FAQ

Citizens Bank & Trust

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Where is Citizens Bank & Trust?

Citizens Bank & Trust is headquartered in Guntersville, AL at 711 Gunter Avenue. We also have branches in the following North Alabama markets: Albertville, Arab, New Hope, Cullman, Hazel Green, Rogersville, and Elkmont. See full location information.

What type of bank is Citizens Bank & Trust?

Citizens Bank & Trust is a local community bank owned by mostly local shareholders.

What kind of services does Citizens Bank & Trust offer?

We offer most services you would see at any bank. Checking accounts, savings accounts, certificate of deposits, IRAs, money market accounts, residential mortgages, home equity loans and lines of credit, commercial loans, and treasury management services.

What are your hours?

View our locations and hours here.

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Checking

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How do I open a checking account with Citizens Bank & Trust?

A Citizens Bank & Trust checking account can be opened in one of our eight offices or online at citizensbanktrust.com.

Is there a minimum opening deposit?

Yes, the minimum opening deposit for most accounts of $25.00 and varies for others.

Will my checking account have a monthly fee?

Our Citizens® Cash, Cash Back, and Student accounts are rewards checking accounts and do not have a monthly fee; however, you must receive online statements to qualify for these accounts. Citizens Basic Checking has a $7.95 monthly maintenance fee and Citizens One has a $2.50 monthly maintenance fee.  Primary account owners of the Citizens One account must be at least 62 years old at account opening. 

What’s the difference between Citizens Cash and Citizens Cash Back Checking?

While neither have a fee, they pay different rewards. You must receive online statements to have these accounts.

  • Citizens Cash® earns you interest on your account balances and ATM refunds up to $10.00 per month if you meet monthly activity requirements.
  • Citizens Cash Back® earns you cash rewards up to $7.50 monthly for debit card purchases once monthly activity requirements are met.
  •  The monthly requirements for both accounts are:
    • Have at least 10 debit card transactions post and settle during the monthly qualification cycle
    • Have at least one ACH transaction (deposit or withdrawal) during the monthly qualification cycle

What’s Citizens Basic Checking?

Citizens Basic Checking has a monthly maintenance fee of $7.95. You can eliminate your fee by receiving online statements or having at least 10 debit card transactions post and settle during the monthly qualification cycle. If you do both of these, you also get nationwide ATM refunds up to $10.00 per month.

How do I make deposits into my checking account?

You can make deposits into your checking account at one of our locations or by using mobile deposit within the Citizens Bank & Trust app on your mobile device.

What is my account routing number?

The bank’s routing number is the same for all accounts and is 062206431.

What is a routing number?

A bank routing number identifies a particular bank in the federal reserve system and various other money movement systems (wires, ACH, etc.). Every Citizens Bank & Trust customer has the same routing number and a unique account number.

How do I stop payment on a personal check?

You can use our online stop payment form within Citizens online banking or call use at 256-505-4600. A stop payment request must be received before the check has cleared. 

Can I make mobile check deposits into my checking account?

You can deposit checks anywhere, anytime using our free mobile deposit feature on the Citizens Bank & Trust mobile app. Learn how here.

What is the proper endorsement for Citizens Mobile Deposit?

A proper endorsement on all mobile deposits includes (1) Your signature, (2) "For Mobile Deposit Only at Citizens Bank & Trust"

Are there cut-off times for Citizens Mobile Deposit?

Yes. Mobile deposits made by 3 p.m. on a business day will process overnight and will be available the next business day. Mobile deposits made after 3 p.m. will be available the second business day. All mobile deposits are subject to Citizens Cash Availability Policy which may delay funds availability. 

Does this account come with a debit card?

Yes, all Citizens Bank & Trust accounts come with a free Visa® debit card. We can print the card and give it to you instantly at our Albertville, Arab, Guntersville, and Cullman offices. There is a daily debit card POS cash limit on debit cards. Please contact the bank for limit amounts. 

How can I set up my direct deposit?

If you don’t know if your employer offers the service, contact your employer’s payroll department or supervisor. If your employer offers this service, they’ll provide a form to complete and you will need to provide your employer with the following:

  • A voided check
  • Our routing number — 062206431
  • Your unique account number
  • For Social Security/Supplemental Security or other federal government benefits, call the Social Security Administration toll free at 800-772-1213.

How do I close my checking account?

Stop by any office location to see customer service representative or complete our convenient online account closure form. If verified, we will mail a check for any remaining collected funds balance to the address we have on file. An overdrawn account must have a deposit before closing.

How do I remove someone from my checking account?

To remove someone from an existing account, the account usually needs to be closed and new one opened with just the new owners. This is because there may be outstanding checks or payments attributed to the deleted owner that would no longer be valid without them being on the account. Typically, we remove an account owner only if he/she is deceased.

