Q. When will the transition from Miners & Merchants Bank to Citizens Bank of West Virginia be complete?
A. The transition to Citizens Bank will begin at the close of business on Friday, March 20 and will be complete by 8:00 am on Monday, March 23.

Q. When can I start using Citizens Bank of West Virginia locations for my banking services?
A. Beginning Monday, Monday, March 23 all customers may visit any Citizens Bank financial center. For locations and hours, click here.

Q. Will my checking account number change at conversion?
A. No. Your account number will remain the same, unless you received a separate notice regarding a change in account number. Very few account numbers are changing.

Q. How will my Miners & Merchants Bank checking account be affected?
A. At conversion, your Miners & Merchants Bank account will remain the same or transition to a similar Citizens Bank account. Refer to the Product Comparison Chart on page 6 of the Welcome Booklet for details.

Q. What benefits will my Citizens Bank of West Virginia account have?
A. All Citizens Bank Checking accounts come with:

• Digital Banking (Online & Mobile*) with Bill Pay
• Visa® Debit Card
• Access to Citizens Bank ATMs – Plus Surcharge-Free Sheetz ATMs
• Access to nine Citizens Bank financial centers

Refer to the Product Comparison Chart in the Welcome Guide for account specific details.

* Messaging and Data Rates May Apply. Check with your mobile phone carrier for details.

Q. If I write a check before the conversion and it doesn’t clear until after the conversion will it be paid?
A. Yes. All Miners & Merchant Bank checks will automatically be sent to Citizens Bank. If the funds are available in your checking account, the checks will be paid.

Q. Will I receive new Citizens Bank of West Virginia checks?
A. No. You can continue to use your existing Miners & Merchant Bank checks.

Q. What should I do if I need to reorder checks?
A. When you need to order new checks after conversion, you can do so by visiting your local Citizens Bank financial center, or online at citizenswv.com under Personal or Business/Other Services.

Q. Will direct deposits and/or automatic debits to, or from, my account change?
A. No. Existing automatic transactions will transition to Citizens Bank at conversion.

Q. Will stop payment requests made at Miners & Merchants Bank be honored?
A. Yes. If you currently have a stop payment order in effect for any item on your account, it will be honored by Citizens Bank.

Q. Will I receive a new debit card?
A. Yes. You should have received a new debit card in the mail the second week of March. It will have a new card number and include a sticker with instructions on how to activate your card and set your PIN starting Monday, March 23.

ACTION ITEM:

Beginning Monday, March 23 you may activate your new card by calling 877.965.3344 and choose your PIN. Once activated, you may begin using the new Citizens debit card.

Q. Will my debit card or ATM limits change?
A. Limits may be different. Please refer to the Electronic Funds Transfers Disclosure on page 12 of the Welcome Booklet.

Q. Will I need to change recurring payments on my debit card?
A. Yes. You will need to update your debit card number for recurring payments that will occur after March 23.

Q. Will my savings or money market account number change at conversion?
A. No. Your account number will remain the same, unless you received a separate notice regarding a change in account number. Very few account numbers are changing.

Q. If I have a savings to checking overdraft sweep or recurring transfer from checking/savings, do I need to make any changes?
A. No. These services will continue as scheduled.

Q. When will access to Miners & Merchants Bank Online and Mobile Banking end?
A. Customers can access Miners & Merchants Bank’s online and mobile banking until 5:00 pm on Friday, March 20.

Q. When can I log in to Citizens Bank of West Virginia’s Digital Banking?
A. You can begin to access Citizens Bank’s Digital Banking at 8:00 am on Monday, March 23. Please refer to page 4 of the Welcome Booklet for additional instructions.

If you need assistance with digital banking, please call 800.797.5790 or visit your local Citizens financial center.

* Messaging and Data Rates May Apply. Check with your mobile phone carrier for details.

Q. Will my online information be converted to Citizens Bank of West Virginia?
A. Yes. The following information will be converted to Citizens Bank Digital Banking:

• Username
• Accounts
• Bill Payment Payees
• Bill Payment History

The following information will NOT be converted and action is required:

• Alerts: To set your alerts, which can remind you of important dates, notify you of certain transactions and more, click on “Menu” and then “Manage Alerts” in digital banking.
• eStatements: In order to continue getting your statements and other account notifications online, log in to digital banking, under menu go to Documents, choose Statements under Document Type, select the Accounts you want to receive via eStatements, click Apply, review Terms and select your accounts for eStatement Enrollment. You will need to Click View Test Document to confirm your device is capable of displaying the documents and click Accept Terms.

