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Latest Updates on COVID-19

Learn what we're doing in response to COVID-19.   Learn More

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A Message to Our Members about COVID-19

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Latest Updates | Modified Hours | Debt Relief Program | Digital Tools | Stay Informed



At Citadel, the safety and well-being of our members and employees is our top priority. Our goal is to provide a safe place to bank, and never disrupt your member experience, while providing the level of service you expect.

Given the recent outbreak and heightened concern of the coronavirus (COVID-19), we would like to inform our members of all the precautions and actions we are taking in addition to making you aware of available tools and resources. Use the quick links above to access important information.

Latest Updates

As a credit union, Citadel is considered a life-sustaining business and we remain open. We are committed to serving our members during this challenging time.

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Branch and Call Center Hours

New Branch Hours

For the safety and security of our members and employees, starting Monday, March 23, we will have updated branch hours:

  • M-F 10:00am-5:00pm
  • Sat 9:00am-12:00pm

All drive-through ATMs will remain 24/7.

New Call Center Hours

  • M-F 9:00am-5:00pm
  • Sat 9:00am-2:00pm

Please Note: Due to increased call volume the average wait time is currently 8-10 minutes.  

Our team works tirelessly to maintain the highest level of member experience so we can ensure your banking needs are not only met, but exceeded. We are fully committed to ensuring you are safe when you bank with Citadel, and we’ll continue to update you on any additional courses of action that may impact you.

Limited Access at All Branches

While we continue to take precautions and monitor the coronavirus (COVID-19) situation, beginning Monday, March 16th, we will be operating with drive-up only access at all Citadel branches. Our drive-up ATMs will be available 24/7 and select branches will have a staff member available at the drive-up window:

Existing appointments with representatives for Real Estate closings or an appointment with your financial advisor, etc., will not be affected.

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Debt Relief Program

What we're doing: Pushing out your loan payment date through May for the following loan types:

We are extending your loan payment one month in advance of your current payment date for the following loan types:

  • Credit Cards
  • Auto Loans
  • Home Equity Lines of Credit
  • Home Equity Loans
  • Personal Loans

This will happen automatically, with no late fee. Please note this may extend your loan term.

Note: If you would like to pay on your regularly scheduled due date, please do so. 

Mortgage Relief

We understand a mortgage is often a family’s largest monthly expense. With so many people in our community experiencing financial hardship at this time, Citadel promises to help our members who need mortgage relief. Our Mortgage Assistance Team is here to talk about your individual circumstances and assess what we can do.

If your family is struggling to make a mortgage payment due to COVID-19, please fill out Citadel’s Mortgage Payment Assistance Form to request payment relief. Each request will be carefully reviewed by a member of our Mortgage Assistance Team, who will get back to you in 3-5 business days. You can apply for mortgage relief each month as needed.

Please complete the Mortgage Payment Assistance Request, or email our Mortgage Assistance Team for more information.

Managing Your Loan Payments

If you have recurring payments set up in Online Banking:

In Citadel Online or Mobile Banking, follow these instructions to change your due date to the following month:

  • Log in to Online Banking or the Mobile App
  • Select Menu
  • →Accounts
  • →Online Activity
  • →Recurring
  • Launch the drop-down menu
  • Select Edit Series
  • Change the Start Date to the following month
  • →“Transfer Funds” to complete payment date adjustments

If you have automatic payments set up:

  • If the payment is being issued from another financial institution, please contact them to defer the payment until your next due date.
  • If you have an automatic payment set up with Citadel, please complete the payment deferment form.

Please feel free to give us a call if you need assistance at (800) 666-0191.

All Late Fees are Waived

We’re also waiving late fees until further notice for the following:

  • Credit cards
  • Auto loans
  • Home Equity Lines of Credit
  • Personal Loans
  • Mortgages
  • Business loans

No action is needed on your part, these efforts will happen automatically. We are committed to helping during this challenging time, and we hope these changes allow you to focus on the most important things in life, such as your health and family.

