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Email Fraud, Phishing or Spoofs

At no time will you ever receive a call or email from the bank asking you for login credentials. If you receive a suspicious phone call or email asking you to provide your authentication credentials you should decline to do so and call us at 270-465-8193.

Citizens Bank will never send an e-mail request asking for our customers to verify or update personal information or passwords by replying to the e-mail or by going to a Web site through a link included within the e-mail. Even if you don't provide information, by clicking on the link you could expose your operating system to a virus or to software that enables criminals to "eavesdrop" on your keystrokes and capture your passwords and other confidential information. If you believe you have received or replied to a suspicious e-mail or provided private information about your Citizens Bank account, please contact us immediately at 270-465-8193 or via email at

Understanding the different types of fraud will help you avoid becoming a victim. Stay informed on the latest online fraud threats by reading below:


Phishing involves fraudsters who send messages to lure personal information (credit card numbers, bank account information, Social Security numbers, passwords or other sensitive information) from unsuspecting victims. Phishing may occur through fraudulent emails, text messages or direct phone calls claiming to be a financial institution, or another company you have a customer relationship with, asking you for you personal information. These types of attacks may also be referred to as SMishing or SMS phishing, or Vinishing (Voice Phishing).


Malware, short for "malicious software", includes viruses and spyware installed on your computer, phone or mobile device without your consent. Malware can be used to steal personal information, send spam and commit fraud.

Lost or Stolen ATM or Debit Card

Please report a lost or stolen card by call us immediately at 270-465-8193 (or 800-472-3272 after hours). We will ensure that your card is cancelled and that a new card is sent via U. S. mail.

ATM and Card Protection Tips

  • Be cautious and always pay attention to your surroundings when using your credit, debit or ATM card at an ATM or Point of Sale device
  • When entering in your PIN, hid it from view so others nearby cannot see it
  • Do not us an ATM or Point of Sale device if you notice suspicious individuals or possible tampering of the machine or device, including scratches, marks, adhesive or tape residues
  • Report any suspicious or fraudulent activity immediately to the owner of the ATM or Point of Sale device or local law enforcement 
  • Be suspicious if a store employee takes your card out of sight in order to process your transaction, asks you to swipe your card through more than one machine 
  • Monitor your account or credit card statements for unusual or unauthorized transactions

What is Card Skimming?

Card skimming is the illegal copying of information from the magnetic strip of a credit, debit or ATM card. Skimming devices can be placed on or near an ATM or any device in which you swipe you card to make a payment (commonly referred to as Point of Sale device) and can be difficult to spot.

Notifying Credit Bureaus

It is highly recommended that you contact the three national consumer reporting agencies if you believe you have been a victim of identity theft. Ask each agency to place a "fraud alert" on your credit report and to send you a copy of your credit file.

Equifax - 1-800-525-6285
P O Box 740241
Atlanta GA 30347-0241

Experian - 1-888-397-3742
P O Box 9530
Allen TX 75013

TransUnion - 1-800-680-7289
Fraud victim Assistance Division
P O Box 6790
Fullerton CA 92634-6790

Online and Mobile Banking Security Steps

When you sign in to ExpressNet Online Banking from the Citizens Bank home page, your ID and Password are sent over the Internet from your computer to ours using Secure Socket Layer (SSL) technology. SSL encrypts your personal information before it leaves your computer, ensuring that no one else can read it.

You are assured complete protection and privacy. With the Citizens Bank secure connection, you can:

  • Check your account balances
  • Transfer funds
  • Order checks
  •  View images of your paid checks and pay bills electronically

Customer information never travels the Internet without encryption protection. In addition, we have taken other protective measures to ensure your privacy with firewall protection, log-in sessions with a time-out limit, and failed Password attempts lock-out. One of the most important security measures you can take is to keep your Password in a secure place where only you have access to it.

Step 1: Protect Your Computer

  • Install and update your anti-virus and anti-spy ware software frequently
  •  Keep your computer's operating system up-to-date
  • Make sure to keep your web browser software up-to-date by installing the most recent version
  •  If you computer's operating system has a firewall, enable it

Step 2: Keep Your Information Secure

  •  If you do not recognize the sender of an email or have any doubts about the authenticity of an email, do not respond and delete it immediately
  •  Do not open the email or click on links or attachments, especially if they tell you the problem is urgent or the attached file ends in ".exe"
  •  Don't give out personal information. Check a website's privacy policy before you give them your email address
  •  Always use secure passwords. A secure password consists of upper and lower case letters and numbers
  •  Never share your password with anyone
  •  Do not include personal or sensitive data in, or in response to, an email
  •  Monitor your account activity closely and watch for unusual activity. You can use Citizens Bank's NetTeller 
  •  Online Banking to monitor your balances, 24/7
  •  When you finish your online and/or mobile banking sessions, be sure to log out
  •  Do not store financial or personal information on your laptop, phone or mobile device

