Citadel Credit Union Welsh Rd, Lansdale

Today I was told that I was not eligible for the advertised 300 dollar sign-on bonus after allowing this company to hold onto my money for over six months. I thought something was fishy when I signed up initially and the web page crashed midway through sign-up and it was not clear if the account was even created. When I called to inquire, I was given a six-digit account number instead of a traditional ten digit number. I suspected that Citadel would renege on their promise and in that sense, I was not surprised. I had never even visited the location before it was time to pick up my 300 dollars that I never received, and I was made to feel lucky that I even got my 10 dollars back. They held onto my money for 6 months, collected interest on it, and never paid what they promised. They NEVER told me that I had to set up a direct deposit to get the bonus money. When I closed the account, they didn't give me a receipt. When I opened the account, I was not allowed to print the details of the contract because of course, the web page crashed. When I arrived at the bank, if you can call it that, I found that the drive thru window is a facade... completely non functional! There are actually lanes that look like drive thru teller lanes, the kind that would normally be equipped with pneumatic tubes, and there is nothing but a blank pillar there! They actually painted arrows and set up lanes to create the ILLUSION that there is a drive thru. They went through the trouble of doing this. I am going to warn everyone about this place, and I mean everyone.

Do not under any circumstances open an account here. You will never receive the bonus money and there is no drive through. The drive through is painted on the side of the building, no joke. From April of 2020 until May of this year it was impossible for anyone to transact with the bank at all because the inside was closed and the drive through lanes are fakes. An investigation is called for.

Absolutely disgusted. I left my license at this location by mistake when the teller asked for it and forgot to hand it back to me. I called and asked them if they had it and they said yes. I stopped in before work to pick it up and theh refused to give it to me. They WANTED TO SEE ANOTHER LICENSE FOR PROOF THAT IT WAS ME INSTEAD OF JUST LOOKING AT THE PICTURE. WHERE WOULD I GET ANOTHER ONE? I argued with this woman for 15 minutes and she still refused to produce my license, and I ultimate had to put her corporate on speakerphone to convince her to give me my license back, something she should have done when I visited the day prior before I left.

I am not sure why a drive through is advertised when there is literally no functional drive through at this or any other location. Citadel is a good name for it because there is "No way in" to this bank.

Absolutely abysmal customer service, no one available to help with card replacement, went 9 days without access to my money. No drive thru available. Not a real bank.

A shining light, I am referring to Susan at the Lansdale Citadel Branch. If we could only clone her and have one Susan in each Citadel Branch, all reviews would be five stars. As a new customer, I needed a debit card which I was issued at a different Citadel Branch; you would think that when you go to a Citadel Branch to get a debit card that it would work properly. To my surprise, the first time I went to use it to pay for lunch it was declined twice. Yes, it was humiliating, and yes, the restaurant's cashier gave me a piercing look of displeasure--fortunately, I had cash. I called the number on the back of the card, my somber mood was reversed upon hearing a cheerful, energetic voice, overflowing with confidence, professionalism, and compassion. Susan rectified the situation as if by magic and now at some later date I will return to the restaurant with a debit card that works. Thank you Susan!

I've been trying for sometime now to write a review for/on Susan Schmidt, Sr. Financial Service Representative @ the Lansdale branch! Sue is AWESOME! She is always ready and willing with a smile to help you and she goes the extra mile to make sure you are satisfied! She is an asset to Citadel for sure!

My husband and I have banked with citadel for 2 years. The teller who initially brought us on board was amiable and overall knowledgeable. We have since experienced a dramatic decline in our overall experience with the lansdale branch. Their atm doesn't read your checks correctly and malfunctions more than it actually does its job. The Customer service representatives are EXTREMELY rude and unprofessional leaving you on hold for 10-15 minutes at a time without checking in with you, and using sarcasm with their customers who are simply trying to understand the response they were given. They dont take the time to explain their responses and will basically hang up on you if you ask too many questions. The branch managers and tellers included do not care about their customers on a personal level as citadels motto suggests. I will never again trust this bank with my funds. If I could rate citadel a negative 5 stars I would.

Outstanding Customer service. Caring and involved people. Susan in particular is absolutely Terrific! Great bank as a result of Great people.

Have not received debit card, login information does not work, cannot access my paycheck. Corporate hung up on me twice. I need my money!