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Frequently Asked Questions: Checking

Have a question? Chances are, you'll find the answer here. Select a topic below to get started. If you prefer to contact us differently, visit Customer Service.

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Popular Questions
  • How do I transfer funds?
    The fastest way to transfer funds either between your checking and savings accounts or to any other account at our bank is through Online Banking. You may also make transfers between your accounts any time at an ATM or by phone at 1-800-922-9999.
  • How do I order checks?
    We have partnered with Deluxe to provide safe and convenient options to order personal checks, Home Equity Line of Credit checks, or Personal Line of Credit checks:

    Online Banking: Log In | Enroll
    (order checks through the Account Details section, then under Account Options)

    Online Through Deluxe: Order Checks
    (order directly with Deluxe, our preferred check provider)

    By Phone: 1-866-322-1350

    In Person: Find A Branch

    When you place your order using any of these convenient options, be sure to select your check style and confirm the following:

    Name and Address
    Routing Number
    Account Number
    Check Starting Number

    Please note: If you would like to change a name or address on your checks, please visit a branch near you or call us at 1-800-922-9999 to complete your order.

    Your checks will be sent in a flat, streamlined package in a blue envelope.
  • What are automatic payments?
    Automatic payments provide a means for automatically scheduling payments in Pay Bills based on the options you select. You can set up two different types of automatic payments.
    • Automatic Payments for Electronic Bills - If you receive electronic bills, some billers let you set up options for paying them automatically. You can decide whether to always pay the amount due or to set a limit on the amount for automatically paying the bill. You can also decide whether to make the payment on the due date or on the earliest date available after you receive the bill.
    • Automatic Payment Schedules - You can set up a schedule to pay bills of a set amount automatically at regular intervals. For example, you can schedule a payment at the first of each month to pay your mortgage or rent. This type of automatic payment is always available to you, regardless of whether or not you receive electronic bills from the biller.
  • What is direct deposit and how can I benefit from it?
    Direct deposit is the electronic transfer of a payment directly from the account of the payer to the recipient's account.
    It's not always convenient to make a trip to the bank to cash your payroll or Social Security check. With direct deposit, you can have your funds automatically deposited into your checking account. So, there is no more running to the bank on payday or waiting in line to make deposits. And, because your funds are available on the date of receipt, you won't have to wait for checks to clear.
  • How can I sign up?
    If you have an ATM/debit card, you can enroll right now. You'll be asked to supply your card number and PIN, along with a Citizens Bank account number. If you do not have an ATM or debit card, call us toll-free at 1-800-656-6561 (for business customers, 1-877-229-6428) to sign up.
  • When can I start using Online Banking?
    You can begin using Online Banking immediately after signing up!
  • What kind of transactions can I perform using Online Banking?
    You can review account history and current transactions, transfer funds between accounts, place stop payments, request copies of statements, send customer service requests via secured email, pay bills, view images of cleared checks, access your checking and savings account statements online, and much more. Retail Online Banking users have access to deposit accounts, loans, and lines of credit. Business users can access deposit accounts and overdraft lines of credit. They can also request that other business or personal accounts on which they have an eligible account ownership be linked to their online profile.
  • What are automatic payments?
    Automatic payments provide a means for automatically scheduling payments in Pay Bills based on the options you select. You can set up two different types of automatic payments.
