ONLINE BANKING

 

Mobile Banking

You're on the go more than ever. Now you can access your accounts wherever you are. Mobile Banking is smart, simple, secure, and free!

Online Banking FAQs

NetTeller

Q: What is NetTeller?

A: NetTeller allows our customers secure and convenient access to their accounts using the Internet anytime 24/7. Some of the functions available with NetTeller are:

  • View and print information on all accounts, including loans. Review and print transactions and history.
  • Confirm deposits, withdrawals and cleared checks.
  • Transfer funds between accounts and make loan payments.
  • View images of checks and deposit transactions.
  • View and print monthly statements.
  • Enroll for paperless statement delivery.

 

Q: How do I get NetTeller?

A: Citizens Bank customers can visit any branch location and speak with a Personal Banker to enroll. Customers with existing deposit accounts can also self-enroll from the NetTeller login area on our website.

 

Q: How do I use NetTeller?

A: After you enter your Password on the first screen of NetTeller, you will be shown a list of your accounts and the balance in each. If you want more detail, or want to carry out a transaction, just select the function from the pull down menu for the account you are interested in. Additional information is available in the Online Banking Guide.

 

Q: Does my Internet Browser require anything special?

A: Your Internet Browser must have 128 bit encryption and have the cookies enabled. If you are missing either of these items, you will not be able to access NetTeller. 

We support the current and prior major releases of Internet Explorer, Firefox, Safari and Chrome.  When a new version is announced as Release to Web (RTW), support will cease on the third-oldest major version. Please note that utilizing older browsers may result in disabled functionality or limited access to services. If using a phone or tablet to access online banking outside of our apps, functionality and appearance may vary from the traditional interface (desktop/laptop).

 

Q: Is NetTeller a secure online product?

A: Yes! NetTeller uses SSL (Secure Socket Layer) technology along with 128 bit encryption. There is 24/7 monitoring of the servers that run NetTeller. There is a yearly external audit done on NetTeller as well as an FDIC (Federal Deposit Insurance Corp.) audit. You can view more details on the Online Banking Security page.

 

Q: Can I view my check images online?

A: NetTeller gives you the ability to view your check and deposit images online. You just click the check number in your transaction history and you will see an image of your check. Check images are available for up to 90 days.

 

Q: What happens if I don't log off of the system?

A: NetTeller has a 10 minute time-out feature. If you are logged in for 10 consecutive minutes without using NetTeller, you will have to log in again to resume banking.

 

Q: What happens if I forget my NetTeller Password?

A: Immediate access may be regained by calling any location and asking for a Personal Banker to assist you. If you have previously set up the Password Reset feature (located in the Options area inside NetTeller), you can click "Forgot Your Password?" on the password entry screen and follow the prompts to reset your own password. 

 

Q: What happens if I get locked out of my NetTeller account?

A: You only get 3 attempts to log into your account. If you are unsuccessful on all three attempts you will receive an email indicating you have been locked out. You can get unlocked by calling a branch and asking to speak to a Personal Banker. Your Password will be reset to a temporary password. You will then be prompted to change your Password to a new one upon your next login. If you have previously set up the Password Reset feature (located in the Options area inside NetTeller), you can click "Forgot Your Password?" on the password entry screen and follow the prompts to reset your own password.

 

Q: What happens if I get an error message?

A: If you get an error message please make a note of the message, the error number, and the time. Then simply contact the bank at 262-363-6500 and ask for the Online Banking Department to assist you. We will make every effort to resolve the issue as soon as possible.

 

Q: When will transfers show in my account?

A: A transfer will show up immediately in your account if you set up the transfer to occur immediately. If you future dated the transfer, it will show up in your account on that day.

 

Q: What is the cut-off time for transactions made through NetTeller?

A: The transfer cut-off time for current day's business is 8:00 pm Central, Monday through Friday. Any transfers made after this time will be considered "Next Day's Business."

 

Q: How do I add or delete accounts to my existing NetTeller relationship?

A: Contact a Personal Banker at any branch or visit any one of our locations. You must be an authorized signer on the account.

 

Q: Does my spouse need his or her own ID and Password?

A: A NetTeller ID is registered to a single individual or business, even if the accounts held under the ID are jointly held. If another individual wants online access, they will need their own NetTeller ID and Password.

 

Q: How much does NetTeller cost?

A: NetTeller is free.

 

Q: How much history can I see online?

A: You have the ability to view 3 months of current history. Your statements are saved for 18 months starting from the month you enrolled your account(s) in E-Documents, should you need additional history information.

 

Bill Payer

Q: Can I sign up for Bill Payer and not NetTeller?

