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A NEW ONLINE & MOBILE BANKING EXPERIENCE IS HERE!

In an effort to better serve our customers, Citizens Bank & Trust will be upgrading our Online and Mobile Banking platforms on March 21, 2022 . The new platforms will offer an enhanced user experience and access to more financial tools that make banking with us that much better.

In addition to this technology upgrade, we're also reissuing debit cards as we will be moving from MasterCard to Visa. In preparation for the upgrade, please review the important information below.

The new Citizens Mobile App is live! Download in the App Store or Google Play simply by searching "Citizens Bank & Trust AL". First time login instructions are below for current users. 

You should begin using your new Visa® debit card at 3 a.m., Monday, March 21.
MasterCard® debit cards will stop working at that time.

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System Upgrade Details

CUSTOMER ACTION NEEDED PRIOR TO UPGRADE      ACTION REQUIRED

Please be sure to contact the Bank to verify that we have your current contact information. Accurate phone numbers are critical in order to verify your identity during your initial log in to the new Online and Mobile Banking as well as activating your new debit cards. If you would like to keep your transaction category history or transfer descriptions, you must download the information prior to March 17. We recommend downloading statements if needed for tax purposes as well. 

SYSTEM DOWNTIME

Online, mobile, and telephone banking will be unavailable after 4:00 p.m. on Thursday, March 17. The new systems will be available on Monday, March 21.

NEW SYSTEM LOG IN INSTRUCTIONS

Your username (also referred to as User ID) will remain the same and must be entered upon first log in. Once entered, you will be directed to verify your identity via a text message or phone call. Once your identity has been verified, you will be prompted to create a new password.

Note: The same log in process will apply when logging in for the first time via our Mobile Banking app. You will need to download the NEW app prior to logging in for the first time on or after March 21.

DEBIT CARD UPDATE      ACTION REQUIRED

We will be issuing new Visa® debit cards in early March. Please be sure to keep an eye on your mailbox. Once received, we encourage you to activate your new debit card right away.

Your old Mastercard® debit cards will no longer work after 3:00 a.m. CST on Monday, March 21. Please begin using your new card at this time.

NEW! MOBILE BANKING APP

As part of the upgrade, we are also launching an updated Mobile Banking app. The new app will be available to download by end of day on Monday, March 21. At that time, you may delete the old app.

ACCOUNT NAME CHANGES

Some of our account names will be changing with the upgrade. Please see those details below.

The following accounts will have a new name effective March 21:

    • Kasasa Cash will become Citizens Cash
    • Kasasa Cash Back will become Citizens Cash Back
    • In Control Checking will become Citizens Basic

Kasasa Tunes becomes Student Cash Back: The terms and conditions will change for Kasasa Tunes as we will no longer have this account that offers rewards to iTunes or Amazon. Kasasa Tunes will be replaced with our new Student Cash Back account. Our new Student Cash Back account will offer $5.00 cash back each time you meet the two qualifications below. 

    • Have at least 10 debit card transactions to post and settle during your monthly statement cycle

If you do not qualify, you simply do not earn the $5.00 reward. No fee is assessed for this account. 

Your System Upgrade Checklist

1. Update Contact Information if Needed

Please be sure to contact the Bank to verify that we have your current contact information. Accurate phone numbers are critical in order to verify your identity during your initial log in to the new Online and Mobile Banking as well as activating your new debit cards.

2. Download Transaction Categories, Transfer Descriptions, and/or Online Statements if needed.

If you would like to keep your transaction category history or transfer descriptions, you must download the information prior to March 17. We recommend downloading online statements prior to March 17 if needed for tax purposes. 

3. Activate Your New Debit Card 

We will be issuing new Visa® debit cards in early March. Please be sure to keep an eye on your mailbox. Once received, we encourage you to activate your new debit card right away.
Your old Mastercard® debit cards will no longer work after 3:00 a.m. CST on Monday, March 21. Please begin using your new card at this time.

4. Establish a backup payment method

Have a secondary payment method (i.e., cash or your Citizens Bank & Trust Credit Card) in the unlikely event that your new debit card has issues.

5. Log in to the System (via Citizens Online Banking or the Citizens Mobile App)

If you are an online banking user, log in to the new system on or after March 21.

  • App users will need to delete and re-download the new Citizens Mobile App

6. Keep the Checklist 

Keep this checklist handy. If you need assistance, visit your nearest Citizens Bank & Trust location or call us
at 256-505-4600.

FAQ

General

Why are you upgrading your system?
Great question! By upgrading our operating systems, we are enhancing the security of your account, both inside the bank and from any online or mobile access points you may choose to use with us. The new system will also allow us to serve you more quickly, more efficiently and more comprehensively whether you are visiting in the branch, on the phone with our Call Center, or managing your accounts through online, mobile, or telephone banking.

