This is a tough update for me to do since I have had such a long-term relationship with Citadel…read morefrom one coast to the other. I've had offers to change financial institutions out here, but I always thought, 'why would I?' When Citadel sent out a message a couple years ago about updating their look, etc. I admit I was a little nervous because I feel places do this kind of thing before merging or bringing something completely different to the company, and that is not always a good thing. Color scheme became shades of blue, different font, etc. seemed harmless. Over the years, they got rid of their AR24 phone system which I have to admit I had used every so often to keep track of my banking (I do not have/want the app but I do use my lap/desktop at home for transactions) but otherwise, things were okay. I could still call to speak to a human; most of them have come and gone over time but I liked that I could still talk to someone instead of trying to get through an automated system. I'd say most of the reps were very helpful which I greatly appreciated. However, I had one rep for a brief time who was great but I would leave messages for her, never hearing back. When I finally got through to another rep, I asked if the aforementioned rep still worked there and she did, so she straight up just never bothered returning my calls. Well, enter 2021. This God-awful automated phone service named 'Adel' is F'G AWFUL. When I try to go to the dial by extension or the directory option, it will ask you FOR THE EXTENSION THAT YOU DO NOT YET HAVE, and then disconnects, saying they are experiencing difficulty at this time. There is zero option to speak to a human anymore even if you have an extension since no one ever answers or returns voice mails. I was having problem with the USPS and Citadel on a new address which resulted in a 'BAD ADDRESS FEE' being withdrawn from my savings account. I complained since I never had the option of speaking to anyone about this (I had a PO BOX and this particular setting did not accept those as an address) so I was SOL. I did hear from a couple different reps who walked me though the process (this was over their messaging service) and the fee was reversed which I was pleased about. But now I am not able to deposit two checks I need to into my savings or checking accounts; unsure if this is CFCU at fault or the shared branching locations I have tried using (three of them which I have had success at as of this year) so I don't want to blame this for this entirely. I also see random pending '$1.00' withdraws with codes I do not understand. Christine S. has valid points when it comes to this kind of thing. Where did the customer service go? There is still slivers of it as I have experienced this through messaging, yet no one will call (and I would prefer to speak to someone since it concerns my money) and the time difference between CFCU and myself is as different as can be to reach one another. I do not want to go to another bank after so many years here, but due to the lack of service, it's certainly pushing me into that direction. EDIT: When I have called more recently, I don't here from 'Adel' anymore thank God. I still sometimes have issues reaching a human, but at least it's not a complete crapshow as it was over the past year. There is still plenty of room for improvement-

I know with the pandemic service can be sketchy sometimes, but Citadel has really gone downhill…read more They're close to being completely useless. At least a few of the ladies I've worked with were pleasant. That's the only reason I gave 2 stars. Long story short, I have fraudulent charges on my account. I go in person today, the girl was very nice, gave me my new debit card, changed my pin etc... but she can't remove the charges. (I spent close to an hour in person today). She gives me the phone number to MasterCard to call since it's a Citadel/MasterCard. The number doesn't work. Tried another number- that also disconnects. (MasterCard also sucks apparently). So I call Citadel back and I'm on hold for over a half hour before I finally reach a "manager." She can't find my account after I gave her my account number several times. So she says she's marked my claim "urgent" and a specialist will be following up within 24 hours. This whole ordeal has taken a few hours out of my day. Ridiculous. I just won't be using my citadel credit/debit card anymore. Not worth it. There are better cards out there with better customer service. I'll be using my Apple Card for future purchases. What a complete waste of time.

Their follow up leaves a lot to be desired. I was promised a call back for the next day on a major…read morefraud issue. $1000 was stolen from my account. 5 days later I have not received that call.

Each and every staff member is extremely attentive and everyone works as a team. The branch manager…read moreheld the door for me on the way out! When Target destroyed my privacy they gave me a whole new account free of charge!

A BIG shout out to Kaitlyn Pacheco with First Resource Bank!…read more We have been with First Resource since they came on the scene around 2005. They are consistently helpful, cheerful, knowledgeable, patient and understanding. It is rare to find such remarkable customer service. Today I received assistance from Kaitlyn Pacheco with First Resource Bank. She helped me figure out a messy and confusing issue I was having. Wow! What a gem she is! She is the epitome of an employee with fabulous customer service skills. When I got off the phone with Kaitlyn I felt pleased she solved my problem and I wasn't grumpy like when I am after dealing with a certain huge Philadelphia health care company. Kudos to Kaitlyn and the other First Resource employees who treat us with respect and work hard to earn our business.

We moved to First Resource Bank a few years ago. They are so responsive and everyone is…read moreknowledgeable. The people who answer the phone are able to help out with just about anything. Especially Antoine who is so helpful and a really nice person!

Was there a few weeks ago with a handful of change, less than $5.00 worth, and maybe 20 cents in…read morepennies. Teller was annoyed and never smiled. There wasn't a line or anything, she was just kind of rude. Two of the coins were Pesos, and another two were French. I asked her if she could convert those, and she said no. I have an account at this bank and read the website before i went in, and it says on the website that they can convert currency - so she just didn't feel like working. If you are getting paid to do a job, you should do your job.

This bank, and particularly this branch, has been more than helpful in a variety of my needs. From…read moresenior accounts, notary or financial guidance they have always been there for me. Even when there were the issues following a divorce they were able to help me begin the process of financial recovery. I recommend them to anyone I know that's looking for a bank!

