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? Call 866-882-2265 (Express Banker extended hours Monday-Friday 7am - 8pm and Saturdays 7am - 2pm) or 888-297-3416 (after hours) or email customerservice@citizensbank24.com.

To activate your new card, you may call 800-290-7893 or through CitizensBank24 - Mobile (mobile banking) or through Bank-By-Net (online banking).

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 from Bank-By-Net 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.  Its 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.
You are able to completely manage your Debit Mastercard through the CitizensBank24-Mobile App.  
    • Turn your debit card on and off
    • 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
Click Here for complete instructions to set up Alerts and Protection through the Citizensbank24-Mobile App.