General FAQs

How do I open an account?
Citizens Investment Services offers you two account-opening options:

• Representative Assisted Accounts offer you the guidance of an experienced Financial Consultant helping you determine your short and long-term investment goals. To open a Representative Assisted Account, please visit a Financial Consultant at your local Citizens Bank branch or contact us to arrange to speak with a Financial Consultant.
• Self-Directed Accounts enable you to develop your own investment strategy without the assistance of a Financial Consultant. With a Self-Directed Account you'll be able to process your own online trades and download account maintenance forms from the web. To open a Self-Directed Account, you may either:
• Download the New Account Form, the Customer Margin Agreement, and the Margin Disclosure Statement or contact us to have the forms mailed to you.

Due to the passage of the "USA PATRIOT ACT" we are required to notify our customers of the following:

Verification Of Customer Identity - Federal laws and regulations require us to request information from you prior to opening an account or adding an additional signatory to an account. The information we request may vary depending on the circumstances, but at a minimum, will include your name, address, an identification number such as your social security or taxpayer identification number, and for individuals, your date of birth. We are also required to verify the information you provide to us. This verification process may require you to provide us with supporting documentation that we deem appropriate. We may also seek to verify the information by other means. We reserve the right to request additional information and/or signatures from you from time to time. In all cases, the protection of our customer's identity and confidentiality is our pledge to you.

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How do I fund my account?

You can also fund your account by linking it to one or you Citizens accounts.

If you have a Representative Assisted Account:

If you'd like to make an additional purchase to an existing fund, please contact your Financial Consultant. If you prefer, you may mail a check or cashier's check ($U.S.) and a signed letter of instruction including your account number and fund information to the following address:

Citizens Investment Services
Mailstop: MCN210
PO Box 42025
Providence, RI 02940

Please make your check payable to the following:

• "CCO Investment Services Corp." for fixed and variable purchases
• "National Financial Services LLC" for mutual fund, stock, and fixed income purchases

If you have a Self-Directed Account: Deposits should be either sent by check or cashier's check ($U.S.) made payable to "National Financial Services LLC" or in fully paid stock.

Please mail the check or stock certificate to the following address:

Citizens Investment Services
Mailstop: MCN210
PO Box 42025
Providence, RI 02940

To wire funds to your Self-Directed Account, please have the wire addressed to:

JP Morgan Chase
ABA # 021000021
F/A/O NFS
A/C # 066-196-221
F/B/O "NFS A/C # XXX-XXXXXX"

For more information about funding your account, please click here.

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What is the minimum initial deposit for an account?
The minimum initial deposit to open an account is the fund company minimum. All funds must be either sent by check or cashier's check ($U.S.) made payable to "National Financial Services LLC" or in fully paid stock. For other accounts such as a 529 Plan or Asset Manager Account, please contact us for specific initial deposit requirements.

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How do I make a contribution to my retirement account?
If you have a Representative Assisted Account:

To make a contribution to your existing Traditional IRA, Roth IRA, or SEP IRA, please contact your Financial Consultant. If you prefer, you may mail a check or cashier's check ($U.S.) made payable to "National Financial Services LLC" and a signed letter of instruction including your account number and purchase information to the following address:

Citizens Investment Services
Mailstop: MCN210
PO Box 42025
Providence, RI 02940
If you have a Self-Directed Account:

To make a contribution to your existing Traditional IRA, Roth IRA, or SEP IRA, please send a check or cashier's check ($U.S.) made payable to "National Financial Services LLC" and the completed IRA Deposit Form to:

Citizens Investment Services
Mailstop: MCN210
PO Box 42025
Providence, RI 02940

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How do I take a distribution from my retirement account?
If you have a Representative Assisted Account you may request a distribution from your retirement account by completing the IRA Distribution Request Form that is available through a Financial Consultant at your local Citizens Bank branch or by contacting us. An IRA Distribution Request Form will be sent to you to complete and return to us. When Citizens Investment Services has received the form, we will process the distribution per your request.

If you have a Self-Directed Account, you should complete the IRA Distribution Request Form and mail it to:

Citizens Investment Services
Mailstop: MCN210
PO Box 42025
Providence, RI 02940

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When must I begin to withdraw from my retirement account?
Required minimum distributions from an IRA must begin by April 1 of the year following the year an individual turns 70 1/2. Required minimum distributions do not apply to Roth IRAs.

To set-up a required minimum distribution from your IRA on a Representative Assisted Account, please visit a Financial Consultant at your local Citizens Bank branch or contact us. A form will be sent to you to complete and return to us. When Citizens Investment Services has received the form, we will calculate the required minimum distribution for you.