Please note: While the due date is extended and all late fees waived with our new program, interest will accrue until the next payment is made. If you have any additional questions please call us at (800) 666-0191.

Resources for Businesses

We are here to help our business customers during this challenging time. Below is information about the US Loan Programs and Citadel Conventional Business Loans.

Government Loan Programs

There are currently two programs available to small businesses through the SBA due to the COVID-19 disruption. One of the programs is the Economic Injury Disaster Loan (EIDL) and the other is the Payroll Protection Program (PPL Program) Loan under the CARES Act.

  1. Economic Injury Disaster Loan - These low-interest loans are available to small businesses that are affected by economic disaster. The applications and funding for the EIDL loans are handled directly by the SBA without involvement from financial institutions. To apply for an EIDL, visit covid19relief.sba.gov/#/.
  2. 2. Paycheck Protection Loan Program (PPL Program) - The PPL Program is available to businesses through the SBA and financial institutions. For more information, please refer to this sheet from the US Treasury. This summary from the US Chamber of Commerce is also an informative resource.

Please Note: At this time, Citadel is unable to process loan applications for the PPP loan program.

Citadel Business Loans

Citadel continues to offer our full range of commercial loan products. If you would like help with a conventional business loan, please reach out to John Hamilton at (267) 496-8725 or Jackie Garress at (267) 658-4108.

If you are a commercial loan client of Citadel’s and you need assistance making payments, please fill out our Business Loan Assistance Form or contact BusinessRelief@citadelbanking.com.

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Digital Tools & Other Services

During this challenging situation, we’d like to remind members you can easily transfer funds, open accounts, pay bills, and make deposits through Online Banking and the Citadel Mobile App. Learn more.

We encourage you to use Citadel’s digital tools and other resources if you haven’t already:

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Stay Informed

Visit the CDC for more resources and updates on COVID-19.

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Debt Relief Program Frequently Asked Questions

When will my payment be due?
As part of our COVID-19 Debt Relief Program, your payment won’t be due until a month after your next due date – with no late fee. There is no action necessary on your part. If you have your loan set up for automatic payment, please click here for more information.
Can I pay on my regularly scheduled date?
If your loan due date was advanced as part of our COVID-19 Debt Relief Plan and you would like to pay on your regularly scheduled due date, please do so. You can pay as you normally would. 
Will I need to make a double payment next month?

If your loan due date was advanced as part of our COVID-19 Debt Relief Plan, you will not have to double up on payments the following month.

Your payment won’t be due until a month after your next due date – with no late fee. Please note this may extend your loan term and interest will continue to accrue.

Will interest accrue?
Yes, interest will accrue until the next payment is made if you have taken advantage of our COVID-19 Debt Relief Program. 
What does this mean for my loan term?
If you take advantage of our COVID-19 Debt Relief Program and have a fixed term loan, please note this may extend your loan term. 
What if I have an automatic payment?

Here's how to modify your automatic payments if you choose to take advantage of our COVID-19 Debt Relief Program.

If you have recurring payments set up in Online Banking:

In Citadel Online or Mobile Banking, follow these instructions to change your due date to the following month:

  • Log in to Online Banking or the Mobile App
  • Select Menu
  • →Accounts
  • →Online Activity
  • →Recurring
  • Launch the drop-down menu
  • Select Edit Series
  • Change the Start Date to the following month
  • →“Transfer Funds” to complete payment date adjustments

If you have automatic payments set up:

  • If the payment is being issued from another financial institution, please contact them to defer the payment until your next due date.
  • If you have an automatic payment set up with Citadel, please complete the payment deferment form.

Please feel free to give us a call if you need assistance at (800) 666-0191.

Will the COVID-19 Debt Relief Program affect my credit score?
Your credit will not be impacted if you have taken advantage of the COVID-19 Debt Relief Program. There will be no negative credit bureau reporting. 

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