Debit Cards

Will my debit card work during the system upgrade weekend?
You will receive a new Citizens Bank & Trust Visa Debit Card in March. We encourage you to activate this card per the instructions provided upon receipt. Your old Citizens Bank & Trust MasterCard Debit Card stop working at 3:00 a.m. on Monday, March 21. Your new Visa Debit Card will begin working at this time. We encourage having a backup payment method (i.e., cash or your Citizens Bank & Trust Visa Credit Card) for any unforeseen circumstances.

Will my debit card numbers change?
Yes. We are moving from Mastercard to Visa debit cards. Card numbers and PINs will change.

Will I need to order a new debit card?
No. New debit cards will be mailed to all debit card holders in March. 

Account Changes

Will my account change in any way?
For majority of customers, no, this system upgrade will not affect your accounts. A few accounts will have a new name: Kasasa Cash, Cash Back, In-Control Checking. The Terms and conditions will not change for these accounts.

The following accounts will have a new name effective March 21:

    • Kasasa Cash will become Citizens Cash
    • Kasasa Cash Back will become Citizens Cash Back
    • In Control Checking will become Citizens Basic

Kasasa Tunes becomes Student Cash Back: The terms and conditions will change for Kasasa Tunes as we will no longer have this account that offers rewards to iTunes or Amazon. Kasasa Tunes will be replaced with our new Student Cash Back account. Our new Student Cash Back account will offer $5.00 cash back each time you have 10 debit card transactions post and settle in during you monthly statemet cycle.

    • Have at least 10 debit card transactions to post and settle during your monthly statement cycle

If you do not qualify, you simply do not earn the $5.00 reward. No fee is assessed for this account. 

Will my account number change?
No.

Will my statements change?
Yes, all statements will have a new, easy-to-read, look and feel. Additionally, all customers will have a statement sent on February 18. Customers will receive 2-3 statements that cover the month of February, depending on the type of account.

Will this affect Direct Deposit or ACH transactions?
No, all automated transactions will occur as scheduled.

Will new checks need to be ordered?
No, you may continue using your current checks as normal.

Online/Mobile Banking

Will there be any downtime for online banking or mobile banking?
Yes. Online and mobile banking will be down beginning 4pm Thursday, March 17. The new platforms will be available Monday morning, March 21. 

Will online banking passwords change? 
Yes. You will need to know your current user ID to log in for the first time.

Can I still access my Online Statement? 

Online Statement history prior to March 17 will be unavailable for several weeks within the new platform. However, you may download your statements prior to Marchh 17 if needed or contact the Bank if you download your statement in time and we can assist you.   

Will the core conversion affect 24-Hour Telephone Banking?
Yes. Telephone banking will be down until from Thursday, March 17, to Monday, March 21.

Will Bill Payee and pending payments be converted to the new Online Banking platform?
Yes. This will be a seamless transition for our retail customers.

When will EasyPay stop working?
March 4, 2022

What is Zelle:
Zelle will replace EasyPay. It’s a fast, safe, and easy way to send money to friends, family, and others. Learn more here.

When will Zelle be live?
Thursday, March 24, 2022

Will external transfers convert?
No. External transfers will not convert. Customers will sign up for TransferNow to set up new external transfers. 

Is there a cutoff for external transfers before the upgrade?
Yes. The last day to send an external transfer is March 17.

Loans and Credit Cards

Will my loan account number change?
No. There will be no account number changes to loans.

Does a new coupon book need to be ordered for my loan or mortgage?
No.

Will any of the terms and conditions for my loan account change?
No, all terms and conditions will remain the same. 

Will customers receive a new Credit Card?
No. There will be no changes with credit cards.   

Security

Remember, Banks Never Ask That

Every day, thousands of people fall victim to fraudulent calls, emails, and texts from scammbers pretending to be their bank. While we'll be sending you more information than usual as we work toward our system upgrade, we want to remind our customers that there are things we will never ask you for:

  • Your account number
  • You PIN
  • Your birthday
  • Answers to your security questions
  • Share a one-time code
  • Download an attachment

Check out our full blog post, Banks Never Ask That, to learn things you can look for and do to help keep your information secure. 

*Note: You may be asked to verify confidential information when you call your bank, but rarely the other way around. If you're ever in doubt that a bank call is legitmate, or if a caller pressures you to stay on the line and provide bank information right away or something bad will happen, it is a scam. Hang-up and call your bank or the call the number on the back of your card and speak to a real bank employee. 

Extended Call Center Hours

We're here to help. Please call us for assistance at 256-505-4600.

Extended Call Center Hours:
March 19 - 20 | 9 a.m. - 5 p.m.
March 21 - 25 | 7 a.m. - 7 p.m. 

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Third party fees for Internet, messaging, and data plans may apply.

Visa is a registered trademark of Visa International Service Association.

Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated.

Zelle and Zelle-related marks are wholly owned by Early Warning Services, LLC and are used herein under license.