FAQs

Categories

Account Information ATM and Debit Cards Credit Cards Credit Report Deposits E-Statements Identity Theft Internet Banking Mobile Banking & Mobile Deposit

Account Information

How do I change my name?

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To change your name, we will need an updated form of photo identification that reflects your new name. Stop in with your new photo identification, and we will help you update your name on all of your Citizens State Bank accounts.

How do I change my address?

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To change your address, you will need to complete a Change of Address Form, and mail or drop it off at your local office. We are also able to accept address and phone number changes by phone.

How do I change my email address?

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If you change your email address, it is your responsibility to notify us of the change as soon as possible. To notify us of a change of email address, contact us at customercare@citizensstatebank.us or contact your local office: 715-948-2142 (Clayton), 715-832-2265 (Eau Claire), 608-785-2265 (La Crosse), and 608-783-2646 (Onalaska).

What is the bank’s routing number?

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The routing number for all of our banking locations is the same, 091804833. You can find this number by looking at the first set of numbers printed on the lower left hand side of your checks.

What is the bank's NMLS#?

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402159

ATM and Debit Cards

How do I change my PIN for my ATM or debit card?

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To change your ATM card or debit card PIN, call 1-800-717-4923.

What should I do if my PIN is not working?

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If your ATM card or debit card PIN is not working, call 1-800-717-4923.

When paying with my debit card, when will the money be taken out of my account?

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Typically, the transaction is immediately posted to your account. When the transaction is first applied to your account, it will be listed as a hold. It can take up to 72 hours for the transaction to be finalized on your account.

Can I use my debit card overseas?

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Yes, you may use your debit card overseas. However, if you are planning on using your debit card overseas or out of the state, you will want to call your local office to inform them of your vacation destination and dates of travel. This will help us to ensure your card has not been stolen when we see transactions from foreign countries or distant states trying to clear your account.

How can I report my debit card as lost or stolen?

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To report your debit card as lost or stolen, you may call your local office during banking hours. If you need to cancel your card and your local office is not open, call (800) 383-8000.

How do I find an ATM near me?

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At Citizens State Bank, we belong to the MoneyPass network. This means any ATMs with the MoneyPass logo are free for you to use.

Use this website to locate all the MoneyPass ATMs near you: www.moneypass.com

Credit Cards

Does Citizens State Bank offer credit cards?

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Yes, at Citizens State Bank we offer personal and business credit cards.
Personal Credit Card Information
Business Credit Card Information

What if my credit card gets lost or stolen?

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Call FIS card security at 1-800-325-3678, Mon-Fri 7 am - 8 pm (CST). After hours call 1-866-604-0381.

Credit Report

What is in my credit report?

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Click here to review what is found in a credit report.

Deposits

Use the EDIE calculator, provided by the FDIC, to determine if your current deposits are properly insured: https://www.fdic.gov/edie/calculator.html
For more information on the FDIC and the insurance they provide, you may visit the FDIC website: http://www.fdic.gov

What is the minimum for opening a CD?

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The minimum to open a certificate of deposit is $1,000. However, we may run specials with a higher minimum deposit required. Call or stop by and let us answer your certificate of deposit questions.

Where can I find CD rates?

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To get our updated certificate of deposit rates, call your local office. We will be able to provide you information on our current certificate of deposit specials.

Where can I find information about your deposit accounts?

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Click here to learn more about our personal checking accounts, or click here to learn more about our personal savings accounts!

How can I calculate how much interest I will earn on a deposit account?

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Use our financial calculators to determine the amount of interest you will earn on your account. Our financial calculators are listed under ‘Services & Tools'; click this link to use our certificate of deposit analyzer.

E-Statements

With electronic statements, you can view your statements from anywhere! Contact your local office

to enroll.

How do I sign up?

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Stop in to your local office and complete an Online Services Enrollment form.

How do I view my E-Statement?

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Log into Citizens Digital, select “Documents” under the menu section, click on “Document Types” and select “Statements,” choose which account(s) you would like statements for, select the date range and then click “apply”!

What kind of computer or software program is needed to view my E-Statements?

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Citizens Digital is compatible with the following browsers: Microsoft Edge, Google Chrome, Mozilla Firefox, and Safari. It is recommended that you keep the latest version of your browser to ensure that the latest security patches are in place. Citizens Digital is also compatible with the following mobile devices (apps): iOS devices should be version 11.0 and greater, Android devices should be version 4.4 and greater, 4G/LTE and greater, and have a camera for mobile deposits. The recommended resolution is 1600x1200 pixels.

What if I accidentally delete my email notification that my E-Statement is available?

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The email from service@citizensstatebank.us is just a notification that your E-Statement is available. Once you receive the email, you will need to login to Citizens Digital, select “Documents” on the left-hand side, click on “Document Types” and select “Statements,” choose which account(s) you would like statements for, select the date range and then click “apply”!

How long will my E-Statement remain online?

