A person with a lot of questions

Frequently Asked Questions

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 that cover an array of topics. Got additional questions? Contact us at customerservice@citizensbank24.com.

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.

East Tennessee:  Elizabethton, Johnson City, Bristol, Kingsport, Knoxville, LaFollette, Lenoir City.  Hours vary by location.
064207946
Since 1934
You may get one free credit report per year at www.annualcreditreport.com.
Yes, The standard amount that the FDIC insures is $250,000 per depositor, per insured bank, for each account ownership category.  The accounts that are insured are deposit accounts such as checking accounts, savings accounts, money market savings accounts, IRAs, and CDs.  The FDIC provides an Electronic Deposit Insurance Estimator (EDIE) to help in the calculations of insurance coverage for personal accounts.  
After your checking application has been approved, you will receive our routing and your account number.  If your employer participates in a direct deposit program, simply provide this information to the human resources or payroll department at your company, and your direct deposit will usually begin within thirty days.  
Yes, Citizens Bank Digital Banking is available 24/7 on desktop and mobile devices.
Your account information is updated every business day with new transactions that posted to your account the previous day.
Yes, Funds can be transferred to and from accounts by wire transfer or ACH (Automated Clearing House) debits or credits.  Contact us for details.
Our Digital Banking App allows Remote Deposit from your smart device.  Internet service is required. Deposit limits and other restrictions may apply.  Your wireless service provider may charge additional fees for data usage.  Consult your wireless provider for details.
If you have Digital Banking, you may sign on to see and print your statement copies or you can call customer service at 866-882-2265.



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.

There is no fee to access your accounts through Desktop Digital Banking.  You can view your account balances, review transactions, or make transfers.
You can view account balances and transactions history, transfer money, and download transactions to a personal financial manager and much more.  
The system will always default to show the last 15 days history at login.  You may change the dates to view by clicking "View Transactions." Banking statements are available up to 18 months beginning the date you enter into Digital Banking.

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.

You may contact customer service at 866-882-2265 or customerservice@citizensbank24.com.
Yes, you may download into: Open Financial Exchange (OFX), Quicken (QFX), Intuit QuickBooks (QBO), Intuit QuickBooks (IIF), Personal Finance (QIF), Spreadsheet (CSV), or Word Processing (TXT).   
When prompted to select your financial institution, select "Citizens Bank Tri-Cities".
Yes, you may schedule future one-time transfers or future transfers by frequency (weekly, monthly, yearly).  






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.

Bill Pay works through Citizens Bank Digital Banking to provide payments to businesses as well as individuals. You can pay merchants that accept electronic payments with rapid transfers, or can pay other merchants with an automatically prepared and mailed paper check.
Yes, you can schedule weekly, semi-monthly and monthly recurring payments.  The final payment of a recurring payment scheme is designated by a final payment date.  
Bill Pay is easy.  Login to Digital Banking and go to the Transfer/Pay Tab.  The first time you attempt to access the bill pay section of Online Banking, you will be prompted to begin online registration.  You are first requested to read and accept the authorization disclosure.  Failure to accept the disclosure terms prevents the registration process from proceeding. 
When you update the information for the Bill Pay account, the changes are implemented virtually instantaneously. 
Not at this time.
You can schedule payments 24 hours a day, seven days a week.  Payments are processed each business day at 3:00 p.m. EST.
All Bill Pay transactions become part of the Online Banking transaction history.  Electronic transfers will show up immediately while checks will be shown when cashed by the payee. 
You can add payees by accessing the Add Payee screen.  New payees will be added to the payee list immediately.
Each bill pay is debited separately.
If you select an electronic payee with an address that is different from that indicated on the payment coupon, then you are responsible for the late fee.  You always have the option to manually enter a different address for a payee.
A payment may be edited or deleted anytime before the process date at 3:00 pm ET.  Payments that have been remitted electronically cannot be stopped.  If the payment was remitted to the payee by check, you may place a stop payment on the check if it has not cleared your account.  Check stop payment requests are subject to applicable fees and charges as provided in the agreement and disclosures governing your account.
Citizens Bank provides consumer accounts basic Bill Pay at no charge.  However, if premium services such as rush delivery are selected,  a fee could apply.   Business Bill Pay is available with a monthly fee.  


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.

Please call our Customer Support Center at 866-882-2265 (Express Banker extended hours Monday - Friday 7am-8pm and Saturdays 8am-2pm) or if after hours, please call 888-297-3416.  Or, you may also deactivate your card from Digital Banking Online or Mobile.
Applying for a credit card is a simple, straightforward process that requires some basic information. Apply Here or Contact Citizens Bank today to apply.  
There are plenty of options on the market for people with limited credit history.  Consider a secured* credit card from Citizens Bank.  
*Security deposit required. Limits apply. 
There is no "right" number of credit accounts to build a solid credit history.  When you are starting out with credit, it can be safer to begin with one or two cards to ensure your an make payments consistently before adding more.  
18 is typically the minimum age to apply independently for a credit card in the United States.
One simple rule:  pay your bill in full and on time every month.  Late fees can impact your pocketbook, and late or missed payments can also have a negative effect on your credit score.








