Loan Payment Frequently Asked Questions

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Frequently Asked Questions

Get all the answers you need to quickly and easily make a payment to your Citadel loans.

Loan Payment Frequently Asked Questions

How can I find a branch to make my loan payment?

Citadel is just around the corner, so banking with us is always convenient! We gave several locations. Stop by any Citadel branch to make your payment. We would love to see you!


Our Branch Locator tool is built to help you find a location near you quickly and easily. Or view a list of all our locations.

 

How can I get loan payment coupons?

Citadel issues monthly billing notices for loans. The billing notice has a coupon you can use for mail payments. Visit our Payments page for more details. 

How do I make loan payments using Citadel's Online and Mobile Banking?

Citadel’s Online and Mobile Banking is the easiest and most flexible way to pay your auto loan online. Once enrolled, you can schedule your loan payment from any financial institution or pay directly from your existing Citadel account.

Existing account holders:

  • As an existing Citadel account holder, making your loan payment is simple and easy! Just select ‘Loan Payment' from the ‘Payments’ main menu.
  • Recurring Payments can also be scheduled using the ‘Transfer Funds’, from our ‘Transactions’ menu.

Adding and Transferring from an External Account:

Using Online and Mobile Banking, you can add your external accounts and schedule your payment to recur every month or as a one-time payment. We've partnered with Plaid, to allow you to instantly link your external account and start making payments immediately. Here are the steps to add your external account:

  • After logging in Select "Accounts" > "Manage External Accounts".
  • You will have the option to link an external account via Instant Verification through Plaid or with Micro Deposits if your financial institution is not listed. Simply select the option you prefer and follow the prompts to link your account(s).
  • Once your external account setup is complete, you can schedule a one-time or recurring payments. 

IMPORTANT: Your six-digit account number is required to enroll in Online and Mobile Banking. You can find your account number on your Billing Statement. Please note: You will need the six numbers between the first four zeroes and the last four zeroes listed in the account number displayed on the billing statement. Example: 0000-111111-0000. See example below (click to enlarge).

Billing Statement 

 

How do I make a loan payment using my debit card or eCheck?

Need to pay bills online? Citadel offers an online payment option for your loan using another institution's debit card or eCheck. This is a great option if you need to make a payment right away. Payments are accepted and posted 7 days a week, 365 days a year and will post at approximately 9:00 p.m. every day. Make a payment now!

Please use the account number (without the leading zeros or suffix) as it appears on your Billing Statement to complete your payment: Example: 123456 

Please note: A fee applies to each of these payment methods.

Express Pay Option How to Pay  Fee Applied
Online Pay Now $2.75
Self-Pay by Phone Call (877) 909-5685 $2.95
Pay by Phone with a Representative Call (800) 666-0191 $5.50

Make your secure payment now!

How do I pay using an External Account in Online Banking?

Adding and Transferring from an External Account:

Using Online and Mobile Banking, you can add your external accounts and schedule your payment to recur every month or as a one-time payment. We've partnered with Plaid, to allow you to instantly link your external account and start making payments immediately. Here are the steps to add your external account:

  • After logging in Select "Accounts" > "Manage External Accounts".
  • You will have the option to link an external account via Instant Verification through Plaid or with Micro Deposits if your financial institution is not listed. Simply select the option you prefer and follow the prompts to link your account(s).
  • Once your external account setup is complete, you can schedule a one-time or recurring payments. 

✔ Instant account authentication (no micro deposits)
✔ Schedule automatic recurring payments each month with ACH

Plaid Online Integration

How do I set up automatic loan payments with Citadel?

Set Up Automatic Payments

Set up automatic payments with Online Banking and the Citadel Mobile App. Easily manage your loan(s) 24/7 from anywhere. Enroll now!

Plus, with Plaid integration, connecting your deposit account is seamless:

✔ Instant account authentication (no micro deposits)
✔ Schedule automatic recurring payments each month with ACH

Plaid Online Integration

Citadel’s Online and Mobile Banking is the easiest and most flexible way to pay your auto loan online. Once enrolled, you can schedule your loan payment from any financial institution or pay directly from your existing Citadel account.

Existing account holders:

  • As an existing Citadel account holder, making your loan payment is simple and easy! Just select ‘Loan Payment' from the ‘Payments’ main menu.
  • Recurring Payments can also be scheduled using the ‘Transfer Funds’, from our ‘Transactions’ menu.