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Citizens State Bank will archive six months worth of E-Statements. Archiving will begin after the date of E-Statement enrollment.

Can I view my E-Statement immediately after signing up?

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Access to E-Statements will be set up within two or three days following the completion of the Online Services Enrollment form. We recommend you sign up two or three days before your normal statement cycle ends to receive your next statement electronically. You will be notified by email when your online statements are available. It is your responsibility to access the statement. Statement archiving begins with the next statement following enrollment.

When will my E-Statement be available for viewing?

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You will receive an email from service@citizensstatebank.us when your E-Statement is available for viewing. Generally this email will be one or two days after your statement has cycled with the bank.

What does it cost to have E-Statements?

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To improve the quality of the environment we live in, Citizens State Bank will not charge a fee to have this added service. We believe in the “go green” effort and the reduction of paper waste, and we encourage our customers to "go green" as well.

Are my E-Statements safe to view?

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Your information is protected with 128-bit encryption. Adobe Acrobat Reader 7.0 or higher is recommended to view the statement.

Identity Theft

What can I do if I think I'm a victim of Identity Theft?

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Visit the Federal Trade Commission website: www.IdentityTheft.gov to access the Identity Theft Procedures.

How can I prevent Identity Theft?

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Click here to access our Identity Theft Protection Toolkit.

Internet Banking

Does Citizens State Bank offer Internet Banking?

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Yes! Here at Citizens State Bank, we offer free 24 hour Internet Banking for our customers.

How can I sign up for Internet Banking?

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Stop into your local office for an online banking enrollment form. Once the online banking enrollment form is completed, Citizens State Bank will send you a "Welcome" email with instructions on how to set up your online banking.

What should I do if I'm having trouble logging in?

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Please call your local office.

What do I do if I have forgotten my credentials for online banking?

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You may contact any of our office locations for assistance.

How do I change my username and/or password?

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You may contact any of our office locations for assistance.

Where is Citizens Digital restricted?

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The countries that are restricted from the use of Citizens Digital due to national security reasons are China, Ukraine, Russia, North Korea, South Korea, Vietnam, and Romania.

Mobile Banking & Mobile Deposit

What is Citizens Digital?

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Citizens Digital gives you 24-hour access to view your account balances, check history, transfer funds, deposit checks, pay bills (with Bill Pay), and find the nearest ATM or office location!

Is there a cost to use the Citizens Digital app?

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There is no cost from the bank to download the mobile banking app. Regular transaction fees associated with your Citizens State Bank account will apply. There may be data costs related to accessing the Citizens Digital mobile app from your mobile device. Please check your wireless plan or verify with your wireless carrier.

What devices are supported for use with the Citizens Digital app?

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Any Apple, Android, Windows, or Blackberry device.

Where can I find the Citizens Digital app?

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Our app is FREE to download in the App Store (iPhone) or Google Play Store (Android).

How do I register for mobile banking?

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Once you download Citizens Digital from the App Store or Google Play Store and you’re enrolled in online banking, simply enter your username and password to login to your account. If you are not currently enrolled in Citizens Digital online banking, you can self-enroll on a mobile device or desktop!

What accounts are available in mobile banking?

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Citizens Digital will provide you all the same accounts, loans, and features, no matter what device you use!

How secure is the mobile app?

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Citizens Digital includes enhanced security features as well as the option to use Duo Mobile. Duo Mobile is a two- factor push authentication app that gives you the best security and protection!

I am not enrolled in Citizens Digital online banking. Can I still use the Citizens Digital mobile app?

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Yes, you can self-enroll in Citizens Digital on a mobile device or desktop!

Are my login credentials the same for the phone as they are for my PC?

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Yes, you will use the same credentials for Citizens Digital with a PC and mobile device.

How can I protect my security and privacy?

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Never leave your mobile device unattended during sign-in or while logged into the Citizens Digital mobile app.

I am enrolled in Bill Pay. Can I pay bills from Citizens Digital mobile banking?

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Yes, Bill Pay is available on the Citizens Digital app.

Is Bill Pay a free service with my account?

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Yes, Bill Pay is free.

Who can I pay with Bill Pay?

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You can pay any creditor with Bill Pay! As long as you have the billing information and address of the creditor or agency, you are able to pay bills online.

Can I cancel or edit payments?

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Yes, prior to 3:00 pm, you are able to cancel or edit bill pay payments you have set up to be paid online. To update and make changes, click the 'edit' option listed.

Can I set up recurring payments?

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Yes. Once you have set up a payee, there is an autopay option to set up recurring payments.

How far in advance should I schedule payments?

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As a general rule, payment should be scheduled 7-14 days prior to your bill's due date. Many creditors are able to be paid electronically. Electronic payments to creditors typically arrive in as little as 2 business days.

When is the Bill Pay cut off?

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The Bill Pay cutoff time is 3:00 pm CST on every business day. Any payment that is scheduled after 3:00 pm CST will be included in the next business day's file.

Can I transfer money using mobile banking?

