Keeping your contact information up to date with Citadel is essential. In addition to making sure you receive statements and other information from Citadel at the right address, your contact information is also used to secure your account.

If you need to make changes to your address, phone numbers, or email address, online is the fastest and easiest way to do it, and it's available 24/7. Log in to your account with Online & Mobile Banking and access your profile to update your information. 

• On Desktop: Select your profile picture or icon (upper right), then Profile.
• On Mobile: Select Menu (bottom right). Scroll down to Settings and select Profile.

You can also make changes to your contact information using any of the options below. Please note that for security reasons, to verify your identity and we are not able to change your contact information over the phone.

• By Video: Chat with us via Video Connect.
• In Person: Visit a Citadel branch.

Remember, Citadel will NEVER call or text you to ask for personal information. If you receive a call requesting private info, hang up immediately and contact us at 800-666-0191.

Using Card Controls with your Citadel debit or credit card can provide you with peace of mind and help you secure your financial information. You can easily lock or unlock your card, set travel notices and card alerts, and more, all with just a few clicks or taps.

Watch this video on How To Set Up Card Controls or follow the instructions below.

To access these controls, log in to your account in Online & Mobile Banking. If you are not registered for Online & Mobile Banking, you can enroll here.

1. Select the account the card is associated with from the menu. Debit cards are attached to checking and Star Savings accounts, Citadel credit cards are listed under Loans & Credit.
2. Look for the Card Services tab, located directly above transaction information for that account.

Note: If you do not see the Card Services tab, check the account you are accessing. Debit cards are only connected to checking and Star Savings accounts. They are not connected to other accounts such as High Yield Savings or Certificates.

3. You will now have the option to lock and unlock your cards, report your card lost or stolen, set up travel notices, and more.

Check out this article on Credit Card Security Features and be sure to visit our Security Center for more information on how to protect your identity and accounts.

Connecting External Accounts

Adding an external account allows you to link your savings and checking accounts at other financial institutions to your Citadel account. You can add as many external accounts as you need.

Once you set this up, you can transfer funds between those accounts and your Citadel accounts and use your external accounts to make payments on your Citadel loans.

Follow these steps or watch the video on How to Connect Your External Account to see how it’s done.

First, log into your account, then:

• On desktop, select Transfer & Payments from the top menu. There are two ways to add an external account.

→ Select Add External Account to the right of New Transfer

Or

→ Select External Accounts from the menu on the left, then the Add Account tab on the right.

• On mobile, select Transfer/Pay from the bottom menu. Then select Add An External Account

Next, select the financial institution you would like to add and follow the prompts. You can also add the account manually using the financial institution’s routing number and your external account number. Click Continue to verify the account.

Verifying External Accounts

You have two options for verifying external accounts you wish to connect to your Citadel account.

• Instant Verification: You authorize the connection between your accounts by providing your username and password for your external account.
• Micro-Deposits: You authorize the connection between your accounts by providing the exact amount of two small deposits (under $1) from Citadel into your external account.

Instant Verification happens in real time, while using Micro-Deposits may take two to three business days. Both options are safe and secure and enable you to transfer money between your Citadel and accounts. In most cases, there are no additional transfer fees to do this.

Instant Verification

Instant account verification is a safe, secure, and quick way to connect your external accounts to your Citadel account. It happens in real-time without requiring micro-deposits, routing numbers, or bank account numbers.

To use instant verification, you will need to authorize the connection by providing the username and password for the external account. Your login credentials are only used one time to verify your external account and are not retained by our system.

If you do not wish to use your login credentials to verify your account, you can enter your banking information manually and use micro-deposit verification.

Micro-Deposits

Micro-deposits (or trial deposits) are small sums of money transferred online from one financial account to another to verify if the account on the receiving end is the account the sender intended to reach.

If you are using micro or trial deposits to verify an external account:

1. Check your external account's recent transactions. You should see two small deposits (under $1) in the account within two to three business days. Note the exact amounts of both micro deposits.
2. Log into your Citadel account.
3. Select Transfer & Payments (on desktop) or Transfer/Pay from the bottom menu (on mobile).
4. Select External Accounts (on desktop, may be marked with an exclamation icon) or Manage External Accounts on mobile.
5. Select the External Account marked Pending, then Verify Account.
6. Enter the amount of the micro deposits and verify.
7. Your external account should now be marked as active and you will be able to transfer between your external and Citadel accounts.