How do I add a Power of Attorney (POA) or Trustee to my account?

To add a POA, the bank would need a copy of the POA. This can only be completed in a bank office and requires a bank legal review before completed.

How do I transfer funds from one account to another?

You can transfer funds easily via in branch or through online banking.

How do I change the name on my account?

Stop by your nearest branch with a valid ID card and your Marriage Certificate or License. In the case of a name change resulting from divorce, bring your Decree of Dissolution of Marriage. In the event of other occurrences such as adoption, bring any official document that specifies the new name, such as a court order.

What information do I need to bring to open an account?

You’ll need to bring two forms of identification (including a government-issued photo ID such as a driver’s license, passport or state ID card), which should include your current address. Otherwise a utility bill or new apartment lease will be required to verify your address.

Is there a hold on my check deposits?

The bank’s funds availability policy applies to all account check deposits. Our complete policy is below for your reference. View our policy here.

How do I dispute a debit card transaction?

If you have a transaction that you would like to dispute please contact our call center or your local branch. We can accept your dispute by phone or in person.  

How do current balance and available balance differ?

Your available balance is the money in your checking or savings account that's currently available to you. This balance is updated throughout the day with most pending transactions you might make — getting cash from the ATM, paying for lunch with your debit card, transferring funds over the phone or online, cashing a check in the branch, sending money via a wire transfer, etc. The available balance reflects any pending or cleared/processed transactions, and any holds except paper checks that have not yet been received by the bank for payment or debit card transactions that a merchant (a gas station for example) has not yet processed.

Your current balance (also called ledger balance) is the actual amount in your account and does not change throughout the day. It does not include holds or pending transactions. Always use your Available Balance, less any outstanding paper checks you have written and scheduled payments from your account, to calculate how much you can spend from your account without going into overdraft.

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Debit Card

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Are there ATM fees?

An ATM fee may be charged by the ATM owner to anyone who is not their customer to use their machine. The ATM will ask you to accept the fee before using their machine. Citizens Bank & Trust charges a fee to non-customers to use our ATMs.

What is the daily ATM withdrawal limit?

Most of the time we set your daily ATM withdrawal limit to be $500, but this is also dependent on the ATM machine you’re using. The ATM machine could limit a maximum withdrawal for a lower amount.  You can request a higher limit through or use Card Controls on our mobile banking to set your limit lower yourself.

What is the daily point of sale purchase limit?

The daily debit card POS cash limit is set to $2,500 for consumer cards and $5,000 for business cards.

Can I use my card internationally?

Yes, but you need to let us know to unlock your card.  Debit card fraud is rampant and we usually have international transactions blocked. If traveling internationally, please contact your local Citizens Bank & Trust office or call
256-505-4600.

Please note: Although we may unlock your card, any transaction can be declined if our fraud detection system detects fraud. If this occurs, our fraud center will contact you through phone or text to verify the transaction and unblock the transaction. 

What number do I call to report my card lost or stolen?

To report a lost or stolen debit card please call 1-800-.472-3272.

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EMV

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What is EMV?

EMV stands for Europay, MasterCard® and Visa®. EMV Chip Technology is becoming the global standard for credit card and debit card payments. This smart chip technology features credit and debit cards with embedded microprocessor chips that store and protect cardholder data. This standard has many names worldwide and may also be referred to as: “chip” and “signature.”

Are my EMV chip cards more secure than regular magnetic strip cards?

Yes. All Citizens Bank & Trust Visa® Debit Cards come with built-in EMV Chip Technology to provide you with greater fraud protection when using your card at a chip-activated terminal. Your EMV Chip Card is not only secure — it’s also easy to use. When you use your card at a chip-activated card reader, the embedded EMV Chip generates a one-time use code. This code is virtually impossible to counterfeit and helps reduce in-store fraud.

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ACH Transactions

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What are ACH debits?

ACH transactions are processing through the Automated Clearing House (ACH), which banks send daily files to process money movement.  ACH debits are payments electronically taken directly from your savings and/or checking account because you provided your bank routing number and account number to the company. These could include credit card, mortgage or utility bill payments that you authorized your merchant to electronically take from your account.  For example, when establishing your electric bill payment through the company’s website or customer service, you are asked to provide your account number and financial institution’s routing number. Another example is when you start an account with internet companies like PayPal® or Amazon®; you may give them permission to automatically debit your account for purchases on their site by also providing your account number and financial institution’s routing number. In either case, through the ACH network, the merchant will electronically withdraw funds directly from your account for your authorized payment.

Important Notes:

ACH debits do not include charges made with your debit or credit card. While still taken/ debited from your account, these are processed through a card network like Visa® or NYCE®.

What is same day ACH processing?

The ACH network has recently implemented same day processing as a possible processing option for merchants.

