What to do when a Citadel account holder dies
Contact Citadel — 8-step process, 6 required documents, and pod and joint accounts are processed more quickly than estate accounts. estate accounts require a short certificate or letter of administration from the court. ira claims are processed through ascensus and timelines vary.
520 Eagleview Blvd., Exton, PA 19341
520 Eagleview Blvd., Exton, PA 19341
Survivor Support
Citadel, Attention: Survivor Support, 520 Eagleview Blvd, Exton, PA 19341
When a member of Citadel passes away, the Survivor Support handles the transition of accounts to beneficiaries or the estate. Accounts with Payable on Death designations or trust ownership transfer outside of probate, while solely-owned accounts may require Letters Testamentary or Letters of Administration from the probate court.
The first step is contacting Citadel at 1-800-666-0191 with the account holder's full name, account numbers, and a certified death certificate in hand.
Death claim process
To file a claim after an account holder's death, here is what Citadel requires:
Filing a claim
- Submit the Contact Request Form at https://www.citadelbanking.com/member-services/death-of-a-family-member
- Visit one of Citadel's branch locations
- Use video chat at https://www.citadelbanking.com/bank/ways-to-bank/citadel-video-connect
- Call 1-800-666-0191
- Accounts under $20,000: original death certificate and a copy of the paid funeral bill
- Accounts over $20,000: original death certificate and original Short Certificate or Letters of Administration from the county Register of Wills office
- Joint accounts: the surviving joint owner retains access after providing the death certificate
- Revocable Trust accounts: the trustee(s) must provide an original death certificate and a copy of the trust documents may be requested
- Single owner accounts with POD: Citadel distributes remaining funds to designated beneficiaries
- Single owner accounts without POD: funds distribute to the estate through probate
- Citadel initiates paperwork and forwards to Ascensus, which handles all documentation for named beneficiaries
- If no IRA beneficiaries are named, the IRA funds go to the decedent's estate
- Original death certificate
- Original Short Certificate or Letter of Administration
- EIN number issued by the IRS
Required Documents
- Original death certificate (required to begin the process)
- Government-issued photo ID for each beneficiary or claimant
- Copy of paid funeral bill (for accounts under $20,000)
- Original Short Certificate or Letter of Administration from the county Register of Wills office (for accounts over $20,000 or estate accounts)
- Employer Identification Number (EIN) from the IRS (for estate accounts)
- Trust documents and trustee identification (if trust is named beneficiary)
What to know at this institution
Citadel publishes a dedicated "Death of a Family Member" page with instructions for initiating the process. Citadel offers Survivor Support Specialists who provide dedicated guidance throughout the process at no additional cost. The Contact Request Form is the fastest channel and produces follow-up within 24-48 business hours. All automatic debits are canceled and funds placed on hold upon notification of death. Document requirements differ based on account balance: under $20,000 requires death certificate and paid funeral bill; over $20,000 requires death certificate and Short Certificate or Letters of Administration from the county Register of Wills office. Certificates are redeemed without penalty except joint accounts with a spouse. Debit and credit cards in the deceased's name are automatically closed and cannot be reissued. Social Security and Veteran deposits are subject to hold and return per U.S. Treasury requirements. For investment accounts held through Citadel Wealth Management (Cetera Investment Services), contact the wealth management team at 610-380-6000 separately. Citadel uses the term "Short Certificate" (Pennsylvania equivalent of Letters Testamentary) for estate account documentation.
Prepare your letter of instruction to Citadel
Citadel accepts a claimant-drafted letter of instruction. We draft it for you — addressed to Citadel's verified claims department, with the documents it requires enclosed.
Build your letter of instructionExpected timelines at Citadel: POD and joint accounts are processed more quickly than estate accounts. Estate accounts require a Short Certificate or Letter of Administration from the court. IRA claims are processed through Ascensus and timelines vary. Delays are almost always caused by incomplete paperwork—gathering all required documents before filing the initial claim helps avoid back-and-forth.
Documentation required by Citadel includes Original death certificate (required to begin the process), Government-issued photo ID for each beneficiary or claimant, and Copy of paid funeral bill (for accounts under $20,000), along with additional paperwork that varies by account type. All death certificates and court documents must be certified copies.
Frequently asked questions
Visit any Citadel branch or use VideoConnect to add or update a Payable on Death (POD) beneficiary on your deposit accounts. Provide beneficiary details including full name, date of birth, and relationship. The Settlor may change the beneficiary at any time by providing adequate proof in a manner acceptable to the credit union. All Trust Accounts are required to name a beneficiary.
To open an Estate Account at Citadel, present the original death certificate, the original Short Certificate (Pennsylvania equivalent of Letters Testamentary) or Letter of Administration, and provide an EIN number issued by the IRS. The representative must present these documents at a branch location.
Following its March 2026 charter conversion to a Federal Multiple Common Bond charter, Citadel membership is open to anyone who lives, works, worships, or studies in Pennsylvania, Delaware, New Jersey, New York, Maryland, Ohio, or West Virginia. Members can also qualify through select employee groups, association partnerships, or by living in specified Underserved Areas. Relatives of eligible individuals also qualify. A $5 savings account is required to join.
The required documents depend on the account balance. For accounts under $20,000, bring the original death certificate and a copy of the paid funeral bill. For accounts over $20,000, bring the original death certificate and the original Short Certificate or Letters of Administration from the county Register of Wills office. For estate accounts, you also need an EIN from the IRS. Report the death by submitting the Contact Request Form at https://www.citadelbanking.com/member-services/death-of-a-family-member, at a branch, or through VideoConnect; a Survivor Support Specialist provides follow-up within 24-48 business hours.
Checks payable to the decedent may be deposited up to ten days after the date of death. If a check is received after 10 days, it must be deposited to an estate account opened in the name of the decedent's estate.
Citadel VideoConnect allows you to chat face-to-face with the Citadel team through Online Banking or the Citadel Mobile App. It is available Monday through Friday from 8:00 a.m. to 6:00 p.m. and Saturday from 9:00 a.m. to 1:00 p.m. VideoConnect can be used for tasks including reporting a death, beneficiary updates, and general account inquiries.
Citadel's Survivor Support can be reached by phone at 1-800-666-0191 for questions throughout the claims process.
If the deceased held multiple Citadel accounts, each may require a separate claim or have different documentation requirements. The Survivor Support can confirm which accounts require individual attention and which can be processed together.
Sources
Data sourced from Citadel primary sources (22 pages reviewed). How we research.
520 Eagleview Blvd., Exton, PA 19341
520 Eagleview Blvd., Exton, PA 19341
Survivor Support
Citadel, Attention: Survivor Support, 520 Eagleview Blvd, Exton, PA 19341
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