Adding and Transferring from an External Account:

Using Online and Mobile Banking, you can add your external accounts and schedule your payment to recur every month or as a one-time payment. We've partnered with Plaid, to allow you to instantly link your external account and start making payments immediately. Here are the steps to add your external account:

  • After logging in Select "Accounts" > "Manage External Accounts".
  • You will have the option to link an external account via Instant Verification through Plaid or with Micro Deposits if your financial institution is not listed. Simply select the option you prefer and follow the prompts to link your account(s).
  • Once your external account setup is complete, you can schedule a one-time or recurring payments. 

IMPORTANT: Your six-digit account number is required to enroll in Online and Mobile Banking. You can find your account number on your Billing Statement. Please note: You will need the six numbers between the first four zeroes and the last four zeroes listed in the account number displayed on the billing statement. Example: 0000-111111-0000. See example below (click to enlarge).

Billing Statement 
How do I set up one-time or recurring loan payments from another financial institution?

Adding and Transferring from an External Account:

Using Online and Mobile Banking, you can add your external accounts and schedule your payment to recur every month or as a one-time payment. We've partnered with Plaid, to allow you to instantly link your external account and start making payments immediately. Here are the steps to add your external account:

  • After logging in Select "Accounts" > "Manage External Accounts".
  • You will have the option to link an external account via Instant Verification through Plaid or with Micro Deposits if your financial institution is not listed. Simply select the option you prefer and follow the prompts to link your account(s).
  • Once your external account setup is complete, you can schedule a one-time or recurring payments. 

IMPORTANT: Your six-digit account number is required to enroll in Online and Mobile Banking. You can find your account number on your Billing Statement. Please note: You will need the six numbers between the first four zeroes and the last four zeroes listed in the account number displayed on the billing statement. Example: 0000-111111-0000. See example below (click to enlarge).

Billing Statement 
What do I do if I receive a letter regarding my auto insurance?
If you have received a letter regarding your auto loan and your insurance coverage, Citadel most likely needs proof of auto insurance or proof of adequate insurance coverage. In the event that we do not get confirmed coverage, Citadel will force-place insurance on the vehicle. To enter your insurance information, you can visit www.myloaninsurance.com.
How do I qualify to be eligible for Skip-a-Pay on my account(s)?

To qualify for Skip-a-Pay, your loan must meet the following requirements:


  1. All loan and deposit accounts must be in good standing. No accounts may have a negative balance, and all loans must be current at the time of the request (grace period does not apply).
  2. You may not have any charge offs, bankruptcy filings, or repossession against the credit union.
  3. You can skip any eligible loan one time every six months. If you have multiple loans that are eligible, each loan will be on separate cycles depending on if/when they were last skipped.
  4. You are able to request to skip a payment up until 11:59 pm of the loan due date. The earliest Skip-a-Pay can be requested is after you make your payment for the month prior to the month you want to skip.
How do I skip a payment in Online Banking or the Mobile App?

To skip a payment in Online and Mobile Banking:

  1. Log in to your Citadel Online Banking account or the Mobile App
  2. Click the “Loans” tab
  3. Select the “Skip-a-Pay” option

Any eligible auto or personal loan will appear. It’s that easy!

How does Skip-a-Pay affect my loan term?
Skipping a payment results in an extension of your loan by one month. All other terms and conditions as stated in your original loan document remain the same. 
How long do I have to have my loan, in order for it to be eligible for Skip-A-Pay?
To be eligible for Skip-a-Pay, loans must have been open a minimum of 6 months prior to the due date being skipped.
How much is the Skip-a-Pay fee?
The fee to skip a payment on your auto or personal loan is $35 per eligible loan being skipped.
What loans are eligible for Skip-a-Pay?
Auto loans and personal loans are eligible for the Skip-a-Pay program. Mortgage loans, Overdraft Protection, Credit Card loans and past due loans are not eligible.
When I use the Skip-a-Pay program, does it also skip my interest for the month?
Your interest/finance charges will continue to accrue at the rate provided in your original loan agreement. Deferring payment(s) will result in higher total interest/finance charges than if payments were made as originally scheduled; and will extend the terms of loan(s) resulting in extra payment(s) after you loan(s) would otherwise be paid off.

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