I stopped by this Citizens at the suggestion of another customer after receiving a fraud alert last…read morenight. The wait time for Citizens' phone support has been over 60 minutes all day. So I figured I'd try my luck here as I'd heard they do card replacements on site. I arrived at about 4:30pm on a Wednesday, assuming they were likely open until 5. I discovered pretty quickly that they actually closed at 4. Well, I felt pretty silly. Was it a big deal that they were closed? No. Was I frustrated that they were closed? Yeah, after all, I'd have certainly taken care of this over the phone if I'd been able to get through. Was I kicking myself for not checking their hours? Of course. So I'm walking back to my car, silently fuming, as a young woman with a Citizens name tag on walks past me toward the building. "We're closed!" she exclaimed gleefully. "Yes, apparently." I said back to her. "Going home to our families." she said back, with a needlessly condescending and self-satisfied tone, to which I simply replied "Enjoy." Like, was any of that necessary? I was already walking back to my car, having found out they were closed. Like, it costs absolutely nothing to just not be a jerk, and yet this woman felt the need to do so. As a person who works in customer service, I get it, at the end of the day, I wanna go home too. But purposefully seeking out an excuse to be rude is just something else. Y'all really need to re-evaluate your work culture if this is the kind of mean-spiritedness it's producing.

I have been patronizing the Wynnewood Branch, 19b-0068 for some time now. My Mom started…read morepatronizing this branch long before me. This Citizens bank has recently undergone renovations. It looks magnificent inside the branch now. This branch has expanded recently. The individual offices are larger. Also the teller stations are people friendly. No more standing on either side. There is an ATM inside the branch where individuals can conduct their transactions after hours for example. Also there is a drive-up window there. The hours there are Monday-Wednesday, 9AM-5PM, Thursday, 9AM-6 PM, Friday, 9AM-6PM, Saturday, 9AM-2PM and on Sunday, the bank is closed. The drive through hours are the same as the regular teller hours. This branch has a parking lot, however many people patronizing other businesses park here. There is a Starbucks nearby and many people park in the Citizens lot instead of parking in the Starbucks lot, because there are other businesses in the shopping center that people patronize such as Republic Bank. The Branch Manager, Mr. Glenn moniters the parking lot to make sure that the people there are Citizens Bank customers. There used to be an ATM outside the branch, but it was taken down when the renovations started. There are also safe deposit boxes available at this branch. The employees: Anton Gobin/Universal Banker, Kathryn Adler, Senior Teller and Erick R. Glenn are magnificent at their individual positions. My family and I are always greeted with a smile and friendly conversation when we arrive. The area of Wynnewood has many well-known businesses across the street as well. There is a Giant, GameStop, Wells Fargo, DSW Warehouse plus other companies. Check out the area - it is well maintained. Good night Yelp Family!!!!

Monica was so kind, attentive and helpful taking care of my request. I appreciate her very much!…read moreThank you Monica. I'm looking forward to seeing you the next time I visit Bank of America @ 720 Uwchlan Ave.

No drive through available????? Only one teller available inside to help Many people waiting for…read moreappointments. Saw a few people walk out unassisted. Personally walked out as the one teller looked like she was go

Was there last week, i think the teller's name was Mary but not sure. I had to renew my passport at…read morethe courthouse. The courthouse needed a check, and would not take any other form of payment. Who carries checks around? Lucky for me it was a nice day out and i could walk to this bank. Mary quickly rose to the challenge and issued me the certified check that i needed. Explained how it worked and was as nice as could be. Thank you!

TD Bank was our bank when we lived in the east. It had it all: great customer service, customer…read morefriendly hours (by that, I mean being opened after 5:00pm and on Saturday), and an efficient online banking system. Loved 'em. Unfortuantely, they are not located in the West (yet) although I keep encouraging them to do so. Patrick C., in particular, rocks. He helped with with a time-sensitive transaction that involved overnighting a package to me. Not only did he make it happen and see that Fedex picked up the package, but he called the next day to ensure that I had received it. Now, that's service! I wish all banks would follow the TD model which is completely customer-focused.

My husband went to make deposit to our TD account @ the drive in. He was asked to show his…read moreidentity. Why? It is his account (& mine), the check was made out to him, & was depositing into our account. Doesn't make sense. I could see if he was withdrawing money, but he was putting money into the account.

We were met immediately upon entering the bank by Amparo Xavier. She was kind, thoughtful, engaging…read moreand was quick to try and help us along with her colleague Jovan Dwight. It was by far the best experience I've had in years. Every Friday you will see soft pretzels and lollipops which are always available. This is a place that once you go there on a consistent basis you would probably be on a first name basis. Before we left we were also invited to stop by and just say Hi. This bank is amazing everyone working there has a smile while tending to customers. This will be our bank from now on. Thank you so very much Amparo and Jovan for being supportive and kind. Ralph and Vickie

I love every employee at this location. They are all knowledgeable, some bilingual and all there to…read moresupply your every need, with a smile. There is a location closer to me but I purposely pass that one by to go to this location because the customer care is night and day. In fact, I have no idea how the nearer locations service is because they have a front door greeter who acts more like a stingy hockey goalie. She wont let you pass and everything you say you need, she says they don't provide. Take the extra 10 minute ride. The employees here are all worthy of employee of the month. Banking needs with a family feel.

This is an amazing bank from the tellers to the officers. We left M&T because of non attentive…read morepeople. Shout out to Sarah Rouches and Odette Parker who are always helpful and friendly. Chris B