Home Equity Line of Credit FAQs

• How do I access my funds?

  - Your funds will be available on the fourth business day after closing, you can access them via Online Banking or the Mobile App.*

  - If disbursement date is a holiday, funds will be available the following business day.

  - If you requested funds to be drawn from Your HELOC and deposited into Your Citizens Checking or Savings account, they are typically available four business days after Your closing-by midday.

• How are my payoffs made?
  If you had any loans, lines, or credit cards that you were refinancing with your HELOC, funds to pay these off are disbursed by wire or check. Payoffs are disbursed on the 4th business day after closing. For any revolving lines such as credit cards, the payoff checks will be mailed to you to forward to the creditor. All other payoffs are sent directly by Citizens to creditors.
• I’m unable to access my HELOC through Online Banking. Can you help?
  If you don't see your HELOC account in Online Banking, contact a Loan Servicing Specialist at 1-833-961-1100 OPT #1 or visit any Citizens branch.
• How do I transfer funds (Within Citizens)?
  Transferring funds within Citizens can be done on the Citizens website or done through our mobile app* under "transfers".
• How do I transfer funds (External)?
  To transfer funds externally to another institution, you must use the "send money" tab in our mobile app.*
• I haven’t received my HELOC checks yet. When can I expect them?
  For new HELOCs, you will receive a book of 10 starter checks within 3 weeks after closing. To find out the status of your HELOC checks, please call Deluxe, our checkbook vendor, at 1-866-322-1350.
• How do I make my first payment?
  You can make payments through Online Banking or our Mobile app*. You can also enroll in Auto Pay at 1-866-999-0216; Pay by Phone at 1-888-805-0200; mail your payment using the stub from your statement; or visit any Citizens branch during regular business hours.
• I didn’t receive the Auto Pay discount I signed up for. How can I confirm?
  If you signed up for the .25% Auto Pay discount, but don't think you received it, you may contact a Loan Servicing Specialist at 1-866-999-0216 or visit any Citizens branch.
• Is there an annual fee?
  There is no annual fee^† for the first year, then $50 per year during the draw period thereafter. The annual fee is waived if you have a Citizens Private Client™ or a Citizens Quest® checking account open and active at the anniversary of your credit line when the annual fee would be assessed. There is also no annual fee for Citizens employees.
• I have a balance and a payment due on my first HELOC statement. Why?
  If you requested an advance or if there are any payoffs, your first statement will reflect those balances and plus any accrued interest.

Have more questions? Get more answers in our full FAQs section.