A: No. Bill Payer is a feature contained within NetTeller. Bill Payer is available automatically and only requires the customer to link an active checking account and create the payees before being able to send payments.

 

Q: How are bill payments processed?

A: Payments are processed as a check or electronically.

 

Q: How do I know if a payee is electronic or check?

A: Once you have set up the payee, you can look at the "PAYEES" screen, and you will see a column, "Type" that will tell you if the payee accepts electronic or check payments.

 

Q: Who can I pay with Bill Payment?

A: You can pay anyone in the United States, from your next-door neighbor, to the utility company, to a child in college across the country. The only restriction is you cannot pay any government agencies.

 

Q: How late in the day can I enter, edit, or delete a payment?

A: Payments are processed at 2am and 12pm (noon) every business day. You may edit or delete any scheduled payments prior to the processing times. You may enter a new payment at any time.

 

Q: What is the minimum payment amount that can be scheduled?

A: Your checking account must have available funds to cover any and all scheduled check or electronic payments.

 

Q: How far in advance can I schedule payments?

A: We recommend setting up single payments no longer than 90 days prior to the payment date but payments can be set up even further in advance. Recurring payments can be set to pay for up to 10 years.

 

Q: Can I stop a payment?

A: Yes, you may place a stop payment on any check or electronic payment that you have issued that has not been paid. Please refer to our current Fee Schedule for fees associated with stop payments.

 

Q: On the Payment History page, what does the "Status" field indicate?

A: One of the following statuses will be shown:

  • Processed - The payment has been processed and sent.
  • Rejected NSF - The payment that you have tried sending has rejected due to non-sufficient funds. The payment will try to process again at the next processing time or until the customer deletes the payment.
  • Communication Failure - There was an error due to communication problems.
  • Vendor Refund - Payment rejected at our processing center.

 

Q: Can I edit payee addresses?

A: Electronic payees cannot be edited. You will have to set them up as a new payee with the correct address and delete the old payee record. Check payees will allow you to change the address.

 

Q: Can I have multiple payments to the same payee on the same day?

A: Yes, you may set up multiple payments to the same payee.

 

Q: Are Confirmation Numbers Important?

A: Yes. A Confirmation number will be assigned to each bill payment at the time you submit your request. You may record these confirmation numbers for future reference if you wish. For your convenience, Bill Payer Confirmation Numbers for scheduled payments are found in the menu option under "Main" and by clicking on "View" next to the payment, so you are not required to write them down. They will help us resolve any questions and expedite any request you may have about your Bill Payer transactions.

 

On Demand Transfer

Q: How do I sign up?

A: Complete an On Demand Transfer Application to provide us with your account information at your other bank. We will then activate the feature in your NetTeller and guide you through the remainder of the setup and account verification process. Once the account is approved, you can start using On Demand Transfer to move funds.

 

Q: How long does it take a transfer to get to the other bank?

A: The transfers are done electronically through the ACH (Automated Clearing House). A transfer will only happen on a business day and must be set up before 1pm CST for the transfer to occur within 2 business days.

 

Q: What account types can I transfer money from and to?

A: You can only transfer money between personal checking, savings, or money market accounts. You cannot transfer to or from a loan. Please note that transfers from a savings or money market account through On Demand Transfer are limited based on Regulation D. (For further information on Reg. D limitations, please speak with a Personal Banker.)

 

Q: What does it cost to make a transfer?

A: Refer to the Consumer Fee Schedule for fees associated with On Demand Transfer.

 

Q: Does one of the accounts in the transfer have to be from/to Citizens Bank?

A: Yes. Citizens Bank is responsible for these transfers, therefore one of the accounts used in the transfer must be from Citizens Bank.

 

Electronic Statements & Notices

 Q: How do I sign up for electronic statements and notices?

 A: Once signed into NetTeller, click the E-Documents tab and follow the on-screen enrollment instructions. If you need additional assistance, you can visit a personal banker at any of our locations. Per federal regulations, the customer must complete the enrollment process.

 

Q: How long are electronic documents stored online?

 A: Any of the electronic statements and notices will be stored in NetTeller for 18 months from the date the document was enrolled for each account. Disabling the enrollment will remove the archived documents.

 

Q: Do I have to enroll for all of the documents separately?

 A: You can always choose the Enroll All option to enroll every document for all of the accounts in the NetTeller. Any accounts added after the initial enrollment will need to be enrolled separately within the Sign Up/Changes option in the E-Documents section of NetTeller.

 

Mobile Banking Apps

Q: How do I get Mobile Banking Apps?

A: Simply visit the respective app store for your iPhone®, iPad® or Android device and search for Citizens Bank WI or click the link you need on our Mobile Banking page.