What does this mean for you?  In the past, you could pay a bill at the merchant’s website, even on the very day the bill was due to avoid late fees, and not see the ACH debit from your checking account until the next day. With same day ACH processing, merchants can now process same day ACH debits from your account, if you made the payment to the merchant before 2:45 p.m. — so make sure you understand your merchant’s processing and you have enough money in your account to pay scheduled payments.

You can also schedule same-day ACH payments through the bank’s online banking bill payment service for a nominal fee.  This is when you are sending the payment to the merchant.

What are examples of ACH transactions?

ACH Direct Deposit: This transaction occurs when you receive funds directly into your account, such as your payroll check, government benefits, taxes and other refunds, retirement benefits, etc.

ACH Credit: These ACH transactions are payments you make to merchants through the bank’s online banking bill payment service. This can be confusing for many customers because they often think a “credit” is a deposit into the checking account. Although the funds are still debited from your checking account to pay the bill, it’s called an ACH “credit” because you are sending the money to your merchant versus them taking it.

ACH Debit: This ACH transaction pulls funds directly from your savings or checking account. If you initiate payments for your mortgage, credit card or utility bill with the merchant, in person, on the phone, or through their website, the merchant uses your account number and routing number to withdraw the payment from your account.

Important Notes:

ACH debits do not include charges made with your debit or credit card. While still taken/ debited from your account, these are processed through a card network like Visa® or NYCE®.

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Apple Pay

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How secure is Apple Pay?

Apple Pay is considered to be more secure than using an ordinary plastic debit or credit card.

  • Every transaction on your iPhone or iPad requires you to authenticate with Touch ID or your passcode.
  • Your card number and identity aren’t shared with the merchant, and your actual card numbers aren’t stored on your device or on Apple servers.
  • Apple Pay does not store details of your transactions. Your most recent transactions can be viewed in Wallet, but only for your convenience.

How do I set up Apple Pay on my iPhone or iPad?

To use Apple Pay, you need to first add a debit, credit, or store credit card into your Wallet App.

  • Be sure your cellular data is on for the Wallet App. To do this, go to Settings, scroll down to find the Wallet App to turn it on.
  • To add your Citizens Debit Card on your iPhone, open Wallet and tap in the + on the upper-right corner. If you do not see the app icon on your home screen, look in the “Extras” category folder.
  • If you already have your card on file with iTunes, you can quickly add it by typing in the security code when prompted.
  • You can also choose to add a different card using the iSight camera or by entering your card information manually.
  • We will verify adding the card to Apple Pay and may ask you to provide more information to complete the verification process.
  • To add a credit or debit card on iPad, go to Settings > Wallet & Apple Pay, tap Add Credit or Debit Card, then follow the same steps for iPhone above.

How do I set up Apple Pay on my Apple Watch?

Apple Pay for Apple Watch can be used on iPhone 5 and later.

  • To add a card already set up on your iPhone:
    • Go to the Apple Watch App and click the My Watch tab.
    • Scroll down and click Wallet and Apple Pay.
    • Tap “Add” next to the card you want to add and follow the instructions.
  • To add a new card:
    • Tap add debit or credit card, click next and follow the instructions.

Where and how can I use Apply Pay?

Apple Pay can be used at any store that has a contactless payment method on their card machines. Look for these symbols to know that you can make your purchase with Apple Pay. Once prompted, simply hold your device over the contactless card reader with your finger on the home button to activate the Touch ID. That’s it.

To pay with your Apple Watch, double-click the side button and hold your watch over the reader. Note: The default card will show, but if you want to change cards, just swipe.

To make in-app purchases, look for these symbols within the payment options to pay with Touch ID:

Will I have to sign a receipt when paying with Apple Pay?

Depending on the store and the transaction amount, you may need to sign a receipt when paying with Apple Pay.

What happens if my iPhone, iPad, or Apple Watch is lost or stolen?

Apple Pay requires you to use Touch ID or passcode in order to successfully make any purchase. These components prevent other people from using Apple Pay on your iPhone, iPad, or Apple Watch who do not have access or permission to use those features.

What should I do if my iPhone, iPad, or Apple Watch is lost or stolen?

You can go to icloud.com/find or use the Find My iPhone app to suspend or permanently remove the ability to pay from that device with Apple Pay. Your cards will be suspended or removed from Apple Pay even if your device is offline and not connected to a cellular or Wi-Fi network. You can also call your bank to suspend or remove your cards from Apple Pay.

Can I continue to use my plastic debit or credit cards if I suspend or remove my cards in Wallet?

When you suspend or remove your cards in Wallet, it does not affect the actual plastic cards you carry. You may still use your plastic cards whenever you would like to make a purchase.

Other Notes

The first card you add into Wallet will be your default card. To change your default card, open Wallet, touch and hold the card you want to make the default and drag in front of the other cards.

