Online Banking & Bill Pay (FAQs)

Online Banking gives you the power to access and manage nearly all your Citizens accounts — from one place. You can review account history and current transactions, transfer funds between accounts (inside and outside the bank), place stop payments, request copies of statements, send customer service requests via secured email, pay bills, view images of cleared checks, access your checking, savings, and loan account statements online and much more.

Personal Online Banking users can access their deposit accounts, loans and lines of credit, investment accounts with Citizens Wealth Management* credit cards and mortgages. Business users have access to deposit accounts, overdraft lines of credit, some loans and lines of credit. Business customers may request that other business or personal accounts on which they have an eligible account ownership status be linked to their online profile.

To make it easier and more convenient to access important account documents, such as statements, check images, electronic notices (eNotices), and 1099-INT and other tax forms, we put them all in one place: the Online Banking Document Center. To access the Document Center, log in to Online Banking and click the "DOCUMENT CENTER" tab.

You can submit requests to change your physical address (primary street address) associated with your account from the convenience of Online Banking. You can also add separate mailing addresses for each of your accounts if you do not wish to have your account documents and cards mailed to your physical address. To submit an address change, click the Personal Information" link on the "Profile & Settings" page. Then scroll down to "Mailing Addresses" to make a change or addition. (Retail customers only)

Yes. You can choose to have your account documents mailed to your physical address or add a separate mailing address for each account.

Yes. Many types of account statements, including those for most deposit, line of credit, and loan accounts, are available in Online Banking under the "DOCUMENT CENTER" tab.

In addition to account statements, in the Online Banking Document Center, you can easily locate check images, 1099-INT and other tax forms, and certain types of notices, including CD Maturity Notices and Overdraft/Insufficient Funds Notices.

Yes. You can transfer from any eligible checking, money market, savings, or personal line of credit account you have linked to your profile. You can transfer money to any checking, money market, savings, personal line of credit, and most personal loan accounts. (In cases where account types are IRAs or other restricted products, transfers may not be permitted.) Please see the "Transfer Information & Capabilities" section of FAQs for more information.

You can view up to 18 months of transaction history. (12 months of statement activity for personal credit cards)

When you withdraw funds from an ATM or make a purchase with your debit card, the funds will be immediately removed from your available balance. Some networks update transactions real time while others do not. In general, ATM/Debit Card transactions will be reflected on the Online Banking Transaction History by the next business day.

The running balance on your "Transaction History" page is similar to your check register: it indicates the balance in your account each time you have a deposit or withdrawal activity.

Please note that the balance does not reflect holds, outstanding checks, and other transactions, which could cause the balance to be different from the bank's balance on any given day. The bank does not use this balance as your available balance, and you should not, either.

Accounts on which you have an ownership code that (generally) allows you withdrawal rights, may be included in your online profile. Accounts may or may not appear in your profile based on whether they have been designated as business or personal. Business owners may request eligible personal accounts be linked to their business profile by visiting a Citizens branch or calling us at 1-877-229-6428. If you don't see an account you expect to see, call us toll free at 1-800-656-6561 for personal accounts. For business accounts, call 1-877-229-6428.

Up to 18 months of your statements are available online and can be retrieved immediately in Online Banking under the "DOCUMENT CENTER" tab. Simply use the Filter to select the account and timeframe for the statement you are requesting. Statements can be saved or downloaded any time for longer storage needs. If you wish to order a statement older than 18 months, simply click on the "Contact Us" link.

Yes. You can click on the check number entry on your Transaction History and if an image is available for that check, it will appear on screen. If a check image is not available, you may order a copy by clicking "Contact Us" under "Help", and either call or contact a chat representative. Fees may apply for check copy requests.

Yes. You can download transactions from your account by clicking on the account. Then use the "Export" button and select your download criteria and format you need.

You can add email addresses and mobile numbers to your alerts contacts list by visiting your "Personal Information" page located under "Profile & Settings". Just be sure to go back to the "Alert Preferences" page when you want to apply your newly added contact information to the alerts.

