Online Banking

At Citizens Bank of West Virginia our first priority is protecting your personal information.

  • We are always on guard to anticipate, address and help prevent security threats.
  • 24/7 surveillance and security systems strictly control access to all of our offices.
  • Citizens Bank will automatically log you out of our online banking after 20 minutes of inactivity. This timed log off reduces the risk of unauthorized access to your account from an unattended computer.
  • Citizens Bank's mobile applications (for smartphones, iPads and other mobile devices) will automatically log you out after 20 minutes of inactivity. This helps reduce risk from unauthorized access to your account if your mobile device is lost or stolen.
  • We encrypt your confidential banking data to protect it on route to and from our servers.
  • We monitor payment channels for suspicious transactions to detect fraud.

While identity theft can happen to anyone, there are some things you can do to reduce your risk. The Federal Trade Commission’s site provides the most up-to-date information on how to deter, detect, and defend against identity theft. 

If you think someone is using your personal information to open accounts, file taxes, or make purchases, visit to report and recover from identity theft.


Take action immediately by following these three steps...

1. Contact the fraud department of one of the three major credit bureaus to place a fraud alert on your credit report. The company you call is required to notify the other two credit bureaus to place an alert on their versions of your report. The fraud alert tells creditors to contact you before opening any new accounts or making changes to existing accounts. Also, ask for a free copy of your credit report and request that only the last four digits of your Social Security number appear on your report.
P.O. Box 740241
Atlanta, GA 30374-0241

P.O. Box 2002
Allen, TX 75013
888.EXPERIAN (397.3742) 

Fraud Victim Assistance Division
P.O. Box 6790
Fullerton, CA 92834-6790
2. Contact your creditors to close any accounts that have been tampered with or opened fraudulently. If you believe your Citizens Bank accounts or debit cards were used fraudulently, contact these numbers: 

ATM or Visa Debit Cards - 304.636.4095 during banking hours; 800.554.8969 after banking hours.

3. File a police report with your local police department or the police in the community where the identity theft took place. Request a copy of the report to submit as proof to your creditors.


  • Do not reply to the unsolicited e-mail or respond by clicking on a link within the unsolicited e-mail message.
  • Contact the actual business that supposedly sent the e-mail through a secure Web site or a phone number that you know to be legitimate.
  • Enter personal data only on Web sites known to be legitimate and secure—look for a “locked padlock” in the browser or “https” at the beginning of the Web site address for proof of security.
  • Update anti-virus software and security patches to system software regularly.
  • Check statements regularly, verify all transactions and notify financial institutions immediately of suspicious transactions.
  • Forward suspicious e-mails to the Federal Trade Commission at or file a complaint with the FTC at or by calling 877-ID-THEFT. 


Install anti-virus, anti-malware, and anti-spam software

  • Computer viruses can install malicious software ("malware") programs on your computer without you knowing it.
  • Anti-virus and anti-malware software helps detect and remove viruses and other types of malware from your computer.
  • Anti-spam software helps prevent spam and junk email from entering your inbox.
  • Use reputable software.
  • Don’t install software offered through pop-up windows warning you that your computer is infected. These may actually install malware!
  • To securely close a pop-up window, do not click the "X" in the upper-right corner of the window. Instead, right-click on the task bar button (at the bottom of your computer screen), and click Close, or use the Task Manager. If you cannot close the window using these methods, exit and restart your Internet browser.
Install a firewall and keep it turned on
  • Your computer should have a firewall.
  • Firewalls help protect your computer against criminals who want to crash your computer or delete or steal confidential information.
  • Firewalls come prepackaged on some operating systems or may be purchased for individual computers.

Need help with Anti-virus or Firewall software?

Operating System

What You Need

Where to Get help

Microsoft Windows

  • Anti-virus software (included in recent versions of Windows)

  • A firewall (included in recent versions of Windows)

Go to Microsoft Safety & Security Center

Apple Mac OS X

  • Make sure "software update" is enabled from the Apple Menu

  • Schedule weekly checks for new software updates in "system preferences"

Go to Mac OS X: Updating Your Software

Use strong passwords and change them frequently
  • A strong password should combine no fewer than 8 letters, numbers, and symbols.
  • Never share your password with anyone.
  • Create a unique user ID and password for online banking that you never use anywhere else (for example, webmail, social networking or any other online accounts).
  • Don’t carry passwords around in your wallet—especially if they are listed along with usernames and websites.
  • Never use a password you’ve seen used as an example or in a list of good passwords.
  • Make your password easy to remember and hard to guess. Consider changing letters for numbers or symbols.
Erase or destroy your hard drive before discarding your old computer

Private information stored on your computer’s hard drive should be erased or destroyed before you get rid of your computer. First, make a backup copy of any important data you want to save. Then, to erase information permanently, you must either wipe (or “scrub”) your hard drive with special software or physically destroy it. These steps are necessary because your files may be easily recoverable even after you have deleted them or put them in the recycle/empty bins. Learn more about how to safely dispose of old computers and hard drives.

Keep your system current
  • Keep your computer operating system, Internet browser, and other software up-to-date for additional protection against fraud and theft.
  • Most current operating systems have the ability to automatically update critical system files to better protect your computer.
  • Regularly update Adobe Flash.
  • Regularly update Acrobat Reader for Windows or Macintosh.
Change default passwords and network names
  • When you buy a wireless router or cable modem, it comes with a default password set up by the manufacturer. Be sure to change the default password to your own unique password.
  • Routers come from the manufacturer with a default name or SSID - the name that shows up when you search for a wireless network to get on the Internet. Change the default SSID. 
  • Following the manufacturer’s instructions, make sure the encryption (for example, WPA2 or WEP) on your wireless router is turned on.

Important Reminder:
Citizens Bank of West Virginia will never ask you for personal information. We will never contact you via telephone, text message or email asking for any account information, passwords or debit card PIN numbers. If you receive a call of this nature, do not give out any information and contact your local branch immediately. 

Online Banking