles will not exceed $If full and acceptable coverage is not in place, the agreement states that the lender - Citadel
- will add coverage to protect the collateralIn that agreement, the consumer agrees to pay the additional cost of that insuranceThis consumer has had lapses in insurance - times when there is no coverage at all on the vehicleThe consumer has also had policies where the deductible exceeded $These are both defaults under the terms of the agreementOur contacting the customer, and increasing the payment amount as a result of the default, are contractually appropriate