FAQ: Managing My Account

Get quick answers to our most asked questions.

Customer Service

We're always here to help! Log into your account and click on the chat icon to send us a message or call us at 888-201-6505. We're available Mon-Fri: 7AM-12AM ET, Sat and Sun 9AM-6:00PM ET.

Citizens Access is a division of Citizens Bank, N.A. which is headquartered at:

One Citizens Plaza
Providence, RI 02903

We're here to help. Please call us immediately at 888-201-6505. We're available Mon–Fri, 7AM–12AM ET; Sat and Sun, 9AM–6:00PM ET. When fraud is suspected, we will typically freeze your account immediately to prevent unauthorized activity and the fraud team will open an investigation.

No branches allows us to deliver you some of the best rates available, but being a digital bank doesn't mean you can't access your funds. Simply link your account to your account(s) at other financial institutions and set up a one-time or recurring electronic transfer (transfer restrictions apply) or, if you prefer, you can also call us and request a check made out to you.

The routing transit number (ABA) for Citizens Access is 011601443

We want to ensure that saving with Citizens Access is simple and easy, so we offer 24/7 online access from your computer, tablet, or mobile device. You can also feel free to call us toll-free at 888-201-6505. We're available Mon-Fri: 7AM-12AM ET, Sat and Sun: 9AM-6:00PM ET.

Nearly all of your contact information can be updated online, simply sign in to access your account and navigate to your profile page from the Manage Accounts menu, where some information may be updated. For all other updates, you can call us at 888-201-6506.

You may close your account online by calling us at 888-201-6505.

Please note: Upon account closure, you will receive all interest accrued through the day before your account is closed. If you are closing your online CD within the 10-day grace period, you will receive interest earned through maturity.

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.

Primary account owners receive combined statements which are generated monthly based on the opening date of their first account. For example, if you opened your first account on June 10, your first statement will be generated on July 10. For your added convenience an email notification will be sent when your monthly statement is available online.

We're committed to assisting our customers so we have designed our website to ensure it will be compatible with screen readers and other assistive technologies.

You can add a joint account owner at any time in less than 5 minutes.

Before you get started, make sure the joint owner is ready to provide their Social Security number, personal details and any additional info needed to verify their identity. Then, sign in to access your account, tap Add Joint Owner from the Manage Accounts menu and select the account(s) you want to add that individual to and follow the prompts. You may also add a joint account holder by calling us at 888-201-6505.

We support Telecommunication Device for the Deaf (TDD). Any time you need assistance, please call the Relay service at 711 and connect with us toll-free at 888-201-6505. We're available Mon-Fri: 7AM-12AM ET, Sat and Sun: 9AM-6:00PM ET.

Funding & Fees

No. We cannot accept a cash deposit. Sending cash through the mail is inherently very risky. Please ensure all deposits are made via online transfer, check or mobile deposit.

That's right! Unlike most banks, Citizens Access charges zero fees, no account opening or maintenance fees, and no ancillary service fees. No fees for anything.

You have two easy options:

Online funds transfer. Using the routing number and account number of your checking or savings account at another US financial institution, you can link that external account to Citizens Access® and then make an online transfer into your Citizens Access® account.

Deposit a check. Ensure the check is made payable to you from another US financial institution (no foreign checks, please). Endorse the back of the check with your signature, your Citizens Access® account number and "For Deposit Only to Citizens" on the endorsement line. You can deposit your check by signing into your account from your phone and selecting Deposit a check from the Move Money menu and following the prompts. Alternatively, you can mail your check to us at the following address:

Citizens Access
PO Box 6801
Carol Stream, IL 60197-6801

Please note, you can only make a deposit to a CD when you open the account. Additionally, we will not accept cash deposits or wire transfers. All deposits to your accounts, regardless of how they are made, are subject to verification, final payment and our Funds Availability policy.

Estate planning isn't just for the wealthy or elderly — it's a proactive way to help ensure your assets, healthcare preferences and loved ones are protected. Whether you're building wealth, starting a family or simply want a safeguard for what matters most, estate planning helps you take control of your future.

  • Clarify your goals: Use wills and trusts to specify how your assets should be distributed.
  • Protect your dependents: Ensure children or other dependents are cared for according to your intentions.
  • Establish health care wishes: Establish powers of attorney and healthcare directives to guide decisions if you're unable to.
  • Create an efficient plan: Strategic planning may help reduce estate taxes and avoid probate delays.
  • Update as life changes: Revisit your will and strategy after major life events like marriage or the birth of a child.
  • Start early: Regardless of your age or amount of wealth, it’s never too early to get started.

Estate planning is about protecting what matters most throughout your life. By putting a plan in place early, you gain clarity, control and confidence that your wishes will be honored, no matter what the future holds.

To mail a deposit:

  • Ensure the check is made payable to you from another U.S. financial institution (no foreign checks)
  • Endorse the back of the check with the following information:
    1. Your signature
    2. "For Deposit Only to Citizens Access" on the endorsement line
    3. Your Citizens Access account number

Mail your check to:

Citizens Access
PO Box 6801
Carol Stream, IL 60197- 6801

Account Opening

You can set up an account in your name alone, share ownership with another account owner or your account can be held in the name of a personal trust. Please note, all Citizens Access accounts are opened initially as individual accounts, which means the account owner is the sole owner until one of the below steps are taken to designate it otherwise:

  • If you would like to add a joint account owner, each owner will have equal authority and rights regarding the account. At this time, a joint account may not have more than two account owners.
  • If you would like your account held in the name of an established revocable trust, you can convert an individual or joint account as long as the current account owners are the Trustees listed in the Trust Agreement and the Trust tax ID is the social security number of a Grantor who is also a Trustee.
  • If you would like your account held in the name of an established irrevocable trust, you can convert an individual or joint account as long as the current account owners are the Trustees listed in the Trust Agreement.
  • We also offer our customers the ability to establish "informal" trust accounts (also known as "Pay on Death" or "Totten Trust" accounts) established in your name as trustee for the benefit of one or more designated beneficiaries. We also allow customers to assign an existing trust as the primary beneficiary on any of our accounts. Please consult your legal counsel to determine if either of these approaches will meet your needs.

