Citizens Zero Liability Policy

Use your card worldwide without worry. Citizens protects your card information so you won’t be held liable for unauthorized purchases made with your card or account information.*

How does the Citizens Zero Liability policy work?

You discover fraudulent or suspicious activity on your monthly statement
You should immediately call us at 1-800-922-9999 to report the activity so we can take immediate action to regain control of your account. Mobile app users who suspect fraud on a debit transaction are able to initiate a claim directly through the app**. Go to your transactions and choose one you suspect as fraud and begin the dispute process.
As a first step, Citizens will deactivate your current card and issue you a new one
The Internal Claims Group will research all items that you have reported as unauthorized
When the research is complete and all fraudulent purchases have been verified, we will return misused funds to your account

Our commitment to you

If your account is compromised we will take every possible action on your behalf to resolve the issue quickly and with as little inconvenience as possible.

* Citizens Zero Liability policy covers U.S.-issued cards only. Does not apply to ATM transactions, PIN transactions not processed by Mastercard, or certain commercial card transactions. Individual provisional credit amounts are provided on a provisional basis and may be withheld, delayed, limited, or rescinded by your issuer based on factors such as gross negligence or fraud, delay in reporting unauthorized use, investigation and verification of claim and account standing and history. Cardholder must notify Citizens immediately of any unauthorized use. Transaction at issue must be posted to your account before provisional credit may be issued.

** Wireless carrier, text and/or data charges may apply.