Frequently Asked Questions

You have questions. We have answers.

If you have a question, chances are other customers do too. For your convenience, we compiled many of the most frequently asked (and answered) questions here.

Questions about:

Can’’t find the answers? We can.

Call (800) 666-0191 to speak with a local representative.

  • Citadel
  • General
  • Checking
  • Savings &
  • IRAs
  • Loans
  • Mortgages
  • Online Banking
  • Debit &
    Credit Cards
  • Security

What is a credit union?

A credit union is a not-for-profit organization that is owned by its customers (often referred to as members). Since there are no profit-driven shareholders, a credit union can charge lower fees, offer higher interest rates on deposit accounts and lower rates on loan products. In this way, credit unions operate in the best interest of their customers.

How can I become a Citadel customer (member)?

It’’s easy. You can bank with us if you live, work, worship, or study in Bucks, Chester, Delaware, Montgomery, or Philadelphia Counties, or the city of Lancaster, PA. You can also become a Citadel customer if a member of your family or household is already a customer, no matter where you live.

Can I keep my Citadel account open if I move out of Pennsylvania?

Yes, you can access your Citadel account online, by phone or through a shared branching location.


I am having my Tax Return issued through Direct Deposit. What account information should I use?

When using Direct Deposit for your Tax Return, please use your account number with Citadel. You will also need to supply our routing number, 231380104. If you have used Direct Deposit in the past, please be sure to check with your accountant to ensure the correct information is on your return. Please contact us with any questions regarding Direct Deposit.

Are my deposits at Citadel insured?

Yes, your Citadel deposits are Federally insured for $250,000 or more by the National Credit Union Administration (NCUA). Ask us how to make sure that you are receiving the maximum coverage available.

What is Citadel’’s Routing Number?


What are Citadel’’s hours of operation?

Citadel branches are open:

Monday – Thursday 8:30 a.m. – 5:00 p.m.
Friday 8:30 a.m. – 7:00 p.m.
Saturday 9:00 a.m. – 2:00 p.m.

Customer Service Representatives are available to take your calls:

Monday – Friday 8:00 a.m. – 7:00 p.m.
Saturday 9:00 a.m. – 2:00 p.m.

What information do I need to open an account?

• Name
• Address
• Home phone
• Social Security number
• Date of birth
• Valid Government Issued ID
• Joint account owner’’s information (if applicable)

How do I transfer money from one Citadel account to another?

• Online Banking
• Bank by Phone (to set up Bank by Phone, call (800) 666-0191)
• Call the Customer Service Center at (800) 666-0191
• Visit a Citadel Branch

What are the fees for a wire transfer?

• $10 incoming domestic wire transfers
• $15 for outgoing domestic wire transfers of less than $2,500
• $30 for outgoing domestic wire transfers of $2,500 or more
• $40 for incoming foreign wire transfers
• $50 for outgoing foreign wire transfers

How do I question a fee charged to my account?

• Call the Customer Service Center at (800) 666-0191
• Email Us
• Visit a Citadel Branch

What are Citadel’’s current rates?

Click for current rates.

What account titling options and account types are available?

Titling options and account types include:

• Business accounts
• Representative payee accounts
• UGMA accounts
• Estate accounts
• Trust accounts
• In Trust For accounts

If you are interested in any of these options, visit a branch or call (800) 666-0191.

What is shared branching?

A partnership with a group of credit unions across the country that provides you access to your Citadel account when you’’re away from home.

What types of transactions can I do at a shared branch?

Citadel offers the following services to Shared Branching customers:

  • Deposits
  • Cash Withdrawals – up to $1,000
  • Account Histories
  • Transfers within the same account.
  • Loan Payments
  • Loan Advances
  • Traveler’’s Checks
  • Gift Cards


Citadel customers can utilize these services at any of the thousands of locations in the Shared Branching Network. Please check with the Shared Branch you are visiting to verify which services are offered.

How does shared branching work?

Simply go to a shared branch location with your Citadel account number and a valid government-issued photo I.D., such as a state driver’’s license or U.S. passport.

How can I find a shared branch?

There are thousands of offices in the shared branch network. To locate a one near you,
click here, or call (800) 666-0191.

Does Citadel offer insurance services?

Yes. Get an Instant Quote for Auto, Property, Life and other insurance products.

Does Citadel offer financial planning services?

Yes. Our team of Registered Investment Representatives is committed to helping you reach your financial goals. Talk to them about:

• Overall financial planning
• Retirement planning
• Changing jobs
• 401(k) rollovers
• Estate planning
• Tax reduction strategies
• Education planning
• Risk reduction

How can I change my address with Citadel?

