Citadel Federal Credit Union

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
When I didn't receive my title, I called the several times.  Each time, they said that the title department will contact me within 24 hours.  However, I never received a call from them.  I tried at least 3 times and each time there were no responses.  As to date, I still have not received the title to my car.
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 payment. The 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 electronically. If 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 you. If you were to have any other issues, please feel free to contact me directly at ###-###-####.Sincerely,Steven M

This letter is in response to Ms. [redacted]'s complaint filed with you on June 17, 2015, to which We responded on March 22, 2016. 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 account. She 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. [redacted]'s age, that these fees and charges would have been waived by Citadel. Citadel does waive Certain fees for seniors, namely, e-statement fees and some check fees. It does not waive NSF or overdraft fees. All members are subject to NSF fees on their account if they do not have enough funds to cover a check or debit. Likewise, if they utilize Courtesy Pay, Citadel's overdraft payment service, they are charged a fee for each overdraft paid. Citadel 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 them. Citadel'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 $373.00 in fees after Ms. [redacted] first brought the matter to our attention. We 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 account. We do not have any record of receiving this. I would ask that Ms. [redacted] resend the information, along with an explanation of why she feels each charge was inaccurate or unjustified. As 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 ability. Please 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 matter. If you have any questions, please do not hesitate to Contact me.Very truly yours,Mitchel B. K[redacted] Chief Risk OfficerCC Tony H[redacted]

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 6/20/2015. You did not have insurance until 7/9/15, with [redacted]. That was the first lapse.Your [redacted] policy expired 10/6/15. 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.

[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 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 on. It is my girlfriends car. The derogatory payments to my auto loan are only because Citadel does not process them on the weekends. The pay is sent automatically by my bank. The extra money I was asking for is only a slight increase in payment and money owed. I have a 2 year history with them of on time payments that I was assured would benefit me. Again how can I have limited credit history when I've had 9 lines of credit? That doesn't sound very limited. What I do with a car or motorcycle I've purchased (trade it in sell it etc) is my business alone. As long as the loan is paid. Which is always is. I do have some credit troubles as of late but Citadel ALWAYS got paid on every loan I have with them. 
Regards,
[redacted]

This letter is in response to Ms. [redacted]'s complaint filed with the Revdex.com on April 8, 2016. Mr. [redacted] was upset because a transfer of $1,650, to his ex landlord, came out of his Citadel account, after he supposedly advised Citadel to place a stop all further transfers to the ex...

landlord. There was also some confusion as to what Citadel advised Mr. [redacted], with regard to a credit for those funds, when he originally contacted Citadel about the transfer.In his complaint, Mr. [redacted] wrote the he would contact his ex landlord to try and resolve the situation. Citadel reached out to Mr. [redacted] on April 19, 2016 and learned that Mr. [redacted]'s ex landlord did return the $1,650 to him. Mr. [redacted] also indicated that he wished to close his Citadel accounts, and we offered to assist him any way we could.Thank you for your Cooperation in this matter. If you have any questions, please do not hesitate to COnta Ct nine.Very truly yours,Mitchel B. K[redacted] Chief Risk OfficerCC: Tony H[redacted]

Any Fees and Charges applicable to share accounts are disclosed in the "Schedule of Fees and Charges" provided in conjunction with the Agreements and Disclosures. All account activity is mailed monthly via the account statement. To avoid fees such as 'inactivity fees', a member has to make...

transactions on their account(s) monthly. Please call Citadel Federal Credit Union at ###-###-#### with any questions, thank you.

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 account. The line of credit is not intended to have any...

impact on late fees you may accrue for non-payment of a related loan. A 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 $6,000 until early 2017. 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 account. When a loan is delinquent without arrangement, past due payments are automatically transferred from the savings account, per the account agreement. That 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 $1,0000 was indeed made on 9/15/17. That payment brought the loan current, and brought the due date to 10/25/17. 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 current. If 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[redacted]Collection Manager[redacted]

This is in response to a complaint filed with the Revdex.com by [redacted] regarding the closing of her account at Citadel.I appreciate [redacted]'s confusion and concern over the closing of her account after several months of it being opened, as a result of any issues with past...

accounts at other institutions. While this was consideration in the decision to close the account the primary driver of the account closure was a negative balance within her Citadel account.[redacted]'s account went negative on September 24th and remained in negative status until February 1st. In reviewing this situation, given the extended negative state of the account and the reports of issues with other financial institutions the decision was made to close the account.Sincerely,Steve M. Vice President of Retail Delivery

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.

