Citadel Credit Union Granite Run Dr, Lancaster

Great experience recently working with Kye and the team at the Granite Run Branch on our corporate banking needs. 20 years of commercial banking with Citadel and we couldn't be happier!

I signed up for the checking account under the pretense that I'd be awarded a $300 bonus. I did this in person at the branch because I had many questions. The promotional code was not working, so the woman I worked with told me that we'd open the account and she would contact IT and everything would be fine. I had specifically stated that I only wanted to open the account if I didn't have to provide a direct deposit. Nowhere on the offer did it say that I needed one, but I went in person to make sure. The woman assured me that I didn't need it. Then I received a couple of emails from her weeks later. IT had used a different code for the promotion, and I had 60 days from the opening of the account to provide direct deposit. This is not the only instance of poor internal communication and inefficiencies that I've noticed with this credit union.

I understand it’s a pandemic and branches are closed. But, only 1 branch with a single line drive through in Lancaster. 26 minutes now... waiting for car in front of me! And this is NOT the first time. There has got to be a better way! (And yes, I do most everything with mobile banking, but occasionally you need to go to the actual bank)

We love being part of this bank. Our accounts have been at this bank for over six years. They are always friendly, smiling, and quick to help. I started using them when the were downtown, but this building has even made things better!

Carlos was amazing! So helpful and so personable! Thanks so much!

I became a customer at Citadel FCU when I got my new car. Theirs was the best rate at the time. My appreciation for this bank ends there. The customer service at this branch is shockingly horrible. Not once have I been greeted with a smile, and every time I've gone in, the tellers either don't make eye contact with me, or they look at each other until somebody finally calls me up, as though I'm an inconvenience. The first time I went in, the teller told me that if I opened my accounts there, I could get $400. I emptied my accounts at my other bank and came to open them with Citadel, only to find out that the teller had given me incorrect information, and I wasn't eligible. Annoying, to say the least. I opened the accounts anyway, just for ease of having all of my banking in one location. Big mistake. The woman who opened my account failed to mention that my CASH deposits (not just checks, CASH) would be held for up to 30 days after my account was open. She told me that I could deposit at any credit union (a big deciding factor, as I live over half an hour from any Citadel branches) but again, did not tell me that I would not have access to my money for up to 30 days. Because of her blunder, I failed to make my rent and electric on time that month (even though I HAD the money, I could not access it.) When I spoke to her on the phone about this, and expressed my obvious frustration, she said, very patronizingly "If you want me to take responsibility for this, I can." What!? No apology, no offer to make things right, and in fact, she tried to blame it on my 1.5 year-old son, because he was distracting and I must not have heard her tell me about it. Pretty sure I would have remembered that I couldn't get my money for 30 days -- no, she didn't tell me. But wait -- there's more! They do not have a traditional drive-up window, but rather an ATM. My aforementioned, very young child, had fallen asleep in the car and I had to wake him up to take him in and pay my car loan. Not specifically anyone at the branch's fault, but just very inconvenient. When I asked why they didn't have a person at the window, I was rudely educated that "The machine can do everything we can." The woman helping me was very unpleasant, and again, acted as though I was inconveniencing her. I told her I didn't have an ATM card, and she said she'd order one, but didn't do it while I was standing there (she wrote my new address on a post-it, and when I asked if she'd ordered it, she waved the post-it note and said "Yeah, I'll do it later.") She didn't say goodbye, thank me for coming in, smile or anything, she was extremely rude, and, surprise, I didn't get my ATM card. The last time I went in, the teller wasn't rude, but didn't smile or make any pleasantries, and didn't know what she was doing. I was directed to the woman who was supposed to have ordered the card, who just said "I don't know why you didn't get it, I'll order it." She kept her window closed most of the time that I was standing in front of her, and did not apologize for not ordering my card. All of this to say, I will not be going back to this branch. I will drive another 15 minutes out of my way to go to the Rhorerstown branch -- and I can't wait until my loan is paid off so I never have to deal with these people again. Atrocious!

Great credit union with a wonderful staff and fantastic service. We have a mortgage, and a car loan with Citadel and their rates are very good. I'm so glad I left my bank and made the switch to Citadel in Oxford,Pennsylvania because my wife and I couldn't be happier.

Giovanni was AWESOME! Went above and beyond to help me open my new account. Looking forward to banking with them for years to come!

Time after Time citadel holds checks for up to two weeks. Their service is laughable, and for some reason their tellers are condescending. Luckily they will be replaced through automation and maybe this will improve their service.

Just went into Citadel at Oxford PA. There was a line of 3 people me being the second person in line. The teller called up the next guy. I was next to be waited on, the manager came out looked at me than turned her head and waited on the woman behind me . Than to top it off I was called by the next teller who gave me nothing but attitude when I asked her question and spoke to me as I was an unintelligent individual. Made me rethink of opening an account with them but proceeded to anyway since this bank is closer to my home.