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Can I transfer money using Citizens Digital?
Yes, you can transfer money between any Citizens State Bank accounts that you own.

What is Mobile Deposit?

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Mobile Deposit is a service that allows customers to electronically transmit an image of their check using their mobile device for deposit to their Citizens State Bank checking account.

Who can use Mobile Deposit and how do I enroll?

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Customers must be signed up for Citizens Digital and have the Citizens Digital app.

Is there special equipment needed for this service?

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You may use Mobile Deposit on any Android or Apple device that is equipped with a camera.

Is there a maximum check amount that can be deposited each day?

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Yes, the maximum dollar amount on any check is $2,500.00. Checks imaged for more than that dollar amount will be rejected back to the customer.

What kinds of checks can be deposited?

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Items that can be imaged and accepted through Mobile Deposit are: personal checks, government checks, business checks, money orders, cashier’s checks, or certified checks. All checks must be drawn on a U.S. financial institution and be in U.S. funds.

How many checks can be included in one Mobile Deposit?

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You can deposit up to 10 checks at a time.

What accounts are available for deposit within Mobile Deposit?

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Deposits may be made to your checking or money market accounts. At this time, we will not accept mobile deposits to a savings account, health savings account, or an IRA savings account. You must be a signer on the accounts, and they must be on your Citizens Digital app.

Are there any items that cannot be deposited?

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a. Checks or items payable to any person or entity other than the person or entity that owns the account that the check is being deposited into.
b. Checks payable jointly, unless deposited into an account in the name of all payees.
c. Checks or items containing obvious alteration to any of the fields on the front of the check or item, or which you know or suspect, or should know or suspect, is fraudulent or otherwise not authorized by the owner of the account on which the account on which the check or item is drawn.
d. Checks or items previously converted to a substitute check, as defined in Reg CC.
e. Checks or items drawn on a financial institution located outside of the United States.
f. Checks or items that are remotely created checks, as defined in Reg CC.
g. Check or items not payable in United States currency.
h. Check or items dated more than six (6) months prior to the date of deposit.
i. Checks with any endorsement on the back other than that specified in this agreement.
j. Checks or items prohibited by Citizens State Bank’s current policies and procedures relating to the service or which are otherwise not acceptable under the terms of your Citizens State Bank account.

How do I make a Mobile Deposit?

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After logging into the Citizens Digital app:
1. Endorse the check with your name and "For Mobile Deposit Only to Acct #_____"
2. Choose the checking account you wish to deposit to
3. Accept the Mobile Deposit Agreement (first time only)
4. Select the camera button
5. Enter the amount of the check you would like to deposit
6. Take a picture of the front of the check
7. Take a picture of the back of the check
8. Confirm the image quality and complete the deposit

How long does it take for a deposit to post?

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Deposits will be processed by 4 pm CST each business day and will be made available after daily bank processing. Deposits received after 4 pm, on weekends, or holidays will be processed on the next business day. Customers can submit deposits to Citizens State Bank 24/7.

What happens if the same check is imaged twice?

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If Citizens Digital detects a duplicate item imaged within the bank, the duplicate transaction will not be processed. If duplicate item(s) are not detected and posted, the account will be debited for the duplicate deposit transaction.

My deposit was rejected after being submitted. Why would this happen?

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The deposit could be rejected for any of the following reasons (this is not an all-inclusive list):
1. Front and/or back image is not legible, including but not limited to: MICR information (routing and account information on the bottom of the check), payee, and/or maker information
2. Written and numerical amounts do not match
3. The endorsement or authorized signature is missing or incomplete
4. Duplicate item
5. The payee is not on the deposit account (third party)

What should I do with a check after it has been scanned?

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You should securely store each original check for at least 60 calendar days from the date the image transmission confirmation is received. Please note that you are solely responsible and liable for the security and storage of the original checks and for any loss or misappropriation of these checks. After the 60 days, you may dispose of the check in a manner which will ensure the check will not be presented again, such has shredding, marking the check as “Electronically Presented” or “VOID”, or you may continue to securely store to ensure that it is not presented again for payment.

Are deposits placed on hold?

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All transactions are subject to Citizens State Bank’s Funds Availability Policy and will be reviewed accordingly. Please refer to the Services Agreement for Funds Availability for additional information.

If a check is returned against my account, can it be redeposited?

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As each check situation may vary, contact our Customer Care department for further instructions.

What are some tips for using Mobile Deposit?

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1. Make sure the check amount entered matches the amount written.
2. Verify that the back of your check is signed (endorsed) and labeled, "For Mobile Deposit Only to Acct #_______".
3. Flatten folded or crumpled checks before taking your photos.
4. Keep the check within the on-screen corners when capturing your photo.
5. Take the photos in a well-lit area on a dark background.
6. Keep the phone flat and steady above the check when taking your photo.
7. Avoid shadows of the check.
8. Make sure the entire check image is visible and in focus before submitting your mobile deposit.

How far in advance should I schedule payments?

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