help

Protecting You and Your Money

Is the Citizens Access website secure?

We take your security seriously. That's why we offer all the protections you would expect from a traditional banking account. And we're constantly evaluating new technologies to keep your information and money safe. Here is how we protect you:
-  24/7 fraud monitoring 
-  Secure information with Secure Sockets Layer (SSL) encryption   
-  Real-time account alerts    
-  Ongoing adoption of strongest password protocols          
-  Two-factor authentication

How do you use my information?

You authorize us to share information about you and your account with affiliates and third parties that assist us in servicing your account(s), unless the law or our Privacy Policy prohibits us from doing so. Please see our Privacy Policy for your choices about information sharing.

Will I be asked for my username or password via email or phone?

No, we will never ask you for your username or password through email or over the phone. If you’re unsure if an email or text message is really from Citizens Access, forward the suspicious message to abuse@citizensaccess.com and we’ll investigate.

To protect yourself from phishing emails you should never respond to emails requesting sensitive or confidential information (e.g., passwords, usernames, Social Security numbers). To further protect you from fraudulent links and phishing attempts, we advise you type website addresses directly into your browser rather than clicking links from within emails. Never open an email attachment unless it comes from a trusted source. 

What should I do if I suspect fraud on my account?

We are here to help. Please call us immediately at 888-201-6505 Monday - Friday 8AM - 10PM ET, Saturday 9AM - 3PM ET and Sunday 10AM - 3PM ET. When fraud is suspected, we will typically freeze your account immediately to prevent unauthorized activity and the fraud team will open an investigation.

What does Citizens Access do if you suspect fraud on my account?

When we suspect that irregular, unauthorized, fraudulent or illegal activities may be occurring in connection with your account, we may freeze your account pending an investigation of such suspected activities. If we place a freeze on your account, we will provide notice to you as soon as reasonably possible.

How are my deposits at Citizens Access insured by the FDIC?

Funds held in Citizens Access Online Savings accounts are automatically insured by the Federal Deposit Insurance Corporation (FDIC) up to the maximum allowed by law. FDIC insurance is backed by the full faith and credit of the United States government. Since the FDIC was established in 1933, no depositor has lost a penny of FDIC-insured funds. Citizens Access and Citizens Bank, N.A. are treated as the same entity for the purpose of calculating FDIC insurance limits and deposits, under the FDIC certificate #57957.  For more information about your own personal level of coverage, please visit the FDIC's Electronic Deposit Insurance Estimator (EDIE).

How much of my deposits are insured?

For more information about your own personal level of coverage, please visit the FDIC's Electronic Deposit Insurance Estimator (EDIE). Please note, Citizens Access and Citizens Bank, N.A. are treated as the same entity for the purpose of calculating FDIC insurance limits and deposits, under the FDIC certificate #57957.
 

How do I report suspicious emails or texts that appear to come from Citizens Access?

If you’re unsure if an email or text message is really from Citizens Access, forward the suspicious message to abuse@citizensaccess.com and we’ll investigate.