You will need a NetTeller ID and Password to use the apps. If you need a NetTeller User ID, visit a personal banker at any of our local branches.

 

Q: What does it cost to use?

A: Mobile Banking is FREE*.

Bill Payer payments made through Mobile Banking will be charged according to the fee set up when the feature was enabled for NetTeller.

*You may be charged for internet usage from your mobile carrier.

 

Q: What does the Mobile Snapshot link do?

A: The Snapshot link allows you to view the last 15 deposits and withdrawals within the last 30 days. It separates the deposits from the withdrawals.

 

Q: Can I view my check images on my cell phone/mobile device?

A: Yes.

 

Q: Can I pay bills in Mobile Banking?

A: Yes! You can set up one-time Bill Payer payments with Mobile Banking. You must be enrolled for Bill Payer. Payees must be created within NetTeller to be used in Mobile Banking.

 

Q: Is Mobile Banking secure?

A: Yes. All communications are 128-bit encrypted and no information is saved to the phone.

All of the online banking security features of NetTeller also apply to Mobile Banking.

 

Q: What happens if I don't log off?

A: As with NetTeller, Mobile Banking will automatically log you off after 10 minutes of inactivity.

 

Q: What happens if I get locked out?

A: To have your User ID unlocked, contact a personal banker at any of our locations or call 262-363-6500.

 

Mobile Deposit

 Q: How much does Mobile Deposit cost?

 A: Mobile Deposit is a free service.

 

Q: What types of accounts can I deposit too?

 A: You can make deposits to Checking and Money Market accounts.

 

Q: How do I get Mobile Deposit activated?

 A: Once you have downloaded the iPhone®, iPad® or Android app for your smart phone, just click on the Mobile Deposit feature from the menu.

 

Q: How many checks can I deposit at a time?

 A: Mobile Deposit will allow you to deposit one check at a time.

 

Q: Is there a maximum deposit amount that I can make?

 A: You can make one or multiple deposits a day up to $3,000 per day.

 

Q: Can I deposit any check that I receive?

 A: There are certain types of checks that are not allowed to be deposited. Those check types can be found in our Mobile Deposit Agreement.

 

 Q: Is there a cut off time for making deposits?

 A: We have funds availability on the next business day after a deposit is made.  If an approved deposit is made before 4:00pm (CT) on any given business day, the funds will be available on the next business day. If the deposit is made after 4:00pm (CT), the approved deposit will be available on the 2nd business day.

 

 Q: What happens if my deposit is not approved?

 A: You will receive an email notice from the bank informing you your deposit was not accepted and why.  You will have to bring the check into the bank to be deposited, as the same check cannot be re-deposited through Mobile Deposit.

 

 Q: When will the deposit show in my account?

 A: Once we complete our End of Day processing, you will be able to see the deposit in your account.  This occurs at approximately 10pm (CT).

 

Q: How do I cancel a deposit that was made?

 A: You have up to 3pm (CT) on the business day you made the deposit to contact the bank, ask for the Online Banking Department and request to have the deposit cancelled.  After 3pm (CT), upon approval, the deposit will be processed as normal.

 

Q: Why was my enrollment revoked?

 A: Enrollment is revoked immediately when a check item is presented more than once or if there is misuse of the Mobile Deposit service.

 

Person-to-Person Transfers (P2P)

 Q: How much does P2P cost?

 A: P2P is a free service.

 

Q: What types of accounts can I transfer from?

 A: The sender must use a Citizens Bank Consumer Debit Card linked to an open and active checking account. Business, Trust, and HSA Debit Cards are not authorized to use P2P.

 

Q: What types of accounts can I transfer to?

 A: The recipient must have a U.S.-based account. The account does not need to be attached to a debit card, though debit cards are recommended for quicker receipt of funds. Transfers received by debit card will be deposited into the linked checking account.

 

Q: How do I get P2P activated?

 A: Once you have downloaded the Citizens Bank WI Mobile Banking App, just click on the Person-to-Person feature from the menu. If you already have the app, the feature will automatically be added to your app's menu.

 

Q: Is there a maximum transfer amount that I can make?

 A: You can make one or multiple transfers based on your Consumer Debit Card's daily limit.

 

 Q: What happens if my transfer is not accepted by the recipient?

 A: If the recipient does not respond to the email or text within 10 days, the funds will automatically be returned to the sender.

 

 Q: When will the transfer show in my account/the recipient's account?

 A: The sender will see the transfer in their account immediately. If the recipient chooses to collect the money with their debit card, they will be credited immediately. If the recipient chooses to collect the money using the routing and account number of their checking account and by 4pm on a business day, the funds will be credited within 2 business days via an ACH transaction.