Step 3: Practice Safe Web Browsing

  • Only allow pop-ups from sites that you authorize
  • Do not give out personal information to blogs, forums and other social networking sites
  •  Only make online purchases using secure sites that encrypt your information. To determine if a site encrypts your information look for the locked padlock in the browser "https:" in the address line. The "s" means secure.
  •  Never access a website from a link in a suspicious email
  •  Access online banking sites by typing the address directly into the browser's address bar

Step 4: Protect Your Laptop, Phone and/or other Mobile Devices

  •  Be suspicious when installing applications/programs that require you to provide information that has nothing to do with the application's purpose
  •  If you use your laptop, phone or other mobile devices to conduct mobile banking, and your device becomes lost or stolen, contact your financial institution and cell phone provider immediately
  •  Never leave your laptop, phone or other mobile device logged on and/or unattended in public
  •  Password protect and lock your laptop, phone or other mobile devices when not in use
  •  Do not store financial or personal information on your laptop, phone or mobile device

How Citizens Bank Protects You

To prevent fraud and shield your critical financial information, Citizens Bank has enabled a number of security measures to protect you.

Secure Logins

Each time you log in to Citizens Bank's NetTeller Online Banking, we run a check on your Web browser to help ensure that your transactions will be secure. In addition, you'll be asked to provide a login ID and a password.

Verify your watermark image each time you login. Verify that the image on the left is the one you selected. If you have not set up your watermark image, a random image will appear. When you login, you will be prompted to select an image.

We encourage you to change your ExpressNet ID from the User ID created when you were enrolled in Online Banking. After you log into the ExpressNet Online Banking, click on the Options tab at the top of the page. There you are able to modify personal settings and login settings. Change your Online User ID to something that is known only to you and is easy for you to remember. Always use secure passwords. A secure password consists of upper and lower case letters, numbers and special characters.

Auto Log Off

Our system automatically logs you out after a period of inactivity. It's another way we work to keep your information safe and confidential.

Temporarily Disabling Your Online Account

We will temporarily disable your account after too many failed attempts to log in. you must contact the bank to regain access to your account. Follow the instructions on the screen to regain access.

Secure Socket Layer (SSL) Encryption

Citizens Bank utilizes Secure Socket Layer (SSL) technology to protect your data and transmissions over the Internet. This technology encrypts - or scrambles - the information you provide so it's difficult for anyone other than Citizens Bank to read it. We use this technology whenever confidential information, such as you account number or social security number is requested. The SSL protocol continuously verifies the identity of each party during the session, encrypting messages to help ensure they remain private and unaltered.


Citizens Bank data systems are protected by firewalls that are set up between our systems and the Internet. Any incoming messages must first pass through our firewall, which allows only certain types of messages to be sent through. This means only legitimate online banking messages will be recognized. Any other requests will be rejected before they can reach our systems.

Your Responsibility

As explained in the terms and conditions of the Citizens Bank Online banking service, you are responsible for keeping your online password, account numbers, personal ID information, and other account data confidential

Citizens Bank cannot be held responsible for customer errors or negligent use of the service and will not cover losses due to:

  •  Negligent handling or sharing of passwords leading to unauthorized access to accounts
  • Leaving a computer unattended during an Online session (always click Sign Off to end your session)
  • Failure to report known incidents of unauthorized account access within two business days 

How to Contact Us

To contact us about lost or stolen information, or suspected fraudulent activity you can contact us at:

Phone - 1-270-465-8193
E-mail - Send an e-mail to "customerinfo" at the bottom on any screen after signing in with your password.
Write - Citizens Bank & Trust, Online Banking, 201 E Main Street, Campbellsville, KY, 42718

Identity  Theft

Citizens Bank & Trust wants to help protect you from identity theft but we can only help you. It is your responsibility to become informed about fraud and identity theft. Fraudulent email (also called phishing, spoofing or imposter email) and fake Web sites are being used to trick people into providing personal information that can then be used for identity theft.

Citizens' fraud prevention and security systems protect you with latest encryption technology and secured email communication. You can also take steps to help reduce the risk.

Safeguard your Social Security number

  • Never provide your Social Security number unless you have initiated the contact and have confirmed the business or person's identity
  • Do not use your full or partial Social Security as a Personal Identification Number (PIN) or a password
  • If you must provide your Social Security number in an email or on a Website, ensure that it is encrypted, and you know how the recipient will protect it.
  • Do not record your Social Security number on a check, traveler's check, gift certificates, etc. unless required by law
  • Don't carry your Social Security card and be cautious of your surroundings when disclosing your Social Security number.

Eliminate paper

  • Reduce the amount of mail and paper with your personal information printed on it to reduce the chance of criminals stealing it
  • Stop receiving paper account statements and canceled checks. View and download them online instead.
  • Sign up for direct deposit to have your funds put directly in your account without paper checks.

Secure your computer

  •  Anti-spyware and anti-virus protection detects and removes viruses and spyware, which can steal vital information
  • A firewall prevents unauthorized users from gaining access to a computer, or monitoring transfers of information to and from the computer
  • Operating system and software updates, sometimes called "patches" or "service packs," should be installed as soon as possible.
  • Web browser updates are deployed with your security in mind so keep them current - check to see if your currently meets security requirements.