To change the default on your iPad, go to Settings > Wallet & Apple Pay, tap “Default Card” and choose a new card.

To change your default card on your Apple Watch, open the Watch app on your iPhone and tap the My Watch tab, scroll down and tap Wallet & Apple Pay, tap “Default Card” and tap a card.

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Samsung Pay

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What is Samsung Pay?

Samsung Pay is a mobile payments service that allows users to make secure in-store purchases by using their latest Samsung smartphone device.

On what devices can I use Samsung Pay?

Samsung pay is available on Galaxy Note8, Galaxy S8, Galaxy S8+, Galaxy S7, Galaxy S7 Edge, Galaxy S7 Active, Galaxy S6, Galaxy S6 Edge, Galaxy S6 Edge+, Galaxy S6 Active, and Galaxy Note5 smartphone devices, as well as Gear S2* Sport, Gear S2* Classic, Gear S3 Frontier, and Gear S3 Classic watches.

Is Samsung Pay secure?

Like other mobile payments services, Samsung Pay is more secure than using a regular plastic debit or credit card to make purchases. When you make a purchase with Samsung Pay, your card number and information is never sent to the merchant. Instead, a “token” takes the place of your account number for each purchase. The “token” is the number used to complete your transaction, so your real card information is never used. Payments are also only authorized by your fingerprint, iris or PIN, and Samsung uses their Samsung Knox technology to monitor your phone and data. This provides a few layers of security so your information is always safe.

How do I set up Samsung Pay on my device?

To get started with Samsung Pay, you first need the Samsung Pay app. The app is pre-downloaded on most devices, but if you can’t find it on your particular smartphone, go to the Google Play Store and download it from there.

Once in the Samsung Pay app, you will be asked to log into your Samsung Account. After you successfully log in, you will be asked to add your fingerprint. This will be used to authorize your transactions. Once added, you will set up a backup password and your Samsung Pay PIN.

Once your security is set up, you can go ahead and add your Citizens Visa® Debit card by selecting “Add Card.” The app allows you to use your camera to capture the card information, or you can enter the information manually. Continue through the Add Card instructions by entering all required information. You will then be asked by your bank to verify the card with an email, text or phone call verification code. You may choose how you want to receive the code. Once the code is received and entered, your card will successfully be set up and ready for use!

How do I use Samsung Pay?

You can use Samsung Pay at almost all point-of-sale systems, including the older magnetic stripe terminals. Simply swipe up on your Samsung phone, verify your fingerprint and hold the back of the phone over the payment terminal.

What happens if my phone is lost or stolen?

Transactions cannot be authorized without your fingerprint verification or correct Samsung Pay PIN. This feature prevents other people from using Samsung Pay on your smartphone. For extra security, you can use your Samsung Account and log in to “Find My Mobile” at http://findmymobile.samsung.com. From here, you can lock Samsung Pay on your device or completely erase the cards that are held within the app. You can also locate the phone on a map.

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Google Pay

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What is Google Pay?

Google Pay is the fast, simple way to pay on sites, in apps, and in stores using the cards saved to your Google Account. It protects your payment info with multiple layers of security and makes it easy to send money, store tickets, or cash in on rewards — all from one convenient place.

On what devices can I use Google Pay?

Google Pay works on Android devices running KitKat 4.4 or higher.

Is Google Pay secure?

When you use your phone to pay in stores, Google Pay doesn’t send your actual credit or debit card number with your payment. Instead, a virtual account number is used to represent your account information — so your card details stay safe.

How do I set up Google Pay on my device?

Adding your Citizens Bank & Trust Visa® Debit Card takes just a few minutes. First, download the app from Google Play or check to see if it’s already installed on your device. Then, open the app and follow the instructions. Google Pay works on Android devices running KitKat 4.4 or higher.

How do I use Google Pay?

Google Pay works anywhere you see the symbol at checkout. Just unlock your phone and hold it near the terminal. You don’t even need to open the app.

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Mobile Banking

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How do I access mobile banking?

You must have a deposit or loan account to access mobile banking.  You can download the app for Apple® and Android devices and enroll through the app.

Use the Citizens mobile banking app, available in the Apple or Android app store. Simply search “Citizens Bank & Trust AL”. The mobile banking app is available for Apple and Android devices and will have our diamond C logo.

Please also see our mobile banking web page to learn more.

How much does mobile banking cost?

Mobile banking is *free to our customers.

*Third-party fees for data, messaging, Internet may apply.

What can I do with mobile banking access?

With mobile banking you can see your account history, transfer funds between Citizens accounts, pay bills, manage debit cards, and make mobile deposits.  You can also send money with Zelle®.

What does my device need in order to connect to mobile banking?

