
A Wealth of Knowledge
General FAQs
When you bank with Citizens Bank, you’ve got a trusted financial partner with a 90-year tradition of personalized service. Below, you’ll find answers to some common questions about locations, hours, digital banking, routing numbers, and more. If you’re not finding what you’re looking for, don’t hesitate to get in touch. Open a chat session, call customer service at 866-882-2265 or send an Email.
Digital Banking FAQs
With Digital Banking, online banking has never been easier. You can get up-to-the-minute account information, transfer funds, make payments on Citizens Bank loans or credit lines, and much more. Below, you’ll find answers to some of our most frequently asked questions. Need more help? Contact our friendly Customer Service by opening a chat session, calling customer service at 866-882-2265 or send an Email.
Sign up here or if you need assistance please call customer service at 866-882-2265.
To reset your password: If you have registered your email address and completed the security questions, you may click Forgot Password on the Login page. Enter your login and email address and a temporary password will be emailed to you. If you do not receive an email right away check your Junk or Spam emails. If you have not registered your email address or you are still having an issue, you may contact customer service at 866-882-2265 or customerservice@citizensbank24.com.
To change your password: Login to Digital Banking, click on the Options tab, then click on Change Password. If you are locked out of your account or are still having an issue, you may contact customer service at 866-882-2265 or customerservice@citizensbank24.com.
When prompted to select your financial institution, select "Citizens Bank Tri-Cities".
Bill Pay FAQs
Citizens Bank makes it easy to pay your bills from anywhere, anytime, through our Digital Banking platform. Here, you’ll find more information about registering for online bill pay, setting up recurring electronic payments, making P2P payments to friends and family, and more. Need more help? Contact our friendly Customer Service by opening a chat session, calling customer service at 866-882-2265 or send an Email.
Credit Card FAQs
Citizens Bank’s Visa® credit cards are accepted at millions of stores, restaurants, and services around the globe and they’re easy to load into the Digital Wallet of your choice. Here, you’ll find answers to common questions about applying for a card, building credit, avoiding fees, and more. Need more help? Contact our friendly Customer Service by opening a chat session, calling customer service at 866-882-2265 or send an Email. (Express Banker extended hours Monday - Friday 7am-8pm and Saturdays 8am-2pm) or call 888-297-3416 for after hours support.
These questions are for educational purposes and not a substitute for professional advice.
*Security deposit required. Limits apply.
Debit Mastercard FAQs
- Using one of the following methods:
- • Call 1-800-290-7893
- • CitizensBank24-Mobile Banking App
- -Select More
- -Card Management
- -Debit Card Management
- -Finish Setup
- -Card Activation
- -Activate your card, Activate, Done
- • Bank-by-Phone (1-877-543-8745)
- Card Services Option 4, press 1
Yes
If you know your current PIN, you can change it at any Citizens Bank branch ATM.
If you do not know your current PIN, you can visit any Citizens Bank branch and a Customer Service Representative will help you.
Business Debit Mastercard
If you believe your Card or secret code has been lost or stolen or that someone has transferred or may transfer money from your account or accounts without your permission, call: 866-882-2265 or email: customerservice@citzensbank24.com or write: Citizens Bank Customer Service, P. O. Box 1900, Elizabethton, TN 37644-1900.
Consumer Debit Mastercard tied to accounts established primarily for personal, family, or household purposes.
Telephone us at 866-882-2265 or Write us at Citizens Bank Customer Service, PO Box 1900, Elizabethton, TN 37643 as soon as you can if you think your statement or receipt is wrong or if you need more information about a transfer listed on the statement or receipt. We must hear from you no later than 60 days after we sent the FIRST statement on which the problem or error appeared.
(1)Tell us your name and account number (if any).
(2)Describe the error or the transfer you are unsure about, and explain as clearly as you can why you believe it is an error or why you need more information.
(3)Tell us the dollar amount of the suspected error.
If you tell us orally, we may require that you send us your complaint or question in writing within 10 business days.
We will determine whether an error occurred within 10 business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to 45 days (90 days for POS transactions, transfers initiated outside of the United States, or for transfers during the first 30 calendar days after the first deposit to a newly established account is made) to investigate your complaint or question. If we decide to do this, we will credit your account within 10 business days (20 business days for new accounts) for the amount you think is in error, so that you will have the use of the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not credit your account.
We will tell you the results within three business days after completing our investigation. If we decide that there was no error, we will send you a written explanation.
You may ask for copies of the documents that we used in our investigation.
- Block your Card
- Set spending limits based on dollar amount, transaction type, merchant type
- Set specific regions where the card can and can’t be used
- Set parental controls and monitoring
- Get instant alerts on specific types of transactions
Mobile Deposit FAQs
Save yourself a trip.
With Citizens Bank and an Apple® or Android® device, it’s easier than ever to deposit checks from anywhere, anytime. Below, we’ve answered some frequently asked questions about getting started and making the most of this convenient Digital Banking App feature. Not finding what you’re looking for? Contact our friendly Customer Service by opening a chat session, calling customer service at 866-882-2265 or send an Email.