 

Q: What do I do if I send money to the wrong email address or mobile phone number?

 A: If you feel you made the transfer in error, contact the Online Banking department immediately at 262-363-6500. While we will do our best to terminate an uncollected transfer, Citizens Bank is not responsible for funds collected by unintended recipients if an incorrect email address or mobile phone number is used. Full P2P terms are available in our Internet Banking Agreement & Disclosure Statement.

 

Mobile Banking Web

Q: What is Mobile Banking?

A: Mobile Banking is simply a version of Online Banking that is optimized to be used on web-enabled phones and mobile devices. It displays the information in a format that is compatible with the special internet browsers and smaller screens of cell phones and mobile devices.

Mobile Banking is also streamlined to the primary functions of Online Banking: account balances, account history, transfers, and bill payment.

 

Q: How do I get Mobile Banking?

A: If you have a NetTeller User ID and Password, you already have that ability. Simply visit www.citizenbank.mobi with your web-enabled phone or mobile device and enter your NetTeller User ID and Password.

If you need a NetTeller User ID, visit a personal banker at any of our local branches to apply.

 

Q: What does it cost to use?

A: Mobile Banking is FREE*.

Bill Payer payments made through Mobile Banking will be charged according to the fee set up when the feature was enabled for NetTeller.

*You may be charged for internet usage from your mobile carrier.

 

Q: Does my cell phone/mobile device require anything special?

A: Mobile Banking is compatible with any web-enabled phone or mobile device on any carrier. We recommend making sure JavaScript is enabled to ensure it functions properly.

 

Q: How do I use Mobile Banking?

  1. Use your phone or mobile device's internet to go to www.citizenbank.mobi
  2. Log in with your NetTeller User ID and Password
  3. Follow the links on the account listing screen for the different functions and informational screens

 

Q: What does the Snapshot link do?

A: The Snapshot link allows you to view the last 15 deposits and withdrawals within the last 30 days. It separates the deposits from the withdrawals.

The regular account history shows all of the transactions for the last 30 days and does not separate them.

 

Q: Can I view my check images on my cell phone/mobile device?

A: Smartphones will allow you to click the links in your account history to view the checks. The check image feature may not work on all phones. The system will determine if your specific phone can display them.

 

Q: Can I pay bills in Mobile Banking?

A: Yes! You can set up one-time Bill Payer payments with Mobile Banking. You must be enrolled for Bill Payer. Payees must be created within NetTeller to be used in Mobile Banking.

 

Q: Is Mobile Banking secure?

A: Yes. All communications are 128-bit encrypted and no information is saved to the phone.

All of the online banking security features of NetTeller also apply to Mobile Banking.

 

Q: What happens if I don't log off?

A: As with NetTeller, Mobile Banking will automatically log you off after 10 minutes of inactivity.

 

Q: What happens if I get locked out?

A: To have your User ID unlocked, contact a personal banker at any of our locations or call 262-363-6500.

 

ACH Manager

Q: Can I sign up for ACH Manager and not NetTeller?

A: No. ACH Manager is a feature within NetTeller. You need NetTeller in order to use ACH Manager.

 

Q: Is ACH Manager for business use only?

A: Yes. ACH Manager is available only to our business customers.

 

Q: How are the payroll deposits made?

A: All the deposits are made to your employee's account electronically through the ACH (Automated Clearing House). The deposits can be to checking or savings accounts.

 

Q: How many people can I pay at one time?

A: Payroll can be created for one individual or all of your employees at your discretion.

 

Q: Do the payroll taxes get computed with ACH Manager? 

A: No. ACH Manager is only used to deposit an employee's net payroll. The service will not compute any withholdings, taxes, FICA or benefits.

 

Q: Do I need accounting software that creates ACH files?

A: No. ACH Manager has the capability to create the ACH files or import ACH files from other accounting software.

 

Q: Do I get a confirmation when I have submitted an ACH file to the bank?

A: Yes. You will receive a confirmation number within ACH Manager confirming the file was transmitted to the bank. The status of the file in ACH Manager will show when the file is sent, processed and available for editing. You will also receive automated emails any time an ACH file is sent to the bank and again when we process the file.

 

Q: How do I use ACH Manager once it is activated?

A: Our Online Banking Specialist will train your staff at your place of business and provide you with an ACH Manager User Guide and ACH Rulebook at the time of training.

 

Q: What does it cost to use ACH Manager?

A: Please contact Gail Sawicki, VP-Business Services Specialist, at 262-968-6500 to discuss pricing options.