You must have Internet access, either through a data plan or through Wi-Fi, in order to access mobile banking.

Is mobile banking secure?

Yes. When you access mobile banking, you are connected to our secure online banking site. Should anyone try to access your account from an unrecognized device, they will be asked to answer security questions previously set-up by yourself. This enhanced login security feature ensures that only you can access your account information.

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Mobile Deposit

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What is mobile deposit?

This is a secure service offered by Citizens Bank & Trust that allows you to deposit checks, electronically, to your Citizens account(s). Through our online banking app, you can use your iPhone or Android mobile device to make deposits with your camera.

What are the requirements to use mobile deposit?

You must be 19 years of age or older with a valid email address. You must also be a registered Citizens Bank & Trust online banking app user.

Is there a fee for mobile deposit?

No, this service is free* for Citizens Bank & Trust customers. *If using your mobile device, message and data rates may apply from your mobile carrier. Check with your provider for specific fees and charges.

How do I sign up for mobile deposit?

Once you download the Citizens Mobile App, mobile deposit is available. Citizens Bank & Trust reserves the right to revoke access to mobile deposit if fraud is detected.

How do I deposit a check using mobile deposit?

Log into Citizens Bank & Trust Mobile app

  • Click Deposit
  • Click Continue

Check MUST be properly endorsed on back with ALL requirements:

  1. Your Signature
  2. "For Mobile Deposit Only at Citizens Bank and Trust" 

Once check is properly endorsed:

  • Click Continue
  • Place check on a flat, surface with a dark background and good lighting.
  • Choose “Front” to take Front image of check
  • Ensure check is align within the provided window
  • Click green check mark when image is clear and complete
  • Tap “Back” to take Back image of check
  • Ensure check is align within the provided window
  • Click green check mark when image is clear and complete
  • Choose Deposit To account (must match account listed on the back of check)
  • Click Amount and enter amount of check
  • Click Continue
  • Pop-up will appear for Approval
  • Funds Availability Notice will be provided
  • Click Continue
  • Pop-up will appear “Your deposit has been successfully submitted”
  • You will receive an email notification of “Deposit Received”
  • You will receive a second email notifying if Mobile Deposit is “Approved” or “Rejected”

What types of accounts does mobile deposit work with?

Acceptable checks:

Single-party, domestic checks made payable to the owner(s) of the Citizens Bank & Trust account.

Unacceptable checks:

  • Foreign checks
  • Third party checks
  • Photocopies of checks
  • Items stamped “non-negotiable”
  • Incomplete checks
  • Stale-dated or post-dated checks
  • Checks that contain evidence of alteration to the information on the check
  • Checks purported to be a lottery or prize winning
  • Checks previously submitted for deposit
  • Money Order checks that do not look like a normal check.
  • Checks that are not endorsed properly for mobile deposit

Are there any deposit limits?

Yes. Contact your local Citizens Bank & Trust office to learn more.

Do I need to include a deposit slip with my mobile deposit?

No. Mobile Deposit generates an electronic record with each deposit.

How many checks can be included in the one deposit? Can multiple deposits be submitted each day?

Only one check can be deposited at a time and multiple deposits are allowed up to your daily deposit limit. 

When will my deposit be credited to my account?

Deposits made by 4 p.m. during regular business hours will process and be available the next business day. Deposits made after 4 p.m. during regular business hours will be available the second business day. All mobile deposits are subject to Citizens Bank & Trust Funds Availability Policy and Procedures.

Is the check hold policy different when checks are deposited through mobile deposit?

The check hold policy is usually the same as defined in the Funds Availability Disclosure, exceptions may apply because of image quality, a mismatch on the written amount and numerical amount, endorsement issues, and/ or collectability concerns.  If this is the case, you will be notified by a Citizens Bank & Trust employee.

What should I do with the check once it has been deposited through mobile deposit?

You must securely store each original check(s) for a period of seven (30) days after you see the deposit credited to your account. You can destroy the original check(s) by shredding or another secure method. Please note, you are solely responsible and liable for the security and storage of the original checks and take full responsibility for any loss or misappropriation of these checks.

Never attempt to cash or deposit the check at another bank, as this would be considered fraud.

How do I get a copy of my deposit?

On the Citizens Mobile App, select Deposit and then click the Deposit History to see all mobile deposits within the past 30 days.

How long is my deposit history available for viewing?

Online banking history is available for two years. 

How much time do I have to complete my deposit?

You have 10 minutes to complete your deposit before you’re logged out of the app.

If I have questions, where can I go to receive help?

You can check out this video for help or contact us at 256-505-4600.

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Online Banking

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How do I access online banking?

To access online banking, you must be a registered user. You can register for access through our home page by clicking “Enroll” or once you’ve clicked the online banking button at the top of our website.

How much does online banking cost?