There are a few ways to update your address with us:

If you are enrolled in Online Banking, you can update your address by logging in and selecting the “Services” / “Mailing Preferences” menu option on the left hand side. From here you are able to update your email, phone options and mailing address. Please also take this time to verify that your Secure Delivery options are as up to date as possible through your “Preferences” / “Security” / “Secure Delivery” menu options in your online banking.

• You can also call us at (800) 666-0191 and speak to a customer service representative.

• We have several office locations which you can change your address in person.

How do I close my Citadel account?

Call us at (800) 666-0191 or visit a branch to discuss closing your account.

Why is my checking balance different than my available balance?

Usually this is due to a hold on a recent deposit or a pre-authorized debit card purchase. You can monitor your account through Online Banking, or call the Customer Service Center at (800) 666-0191 for more information about the specific hold.

How do I stop payment on a check?

Call the Customer Service Center at (800) 666-0191, visit a Citadel branch or log in to Online Banking and request a stop payment. Note that there is a $15 stop payment fee.

How do I order checks?

You have some options:

• Log in and order through Online Banking
• Call the Customer Service Center at 1(800) 666-0191
• Visit a Citadel branch.

If applicable, your checking account will be charged when your checks are shipped.

What happens if I overdraw my checking account?

A $33 fee will be assessed to your checking account and the transaction may be declined.

You can prevent this by using your savings account or money market account as overdraft protection. You can also establish an Access Line of Credit to act as overdraft protection. This open-ended line of credit does not require collateral.

Another option is Courtesy Pay. With Courtesy Pay, if you write a check or authorize an ACH transaction and your account has insufficient funds to cover the transaction and Overdraft Protection cannot cover the funds, Citadel may pay the transaction for a $33 fee. Debit card transactions require that you opt-in to be covered by this service.


What’’s the maturity date of my Citadel Certificate?

You have several options:

• Log in to Online Banking and click “view details” for that Certificate
• Call the Customer Service Center at (800) 666-0191
• Visit a Citadel branch
• Email Us

In addition, Citadel will mail a reminder to you approximately two weeks prior to the maturity date.

What happens to my Certificate on its maturity date?

Unless Citadel is notified in advance, the Certificate will renew for the same term at the current interest rate for that term on that date.

Following the maturity date, there is 10-day grace period during which you can make changes to the term or deposit amount of the Certificate without penalty.

What happens if I withdraw the funds of a Certificate before its maturity date?

For a Certificate with a term of 12 months or less, 90 days of interest is assessed as a penalty.

For a Certificate with a term of more than 12 months, 180 days of interest is assessed as a penalty.

Can I make a partial withdrawal from my Certificate before its maturity date?

Yes. For assistance in calculating the penalty amount on a partial withdrawal:

• Call the Customer Service Center at (800) 666-0191
• Visit a Citadel branch
• Email Us

What are “laddered” Certificates?

Multiple Certificates with different terms opened at that same time in order to get a higher tiered interest rate. This can be done by calling the Customer Service Center at (800) 666-0191 or visiting a Citadel branch.

Can I withdraw funds from my Citadel Money Market account without penalty?

Yes, you can make unlimited withdrawals or transfers in person at a Citadel branch. You can make up to 6 total withdrawals or transfers per month by check, telephone, Online Banking, or recurring debit.


What is a rollover IRA and why should I consider opening one?

A rollover IRA is a retirement savings account specifically designed to receive transfers from a previous employer-sponsored retirement plan, such as a 401(k) or 403(b). Benefits include:

• Retention of tax-deferred status of your retirement savings
• Consolidation of your retirement accounts for simplified management and greater control
• A wider variety of investment choices, letting you find investments that more closely fit your financial goals and style
• Opportunity for your retirement savings to continue growing

(Subject to certain rules. Consult your tax advisor.)

How much can I contribute to an IRA account annually?

$5,500 if you are under age 50, $6,500 if you are 50 or older.

(Subject to certain rules. Consult your tax advisor.)

What’’s the difference between a traditional IRA and a Roth IRA?

A Roth IRA is a retirement savings account that provides federally tax-free growth and withdrawals once the account has been open for 5 years and you are 59½ years of age. Contributions can be withdrawn at any time, tax and penalty-free.

A traditional IRA is a retirement savings account that provides federally tax-deferred growth. Withdrawals after the age of 59½ are taxed at your tax rate at that time. Contributions may be tax-deductible. Withdrawals before the age of 59½ are subject to taxes and a 10% federal penalty.

Anyone with earned income under the age of 70½ can contribute to a traditional IRA. Roth IRAs are restricted to those who do not exceed certain modified adjusted gross income limits.

Traditional IRA contributions may be tax-deductible. Roth IRA contributions cannot be deducted.

(Subject to certain rules. Consult your tax advisor.)


How can I apply for a loan with Citadel?