Note: Once the micro deposits are made, you have 14 days to complete the verification process. You will not be able to make transfers to/from your external account until the micro deposits have been verified.

How long does it take for an external account to be approved?

How long it takes for an external account to be verified and accessible varies by the way it is authenticated. If you use Instant Verification, authorization happens in real time and your external account should be available immediately. If you enter an account manually and use micro deposits to verify, the process can take two to three business days.

Delete External Accounts

First, log into your account.

• On desktop, select Transfer & Payments from the top menu, then External Accounts from the menu on the left
• On mobile, select Transfer/Pay from the bottom menu. Select the Manage External Accounts.

Then select the external account you wish to remove and click Delete.

You can use your Citadel credit or debit card with almost any mobile wallet, including Apple Pay.

Watch this video or follow the directions below.

To set up Apple Pay:

1. Go into Settings on your mobile device, open Wallet & Apple Pay and select Add Credit or Debit Card.
2. Snap a photo of your card or type the numbers manually.
3. Enter your expiration date and security/CVV code.
4. Agree to the Terms & Conditions.
5. You may be asked to verify your card by choosing email, text, or call.
6. You can set your Citadel credit or debit card as the default card in your Apple wallet.
7. Start shopping. Your Citadel card is ready to use with Apple Pay!

Note: The safety and security of your account information is of the highest importance. As a security measure, you may receive a “verification required” message when adding your card to any mobile wallet. Once verified, an on-screen message will appear stating that the card is ready for use. This verification is part of our multi-layered approach to security in payments.

If you’re experiencing issues setting up Apple Pay, please note the following:

• The address for your Apple Pay and your Citadel credit card must match. If you have updated your contact information  within the last 60 days, you may be unable to add your card to Apple Pay without assistance.
• You will need to speak to a representative  during normal business hours to validate your card for Apple Pay. You will need to be authenticated to complete the process.
• If you need to make changes to your address, our Video Connect  representatives can help you during the verification process. Please have a valid ID ready.

Our after-hours contact center cannot complete the verification process, and you cannot send a secure message to verify your card for Apple Pay.

Direct deposit is a fast, secure way to deposit paychecks, government checks such as tax refunds or Social Security benefits, or other funds such as annuities and dividend payments. In most cases, you will have immediate access to these funds, and since Citadel offers early direct deposit, you'll receive your funds up to 2 days early.*

• If you are setting up a direct deposit for your paycheck from your employer, they may provide either a paper or online form for you to fill out.
• Instructions on setting up direct deposits from the U.S. government, such as tax refunds, military benefits, or Social Security checks, are available at GoDirect.gov.
• You may also supply this information to your tax preparation professional for tax refunds.
• Your financial advisor or planner may need this information to set up direct deposit payments and distributions from retirement accounts.

How to set up direct deposit in Online Banking:

You can set up or adjust your direct deposit in Online & Mobile Banking using our partner, Pinwheel, to connect to your payroll account. Here's how it works:

• Log in to Online & Mobile Banking
• Select the account you want to receive your direct deposits in from the accounts list
• Select 'Manage Direct Deposit', and follow the Pinwheel prompts

Don’t Have Online Banking?

Enroll here. Or, simply provide your Citadel account & routing information to your employer's payroll administrator using our direct deposit form here.

Where to find your account & routing information:

Here's How:

1. Select the account you want to receive your direct deposits from the account lists menu. Please note: Certificates are non-transactional accounts and cannot receive direct deposits.
2. Look for the ACH(EFT) number on the Account Details tile (desktop) or the Details tab (mobile).

Please note: It may take one or two pay or benefit periods before direct deposit is activated for your account. You can sign up for automatic alerts to let you know when your deposit is available.

What is a qualifying direct deposit?

A qualifying direct deposit is defined as a recurring amount electronically deposited directly into an account from:

• Payroll
• Pension
• Social Security
• Government benefits
• Other regular income

Internal or external transfers from one account to another, mobile deposits, and deposits made at a banking location, ATM, or through Online & Mobile Banking do not qualify as a direct deposit.

The easiest way to manage your Certificate, including setting up maturity options, is by using Online & Mobile Banking.

1. Log into your account and look for the certificate in your list of accounts - you may need to scroll down to see it.
2. Select CD Maturity Options and choose how you would like the funds disbursed when the certificate matures. Maturity options can be set at any time during the term of the certificate.

