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Frequently Asked Questions

Q. HOW DO I MAKE A LOAN PAYMENT USING A CREDIT CARD?

We offer several ways to make your monthly loan payment. Learn more.

Q. HOW DO I CHANGE MY DEBIT PIN?

  • You may call 877.965.3344 to change your PIN.
  • You can change your PIN in Digital Banking (Online or Mobile) by going to the “Manage Cards” tab.
  • Visit your local Citizens office to make an immediate personalized PIN change.

Q. WHERE CAN I FIND MY CHECKING ACCOUNT NUMBER?

Your account number comes after your routing number (051501150) on the bottom of your check.

Q. HOW DO I ORDER CHECKS?

You will need:

  • Routing Number (051501150)
  • Account Number
  • Zip Code

Order Checks

Q. HOW DO I REPORT A LOST/STOLEN DEBIT CARD OR FRAUDULENT ACTIVITY?

To report a lost/stolen debit card or fraudulent activity, call: 800.797.5790

Q. WHAT SHOULD I DO IF I HAVE BEEN LOCKED OUT OF MY DIGITAL BANKING ACCOUNT?

  • Locked Out – Call our Digital Banking Team at 304.636.4095 (option 2) or 800.797.5790, or use the Contact Us form.
  • Account Disabled – Due to inactivity (90 days without use) your account has been disabled. You may complete self-registration or call our Digital Banking Team at 304.636.4095 (option 2) or 800.797.5790, or use the Contact Us form.

Q. WHAT SHOULD I DO IF I FORGOT MY DIGITAL BANKING PASSWORD?

Forgot Password – Call our Digital Banking Team at 304.636.4095 (option 2) or 800.797.5790, or use the Contact Us form.

Q. HOW DO I ENROLL IN DIGITAL BANKING?

Complete self-registration here: Sign Up

Q. WHAT ARE THE DAILY ATM WITHDRAWAL AND DEBIT PURCHASE LIMITS?

  • ATM Withdrawal: $500
  • Debit Purchase: $1,000
  • You can request an immediate, but temporary increase in spending limits in Digital Banking (Online or Mobile) by going to the “Manage Cards” tab

Q. HOW DO I UPDATE THE ADDRESS LISTED ON MY ACCOUNT?

  • Sign in to your Digital Banking account and select “Messages” from the menu. Then select “Choose A Form” to submit and complete the Change of Address form.
  • If you are not enrolled in Digital Banking, you can complete the Address Change Request Form

Q, HOW DO I BLOCK MY DEBIT CARD IF IT HAS BEEN LOST OR MISPLACED?

  • Go to “Manage Cards” in Digital Banking to turn your debit card off. You can use this same feature to turn your card back on if you find it.
  • To report a lost/stolen debit card or fraudulent activity, call: 800.797.5790

Q. MY DEBIT CARD IS SET TO EXPIRE. HOW WILL I RECEIVE A NEW CARD?

  • Debit cards expire at the END of the month printed on the card. A new card will be issued during the month of expiration. You will receive your card via mail.
  • If you do not receive your new card by the end of the month, call our Digital Banking Team at 304.636.4095 (option 2) or 800.797.5790.

Q. MY DEBIT CARD BROKE. HOW CAN I GET A NEW ONE?

We offer instant-issue debit cards. Visit one of our locations and see a Personal Banker or Customer Service Representative for a new card.

Q. HOW DO I MAKE SURE MY DEBIT CARD WORKS WHILE TRAVELING?

  • Sign in to Digital Banking and go to the “Manage Cards” tab and select your card to set travel notifications. Enter your traveling dates, destinations, and major stops while on the road.
  • Or call our Digital Banking Team at 304.636.4095 (option 2) or 800.797.5790.