Citizens Bank
Online Banking Online Banking
FAQs

FAQs


 

 

 

Frequently Asked Online Banking Questions

Q: What is Online Banking?
A: Internet Banking is a tool that allows you to use a personal computer with an Online connection to conduct your banking online.

Q: What can I do with Online Banking?
A: You can view account balances and transaction history, transfer money, and download transactions to a personal financial manager and much more.

Q: When can I use Online Banking services?
A: With Online Banking, you have access to your account information 24 hours a day, 7 days a week!

Q: Is any of my personal information stored in the Online Banking product?
A: Yes, the Online Banking product securely stores your personal information such as name, address and birthdate, social security number, User ID, password and user preferences. For more detailed information about security with our online banking click here.

Q: How current is my banking information?
A: Your account information is updated real time with memo post transactions throughout the day and balances updated every business day during our daily system updates.

Q: What accounts will I be able to access through Online Banking?
A: You can access your checking, savings, certificate of deposits and loan accounts from the Online banking service. Our Online Banking Product is intended to give you as much access, security, and versatility as possible.

Q: How much account information can I view at once?
A: The system will automatically show the current month's transactions and information. However, by selecting View Account History, you can choose up to 24 months of activity or up to the date you enrolled in Online Banking if less than 24 months.

Q: Can I view my account details in more than one way?
A: Yes, you can view your accounts by date, check number, payee, amount or balance in ascending or descending order.

Q: What if all my accounts are not showing?
A: No problem, once logged on you can request an account to be added using the tab under "User Services". It takes about 24 hours before your account is visible.

Q: Can I receive my savings account statement online?
A: Yes, in fact you can add money market accounts to receive online. Images are available on the statements via a link. 

Q: How long will statements be available in the future?
A: 24 months worth of statements will be available to you beginning with the statement produced after your online banking account became active.

Q: Can I sign up for paperless statements?
A: Yes, when you log in to your online banking go to the "User Services" tab and choose eStatements Only.  You will be agree to the terms to Opt out of paper statements with the next statement cycle.

Q: What if I choose to receive my statements by mail again, can I change my option?
A: Yes, when you log in to your online banking go to the accounts then statements and choose to "opt back in".  Paper statements will begin with the next statement cycle.

Q: What do I do if I need a statement that is past the 24 months and is not available online?
A: No problem, just send us a message within your online banking using the "Message" tab and request the statements you need. We will send them back to you securely within online banking as an attachment.

Q: Can I place a stop payment on a check online?
A: Yes, we will accept your instructions to stop payment on a check. It is important to complete all fields and ensure information provided it is accurate. 

Q: What formats can I download my transaction history in?
A: Online Banking supports downloads to QuickenTM, QuickBooks™, Excel or as a comma-delimited text file.

Q: Can I schedule future transfers?
A: Yes Online Banking supports scheduling future and recurring transfers.

Q: How long can I be inactive before being logged out of the Online Banking product?
A:  For enhanced security the inactivity time out default is set for 10 minutes. This cannot be changed.

Q: Can I create my own password that is easy for me to remember?
A: Yes, however, passcodes are case sensitive and require at least 8 characters, you can go to the User Services Tab and change your password at any time.

Q: What happens if I forget or lose my password?
A: Just click the forgot passcode link at the login page and answer your preset security questions and you will be able to reset your password. If you are disabled for any reason you will need to contact our      Customer Service at (800)884-2070 and we will be happy to help you get back online.

Q: What if I don't see my question here?
A:  We are here to assist you, please contact one of our branch offices during banking hours or your can send a message through online banking securely, email us at customerservice@citizensbankal.com or afterhours 24x7 call our Customer Service at (800)884-2070.
 

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