ACTION ITEM:

On Monday, March 23 enroll in eStatements in Digital Banking. (Be sure to confirm your device and accept the terms to complete enrollment.)

Q. When are the funds taken out of my account for Bill Pay?
A. Funds are taken out at the time the payee cashes the check or the electronic payment is processed.

Q. How do I sign up for Citizens Bank of West Virginia Digital Banking if I am currently not a Miners & Merchants Bank Online Banking customer?
A. Beginning Monday, March 23 you can visit citizenswv.com and click “Sign Up” under the Online or Mobile Banking Login.

If you need assistance with digital banking, please call 800.797.5790 or visit your local Citizens financial center.

ACTION ITEM:

Download the Citizens Mobile Banking App.

Q. Will my Miners & Merchants Bank scheduled or recurring transfers between accounts carry over in digital banking?
A. Yes. Your scheduled and recurring transfers between accounts will continue to happen. HOWEVER, YOUR MINERS & MERCHANTS BANK SCHEDULED AND RECURRING TRANSFERS WILL NO LONGER BE VISIBLE IN CITIZENS BANK OF WEST VIRGINIA’S DIGITAL BANKING. Before recreating existing transfers, please contact Customer Service at 800.797.5790 to confirm existing transfers and avoid duplicates.

Q. Are Wire Transfers available at Citizens Bank?
A. Yes. Wire transfers at Citizens Bank allow you to transfer funds between your Citizens Bank account(s) and accounts at other financial institutions. Wire transfers can be used for domestic or international transactions.

Q: Will the rates, payment dates or terms change on my current loan?
A: When your Miners & Merchants Bank loan transitions to Citizens Bank, all terms and conditions will remain the same.

If you have a recurring Miners & Merchants Bank loan payment set up from a checking or savings account, the payment information will transfer to your new Citizens Bank loan once the transition is complete. This applies to payments debited from a Miners & Merchants Bank account or an account at another financial institution.

PLEASE NOTE: If you are using another bank’s bill payment service to make your loan payment, you will need to update the loan payment address to Citizens Bank as noted below.

Beginning March 20, 2026 – please mail loan payments to the following address:
Citizens Bank of WV
Attn: Loan Operations
PO Box 1519
Elkins, WV 26241-1519

For your convenience, Citizens Bank also offers several ways to make your monthly loan payments.  Learn More

Q. Will I need new Citizens Bank Home Equity Line of Credit (HELOC) checks?
A. Yes. You will be provided with new HELOC checks. Please destroy your Miners & Merchants Bank HELOC checks after you receive your new checks.

Q. Will there be any changes to my account statements?
A. Your statement will continue to be sent to you as it is today. A final Miners & Merchants Bank statement will be cut and mailed at the close of business on Friday March 20, 2026, and then your normal statement cycle will resume. Interest-bearing checking accounts and savings accounts will have interest posted on March 20, 2026. Monthly service charges will not be assessed on the March 20, 2026 statement.

Miners & Merchants Bank electronic statements will not be available in digital banking for several weeks after the transition. Once they are accessible, you will be able to view and download up to six (6) months of statements. (You must be enrolled in eStatements to view or access your electronic statements.)

ACTION ITEM:

Print or archive your Miners & Merchants Bank statements prior to March 20 at 4:00 pm. Your previous electronic statements will not be available for a period of time.

Q. Will my CD or IRA account number change?
A. No. Account numbers will remain the same.

Q. Will there be any changes to my existing CD or IRA?
A. Your current CD and IRA account terms and conditions will remain in effect until maturity/renewal. A Renewal Notice will be sent prior to your renewal date and there is a ten (10) day grace period after the renewal date to make any changes. You may contact us at 800.797.5790 for current rate information.

Important Change in Terms Upon Renewal of Your Account – New Early Withdrawal Penalty

• For terms twelve (12) months or less, the penalty will be three (3) months’ interest on the amount withdrawn.
• For terms greater than twelve (12) months, the penalty is six (6) months’ interest on the amount withdrawn

Q. What will happen to my safe deposit box?
A. If you currently have a safe deposit box, you can continue to use the same box with the same key without any interruption of service. Boxes will renew on their original renewal date. An annual rent billing notice will be mailed to you prior to the payment due date. For other fees, refer to the Schedule of Fees (page 10) in the Welcome Booklet.