Debit Mastercard FAQs

Citizens Bank’s Debit MasterCard ® offers convenience, valuable rewards, and state-of-the-art security features. Below, you’ll find answers to some of our most frequently asked questions, like how to get and activate your debit card, change your PIN, and contact customer service online. 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.
 
 
To activate your new Debit Mastercard, you may
  • 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.

There are numerous reasons why a card may be declined.  Most common reasons include a damaged EMV chip, exceeding transaction limits, or insufficient funds.  Please call our Customer Support Center at 866-882-2265 during our extended Express Banker hours of 7am-8pm Monday through Friday and 8am to 2pm on Saturday or visit one of our Citizens Bank branches for assistance.
Please call our Customer Support Center at 866-882-2265 during our extended Express Banker hours of 7am-8pm Monday through Friday and 8am to 2pm on Saturday or if after hours, please call 888-297-3416 to deactivate your Debit Mastercard.  Or you may also deactivate your card online from Digital Banking or the CitizensBank24 - Mobile app.

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.

Suspicious transactions may trigger a phone call, email, or text from our fraud monitoring service.  Please respond promptly to whichever communication method is used to validate charges.  It's very important that we have updated contact information for your account on file.
Individual debit card purchases are considered to be charged to your account when the merchant obtains a valid authorization against your card and are therefore not eligible for stop payment orders. If you have authorized someone else to regularly debit your account using your consumer debit card, you can stop any of these pre-authorized transfers. Here is how: Call 866-882-2265 or write us at Citizens Bank Customer Service, PO Box 1900, Elizabethton, TN 37643 in time for us to receive your request 3 business days or more before the payment is scheduled to be made. If you call, we may also require you to put your request in writing and get it to us within 14 days after you call.
Yes, your card will still work.  Just let us know if you are traveling, especially out of the country.  Often blocks are applied to select countries where fraud is common.
Yes.  Your minor child, at the age of 13, can have an account with a parent or legal guardian.  They may also have a Debit Mastercard with this account when the parent and/or legal guardian signs an addendum agreeing that they will be responsible for any transactions made on the  account by the minor child.
Yes on eligible consumer accounts.  Please refer to our Scorecard Rewards FAQs for more information regarding Scorecard Rewards.
Yes, please visit our Digital Wallet page for more information. 
You are able to completely manage your Debit Mastercard through the CitizensBank24-Mobile App.
  • 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. 

Yes, Mobile Deposit is built into the Mobile App.  You will need to download it from the Apple or Google Play stores in order to use this feature.

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.

Your Digital Banking login is the same for both desktop and mobile services.  If you have forgotten your User ID or Password, or currently do not have Digital Banking, please contact us at 866-882-2265 or customerservice@citizensbank24.com.
Citizens Bank requires a secure log-in to access information via the Digital Banking Mobile App.  No one is able to access your account without knowing your User ID & Password.  We also enlist multiple security layers, including data encryption to protect information sent and received.  In addition, the Mobile App never transmits or stores confidential data on customer devices and ensures that all private information sent shields personal details.
Yes, as long as your account is in good standing then you will be eligible for Mobile Deposit. 
You may deposit up to $1,000 in checks each business day. Customers with needs to deposit greater amounts, may submit a request by clicking here or contacting us at 866-882-2265.
Any checks made payable to the account holder(s).  The checks must be endorsed "For mobile deposit only," Citizens Bank with appropriate signatures. 

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.

You will receive notification via email (depending on your settings) that your deposit has been approved for processing as this email does not indicate the deposit was accepted.  
Securely store the check for 30 days.  After you have verified your deposit on your next statement, you should shred the check.  
No, you will be able to select the account you would like the deposit to go into, and our system will do the rest.
You will receive an error message informing you that the deposit cannot be accepted.  
If a check is returned, it cannot be redeposited via Mobile Deposit. You will need to bring that into the bank. 

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.  
Points balances are always available on ScoreCardRewards.com, or you can call Citizens Bank Customer Service at 866-882-2265.

Earning points is simple!

  1. Use your ScoreCard Rewards Debit Mastercard® for qualifying Signature-Based “credit” purchase transactions and receive 1 point for each $4 spent.
  2. 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.
After a minimum number of points, you will be able to use a sliding scale to indicate the amount of cash needed for the purchase.

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:

  1. Login and use the online shopping feature at www.scorecardrewards.com. 
  2. Call customer service at 800-854-0790. 
  3. 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:

  1. Travel awards, airline tickets, vacation packages, and cruises may be ordered by calling and speaking with a Travel Services representative. 
  2. Use the online travel booking site to obtain select air awards. 
  3. Purchase additional airline tickets and make car and hotel reservations online. 
  4. Travel Services Representatives can assist with booking both purchased as well as redeemed awards travel items.  
Call ScoreCard Rewards Customer Service at 800-854-0790.
Yes, we do allow users to combine their credit and debit card points and/or combine cards from others in their household.






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