• Access our Loan Application
• Call the Customer Service Center at (800) 666-0191
• Email Us
• Visit a Citadel Branch

How can I get loan payment coupons?

• Call the Customer Service Center at (800) 666-0191
• Email Us
• Visit a Citadel Branch

How can I get information about my loan payoff?

You can use Online Banking, call the Customer Service Center at (800) 666-0191 or visit a Citadel branch.

How do I question a fee charged to my loan?

• Call the Customer Service Center at (800) 666-0191
• Email Us
• Visit a Citadel branch

When will I receive the title once I pay off my auto loan?

You will receive your title within 30 days of paying off your loan.

What is force-placed insurance?

If you are unable to provide Citadel with proof of insurance or proof of adequate insurance coverage, Citadel will force-place insurance on the vehicle. To enter your insurance information, you can visit

What is the difference between a home equity loan and a home equity line of credit?

A home equity loan lets you borrow amounts based on the amount of equity you have in your home. This type of loan provides a lump sum of money up-front and the loan balance is paid back monthly, with a fixed payment amount and a fixed interest rate. A home equity loan is good for people who have an immediate and specific purpose for the funds, such as home improvements or a big-ticket purchase.

A home equity line of credit (HELOC) is an open-ended line of credit. A credit limit is set based on the amount of equity you have in your home and can be used whenever you need it. Unlike a home equity loan, once the balance of a HELOC is paid down, the line remains open. Your monthly payment will vary based on your outstanding balance and the variable interest rate. A HELOC is best suited for people who want access to funds in the case of an emergency, have children starting college, or perhaps plan to make a series of purchases or payments over time.

What is payment protection?

This coverage can protect you from defaulting on a loan in the event you are unable to pay as a result of disability, death or involuntary unemployment. Citadel offers a variety of coverages ranging from partial to full payment protection.

Payment protection is available on auto loans, personal loans and lines of credit as well as MasterCard accounts, and home equity loans and lines of credit. Ask us for details.

Does Citadel offer student loans?

No, but we do offer a variety of other loans to meet your needs, including home equity loans and personal loans.

Does Citadel offer business loans?

Yes, Citadel offers Business Loans for real estate purchases. Please contact us for these and other types of business-related loans. Visit a branch or call (800) 666-0191.

How can I reach the Citadel Collections Department?

Call (866) 739-0070 or fax (610) 466-6433.

How often do mortgage rates change?

Rates can change daily.

How can I lock in a rate with a fixed rate mortgage?

Once your application has been approved, information regarding locking in rates will be provided. You can apply for a mortgage online, call the Customer Service Center at (800) 666-0191 or visit a Citadel branch.

What are mortgage points?

Points can be purchased to lower the interest rate over the life of a mortgage. Points are based on the percentage of the amount borrowed. With a $100,000 mortgage, for example, 1 point is equal to 1% of $100,000, or $1,000.

Can I receive my monthly or quarterly statements electronically?

Yes, simply call the Customer Service Center at (800) 666-0191, visit a Citadel branch, or log into Online Banking and select e-Documents.

How do I reset my password for Online Banking?

Simply follow the prompts online. If you have trouble, call the Customer Service Center at (800) 666-0191.

How do I change my User ID?

Log in to Online Banking and go to Preferences->Security->Login ID tab and follow the instructions.

How do I make an initial deposit for an account that I open online?

You can transfer money from your account at another bank. Or, if you are already a Citadel customer, you can transfer money from your Citadel account. Please know a transfer will not take place until your new Citadel account is opened.

Can I stop payment on a Bill Payer payment?

Yes, if Bill Payer made the payment by check. A $15 stop payment fee will apply.

However, if the Bill Payer payment was made electronically, the payment cannot be stopped from being processed.

What is the difference between a debit card and an ATM card?

A debit card does everything an ATM card does and more. It’’s accepted at all Citadel ATM locations, plus you can use it to purchase goods and services everywhere MasterCard debit cards are accepted. If you have a debit card, you really don’’t need to carry an ATM card.

What should I do if I plan to travel and use my ATM or debit card?

Call the Customer Service Center at (800) 666-0191 or visit a Citadel branch before you leave to ensure there is no interruption in service.

What is the difference between a debit card and a credit card?

When you use a debit card, the transaction is deducted from your Citadel checking account. When you use a credit card, the transaction amount reduces your available credit line and the total balance represents a loan.

What is the difference between PIN-based transactions and signature transactions?

Generally, PIN-based transactions require that you enter your PIN (personal identification number) into a keypad at the merchant. Signature transactions require your signature.

In order to get rewards points and other MasterCard benefits on your debit card transactions, use the “credit” button when making a purchase, or ask to pay by a signature transaction.

How can I replace my debit or credit MasterCard?

Call the Customer Service Center at (800) 666-0191 or visit a Citadel branch. A replacement card can be mailed to you or picked up at your local branch.