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 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

[To assist us in bringing this matter to a close, you must give us a reason why you are 
 Complaint: [redacted]
I am rejecting this response because: The assist manager Jay was not willing to help me the way the message was stated. After I was willing to pay the amount owed for my car and credit card Jay wanted me to go on my job portal to set up a direct deposit and I was not able to do that because my employer was in the middle of payroll  processing, and I could not make changes to my payroll account at work. So I then went into a citadel branch to talk to a branch manager and the manager  could not understand why he was being so difficult and not willing to help me, andwas willing to accept the money and have me sign paperwork to have the money debited out my account every month. JAY the manager from collections told me no I could not do that it has to be set up on my job portal and that I needed to take a picture and screen shot it and send it to him. He also stated that even if I paid the money that day he still would not release my car until my job payroll was finish processing where I can make changes. I told him that if my car had to sit longer it will cost more fees and Jay stated that was my problem not his.
Regards,
[redacted]

Review: I will try to explain the problem the best I can. I have a bank account with Citadel Credit Union. I was under the curiously pay program. They pay bills or checks that comes through regardless if I have the money in my account or not. I then pay them back along with a fee which were $30 per item up unto a certain amount. After a certain amount, they would pay it, but we couldn't be charged a fee after a certain amount of fees per account. We never really use to use it, until my husband became ill and began to receive disability which came in once a month a pose to the weekly or bi-weekly income. Well Citadel started to paying our bills that came through even the one we forgot that were coming through ACH withdrawals. We would have a negative account and when his check came through direct deposit, we would clear up our account. The thing is we had 2 accounts with them. Our direct deposit came through one account and the other account which had a MONTHLY ACH WITHDRAWAL. Once they called me to inform me of this, I made arrangements for them to transfer funds on two different dates. First date was a hundred and something I believe and the second payment was two hundred seventy something dollars. I believe I made the arrangements with [redacted]. That's the name a rep name [redacted] ([redacted]) I believe her name was, gave me on a call where this complain comes into play. I called the day I spoke to a rep named [redacted] ([redacted]) because I noticed they took out more than the two hundred seventy something dollars. I found out this day, that they took out wat I gave them permission to take out plus 2 fees they had added because they DID NOT ALLOW the MONTHLY ACH through, but charged me fees for NSF. I could not get anywhere with this Rep, so I asked to speak to a manager. She told me she would have one call me back. Instead of her doing that, she called me back stating her manager told her to refund the $60 in fees and take my courtesy pay off my account. The problem I had with this is and what I told her was that if I had courtesy pay on my account already, like I believed I did, why did they not allow all of my transactions to go through. I had no problems with them charging me the fees for allowing the transactions to go through, I had a problem with them picking and choosing which transactions were allowed to go through. Because my husband has been so sick even to the point where I almost lost him on Sept. 16, 2013 after being hospitalized every month since July. I'm not telling you all of this for sympathy, but just to let you know why I had not been checking my account and catching it early and even afterwards why I'm just filing this complaint. Do to me dealing with all of this, I had not been paying close attention to my account like I use to, so I didn't notice that each month they would allow some transaction to go through with the fee and did not allow some, which would try 3 & 3 times occurring fees and not getting paid and some things being shut off or threatening to be shut off or terminated! So now I have paid them fees and they did not honor my courtesy pay by not paying the transactions that Tried to go through. They didnt honor the courtesy pay but still charged me fees and then added extra fees and then decided to take courtesy pay from me because I called them to ask them about it. I'm asking them to continue to honor the courtesy pay that was offered to me and taken away without notice or a real explanation as to why! I forgot to mention, that I went to the [redacted] branch to ask them about this situation and get something in writing about how the courtesy pay system work and [redacted], the rep. I spoke with could only t ell me that she wasn't sure how it worked and was able to look back into my account and see where they stopped honoring it, but then it was honored again after a certain date, but she couldn't tell me why they didnt honor it and why those were picking and choosing when to pay certain checks, ACH withdrawals, etc. that's when she called the department that decided to refund the $60 in one account for not allowing the transaction and terminating courtesy pay on both accounts. Please help my husband and I get the fees reversed and some settlement fees for all they put us through!!!! This is not the first time we had a problem with them, but we never put a complaint in for the first incident because we weren't sure how long we had to file a complaint after the incident. If ther is no time frame, we would also like to file a complaint about the first incident, or should I just say another incident when they over charged us a $500 fee just to get a lien lifted off of our account. We were told by a lawyer that that was unheard of. We called Citadel about it and was never given a real reason as to why they had done this! They jus keep taking our money like we have it to give! They are the closest credit union to us and just want to be able to bank at a credit union and be treated fairly!!!!Desired Settlement: We want all fees refunded and any monies allowed for them cheating us out of our money and allowed to take advantage of the courtesy pay that we agreed to be a part of!

Business

Response:

See Handwritten Attachment:

I unfortunately have a car loan with this company. I had ended up in the hospital and had gotten a month behind. I had worked out an agreement with them. Only to have them track down my family members and harass them for the money! None of these family members were cosigners, or anything of the sort. They even harassed my 86yr old mother!! All this after I had made payment arrangements! ! After they were getting their money! !! This was such a horrible experience! !

Review: I would like to get a lower rate on my auto loan without having to go through another application and another credit inquiry since that was already done in March 2014. I have now made three on time payments and that will continue and

my credit score is right around 722 as of this time and date.Desired Settlement: Lower fixed rate for the rest of the term on the car loan as I have received approved offers by mail to refinance @ 1.99% rate for 72 months from several banks in the past few weeks. Thanks for your time and understanding in this matter.

