Managing Your Mortgage

• 24/7 Access

  Citizens Online and Mobile Banking

  Enroll online to get 24/7 access to your home loan information, so you can:

  • View your billing statements and other communications
  • Enroll in automatic payments or make a one-time payment
  • Access tax and insurance information if you have an escrow account
  • Use our calculators to see how you can pay down your loan faster
  • Check out neighborhood trends
  • Find answers to your questions using our Chat feature or in our Learning Center

  Download our app^† today!

  

  
• Contact Information

  Our Customer Service Representatives are available to assist you with your loan servicing questions at 800.234.6002, Monday through Friday from 8 a.m. to 8 p.m. ET.

  Address for Certain Loan Requests and Notifications

  The address below must be used to notify us of a possible error, request information, dispute credit reporting or opt out of bankruptcy statements, and can be used to file a complaint.

  Citizens
  Attn: Customer Service
  P.O. Box 6260
  Glen Allen, VA 23058-6260
  
  

  Loan Assistance

  If you’re having trouble making your payments, be sure to review the options that may be available to you. You can also apply for assistance at loansolutioncenter.com or give us a call at 800.456.8855, Monday through Friday from 8 a.m. to 8 p.m. ET.

• Payment Options

  Online and Mobile Banking

  You can make a one-time payment or schedule recurring payments through our website or mobile app.

  • Recurring Automatic Loan Payments (ACH)
    • Set up automatic recurring payments, including monthly and biweekly payments. Sign up by logging into My Account.
  • One-Time Electronic Payment
    • Log into My Account to make your payment.

  Note: Sufficient funds must be in your bank account at the time of the withdrawal.

  Download our app^† today!

  

  

  Phone

  Call 800.234.6002 to make a payment over the phone.

  Mail

  Make your check payable to Citizens then mail it to the address on your billing statement coupon or if you don't have your statement coupon, mail your payment to:

  Citizens Bank
  P.O. Box 2800
  Glen Allen, VA 23058-2800
  
  

  Be sure to include your loan number on your check.

• Common Servicing Fees

  It’s important to understand when fees could be charged so you can prepare for the extra cost or take action to avoid them.

  For more information, be sure to check out details about our servicing fees.

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