How can I report a lost or stolen MasterCard?

If your Citadel MasterCard® is ever lost or stolen, call us right away: (800) 449-7728

What should I do if I forget my PIN?

Call the Customer Service Center at (800) 666-0191, or visit a Citadel branch to request a new card.

What should I do if my debit card or MasterCard is declined?

If you have the available balance or credit limit to cover the transaction, and your transaction is declined, visit a Citadel branch or call the Customer Service Center at (800) 666-0191.

How do I dispute a transaction on my debit card or MasterCard account?

You have several options:

• Call the Customer Service Center at (800) 666-0191
• Visit a Citadel branch
• Email Us

How do I find out how many rewards points I have earned?

Just log in to Online Banking to view your rewards points.

What is a credit card “Checkout Fee” and where did these fees come from?

In July 2012, a settlement was reached between retailers, nine major banks and Visa and MasterCard in a legal case over electronic payment costs. As part of the settlement, retailers now have the option to charge a “Checkout fee” when you use your credit card.

The “Checkout fee” is the processing costs that credit card providers charge retailers when you, as a consumer, use a credit card to pay for a purchase. Effective January 27, 2013, a retailer is now able to pass along these processing costs directly to consumers.

Checkout fees are only permitted on credit and charge cards, NOT debit cards.

Read more about your consumer rights and retailer responsibilities in regards to the “Checkout fees” here.


What is identity theft?

The crime of stealing someone’’s personal, identifying information for the purpose of using that information fraudulently. Personal, identifying information includes Social Security numbers, credit card and banking account numbers, user names, passwords, and patient records. Fraudulent uses for that information can often include opening new credit accounts, taking out loans in the victim’’s name, stealing money from financial accounts, or using available credit.

How can I avoid identity theft?

A few preventative measures you can take:

• Remove mail promptly from your mailbox and never use your mailbox for outgoing mail as identity thieves raid mailboxes for credit card offers and statements
• Shred all mail that you discard so that all offers, names and addresses are no longer legible
• Safeguard your Social Security number
• Do not give out your credit card number over the phone unless you initiate the transaction
• Be careful with your receipts, making sure you have them when you leave the store or ATM and do not throw them away in public trash cans
• Review your credit report from time to time

o Equifax: 800-685-1111
o Experian: 888-397-3742
o Trans Union: 800-888-4213

• Destroy pre-approved credit card offers before you throw them away
• Account for all new checkbooks when you receive them in the mail
• Commit all passwords and PINs to memory so they cannot be compromised

What security measures does Citadel take when emailing information with customers?

Citadel knows that our customers expect that we will safeguard sensitive information shared with us and we take that job quite seriously. We (Citadel) are also expected to meet certain standards set forth in various State and Federal privacy regulations. To that end, Citadel has chosen to utilize an encryption tool to protect messages that we send to you which may contain confidential information.

Citadel’’s partner, ZixCorp, sends the encryption notifications. Here is a preview of what you will see if you receive an encrypted email from Citadel:

New Encryption notification email:



The first time accessing the system you will be prompted to create an account to Sign In. After you create your Sign In information, using your email and a password you will create, you will be asked to sign in, which looks like this:


Citadel also offers a secure messaging tool through our Online Banking product. You can send secure messages to and receive secure messages from Citadel. In fact, it is one of the most secure ways you can communicate with us. Just log in Online Banking, select ‘Services’ from the left menu and then select ‘Messages’. Read more about our Online Banking Secure Messaging System.

I’’ve received an email requesting that I review and sign my loan documents using electronic signature (eSignature), is this from Citadel?

Citadel does offer eSignature on our consumer lending products. In addition to our existing means of closing your loan package, eSignature provides you with the ability to complete your loan package remotely. eSignature loan documents will come from Citadel Lending, with the email domain of ‘’. All eSignature documents will require a six digit numeric code which will be provided by a Citadel representative before the documents are sent to you. Please see example below.


How can I avoid fraud on my debit or credit card?

A few preventative measures you can take:

• Treat your debit and credit cards like cash and always keep them in a safe place
• Keep your PIN a secret and do not share it with anyone
• Memorize your PIN and never write it on your card, store it with your card, or let someone else enter it for you
• For added security, Citadel encourages debit card users to sign for safety and choose “credit” as their preferred transaction method when asked “debit or credit” at the check-out counter, eliminating any possibility of someone obtaining your PIN as you enter it
• Do not disclose your PIN over the telephone, email or Internet; no one needs to know your PIN, not even your financial institution
• Report a lost or stolen card immediately to reduce the chance that it will be used improperly and limit your potential liability for unauthorized transactions
• Review your account statements monthly and report any errors (including transactions you believe may be unauthorized) right away