    • Automatic Payments for Electronic Bills - If you receive electronic bills, some billers let you set up options for paying them automatically. You can decide whether to always pay the amount due or to set a limit on the amount for automatically paying the bill. You can also decide whether to make the payment on the due date or on the earliest date available after you receive the bill.
    • Automatic Payment Schedules - You can set up a schedule to pay bills of a set amount automatically at regular intervals. For example, you can schedule a payment at the first of each month to pay your mortgage or rent. This type of automatic payment is always available to you, regardless of whether or not you receive electronic bills from the biller.
  • Who can I add as an online payee?
    You can use Online Banking to safely pay almost anyone in the United States, including national bank card companies, mortgage or auto loan companies, department stores, your health club, or the paperboy. Any company or individual you could send a check for payment to is eligible for payment through Online Bill Pay.
    Please note that individuals or businesses residing outside the United States are not eligible for bill payment. In addition, using Online Bill Pay for tax payments or court-ordered payments is prohibited.
  • How long does it take to set up a new payee in the bill payment system?
    Once you are signed up for Online Banking, you can set up a payee at any time. Setting up a new payee takes only a few clicks and payments to the new payee can be made immediately.
  • Is Online Banking safe? What systems are in place to ensure security?
    All account information entered and displayed online is maintained on a secured database encrypted using Secure Socket Layer (SSL) technology. We also protect information stored in our database by hardened connections called firewalls. Only those devices authorized to communicate with the database can make a connection to the database. Additionally, we offer Safe With Citizens® to ensure our Online Banking is safe.
  • Is Bill Pay available with Mobile Banking?
    Yes. Bill Pay is currently available within our Mobile Banking Apps. You may also access Bill Pay by logging on to Online Banking and selecting “Pay Bills” for devices that don’t currently support Bill Pay. Be on the lookout for Bill Pay on additional devices with upcoming mobile enhancements.
  • What is direct deposit and how can I benefit from it?
    Direct deposit is the electronic transfer of a payment directly from the account of the payer to the recipient's account.
    It's not always convenient to make a trip to the bank to cash your payroll or Social Security check. With direct deposit, you can have your funds automatically deposited into your checking account. So, there is no more running to the bank on payday or waiting in line to make deposits. And, because your funds are available on the date of receipt, you won't have to wait for checks to clear.
  • How do I set up direct deposit and what kind of information is required?
    The first step in direct deposit enrollment is to ask your employer for direct deposit forms. These are very basic forms that will ask you to provide the following information to set up direct deposit:
    • Your bank’s ABA or routing number. This nine-digit number is found on the bottom left of your checks.
    • Your checking account number. This is the main number for your checking account that you use for all deposits and withdrawals. It is found on the bottom of the check directly to the right of the routing number.
    • You may need to submit a voided check. This will allow the employer to verify the above information. Write VOID in large letters in ink across the check, covering most lines so that nothing else can be written in on the check.
    • Your bank's address. You should be able to find this information online, but you could also call a representative.
  • Can I customize direct deposit for better financial management?
    Direct deposit can make it easier to save money if your employer will allow you to split your deposit between a checking account and a savings account. Set up only what you need for daily expenses to be directly deposited into your checking account and have the rest of your paycheck sent to savings. If your employer won’t set up a split direct deposit for you, consider setting up automatic transfers to occur as soon as the money from your paycheck is deposited into your checking. This allows you to save money without even thinking about it!

