As you are aware, American Trust Bank merged with Citizens Bank on December 2, 2016. In order to get you ready for the transfer of your American Trust Bank account(s) to Citizens Bank systems, we have provided information about the changes coming in the next few weeks.

  • On the weekend of April 7-9, 2017 American Trust Bank and Citizens Bank systems consolidation will be completed. 

  • All online services will be taken offline during the conversion weekend Friday, April 7, 2017 at 6:00 p.m. and will become available again Monday, April 10, 2017 at 8:00 a.m. (EST).

  • Your American Trust Internet Banking account(s) will be moved to Citizens Bank system. (www.citizensbank24.com) You do not need to re-enroll on the Citizens Bank webpage. Your current login credentials will remain the same.
  • On Sunday, April 9, 2017, after 6:00p.m. you can begin using your new Citizens Bank Debit MasterCard instead of your American Trust Bank Visa Debit Card. Your ATB Visa Debit Card will expire the week of April 10, 2017. You should expect your new card to arrive in the mail the week of March 27, 2017.


Are any of my account number(s) changing?

  • Most account numbers will remain the same. If an account number change is necessary, we will contact you to help with the transition. 

Should I order new checks immediately?

  • No, your current checks will continue until your next check order.


Am I going to receive a new debit card?

  • Yes, a new Debit MasterCard will be arriving during the week of March 20th. However, activation will not be available until after 6:00 p.m. on April 9, 2017.

What if my new Debit MasterCard does not come by March 28th?

  • Call 1-866-882-2265 or stop by any Citizens Bank office.

When can I start using my new Debit MasterCard?

  • Sunday, April 9, 2017 at 6:00 p.m.

Can I still use my new Debit MasterCard at any ATM without a fee?

  • Yes, Citizens Bank will honor the current American Trust Bank program to reimburse ATM fees for their customers.

Will my automatic payments set up with my American Trust Bank Visa Debit Card carry over?

  • No, if you have payments tied to your ATB Visa Debit Card number, you will need to contact your merchant immediately after April 9, 2017 with your new Debit MasterCard number.

When can I expect my next statement by mail?

  • Your statement date will remain the same as in previous months.

Will I still receive my eStatements?

  • No changes are expected in the eStatement process and you will use your current login credentials for access.

Will there be a time when I will not be able to access my account through Internet Banking?

  • Yes, Internet banking will not be available from 6:00 p.m. on Friday, April 7, 2017 until 8:00 a.m. Monday, April 10, 2017. 

How do I get into Internet Banking after the April 10, 2017 systems conversion?

The drop down box will say BANK-BY-NET, then enter your CURRENT Internet Banking ID in the box provided (no need to enroll).

  • Click LOGIN. 
  • To provide additional security, Citizens Bank has an added layer of protection. CLICK Download Now to install the FREE Trusteer security application.
  • After download is complete, verify your security picture, if it is the same continue.
  • Insert your CURRENT Internet Banking password in the box labeled Bank-By-Net-Password. 

Will my Freedom Banking App continue to function?

  • No, the American Trust Freedom Banking App will not be active after 6:00 p.m. on Friday, April 7, 2017. 

Does Citizens Bank offer Mobile Banking?

  • Yes, Citizens Bank offers mobile banking.

When will I be able to use Citizens Bank Mobile Banking?

  • Beginning Monday, April 10th at 8:00 a.m.

How do I update my mobile device to allow for Citizens Bank Mobile Banking?

  • If you have an iPhone or iPad: Click Here to install the Citizens Bank Mobile Banking App
  • If you have an Android device. Click Here to install the Citizens Bank Mobile Banking App

Will my Mobile Banking user name and password by the same?

  • Yes, your login credentials will remain the same.

Will there be any changes when making a Mobile Deposit?

  • You will be able to continue using the mobile deposit feature from the Citizens Bank Mobile App. However, the daily cut-off time will be 6 p.m. EST starting April 10th.

Should I save my current Internet banking bill payment payees, account numbers and addresses?

  • No, your bill payment payees and history will transfer over.

Will bill payment automatic payments carryover into the new bill payment service?

  • Yes

If I have bills scheduled to pay during the conversion weekend, what happens?

  • These payments will be paid on the next business day, April 10, 2017.

How do I access telephone banking after conversion?

  • Call 1-877-543-8745 to access the new telephone banking system called Bank-By-Phone beginning April 10th. You will need to re-enroll by following the prompts provided during the call. 

Our staff is ready to answer your questions at any of our Knoxville Area offices, or call:

Citizens Bank Call Center at 1-866-882-2265

Knoxville - Homberg Drive at 865-588-1500

Knoxville - Baum Drive at 865-824-5700

Lenoir City at 865-986-7880

LaFollette at 423-562-2880

Knoxville Telephone Banking - 877-543-8745