There is no charge to use online banking. Some services available through online banking, such as a stop payment, would still apply. Please see our fee schedule.

What can I do with online banking?

Online banking gives you access to conduct your banking needs anytime, anywhere. Some features include:

  • View account balances and transaction history
  • Card control with Citizens Card Valet
  • Send money with Zelle®
  • View, print and save your online statements.
  • Schedule future and recurring transfers and bill payments
  • Set up account notifications
  • Search your account history
  • View check images
  • Place a Stop Payment
  • Make loan payments
  • View deposited images
  • Set up external accounts
  • Add new account to online banking
  • Change security settings

Can I use online banking on my mobile devices?

Yes! Our online banking is mobile optimized so you can access it on your smartphone and tablet. You can also download our mobile app! (Available for iOS and Android devices)

Are there additional services that require a fee?

Additional services like placing a stop payment or ordering checks online would still incur the normal fee for those services. Contact the bank at 256-505-4600 with any questions.

Is online banking secure?

Yes. We employ a number of industry-accepted security practices, including firewalls and encryption, to safeguard the privacy of your personal information.

Should anyone try to access your online banking account from an unrecognized device, they will be prompted to verify their identity to answer security questions previously set-up by yourself. This enhanced login security feature ensures that only you can access your account information.

Can I set up recurring transfer?

Yes. Once a transfer is created, there is an option to set as recurring.

What is a pending transaction? 

A pending transaction is a transaction that has not been posted to your account, but is reflected in your available balance. A debit card purchase may be pending until the merchant sends in the final transaction for payment. Remember, in situations where there is a gratuity amount (such as restaurants and barber shops) or estimated authorization amount (such as gas stations and hotels), the final transaction amount submitted by the merchant may differ from the original pending transaction amount. The bank will know the final transaction amount once the merchant sends it to us.

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Online Statements

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What are online statements?

Online statements are your monthly statements.  You can view, print and save each of these documents and access them any time. You have (2) years of statement history, with your check images available. Note: This statement is history is history only from Citizens Bank & Trust, not your history from other financial institutions. 

Why should I use online statements?

It’s just like receiving your documents in the mail but more convenient! Statements are stored online for anytime access. You will receive your documents 3-4 days earlier than regular post mail. Plus, you will be going “green” while reducing your mailbox clutter. 

Where can I find online statements?

Online statements are accessible in the statements link within your account home screen. You must be enrolled to view statements online.

How do I enroll?

You must use the desktop site to enroll. Login to your online banking account, select your account number, and click the statements link and follow the steps.

If I enroll for online statements, will I continue to receive these documents via U.S. Mail?

No. Once you’ve enrolled in online statements, you will no longer receive them in the mail.

Are online statements free?

Yes!  There is no charge for this service (nor a charge for mailed statements either).

Are my online statements secure and safe?

Yes. Your online statements are stored behind online banking which is protected by firewalls and encryption codes. We have chosen a very secure system in order to keep your private information safe.

How do I unenroll from online statements?

You must use the desktop site to unenroll. Login to your online banking account, select your account number, and click the statements link and follow the steps to unenroll.

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Online Bill Pay

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How do I access Bill Pay?

Bill Pay services can be requested through online banking. Once setup, Bill Pay can be accessed through online and mobile banking.

Can I make a payment to anyone?

Yes. You can set-up a bill pay payment to any person and/or company within the U.S. 

How do I make a payment to a payee?

Have your payee billing information ready. From the Bills and Payments section, you will need to add a company or person and enter the payee's billing information (name, billing address, contact number, and your account number with the payee, etc.). Once payee is setup, you will to initiate a payment amount to the payee.

Where is my payment sent?

Payments are sent to the information you provide for the payee's billing information.

When are payments issued to my payees?

Payments are issued to the payee on the pay date that you choose when you initiate the payment.

How do I know when a payment has been sent?

When you check the payment status, if "Pending" is displayed, the payment has not yet processed. If "Processed" payment has been sent.

When will my payments be debited (withdrawn) from my checking account?

Your account will be debited on the date chosen for the "Pay Date" when the payment is initiated.

How do I cancel a payment?

If the status of the payment is "Pending", there will be cancel option displayed. If the payment status is "Processed" please contact Citizens Bank & trust for available options to cancel a payment.

What options do I have for scheduling recurring payments?

Any Bill Pay payment can be setup as recurring. You can set the amount, frequency, duration of recurring payments and notifications of when the payments are made.

What happens if I do not have enough money in my checking account to cover a bill?

If you do not have enough money in your account to cover a bill, but you have qualified for overdraft privilege, your account will be overdrawn to pay the bill as long as the total overdraft does not exceed your pre-set overdraft privilege limit. If your account does not have an overdraft privilege limit because you chose not to accept overdraft privilege, or if it has been removed from your account due to inappropriate account management the bill will not be paid.  