Download the Citizens Bank Digital Banking App to use this feature: Apple Store or Google Play Store.
It's like having a bank right in the palm of your hand 24/7. You can pay bills, check balances, transfer funds, view check images, view statements, and make deposits using the Deposit Mobile feature.
Deposit limits and other restrictions may apply. Your wireless service provider may charge additional fees for data usage. Consult your wireless provider for details.
Our standard funds availability for Mobile Deposit transactions will generally make funds available to your Account on the second Business Day following the Business Day on which we receive the check image from you. **
** If you are a new customer funds will generally be made available no later than the ninth Business Day after the Business Day on which we receive the check image from you during the first 30 days your account is open. In addition funds you deposit by Mobile Deposit may be delayed for a longer period than the ones describe above at our sole discretion based factors including but not limited to doubt of collectability, amount of deposit, the redeposit of a check that has been returned unpaid, frequent or repeated overdrafts, or an emergency, such as failure of computer or communications equipment. If we determine to delay availability for a longer period we may provide you notification of this determination, but we are not obligated to do so. You agree that we may provide such notification by any means or method available including electronic communication such as email to your email address on record. Check images received after 8:00 pm eastern time (or such other cutoff time that may be displayed in the App) on a Business Day will be processed as received on the next Business Day. You agree that we have the right to determine in our sole discretion the manner in which checks and images transmitted through Mobile Deposit are cleared, presented for payment and collected. We, in our sole discretion, may select clearing agents to collect and present check images, and our selection of clearing agents shall be binding on you as though you had directly appointed such agents. We shall not be liable for the negligence or other misconduct of any clearing agent. You agree to be bound by any agreements entered into by and between us and any clearing agents, and you agree to be bound by all laws, regulations, and clearing house and association rules that may apply to checks or images transmitted using Mobile Deposit.
ScoreCard Rewards FAQs
We make everyday purchases more rewarding.
Citizens Bank is proud to offer the ScoreCard Rewards Program to all Mastercard® Debit Card holders! Earn points every time you use your card and redeem them for cash back, merchandise, travel, events, gift cards, and more.
Below, you'll find answers to common questions about getting started, logging in, and making the most of your rewards.
For additional assistance:
-
Citizens Bank Customer Service: Use the Chat, Call 866-882-2265 or send an Email.
-
ScoreCard Rewards Customer Service: 800-854-0790
ScoreCard Rewards is a rewards program offering points for qualifying purchases. Points can be redeemed for a variety of items, such as merchandise, airfare, hotels, travel packages, and more.
It's free to join! Head to ScoreCardRewards.com to sign up.
- From CitizensBank24.com, click LOGIN.
- Click on the ScoreCard Rewards button or visit the site ScoreCardRewards.com.
- You will need to set up your profile with a username and password. You will also be asked to set up some security questions and answers for password retrieval.
- Once you create your profile, you will login with your username and password.
- You may browse the rewards site by clicking on the "Browse Catalog" link from the ScoreCards login page. Point balance and redemption capabilities are not available in the browse feature of the site.
Earning points is simple!
- Use your ScoreCard Rewards Debit Mastercard® for qualifying Signature-Based “credit” purchase transactions and receive 1 point for each $4 spent.
- Or, use your ScoreCard Rewards Citizens Bank Visa® credit card for qualifying purchase transactions and receive 1 point for each $1 spent. A qualifying purchase (“Qualifying Transaction”) shall mean: (i) a transaction that is charged to an eligible consumer account covered by the Program (“Account”), and (ii) a transaction that appears on Your statement during the Program period. Points are deducted for returns. No Points are earned for finance charges, fees, cash advances, convenience checks, ATM withdrawals, foreign transaction currency conversion charges or insurance charges posted to Your Account.
You can redeem rewards points for a variety of merchandise and travel rewards. A full list of available rewards can be found at ScoreCardRewards.com.
You can redeem points at anytime as long as your account is in good standing (that is, not delinquent, in default, closed, canceled, blocked, suspended or otherwise inactive and not available for use as a source of funding) and you have the minimum amount of points to redeem the requested award.
For merchandise:
- Login and use the online shopping feature at www.scorecardrewards.com.
- Call customer service at 800-854-0790.
- Print an order form from www.scorecardrewards.com. Simply complete the form, including all information requested, and mail to the address printed on the form.
For travel:
- Travel awards, airline tickets, vacation packages, and cruises may be ordered by calling and speaking with a Travel Services representative.
- Use the online travel booking site to obtain select air awards.
- Purchase additional airline tickets and make car and hotel reservations online.
- Travel Services Representatives can assist with booking both purchased as well as redeemed awards travel items.

The perfect home and our mortgage rates:
Warm, welcoming and just the right fit. Unlock your dream home with an affordable rate.