blue texture fading into Citizens Bank main office

Welcome to the Citizens Bank Family

At the close of business on December 10, 2021, the Buckhannon and New Martinsville offices of Community Bank will be fully integrated into Citizens Bank of West Virginia.  We know that change can be inconvenient and appreciate your assistance and patience as we work to bring you access to world-class technology and the best in banking and wealth management products and services. We are honored to have the opportunity to serve your financial needs and look forward to serving you for a lifetime!


CONTACT US

TELEPHONE

(304) 636.4095 or (800) 797.5790

 EMAIL

CustomerService@citizenswv.com

IN PERSON

Visit your nearest Citizens Bank of West Virginia office.
Elkins • Beverly • Parsons • Snowshoe • Buckhannon

Welcome Booklet Cover

Download the Welcome Booklet

Here

 

IMPORTANT DATES

Here is a timeline to help you get ready for the transition to Citizens Bank of West Virginia.

Prior to Wednesday, December 1

BILL PAY

  • The last day to set up or modify bill payments is December 1. Your Community Bank bill payment service will be deactivated at 9:00 am on Monday, December 6. All bill payments scheduled to occur on or before this date will be processed as scheduled.
  • Wait to schedule payment for any other bills due after the December 10 transition to Citizens Bank is complete or use an alternative method of payment.
  • We suggest you print or download your Community Bank bill pay history for your records prior to December.

Friday, December 10

DEBIT CARDS

  • Community Bank debit cards will no longer work after 4:00 pm.
  • You may begin using your Citizens Bank of West Virginia debit card and PIN, or with a signature, after 4:00 pm.

ONLINE & MOBILE BANKING

Access to accounts using the Community Bank online banking and mobile app will end at 4:00 pm.


STATEMENTS

  • eStatement Customers: On or before Friday, December 10, print or archive your Community Bank statements from online banking for your records. To continue to receive eStatements after the transition to Citizens Bank, you will need to re-enroll.
  • You will receive a final mailed statement as of the close of business on December 10 from Community Bank.

OFFICE CLOSING

Buckhannon and New Martinsville locations will close at 3:00 pm.

Saturday, December 11

OFFICE CLOSING

Buckhannon and New Martinsville locations will be closed.

Monday, December 13

ACCOUNTS

All customers will have full access to all products and services.


CHECKS

Begin using your Citizens Bank of West Virginia checks. Destroy your Community Bank checks.


DIGITAL BANKING (ONLINE & MOBILE)

  • Visit citizenswv.com to login or download our mobile app to use Digital Banking beginning at 8:00 am.
  • Enroll in Citizens Bank of West Virginia Digital Banking and eStatements.

RECURRING TRANSFERS & BILL PAY

Confirm your recurring transfers, bill payees, and bill payments have converted successfully.


COURTESY COVERAGE

Drop off the Regulation E Courtesy Coverage opt-in form (on page 20) to your local Citizens Bank office (or drop in the mail).


CALL CENTER

Call Center is open 8:00 am to 5:00 pm at 800.797.5790 for assistance.

Frequently Asked Questions

These FAQs will provide important information regarding accounts, services, and temporary interruptions during the transition. We appreciate your patience and look forward to serving you as Citizens Bank of West Virginia.

GENERAL

Q. When will the transition from Community Bank’s Buckhannon and New Martinsville’s branches to Citizens Bank of West Virginia be complete?
A. The transition to Citizens Bank will begin at the close of business on Friday, December 10 and will be complete by 8:00 am on Monday, December 13.

Q. When can I start using Citizens Bank of West Virginia locations for my banking services?
A. Beginning Monday, December 13, 2021, all customers may visit any Citizens Bank office. For locations and hours, click here.

CHECKING ACCOUNTS

Q. Will my checking account number change at conversion?
A. No. Your account number will remain the same.

Q. What is Citizens Bank’s routing number?
A. Citizens Bank’s routing number is 051501150. You will need this after December 10, 2021, for things like ordering new checks, setting up new direct deposits, etc.

Q. How will my Community Bank checking account be affected?
A. At conversion, your Community 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:

Refer to the Product Comparison Chart in this 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 Community 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. Yes. You will receive new Citizens Bank of West Virginia checks via mail the first week of December. Please destroy your Community Bank checks after December 10, 2021.

Business customers will receive a $150 Deluxe credit voucher to order 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 office, 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. Citizens Bank and Community Bank will work together to get all automatic debits or credits transferred over to Citizens. However, the federal government and some other vendors may not allow us to make changes on your behalf. Do not make any changes prior to the effective date of the conversion. If you have questions, please contact our Customer Service department at 304.636.4095 or 800.797.5790; by email CustomerService@citizenswv.com or contact your nearest Citizens Bank office.