If you have any questions about our overdrafts or our overdraft privilege product, you may contact our overdraft administrator or your local branch.

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Online Banking Security

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Is online banking safe?

Security is a top priority at our bank and we work to keep your information safe and secure. Encryption is used on our website whenever you are asked to enter confidential information such as your personal account data. Using encryption between our server and your browser, we are able to encrypt or scramble the information to create a private session that only you and the Citizens systems can understand. You can tell you have entered a secure session in several ways. Whenever you see an unbroken key or a locked padlock icon on the bottom of your browser screen, you have entered an encrypted session. In addition, when your session changes from "http" to "https," it has been encrypted.

In addition to encryption, we protect your account information by placing it under access controls requiring an Online ID and password. When you finish your banking, select Log Out in the upper right corner of the page to end your session (do not use the back button). This ensures the next time you or anyone else tries to view the page, they have to log in to view account information. For added security during logoff, close your browser, especially if you are using a computer in a public facility such as an airport or library.

What is phishing?

Phishing is a scam criminals use to obtain unsuspecting victims' private information. They create phony websites using well-known companies and brands. Then they then send email messages with links to these sites hoping people will provide personal information they can steal.

What should I do with a phishing email?

All phishing emails should be deleted from your inbox. If you clicked on the link and responded with personal information, you should report it immediately to the bank in order to initiate possible fraud prevention procedures.

How do I respond to email text and phone fraud?

Fraud schemes known as phishing are more common these days. While phishing has typically been associated with unsolicited emails, scams may also be initiated through text messages and toll-free numbers, all attempting to steal valuable personal and financial information from unaware consumers.

Never respond to emails, texts or phone calls asking you to verify account or personal information or those asking you to reactivate a service. Learn more about protecting yourself online.

What is a spoofed website?

A spoofed website is one that mimics a well-known company's website to lure you into disclosing confidential information. To make spoof sites seem legitimate, thieves use the names, logos and graphics to make it appear legitimate.

How do I identify a phishing email?

A phishing email typically appears to be from a well-known, reputable company and includes an urgent or time-sensitive message requesting you to act immediately. The goal is to persuade you to click on a link embedded in the message, or to call a phone number and provide personal information.

What are some common scams?

Many scams are physical such as job, lottery, dating, shipping, and telephone-related scams. Online scams such as installing malware or malicious code, phishing and spoofing are also very common.

How do criminals get email addresses?

Criminals normally find email addresses on the Internet. This is why you should be careful about who you give your email addresses to. Citizens does not share customer information with other companies, but many companies do sell or share this information with other companies.

What should I do if I’ve been a victim of consumer online banking fraud?

Any information you provided in response to a phishing email can be used for fraudulent activity. If you've responded to a phishing email or suspect that malicious code has been installed on your computer, you should perform a scan using anti-virus software. You might also want to have it checked out by a computer repair shop. Report fraud immediately by calling us at 256-505-4600 or visiting a local Citizens Bank & Trust office.

How do I know if my banking session is encrypted?

You can determine if you are in a secure session by looking for a lock icon in the status bar of your browser or for an “s” in the web address at the beginning “https.” Not all web browsers display lock icons, but all browsers offer information on the level of security they provide.

Try to use the most current version of one of the following browsers: Microsoft Edge, Google Chrome, Safari, or Mozilla Firefox. If you elect not to upgrade your browser, your experience may not be optimal and your browser may not support the latest standards for safe and secure transactions.

What can I do to protect my account information?

  • Do not share your Online ID.
  • Keep your password private. A Citizens employee will never need to know your password, and you should never furnish it to anyone.
  • Change your password often and choose a password that is difficult to guess.
  • Make sure no one is watching when you enter your Online ID and password.
  • Log out before you leave your device, especially if using a shared or public computer.
  • Avoid logging into or conducting online banking activities on public and shared computers.
  • Take care with browser features such as auto-fill, and be aware that if you choose to activate this feature, anyone with access to your computer may be able to log in.

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Mortgages

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What is the difference between the interest rate and APR?

Your interest rate is the particular amount of interest which a borrower is required to pay to a lender for borrowing a particular amount of money. The Annual Percentage Rate (APR) is the cost of funds for an entire year expressed as a single percentage rate. It includes interest and certain non-interest fees and charges, such as the origination fee, points, private mortgage insurance, underwriting and processing fees. While your interest rate is the rate at which you will make your monthly mortgage payments, the APR is a universal measurement that can assist you in comparing the cost of mortgage loans offered by different mortgage lenders.

What are the closing costs?