To set-up a required minimum distribution from your IRA on a Self-Directed Account, please complete the IRA Required Minimum Distribution Request Form and mail it to:

Citizens Investment Services
Mailstop: MCN210
PO Box 42025
Providence, RI 02940

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How do I change or add a beneficiary on my retirement account?
If you have a Representative Assisted Account you may change or add a beneficiary(ies) to your IRA by completing the IRA Beneficiary Form that is available through a Financial Consultant at your local Citizens Bank branch or by contacting us . One of our Financial Consultants will be able to assist you.

If you have a Self-Directed Account you may change or add a beneficiary(ies) to your IRA by completing the IRA Beneficiary Form and mailing it to:

Citizens Investment Services
Mailstop: MCN210
PO Box 42025
Providence, RI 02940

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How do I rollover an existing account to Citizens Investment Services?
To rollover or transfer an existing account from another broker/dealer to your Representative Assisted Account, please visit a Financial Consultant at your local Citizens Bank branch or contact us to arrange to speak with a Financial Consultant.

To rollover an existing account from another broker/dealer to your Self-Directed Account, please complete the IRA Direct Rollover Authorization Form and mail it to:

Citizens Investment Services
Mailstop: MCN210
PO Box 42025
Providence, RI 02940

If you do not currently have an account with Citizens Investment Services, you will need to open an account prior to the transfer.

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How do I transfer an existing non-retirement or retirement account to Citizens Investment Services?
To transfer an existing non-retirement or retirement account from another broker/dealer to your Representative Assisted Account, please see your Financial Consultant at your local Citizens Bank branch or contact us to arrange to speak with a Financial Consultant.

To transfer an existing non-retirement or retirement account from another broker/dealer to your Self-Directed Account, please complete the Account Transfer Form and mail it along with a current statement from the other broker/dealer to:

Citizens Investment Services
Mailstop: MCN210
PO Box 42025
Providence, RI 02940

If you do not currently have an account with Citizens Investment Services, you will need to open an account prior to the transfer.

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Can I add a beneficiary to my non-retirement account?
Yes, you may designate one or more beneficiaries to receive the assets of your account that may come due at or after your death. Please note your account registration will change to a Transfer on Death registration. A new account number will be issued to you.

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How do I process a redemption, exchange funds, or place a stock trade?
If you have a Representative Assisted Account, you may process a redemption, exchange funds, or place a stock trade through your Financial Consultant or by contacting us. One of our Financial Consultant will be able to assist you.

If you have a Self-Directed Account, you may process a redemption from your equity account, and exchange funds or place a stock trade from your IRA or equity account through our online trade service, by using our Automated Account Service, or by contacting us. One of our Financial Consultant will be able to assist you.

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When will I receive the redemption proceeds?
You'll receive the redemption proceeds depending on the date and time the redemption occurred and the method in which the funds are sent to you. For mutual funds, if the redemption is placed prior to 4:00 p.m. ET, the trade will be processed at that day's close of business. If the redemption is placed after 4:00 p.m. ET, the trade will be processed at the close of business on the following business day.

If the funds are being sent electronically to your bank account, they'll generally be credited within five (5) business days from the trade date. If the funds are being sent to you by check, please allow up to seven (7) mailing days from the settlement date (generally three (3) business days after the trade date) to receive the funds.

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Can I reinvest my dividends?
You can reinvest dividends on any United States stock or mutual fund held in your account for no charge. This service is available on all dividend-paying stocks and mutual funds listed on any exchange and any NASDAQ issue.

Your account will automatically be credited with cash in lieu of fractional shares. Dividend monies will be reinvested in the open market on your behalf by placing a market order prior to the opening on the dividend payable date.

You can set-up or make changes to your dividend reinvestment for any or all securities held in your account by contacting us.

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How do I change the address on my account?
To change the address on your account, please contact us. One of our Customer Service Specialists will be able to assist you. You will need to provide your account number(s), and the old and new addresses.

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When is my account statement or trade confirmation generated?
You'll receive a quarterly account statement (i.e. March, June, September, and December). Plus, if there is activity in your account in any other month, you'll receive a separate monthly statement for that month.

Trade confirmations are generated automatically after you purchase or sell a security.

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Can I receive my account statements and trade confirmations electronically?
Yes. Statements and trade confirmations are automatically available to you online in addition to a paper statement. To view the statements and trade confirmations, simply login to your account and click on the Statement or Confirmation link under Account Info.

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What do I do if I don't receive a statement or trade confirmation or there's an error on it?
If you don't receive your account statement or trade confirmation or there's an error in the activity provided on it, please contact us. One of our Financial Consultants will be able to assist you.

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How do I read my account statement?
Account statements provide information such as account value summary, realized gain (loss), account value detail, securities purchased or sold, deposits and withdrawals, dividends and interest, other debit and credit activity.