There is no monthly maintenance fee for Online Banking. There may be incidental charges and fees associated with Online Banking, such as those set out below, including, but not limited to, Account fees and charges you initiate by requesting stop payments, check copies, transfers outside the bank, or similar services.

Online Banking displays your account information in real time based on transactions processed throughout the day, unless stated otherwise.

Online Banking is available 24 hours a day, 7 days a week. The only exceptions are when system maintenance is being performed.

Yes. Simply click on the "Site & Display Preferences" link under "Profile & Settings" and from there you can edit your account nickname, then click to "Save Changes".

In the rare event that the Online Banking system and all of our back-up systems were to go down, you can be comfortable that any transaction for which you have received a confirmation number has been completed. If you were in the middle of processing a payment when the technical difficulty occurred and had not yet received your confirmation number, you should review your "Pending Payments and Transfers" when the system comes back up. If the payment/transfer does not appear, then you should re-enter the transaction.

Yes. Macintosh users have full access to Online Banking provided they are using up-to-date versions of Safari, Firefox, or Google Chrome.

Absolutely. Just click the "DOCUMENT CENTER" tab while logged in to Online Banking to access available tax forms for each of your accounts. Available tax forms may include a 1098, 1099-C, 1099-INT, 1099-Q, 1099-R, 5498 and 5498-ESA. Please note, the Document Center only displays tax forms for Online Banking accounts, though other accounts may appear on a particular form. To ensure you have the right tax forms for each of your accounts, please check your mail.

To access your tax forms, click on the "DOCUMENT CENTER" tab while logged in to Online Banking. From the "All Types" filter, select "Tax Forms." Using the "All Accounts" filter, select the account from which you wish to receive the document. Then, using the "Timeframe" filter, select the time period for which you would like to view available documents.

All tax forms are accessible for seven years from their year of origination. 1099-INT tax forms are available dating back to Tax Year 2016. All other tax forms are available dating back to Tax Year 2018.

Here are some guidelines that can help you determine which tax form(s) you should expect to receive, if any. If a tax form is issued for your account, it will be posted to the Document Center by the date indicated — and mailed to you, if that's what your paperless preferences indicate.

If your account does not meet any of the below criteria, no tax form will be issued or added to Document Center.

Keep in mind, Citizens Bank, N.A. doesn't provide tax advice. You are solely responsible for any taxes that may be owed. Please consult your tax advisor.

There are two parties involved whenever you share data regarding your Citizens accounts. The first is a finance tool. These tools ask for your account info so they can offer their full services.

The second party is an aggregator that gathers your data on behalf of the first party. They act as the intermediary between your Citizens account and your account with the finance tool.

We take data security very seriously. If you are ever asked to share your account info with another company, know that we've put in the work to make the process completely safe and secure on our end. Any data permissions you grant are good for 12 months. After that, you'll be asked to renew them. Other companies' use of your data is determined by your agreement with them and not by Citizens.

After you share your data with a finance tool, you can stop sharing by logging in to the service and unlinking your Citizens account.

Never. We have worked meticulously to make sure your account information is only shared when you give express consent.

Citizens doesn't control how your info is displayed in a finance tool after you've granted them access. If something looks off on their end, please contact their customer service directly.

• General account details including deposits, payment history, credit reports, credit/debit card usage, loan payments, investment portfolio, brokerage info, transfers and/or any other financial account info managed through Citizens
• All transactions, current and past balances, payment/bill due dates, current rates and similar data
• Personal info such as name, address, phone number, dates of account opening and the like, unless prohibited
• Citizens will never share your user ID, password or use of funds or investments in any way

No data will be shared without your consent. Typically, you are asked upfront to grant access to all your account info at once when linking an external software.

Finance tools like budgeting and money transfer apps offer a convenient way to manage your money. However, the ways in which some of these companies store sensitive data like your transaction history could put your personal info at risk. Please review the privacy policies of any tool you're considering linking your account to so you can make an informed decision about your data.

No, access to your bank account information will continue until 12 months after you first gave consent, unless you revoke it earlier.

You can revoke access at any time. We'll also ask you to renew your permissions every 12 months.