    You can also set up direct deposit with IRS refunds and Social Security payments. While the IRS does allow you to split the deposit, Social Security payments must go to one account initially.
  • How do I set up direct deposit with Citizens Bank?
    Direct deposit enrollment with Citizens Bank provides you with convenient access to funds and an efficient way to save money. For more information on bank direct deposits and opening a checking account, contact a Citizens Bank representative at 1-877-360-2472
  • What are the benefits of using a debit card?
    Your Citizens Bank Debit Card offers a convenient and secure way to make your purchases. It provides:

    Convenience:
    • Use your debit card for all of your everyday purchases at millions of locations worldwide
    • Make purchases and get cash back using your PIN at participating retailers
    • No minimum purchase required
    • Purchases are automatically deducted from your checking account
    • No-fee balance inquiries, deposits and cash withdrawals, payments, and transfers at any Citizens Bank ATM1
    Security:
    • Zero Liability protection2 against unauthorized purchases
    • Proactive fraud monitoring
    • Extended warranty on eligible debit card purchases3
    • Available 24-hour Roadside Assistance service
    • A safer alternative to cash
    Control:
    • View recent transactions, balance and monthly statements 24/7 with Online and Mobile Banking4
    • Set up Online Banking alerts to help you keep track of your debit spending5
    • Set up recurring payments
    • Get additional cards for each person on your account
    Learn more about our Citizens Bank Debit Card benefits
  • How can I request a debit card?
    If you have a checking account with us, you can request your debit card by simply calling 1-800-922-9999 or visiting your local branch.
  • How do I activate my debit card?
    You can active your card in three different ways:
    • Call the toll-free number on the sticker that’s placed on your debit card.
    • Use the debit card with your current PIN at any Citizens Bank ATM. Your card will activate automatically.
    • Use your debit card for any purchase with your current PIN at any Point of Sale.
  • How do I change my PIN?
    If you are using your card for the first time, please be sure to use the PIN that is sent to you the first time you use the card. You can change your PIN any time after the first use by selecting the PIN change option at a Citizens Bank ATM.
  • How do I request a new Personal Identification Number (PIN)?
    If you should forget or lose your PIN and need a new PIN , please contact us immediately at 1-800-922-9999 or visit your local branch.
  • How do I report a lost or stolen debit card?
    Please contact us immediately if you realize that your card is missing or if you notice any fraudulent transactions: 1-800-922-9999. This is the best way to minimize disruption in your account. You are not responsible for fraudulent card transactions that are reported promptly, and you can demonstrate that you have exercised reasonable care in safeguarding your card from the risk of loss or theft.
  • How does a debit card work?
    With your Citizens Bank Debit Card, you can access money from your linked checking account by using it to make purchases or for making ATM cash withdrawals.
    • Use your debit card for purchases
      You can use it at millions of locations worldwide — at participating retailers and service providers including grocery stores, restaurants, gas stations — even for online and phone purchases.
    • Use your debit card at the ATM
      You get all the capabilities of an ATM card — you can get cash, transfer funds, and make deposits at no-fee Citizens Bank ATMs.
  • How can I add additional accounts to my card?
    Adding additional accounts to your card is easy. Please call us at 1-800-922-9999.
  • Can I change my ATM card to a debit card? If so, how?
    Yes. You can replace your existing Citizens Bank ATM Card with a debit card if you have a checking account with us. To replace your ATM card, call 1-800-922-9999 or visit your local branch. You’ll receive your new Citizens Bank Debit Card in 5–7 business days.
  • How is my debit card different from a credit card?
    When you use your debit card, funds are deducted from your checking account. You can use it in two ways:
    • You can simply sign for your purchase like a credit card.
      You must press the "Credit" button and sign for your purchases.
    • You can use your PIN at participating retailers.
      You must press the "Debit" or "ATM" button on the retailer's terminal. Then enter your Personal Identification Number (PIN). With PIN-based purchases you can also get cash back when you make a purchase at participating merchants.
  • Is there a difference between signing a receipt and using my PIN to authorize a debit card purchase?
    Your options may differ depending on the merchant. Some merchants may require a signature (such as restaurants), while others may offer you the option of "Credit" or "Debit" when processing your purchase. Usually, if you select "Credit," you will sign a receipt to authorize your purchase. If you select "Debit," you will use your PIN. When you use your PIN, the funds are immediately taken from your account.

    When you use your debit card without your PIN, the merchant may request an authorization from us. If we approve the request, we immediately remove the authorized amount from your Available Balance through a debit card authorization hold. This hold remains on your account until we receive a final settlement request (instructions from the merchant for us to deduct the exact amount of your final purchase from your account).
    Whether you select "Credit" or "Debit," the purchase amount will be deducted from your Citizens Bank checking account.
  • Are there transaction fees for using my debit card?
    There are no transaction fees for using your debit card to make purchases or make transactions at any Citizens Bank ATM. However, fees may still apply when used at a non-Citizens Bank ATM.
  • Are there fees for requesting a replacement debit card?
    There are no fees for requesting a replacement debit card. Fees do apply for requested rush delivery of your debit card.
  • Where can I use my debit card to withdraw cash, inquire about account balances, or transfer funds from my account?
    You can get these services at any Citizens Bank across the country and at many ATM networks worldwide. Fees may apply for these services at non-Citizens Bank ATMs.
  • When will the actual purchase amount replace the pending amount and be posted to my account?
    It may take several business days for the actual purchase amount to replace the pending transaction amount on your account. The pending transaction reduces your available balance. The pending transaction is generally replaced when the final purchase amount is deducted from your account within 3 business days. If the pending amount is not matched with an actual purchase amount within 3 business days, the pending transaction will be removed from your account. Regardless of when the final transaction settles with your account, you should consider these funds spent.
  • How do I locate an ATM?
    Go to the Branch/ATM locator and type in the city, state, or ZIP code to find the nearest Citizens Bank ATM.

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