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Urgent Scam Alert. Fraudsters Impersonating Citadel Representatives.
We’re aware of an active scam in which individuals are impersonating Citadel representatives through phone calls, text messages, and in-person visits. If you’ve received one of these contacts, please know this is a scam and you are not at fault.
How the scam works
Scammers claim to be from Citadel and ask for debit or credit card information, including PINs. They may instruct individuals to cut up their card while keeping the chip intact and say a Citadel representative or courier will come to their home to retrieve the card. In reported cases, fraudsters have appeared in person and later used the chip to conduct fraudulent transactions.
In some cases, after the chip is used, the member may receive a fraud alert asking whether a transaction is legitimate. This matters because scammers pressure victims to approve a fraud alert, which can allow additional unauthorized transactions to go through.
Important safety reminders
- Citadel will never ask for a PIN or other sensitive information by phone, text, email, or unsolicited contact.
- Citadel will never instruct anyone to cut up a debit or credit card and keep the chip intact.
- Citadel will never send an employee, courier, or third party to a home to retrieve a card.
- Citadel will never pressure you to approve a transaction or respond to a fraud alert.
What to do
If you or a family member receives a call, text, or visit claiming otherwise, do not engage. Contact Citadel immediately at 800-666-0191.
Are You Seeing Suspicious Activity on Your Accounts?
Citadel is dedicated to protecting the privacy and security of our members. If you think you may have been the target of a potential scam or are seeing fraudulent charges on your account(s), please contact us immediately at (800) 666-0191, visit a branch, or speak to a representative virtually via Video Chat.
We also recommend that you immediately turn off any debit or credit cards associated with your account through Online & Mobile Banking, continue to closely monitor your credit, and set up custom account alerts to ensure no other fraudulent transactions are taking place.
Let’s Fight Fraud Together
With fraudsters working around the clock to hack into your accounts, keeping your financial and personal information secure has become a full-time job. That’s why Citadel will always work with you to fight against fraud. Below you’ll find helpful information on what you can do to prevent fraud, how exactly Citadel protects your accounts, and the types of scams that are currently being used today.
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