Identity Theft

Online Banking

Identity theft is the fraudulent use of some else’s personal information (such as social security number, name, date of birth or account number).  Your security is of the utmost importance at Citizens Bank.  We believe the best defense against online criminals is for us to keep you as informed as possible.  The information below can help you protect yourself against identity theft. 

Spam & Phishing

Cybercriminals have become quite savvy in their attempts to lure people in and get you to click on a link or open an attachment. The email Cybercriminals send can look just like it comes from a financial institution, e-commerce site, government agency or any other service or business. The email often urges you to act quickly, because your account has been compromised, your order cannot be fulfilled or another matter.

If you're unsure whether an email request is legitimate, try to verify it with these steps: Contact the person(s) directly;

• Contact the person(s) using information provided on an account statement or back of a credit card; or,

• Search for the person(s) online.

Please note that Citizens Bank will NEVER ask you to submit personal or account information via email or text. For your protection, any response to an email sent to you should be submitted through our secure website or by phone at 870-793-4441. If you receive an email or text appearing to be from Citizens Bank that asks for personal information such as account numbers or Social Security number, DO NOT REPLY. Please notify us immediately.

The resources listed below can help inform you of ways to protect your computer and yourself:



Spam is the electronic equivalent of junk mail. The term refers to unsolicited, bulk- and often unwanted- email.



Phishing attacks use email or malicious websites (clicking on a link) to collect personal and financial information or infect your machine with malware and viruses.

How Do You Avoid Being a Victim?

Don't reveal personal or financial information in an email, and do not respond to email solicitations for this information. This includes following links sent in email.

Pay attention to the website's URL. Malicious websites may look identical to a legitimate site, but the URL may use a variation in spelling or a different domain (e.g.,. com versus .net).

Keep a clean machine. Install and maintain anti-virus software, firewalls, and email filters to reduce spam.

Protect Yourself with these STOP. THINK. CONNECT.

When in doubt, throw it out: Links in email, tweets, posts, and online advertising are often the way cybercriminals compromise your computer.

If it looks suspicious, even if you know the source, it's best to delete or if appropriate, mark as junk email. Think before you act: Be wary of communications that implores you to act immediately, offers something that sounds too good to be true, or asks for personal information.

Secure your accounts: Ask for protection beyond passwords. Many account providers now offer additional ways for you verify who you are before you conduct business on that site.

Periodically contact the major credit reporting agencies to review your file for accuracy and have information relating to fraudulent transactions deleted.  The major credit reporting agencies are:

Equixfax-( or 800-685-1111

Experian-( or 888-397-3742

Transunion-( or 800)-888-4213

The Fair and Accurate Credit Transactions Act (FACT Act) also requires the three major credit reporting agencies to provide consumers with a free annual copy of their credit report.  You may obtain this free report at:  http//  or  by calling 877-322-8228.             

Please be sure to contact us regarding any questions you have in regard to how these security awareness notes pertain to you. You may contact us by calling, 870 793 4441; or, by e-mailing us at


Business Best Practices

  • Download and install the Secure Browser required by us to perform your Cash Management functions.
  • Request an IP address restriction on your account so that only the computer(s) you authorize can perform transactions on your account.
  • Enable alerts to advise you when ACH batches are initiated, ACH batches are processed and Wires are transmitted.
  • Perform transactions on a committed computer that is not used for email or Internet searches.
  • Follow recommendations from your network administrator and/or IT specialist.


What to Do If You Are a Victim?

Contact your credit card companies and your financial institution immediately to tell them your identity has been stolen.

Call the three major credit reporting agencies and request that a “fraud alert” be placed on your file and that no new credit be granted without your approval. 

Equifax:  800-525-6285

Experian:  888-397-3742

Transunion:  800-680-7289

Contact the Federal Trade Commission (FTC) theft hotline:  877-438-4338 or visit them online at

File a police report and obtain a copy of the report for future reference.



If you suspect unauthorized use of your debit card, or your card is lost or stolen please notify us immediately by calling 855-222-8225 or 870-793-4441.



Electronic transfers: In case of errors or questions about your electronic transfers – If you think your statement or receipt is wrong or you need more information about an electronic transfer (e.g. ATM transactions, direct deposits or withdrawals, pointofsale transactions) on the statement or receipt, telephone or write us at the address or phone number listed at the bottom of this page as soon as you can. We must hear from you no later than 60 days after we sent you the FIRST statement on which the error or problem appeared.

Tell us your name and account number.

Describe the error or transfer you are unsure about, and explain as clearly as you can why you believe there is an error or why you need more information.

Tell us the dollar amount of the suspected error.

For consumer accounts used primarily for personal, family or household purposes, we will investigate your complaint and will correct any error promptly. If we take more than 10 business days, we will credit your account for the amount you think is in error, so that you will have use of the money during the time it will take to complete our investigation.

For all other accounts we will investigate, and if we find we have made an error, we will credit your account at the conclusion of our investigation.


Reporting other problemsYou must examine your statement carefully and promptly. You are in the best position to discover errors and unauthorized transactions on your account. If you fail to notify us in writing of suspected problems or an unauthorized transaction within 60 days after we make the statement available to you, we are not liable to you and you agree to not make a claim against us for the problems or unauthorized transactions.