Fraud Reporting

How to report fraud

If you suspect fraud on a debit transaction, you can now file a claim in the mobile app. Go to your transactions and choose one you suspect as fraud and begin the dispute process. You will be able to add additional transactions to the claim.  

You can check on the status of a submitted debit or ATM card claim (even when you initiated your dispute over the phone) in the mobile app from the hamburger menu by clicking on "Dispute Status." 

If you suspect fraud or need to file a claim for another type of transaction you can call 1-800-922-9999 or the number found on the back of your debit card or monthly statement. 

When we will contact you about fraud

Citizens has systems in place to detect unusual patterns of activity which could indicate fraud on your accounts. We may contact you to verify your activity. The number we provide you can be verified by you independently, and we will also verify your identity at the outset of the call.

At no time will you ever receive a call or email from the bank asking you for your login credentials. If you receive a suspicious phone call or email asking for your authentication credentials, you should decline to do so and call us at 1-800-922-9999.

What to do if you become a victim of identity theft

If you become a victim of identity theft, we recommend that you:

• Close any affected account(s) and open new account(s).
• Place a fraud alert on your credit file by contacting one of the three nationwide consumer reporting agencies listed below,

• File a police report with local law enforcement.
• We also recommend you report suspected identity theft to the Federal Trade Commission. You can call 1-877-ID-THEFT (1-877-438-4338); TTY: 1-866-653-4261; write Identity Theft Clearinghouse, Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580; or submit a complaint online by visiting the Federal Trade Commission’s website at www.ftc.gov/idtheft
• Order your free annual credit reports from the three nationwide consumer reporting agencies through www.annualcreditreport.com, and review them carefully.