DEPOSIT ACCOUNT QUESTIONS 
 
Q. How can I get my current balance? 
A. Balances may be obtained several ways: 
  • Log  onto your online account
  • Use our 24/7 Call-A-Bank solution –
  •             Citizens Bank customers call 1.877.50.BANK.5 [502-2655] 
          Community Bank customers call 1.800.451.BANK [2265] 
  • Call your local branch office and press 1 to access the Call-A-Bank solution
  •  
    Q. How do I obtain a copy of a canceled check? 
    A. Copies of canceled checks may be accessed through the online banking system by clicking on the ‘History’ tab and then ‘View Checks.’ They can be viewed and printed for 90 days and this service is free.  You may also visit your local branch office or call 1.888.275.5566 Ext. 6222. 
     
    Q. How do I send money? 
    A. You can send money by utilizing our Bill Pay option on the online banking system. Or you may send via wire transfer by visiting your local branch office. 
     
    Q. How can I check on an incoming wire transfer? 
    A. For incoming wire transfer information, call 1.888.275.5566  Ext. 6222. 
     
    Q. How do I obtain a new or replacement Freedom Card ATM/Debit card? 
    A. Call 1.888.275.5566  Ext. 6222.  Have your card number or checking account number ready.  If you do not have a Freedom Card and would like to obtain one, apply by accessing our New Account Sign Up page. 
     
    Q. How do I stop payment on a check? 
    A.  There are several options for stop payment: 
  • Via online banking: Click on the ‘Other Services’ tab and choose the appropriate ‘Stop Payment’ selection from the options.  
  • By phone:  You may call our Call-A-Bank line 1.877.50.BANK.5 [502-2655] to process the request.  
  • At a banking office: Visit your local branch office and a Customer Service Representative will assist you.
  • PLEASE NOTE: Stop Payments cannot be placed on debit card transactions.  For electronic transactions, you may only place a stop payment if it is 2 days prior to its posting date. 
     
    Q. When will I receive my 1099 or 1098 statement? 
    A. 1099s and 1098s are mailed by January 31st for the preceding year and corrections may be made up to March 20th for that specific year.  
    For questions or corrections regarding a 1099, call 1.888.275.5566  Ext. 6222. 
    For questions or corrections regarding a 1098, call 1.888.275.5566  Ext. 6111. 
     
    Q. Why isn't my deposit showing? 
    A. Direct Deposits can take until 9:00 am to show in the account the day they are to post to your account. 
    Deposits may not show online if we are in the process of updating our records 
    Deposits made at a banking office after cut-off will be posted on the next business day. 
     
    Q. How can I change my mailing address? 
    A. Address changes will apply to all your accounts (including loans) on which you are the primary signer.   
    Online:  Log onto your account and choose the ‘Other Services’ tab and ‘Change Address’ 
    In Person: Change your mailing address in person at your local branch office  
     
    Q. How can I change my e-mail address? 
    A. Address changes will apply to all your accounts (including loans) on which you are the primary signer.   
    Online: Log onto your account and choose the ‘Other Services’ tab and ‘Change Address’ 
    In Person: Change your mailing address in person at your local branch office  
     
    Q. How do I order checks? 
    A. We provide several options for re-ordering checks: 
  • Click on the ‘Reorder Checks Online’ Quick Link on our website homepage
  • Log onto your online account, choose the ‘Other Services’ tab and ‘Re-Order Checks’
  • Call Deluxe direct at 1.800.335.8931
  • Contact your local branch office
  •  
     
    ONLINE BANKING QUESTIONS 
     
    Q. Why isn't my Login ID working? 
    A. Make sure you are entering the correct Login ID and password.  Also make sure you are on the correct website.  If you haven't logged into your account for a lengthy time, your online access may have been purged and you would be required to submit a new online banking application. To keep your login current, you should log on at least once every 60 days. 
     
    Q. How can I request a new password? 
    A. You can request a new password by first entering your Login ID and going to the page to enter your password.  Then click on the 'Forgot your Password' link, which appears below the password box.  After entering a correct answer to a challenge phrase, a new password will be emailed to you within minutes, provided the email address we have on file is current.  After entering the new password, you will be prompted to change the password. The password must include at least one capital letter, one lower case letter, and one number and must be seven (7) or more characters in length.   
     
    Q. How can I cancel a transfer? 
    A. Transfers cannot be canceled.  However, an offset transaction may be done by reversing the 'To' and 'From' accounts. 
     
    Q. When I login, why is the Internet Banking system asking me the wrong security questions? 
    A. This usually means that the Login ID is incorrect or you are not at the correct website.  
     
    Q. How can I cancel a recurring transfer/bill pay? 
    A. For transfers, go to the 'Transfer' screen and then to 'View Postings'. An 'ID' will be displayed under 'Recurring Transfers'.  Type that ID (it should begin with an 'R') in the box at the bottom of the page and click the 'Cancel Transaction' button. 
     
    For bill payments, go to 'Pay Bills,'  then 'Manage My Bills,' click on the biller, and then click on 'Delete automatic payment.' 
     
    Q. Why won't my e-Statements print? 
    A. Access your e-Statement and click on the 'Print' button and make sure under page handling it is set to 'Shrink to printable area.'  If you use a Mac, you may need to install the free Adobe Reader from www.adobe.com. 
     
    Q. How do I retrieve a copy of my statements? 
    A. Statements may be accessed through the online banking system by clicking on the ‘History’ tab and then ‘Statements’, then enter the date of the statement you wish to view. Or you can request a copy from your local branch office or by calling 1.888.275.5566 Ext. 6222 
     
    Q. How many attempts do I get to log on before I get locked out? 
    A. For your protection, we enforce a "three strikes and you're out" policy. 
     
    Q. Why can't I see my new account that I just opened on my online account page? 
    A. All new accounts take at least one business day to be processed and have access to the account information.  Be sure to complete the Online Banking SIGN- UP form, by accessing the 'Online Banking' drop-down from our menu bar on the homepage to get started. 
     
    Q. Why can't I see the bottom of the new website?  I don't have any scrollbars either! 
    A. This is usually a symptom of how your browser is configured.  It should be set to normal or default settings.  Check your Zoom level.  It should be 100%. 
     
    Q. How far back is my account history? 
    A. Account history is available for 99 business days. 
     
    Q. How far back are my statements? 
    A. Statements are available through the online banking system since October 2011 unless you opened your account after that time.  Copies of your statement beyond what is available online may be requested. 
     
    Q. What URL’s or web site addresses are affiliated with the bank? 
    A. The following sites can be trusted by your pop-up blocker, browser, or when seen in your address bar: 
     
    www.thecitizensbank.com       Division home page 
    www.thecommunitybank.com      Division home page 
    www.unitedbancorp.com        Holding company 
    https://pib.secure-banking.com     Internet Banking 
    https://secure.unitedbancorp.com     Secure forms 
    thecitizenssavingsbk.mortgagewebcenter.com  Mortgage rates & application 
    https://home.eease.adp.com      Career Opportunities 
    https://www.securchat.com/thecitizensbank  Live Chat 
    m.thecitizensbank.com        Mobile web site 
    m.thecommunitybank.com       Mobile web site 
    https://4myact.mobi/60419001      Mobile Banking web site 
    https://4myact.mobi/60419002      Mobile Banking web site  
     


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