Q. Will stop payment requests made at Community 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.

DEBIT CARDS

Q. Will I receive a new debit card?
A. Yes. You will receive a new debit card and PIN via mail the first week of December. Your new debit card will have a new card number and PIN. The PIN may be changed beginning Monday, December 13.


ACTION ITEM:

Beginning at 4:00 pm Friday, December 10 you may use your new debit card and PIN, or with a signature.

Beginning Monday, December 13 you may change your PIN to a familiar number by calling 877.965.3344 or going to the “Manage Cards” tab in Digital Banking.


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 once you receive your new debit card.

SAVINGS ACCOUNTS

Q. Will my savings or money market account number change at conversion?
A. No. Your account number will remain the same.

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.

TELEPHONE BANKING

Q. Does Citizens Bank of West Virginia offer Telephone Banking?
A. Yes. Starting Monday, December 13, 2021 you can access Citizens Bank’s Telephone Banking by calling 888.444.4262 and using your current PIN. (If your PIN is any part of your social security number, you will be prompted to change it.)

DIGITAL BANKING & BILL PAY

Q. When will access to Community Bank Online and Mobile Banking end?
A. Customers can access Community Bank’s Online and Mobile Banking until 4:00 pm on Friday, December 10, 2021.

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 am on Monday, December 13.

  • Visit our home page and locate the login box, or download our mobile app* and enter your current username. For your password, enter your username plus the last four digits of your social security number.
  • Follow the steps as prompted.

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

* 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
  • eBills may need reenrolled. Confirm your bill payees and bill payments have converted successfully.
  • Bill Payment Payees

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 “Preferences” and then “Alerts” in online 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, December 13 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 Community Bank Online Banking customer?
A. Beginning Monday, December 13, 2021, 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 office.


ACTION ITEM:

Download the Citizens Mobile Banking App.

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Q. Will my Community 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 COMMUNITY 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 for assistance.

WIRE TRANSFERS

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.

Beginning December 13, 2021 – You will need to use Citizens Bank’s routing number 051501150 for all incoming wires or your request will not be processed.

LOANS (Mortgages |Home Equity | Consumer | Commercial)

Q: Will the rates, payment dates or terms change on my current loan?
A: When your Community Bank loan transitions to Citizens Bank, all terms and conditions will remain the same. When your loan matures, you will receive a letter from Citizens Bank with information about your options, including current rates and terms.

If you have a recurring Community 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 Community 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. If you are debiting your Community Bank checking or savings account to pay a loan at another financial institution, you will need to contact that financial institution to provide your new Citizens Bank transit routing number (05101150).

Beginning December 8, 2021 – 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 Community Bank HELOC checks.

ACCOUNT STATEMENTS

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 Community Bank statement will be cut and mailed at the close of business on Friday December 10, 2021, and then your normal statement cycle will resume. Interest-bearing checking accounts and savings accounts will have interest posted on December 10, 2021. Monthly service charges will not be assessed on the December 10, 2021 statement.

Community 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 Community Bank statements prior to December 10 at 4:00 pm. Your previous electronic statements will not be available for a period of time. Check our website for updates


 

CREDIT CARDS

Q. Will I be able to continue to use my current Community Bank credit card?
A. Yes. You can continue to use your current credit card and mail payments to the address on your billing statement.

Q. Are credit cards available through Citizens Bank of West Virginia?
A. Yes. Citizens Bank offers a variety of credit cards that can meet your needs and lifestyle, many with unique rewards and special benefits. Learn More

CERTIFICATE OF DEPOSIT (CD) & INDIVIDUAL RETIREMENT ACCOUNT (IRA)

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

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

SAFE DEPOSIT BOXES

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 in the Welcome Booklet.

DIGITAL BANKING

First-Time Login | Sign Up | Mobile App

If you were already a Community Bank Online Banking User:

You can begin to access Citizens Bank’s Digital Banking at 8 am on Monday, December 13.

  • Visit our home page and locate the login box, or download our mobile app* and enter your current username. For your password, enter your username plus the last four digits of your social security number.
  • Follow the steps as prompted.

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

If you were NOT already a Community Bank Online Banking User:

Beginning at 8 am on Monday, December 13, you can visit our home page and locate the login box, or download our mobile app and click “Sign Up”. Then follow the steps as prompted.

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


DOWNLOAD THE CITIZENS MOBILE BANKING APP

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


Citizens Bank Digital Banking

  • Make Mobile Deposits
  • Pay Bills and Add New Payees
  • Make Real-Time Person-to-Person (P2P) Payments
  • Check Account Balances
  • View Transaction History
  • Transfer Money to and from your Internal and External Accounts
  • Biometric Authentication
  • Forgot Password Reset
  • On-Device Enrollment
  • Set Debit Card Controls
  • Check your Balance on Apple & Android Wearables
  • Set Up Custom Account Alerts
  • Aggregate All of Your Accounts in One Place Using our PFM (Personal Finance Manager)
  • Find ATMs and Branch Locations

Learn More