Closing costs include to credit report fees, appraisal fees, title insurance fees, attorney fees, prepaid interest, and documentation fees. Other fees and charges specific to a particular transaction may apply. These items are usually different for each customer due to differences in the type of mortgage, the property location and other factors. You will receive a Loan Estimate of your closing costs in advance of your closing date for your review.

Which amounts are included in my monthly payments?

If you have a fully amortizing mortgage, portions of your monthly mortgage payment go toward loan principal and interest. Interest-only mortgage payments include only the interest that is due on the outstanding principal balance. If your mortgage requires mortgage insurance, a portion of your monthly mortgage payment will pay this also, unless the lender has paid your mortgage insurance, or you have paid your mortgage insurance upfront. If you have set up an escrow account portions of your monthly payment will go toward your property taxes and homeowner’s insurance.

Can I lock in my interest rate when purchasing a home?

Yes, the bank provides a variety of options to lock in your interest rate. Locking your rate means that the lender agrees to provide you with your mortgage at a particular rate, and that it won’t go up (or down) between the time you lock it and the time that you close on your home provided the loan closes within a certain time frame. If your mortgage is fixed-rate, your interest rate will remain the same throughout the life of the loan. If you have an adjustable rate mortgage (ARM) or a Balloon mortgage your rates may change during the term of the loan, this information will be provided to you prior to closing if you choose an adjustable rate loan. Mortgage interest rates fluctuate constantly. Locking  your interest rate can prevent an  unpleasant surprise if interest rates have risen during your house hunt.

What will my rate be?

Mortgage interest rates fluctuate constantly. Rates are based on factors such as the loan purpose, your credit history and ability to repay, the value of the collateral and the loan amount, and by economic factors unrelated to a particular borrower. 

How do I start the application process for a mortgage?

Make a convenient appointment with a member of our lending team or apply online.

What is an FHA mortgage?

FHA loans are government-insured loans through the U.S. Department of Housing and Urban Development, also called HUD. FHA loans offer an excellent start to first-time home buyers, with options such as a low down payment or a low closing cost option.

How does my escrow account work?

An escrow account is a separate account that holds funds for the purpose of paying certain expenses associated with home ownership. Some types of mortgage loans require an escrow account is set up with the lender to pay certain expenses associated with home ownership. Hazard insurance and property taxes are the two expenses most commonly escrowed; however, other expenses such as flood insurance, or condo fees may be escrowed as well if they apply. 

The lender collects the funds to be deposited into the account each month along with your monthly payment and then pays the bills for you when they come due. Spreading the cost of these expenses over the year, 1/12 of total cost is collected each month. This may make it easier for you to budget those expenses and you won't have to come up with additional cash when bills are due.  

When is my payment due date?

Your mortgage payment due date is listed on your monthly billing statement or coupon. A late charge is assessed if the payment has not been received and processed by the specified date. It is very important that you establish and maintain good credit by making sure your payment reaches us by the due date each month. Late payments can affect your credit record and score.

How do I know how much I can afford?

Just make a convenient appointment with a member of our mortgage lending team.

How much money do I need to buy a home?

A very common home buying misconception that exists is that a buyer needs a lot of money to purchase a home. This is not always the case.  

The amount needed for a down payment will vary from one mortgage product to another and from one lender to another.  There are costs involved in purchasing a home that many buyers don’t realize. In addition to the down payment, buyers also need to consider costs such as an appraisal cost, home inspection cost, insurance, and other various costs.

These costs and fees should all be taken into consideration when determining the amount of money needed to buy a home.  There are many ways a buyer can purchase a home with little or no money. A mortgage team member will provide a buyer with a breakdown of the lender costs and a real estate professional should be able to give a general idea on how much a buyer can expect to spend on miscellaneous fees such as inspections. To learn more, make an appointment with a member of our mortgage lending team.

Citizens Bank & Trust uses local appraisers, who understand the unique differences in our markets, to obtain the most accurate appraisal possible.

What documentation do I need to provide?

The documentation required for each loan differs depending on the loan program. Most mortgage loans require income, employment, and asset verification. Your mortgage lender will provide you with a list of items needed. 

Below is a common checklist:

  • Copy of photo ID for all applicants
  • Home address for past two years; if renting, include landlord contact information
  • Employment information for the past two years:
  • Name, address, phone number, hire date of current employer
  • Name, address, phone number, and employment dates of previous employer(s)

Income information:

  • Signed federal tax returns, as well as W-2, 1099, and K-1 forms for the past two years
  • Pay stubs for the past 30 days
  • Bank Statements — two months, all large deposits must be sourced
  • Insurance information — name and phone number of homeowner’s insurance company and agent
  • Seller/Agent information — Name and phone number of the seller and/or real estate agent
  • Purchase Agreement — If purchasing a new home, a copy of the signed purchase agreement/sales contract.

Is there a fee to submit my mortgage application online?

No. applying online or in person is always free.

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