Using the routing number and account number of your checking or savings account that you own at another U.S. financial institution, you can link that external account to Citizens Access. Citizens Access utilizes Plaid, an instant account verification service, to link your external account to your Citizens Access account.

While we do not offer business accounts at this time, we are open to offering them in the future if we hear they are important to our customers. We'd love to hear from you if you have suggestions on how we can better help you attain your savings goals. Log into your account and click on the chat icon to send us a message or call us at 888-201-6505.

To open an account with Citizens Access you must be a U.S. Citizen or U.S. Resident Alien with a valid U.S. address.

You must be at least 18 years old to open a Citizens Access Account. However, we are open to offering accounts for minors in the future if we hear they are important to our customers. We'd love to hear from you at feedback@citizensaccess.com with your recommendations for the types of accounts that are most important to helping you achieve your savings goals.

Beneficiaries & Trusts

Please call us at 888-201-6505 if you would like to add or make adjustments to your beneficiary allocation. You can add the following FDIC eligible beneficiaries to your account:

  1. You can add individuals as beneficiaries by providing their Full Name, Social Security Number, Date of Birth and Address
  2. You can add formal revocable trusts as beneficiaries by providing the Full Trust Name and the Date the Trust was established. NOTE: Citizens Access requires that an account owner is the grantor of a formal revocable trust being named as a beneficiary.
  3. You can add a charity or non-profit organization as a beneficiary by providing the organization name and Tax ID number

You can add up to 15 beneficiary profiles to your account. If you would like to add or make adjustments to your beneficiary allocation, you can call us at 888-201-6505.

You can add up to 15 beneficiary profiles to your account. If you would like to add or make adjustments to your beneficiary allocation, you can call us at 888-201-6505.

If you would like to add or make adjustments to your beneficiary allocation, you can call us at 888-201-6505.

For more information, you can call us at 888-201-6505.

For more information, you can call us at 888-201-6505.

For more information, you can call us at 888-201-6505.

Yes, to add another Citizens Access account to your established trust, you can call us at 888-201-6505.

Please note you will be asked to verify the accuracy of some details of your existing trust and, if key information pertaining to the trust have changed, you may be asked to complete a new certificate of trust.

Once a Citizens Access account is converted into a trust, you will not be able to add or remove trustees. However, you can take the following steps:

  1. Open a new account with the updated Trustees as listed in the revised Trust Agreement
  2. Based on the type of trust you hold, download either the "Certificate of Trust for Revocable Trust" or "Certificate of Trust for Irrevocable Trust" the documents can be found at the bottom of this page:

    **https://www.secure.citizensaccess.com/Citizens/savings

  3. The certificate of trust will be in PDF format and can either be completed electronically or printed out and completed by hand.

    You will need to provide:

    • Trust Basics: Trust Name, Date of Trust, State of Establishment
    • Trust Details: Trust Tax ID and information on Trust Grantors including their Power to Revoke (if applicable)
  4. Your certificate of trust will need to be signed in the presence of a notary and then mailed to:

    Citizens Access
    PO Box 71209
    Philadelphia, PA 19176-6209

  5. Once we receive your certificate and complete your trust conversion, you will receive an email confirmation. We will notify you if any additional information is required.
  6. The trustee that is listed on both accounts can then transfer funds from the original trust account into the updated trust account.

The following steps are needed to convert your account to a trust account:

  1. Ensure all trustees are account owners for the trust. Citizens Access supports up to two trustees.
  2. Ensure accounts you wish to convert are eligible (e.g., please contact us at 888-201-6505 to bring all beneficiary allocations to 0% before proceeding)
  3. Based on the type of trust you hold, download either the "Certificate of Trust for Revocable Trust" or "Certificate of Trust for Irrevocable Trust" the documents can be found at the bottom of this page:

    **https://www.secure.citizensaccess.com/Citizens/savings

  4. The certificate of trust will be in PDF format and can either be completed electronically or printed out and completed by hand. You will need to provide:
    • Trust Basics: Trust Name, Date of Trust, State of Establishment
    • Trust Details: Trust Tax ID and information on Trust Grantors including their Power to Revoke (if applicable)
  5. Your certificate of trust will need to be signed in the presence of a notary and then mailed to:

    Citizens Access
    PO Box 71209
    Philadelphia, PA 19176-6209

    Once we receive your certificate and complete your trust conversion, you will receive an email confirmation. We will notify you if any additional information is required.

    We encourage you to consult your financial or legal advisors before re-titling an account into a trust.

Citizens Access allows customers to assign account ownership to personal trusts, both revocable and irrevocable. At this time, we are only able to support trusts with up to 2 trustees and up to 2 grantors.

We do not support accounts for business or corporate trusts.

Tax Forms

Your 1099-INT tax form will be generated and available online to primary account owners by January 31. To view and print a copy of the form:

  • Sign in to your online bank account
  • Select "Communications"
  • Select "Statements & Tax Form"

Please Note: 1099-INT tax forms are not sent by mail and you must earn at least $10 in interest to receive a 1099-INT

© Citizens Financial Group, Inc. All rights reserved. Citizens Access® is a division of Citizens Bank, N.A. Member FDIC