• Auto Renew: The entire amount of the matured certificate (original deposit + any earned dividends, minus any penalties or early withdrawals) will be renewed for the same term at the rate current on the maturity date.

For example, a 12-month certificate earning 3.89% APY (Annual Percentage Yield) on a $1,000 investment would earn $38.90 in interest over the year, resulting in a maturity value of $1,038.90. That amount would be rolled into a new 12-month certificate at the rate current on that day.

• Transfer to an existing account: The entire amount of the matured certificate (original deposit + any earned dividends, minus any penalties or early withdrawals) will be transferred to another one of your accounts that you select from the list.

Please note, there is a 10-day grace period following the maturity date during which changes to the term or deposit amount can be made without penalty.

For help with your certificate accounts, contact Member Care during business hours at (800) 666-0191 or visit any Citadel branch. You can also send a secure message anytime through Online & Mobile Banking.

Not enrolled in Online & Mobile Banking? Enroll here.

The short answer is no. Once a card is swiped your card or payment is authorized, you cannot stop or block the charge. What happens next depends on whether the charge is fraudulent or non-fraudulent.

• Fraudulent charges: You didn’t initiate or authorize a charge at any time and/or do not recognize it.
• Single charge issue with a merchant or service provider (non-fraudulent charges): You did authorize the charge, but there was a problem. This could include not receiving the item or service, being charged incorrectly or multiple times, or a credit not being issued for a return.
• Recurring charges (non-fraudulent charges): You initially authorized the charge for recurrent payments, then cancelled, but the merchant or service provider continues to draw payments from your account.

IMPORTANT: For non-fraudulent charges, contacting the merchant or service provider is the first step. If you have already contacted them, please retain any information relating to the transaction, such as receipts, emails, or messages.

Once the charge has posted, you can begin the dispute process. Learn more about how to dispute a charge here.

Fraudulent Charges

Fraudulent charges are transactions on your credit or debit card that you did not initiate or authorize. This includes PIN-based ATM transactions.

These fraudulent charges may occur either when the card is in your possession (someone has counterfeited or duplicated your card), or the physical card has been lost or stolen. If your card has been lost or stolen, it is recommended that you file a police report where the card was used.

If you discover fraudulent activity on your Citadel cards, notify us by one of the following methods:

• Call us
• Send a secure message
• Visit a branch location

A representative will help you complete the Card Fraud Report. The report must be signed by the cardholder that has the fraud, and should include all unauthorized transactions, including items that are pending.

Please note that if Citadel’s monitoring systems  detect suspected fraud on your account, you will be notified using the contact information listed in your account to verify your activity.

Non-Fraudulent Charges

Transaction issue with a merchant or service provider

In this case, you initiated or authorized the charge and provided your credit or debit card number for goods or services, but there is an issue with the transaction. Next steps vary depending on the type of issue, but contacting the merchant or service provider should always be the first step.

IMPORTANT: Pending non-fraud transactions cannot be disputed. Non-fraud transactions must post to your account before they can be disputed.

In all cases, contacting the merchant or service provider first is required.

Canceling recurring payments

Automatic payments using your credit or debit card are a convenient way to pay bills, subscriptions, or services. If you want to prevent your card from being charged, there are several steps you need to follow.

1. Contact the biller. Contacting the merchant or service provider is your first step. Let them know you no longer want your credit or debit card to be charged and ask for information on their cancellation process. Most legitimate companies will accept your request to cancel unless there are specific contractual obligations.

You may need to fax, email, or mail a notice stating you no longer authorize automatic withdrawals or payments from your credit or debit card.

Keep a copy of your correspondence as well as details of any phone conversations (e.g. the time, date, and reference number). This will serve as proof of your request to cancel should the company fail to stop charging your account.

2. Contact Citadel. If you have followed the merchant or service provider’s cancellation process, but the charges continue, you can contact Citadel to revoke authorization. You will be asked to provide any documentation you have regarding attempts to cancel with the biller.

Note: Stopping payment or revoking authorization through Citadel does not release you from any contractual obligations to the merchant or service provider. You may be subject to anything from late fees to legal action if you break a contract.

3. Monitor your accounts and follow up. With Online & Mobile Banking, you can monitor your accounts closely after you’ve requested the cancellation and retain any documentation or correspondence with the biller.

No, Citadel’s BNPL offering does not require a credit check.

In observance of the following holidays, all Citadel offices will be closed on the dates below.