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How do I configure my browser to view my brokerage account?
In order to view your brokerage account, you must be using at least Microsoft Internet Explorer 5.5 or Netscape 5.0. These browsers offer 128-bit encryption that creates a secure environment for the information being transferred between your browser and your online brokerage account. Put simply, secure data such as your Password/Access I.D. are scrambled in our encryption/cryptography process.

Unfortunately, Citizens Investment Services does not currently support Macintosh computers.

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How do I download Adobe Acrobat Reader 7.0?
Adobe Acrobat Reader 7.0 or higher is required to open some of the content on this site. To download a free version of Adobe Acrobat Reader, please visit www.adobe.com and follow the on-screen instructions.

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How do I login to view my brokerage account?
To view your brokerage account online, please click click here. You will need to enter your User ID and PIN in the Login Box. Please keep in mind that if you changed your PIN on our Automated Account Service, the new PIN will be used for online access.

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How do I change my PIN?
After entering your User ID and PIN, you may change your PIN by choosing the User Options link, then Change PIN. You'll be prompted to enter your current and new PIN. Please note that changing your PIN online will also change your PIN on our Automated Account Service.

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What do I do if I forget my PIN?
If you forgot your PIN, please contact us. One of our Financial Consultants will be able to assist you.

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Who do I contact for technical support?
Should you need additional technical support if you have problems configuring your browser or receive an error message, please contact us at 800-656-6561 option 3, 24 hours a day, seven days a week. A representative will be able to assist you. Please note that these representatives are not able to discuss your account with you. For all other issues, please contact us. One of our Financial Consultants will be able to assist you.

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What is the Automated Account Service?
The Automated Account Service is a 24-hour automated system that allows you to use your phone to gather account information via voice recognition or by using your touch-tone keypad. The Automated Account Service provides:

• Access to over 20,000 mutual funds and listed stocks on the NYSE, AMEX, and NASDAQ.
• Free access to real-time market quotes for stocks, mutual funds, and market indicators.
• Total security through your confidential PIN.
• The ability to place buy or sell orders, market orders, and limit orders (Day or Good 'Til Canceled ("GTC")) for stocks or mutual funds.
• Ability to replace an existing order with a new order.
• Fast, convenient access to your account information.
• A comprehensive demonstration program you can access at any time
• Simple to follow menus and "prompts".
• Immediate transfer to a customer service specialist during business hours.

Please note: that certain features are not available to all accountholders.

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How do I change my PIN on the Automated Account Service?
You may change your Automated Account Service PIN at any time by saying "Change PIN" in the Automated Account Service user menu.

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When will I receive my Form 1099, Form 5498, or average cost basis? Why are they generated?
For a guide to information on returns, please click here. Average cost basis is an accounting method used when an investor has made multiple purchases at different prices of the same security. The method averages the purchase prices to calculate an investor's cost basis in shares being liquidated. The difference between the average cost basis and the selling price determines the investor's tax liability.

We prepare our average cost basis using the Single Category Average Cost Method.

Average cost information will appear on your account statement. Please note that these statements are generally produced for funds that originated with us. If you transferred an account to us from another broker, the resigning broker does not provide the average cost basis to us. You may, however, contact us to request a form to add the average cost basis to your account.

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What do I do if I don't receive a tax document or there's an error on it?
If you don't receive your tax document or if there's an error on it, please contact us. One of our Financial Consultants will be able to assist you.

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How do I change or correct the tax identification number on my account?
To change the tax identification number on your account, please download a Form W-8 (for non-resident alien) or a Form W-9 (for U.S. residents and resident alien). Once completed, please mail the form to:

If you have a Representative Assisted Account:

Citizens Investment Services
Mailstop: MCN210
PO Box 42025
Providence, RI 02940

If you have a Self-Directed Account:

Citizens Investment Services
Mailstop: MCN210
PO Box 42025
Providence, RI 02940

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How do I contact Citizens Investment Services?
For additional information about our products and services please contact us:

By Telephone

Representative Assisted Accounts: 1-800-942-8300


Self-Directed Accounts: 1-800-456-0603


Our Investment Services Specialists are available Monday through Friday between 8:00 a.m. and 6:00 p.m. ET.

By Mail

Representative Assisted Accounts:

Citizens Investment Services
Mailstop: MCN210
PO Box 42025
Providence, RI 02940

Self-Directed Accounts:

Citizens Investment Services
Mailstop: MCN210
PO Box 42025
Providence, RI 02940

Please be sure to include your name, address, account number, and signature on all correspondence.

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Where can I view Citizens Investment Service's Privacy Policy?
To view the Citizens Investment Services Privacy Policy, please click here.

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