Review: Re: Unauthorized Credit Inquiries Dear Citadel Federal Credit Union, I recently received a copy of my [redacted] credit report. The credit report showed a credit inquiries by your company that I do not recall authorizing. I understand that you shouldn't be allowed to put an inquiry on my file unless I have authorized it. Please have these inquiries removed from my credit file because it is making it very difficult for me to acquire credit. I have sent this letter by the Revdex.com because I need your prompt response to this issue. Please be so kind as to forward me documentation that you have had the unauthorized inquiries removed. If you find that I am remiss, and you did have my authorization to inquire into my credit report then please send me proof of this.Desired Settlement: Please remove two of three hard credit inquires on all three credit reports.

Business

Response:

April 14, 2014Dear [redacted],We have reviewed **. [redacted]'s complaint. Our records indicate we pulled a [redacted] credit report on him on March 14,2014. We received a credit application from [redacted] for an auto loan. He currently has that loan with us.If you or **. [redacted] have any further questions please contact me at ###-###-####.Thank you,

Consumer

Response:

There are multiple credit inquires for this auto loan.I am requesting that all but one inquire be removedfrom all three credit reporting agencies. I have alsorequested the bank make sure they have my legal name correct on this auto loan be advise. Thanks foryour time and cooperation in this important matters.Warmest Regards,[redacted]

Review: I recently had some hail damage occur to my house. When I received the insurance check I was told by CITADEL customer service that all I needed to do was deposit the check, get the work done and present the invoices for payment. After I contracted for the work, I went to my branch office and was told at that time the check was still on hold. I asked why and no one in the branch had any idea what was going on. I called CITADEL customer service and again was told that all I needed to do was present the invoices. When I corrected the customer service rep., Jay put me on hold for 3 minutes and without coming back on the line "cold" switched me to Mortgage Services which immediately went to voicemail. I contacted customer service rep., Brett B. about the situation and all he could offer was apologies and excuses for the other customer services reps. not knowing their job. He referred me to Stacy P., who was suppose to be in control of the situation. I called her number and was told by her voicemail that she was on vacation. Her voice mail then told me to call another number, where all I got was ringing until it went to voice mail. I again complained to Brett B about the run around that I have been getting and he was suppose to have a Mortgage Dept. Mgr. get ahold of me. The manager, Tara U. called and left a message saying she would e-mail me so that we could get this resolved. That was yesterday at 1 pm, it is now 2:30 pm the day after and still no e-mail. As far as I'm concerned their slogan "Banking with one thing in mind. You!" is a joke. I have a contractor who did the work and wants to be paid but CITADEL will not release the money in my account.Desired Settlement: Because of the situation I have been put in, as in having a contractor that did work and now is not being paid in a timely manner because of CITADEL customer reps not knowing their job and handing out banking procedures without knowing them, I want CITADEL to pay the two outstanding invoices I have in my possession at this time.

Review: My car was recently reposessed according to the credit union due to nonpayment. However, there is record that the account was being paid monthly. There was a past due amount that had been on the loan since the beginning of the loan however, the bank allowed the monthly payments to be made towards the loan without any actions. The bank decided they would no longer accept the monthly payments, after doing so for approximately 4 years, & repo the car. I feel that was a breach of peace because they'd allowed it for so long. However, my complaint is that when speaking to representatives, [redacted], [redacted], & [redacted], they were very rude, disrespectful, condescending, and impolite. I received answers such as "because we can" & "because that's what we chose to do", & "well why werent you trying to do something before" as responses to my questions. I felt highly disrespected and requested a manager ([redacted]). She answered the phone very nastily, I gave the name on the loan and she gave me a very nasty comment, stated she had to end the call and hung up in my face. That by no means is customer service. I called back, requested to speak to her manager and was given a voicemail. The car was reposessed but no one deserves to be treated in this manner.Desired Settlement: I would like an apology from each of those representatives listed and a response to my questions which is the reason for my call. I would like an explanation as to why/how they came to their final judgement and if I have any recourse of action. I would like them professionally explain things to me and I would like them to each professionally and formally apologize for their disrespect.

Business

Response:

10/4/2013

Re: [redacted] ([redacted])

All actions regarding this loan were taken in strict compliance with the loan agreement, signed by both our organization and [redacted].

We attempted to work with [redacted] to resolve the defaults on the agreement for several months. We were unable to do so, and resorted to the default remedies allowed by the agreement.

[redacted] was not a party to the agreement. She called several times demanding that we speak with her, and disclose information regarding the agreement to her. We advised [redacted] that Privacy Laws prevented us from having discussions of that nature with her. On at least one occasion [redacted] called, pretending to be [redacted] so that she could get information. We again told her we could not speak with her.

Review: I would like to get a lower rate on my auto loan without having to go through another application and another credit inquiry since that was already done in March 2014. I have now made four on time payments and that will continue and my credit score is right around 722 as of this time and date.Desired Settlement: Lower fixed rate for the rest of the term on the car loan as I have received approved offers by mail to refinance @ 1.90% rate for 72 months from several banks in the past few weeks. Thanks for your time and understanding in this matter.