Zero Liability Protection Policy

Citizens Commercial Banking Use your card worldwide knowing that Citizens Bank won’t hold you responsible for “unauthorized transactions.”...

Citizens Commercial Banking

Use your card worldwide knowing that Citizens Bank won’t hold you responsible for “unauthorized transactions.” As a MasterCard cardholder, zero liability applies to your purchases made in the store, over the telephone, online, or via a mobile device. As a cardholder, you will not be held responsible for unauthorized transactions if:

You have used reasonable care in protecting your card from loss or theft; and
You have promptly reported to your financial institution when you knew that your MasterCard was lost or stolen.
As soon as you alert us, we act

If you spot fraudulent or suspicious activity on your account, report it immediately by calling us at
We’ll deactivate your current card and issue you a new one
Our Internal Claims Group will research all purchases made after the date of the suspicious activity
We’ll return the misused funds to your account once our research is complete and all fraudulent purchases have been verified
We’re committed to your credit card security

We will take every possible action on your behalf to resolve any fraudulent activity quickly, and minimize any inconvenience to you.
For more information on our MasterCard Zero Liability Protection Policy click here for details

Security, Privacy and Fraud Prevention

There is nothing more important than protecting you and your information — whether you’re doing business with us online, by phone or in one of our offices. To learn more about privacy, security, online fraud, and our Terms of Use, please select from the options below.

Protect Yourself

At Citizens Bank, your safety and security are our priorities. There are a number of ways to help guard against unauthorized use of your account and protect your identity. For example, the Contact Information section contains information on when and how the bank will contact you to help you avoid scams.

To report any suspected fraud concerning your Citizens Bank accounts, call us at 1-800-922-9999 or call the phone number found on the back of your credit/debit card or monthly statement.

  • Online and Mobile Banking Security
  • ATM and Card Security
  • Personal and Account Security
  • Unauthorized Transactions for Consumers
  • Contact Information
  • How Citizens Protects You

To prevent fraud and shield your critical financial information, Citizens Bank has enabled a number of powerful security measures to protect you online. For more information, click here.

  • FREE Trusteer Rapport security software
  • Get extra security when you bank and shop online.

Protect Your Business

Threats to your information and your account security are constantly changing. There are a number of ways to help to secure your business information. We also provide you information on when and how the bank would contact you in the Contact Information section.

  • Business Protection Tips
  • How Citizens Protects your Business
  • Contact Information
  • Unauthorized Transactions for Business and Commercial Customers
  • Contact Information
  • Privacy

We encourage you to learn how we handle and protect your customer information. Our employees have a strict responsibility to safeguard all Confidential Information. Confidential Information includes Social Security Numbers as enumerated in our company’s policies and Code of Business Conduct & Ethics. We implement reasonable measures to protect the confidentiality of Social Security numbers, to prohibit unlawful disclosure of Social Security numbers, and to limit access to Social Security numbers.

For specific information on how we protect your customer information please click on the policies below:

  • Customer Privacy Notice
  • Online Privacy Policy
  • Card Services Online Privacy Notice


Safeguarding your customer information is a main concern to us. It is important you understand the steps we have taken to safeguard your customer information.



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TechMoot: Zero Liability Protection Policy
Zero Liability Protection Policy
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