Frequently Asked Questions (FAQs)

1. What is my balance?

You can view your balance by logging onto our 24/7 online banking program at www.citizensedmond.com. Once you login, you will be given both a current balance and an available balance. The available balance reflects any transactions that have occurred during the present business day that have not yet officially posted to your account. Note: All transactions that are reflected in the available balance will post at midnight of that day.

2. I made a deposit on Saturday. Why is it not showing on my account yet?

Any transactions completed over the weekend (Saturday and Sunday) are actually completed on Monday's business day. You will see the deposit post to your account Monday at midnight.

3. I have been locked out of my online banking. Can you reset me over the phone?

Yes, we allow for your Online Banking to be reset over the phone. You will need to call the bank and verify your identity successfully in order to reset your password. You also have the capability of resetting yourself online after you enable this on your account. You must be logged into Online Banking, and from the main screen, you can go to your Options tab and fill in the spaces next to Personal Question and Personal Answer. The question and answer can be anything you want, but should be something only you would know. Once you have submitted the question and answer, you will be able to reset yourself online if you ever are locked out of Online Banking in the future. When the screen appears that says you are locked out, just click the Reset Password icon in the upper right-hand corner and follow the instructions.

4. How did I get locked out of online banking?

The only way you are locked out of online banking is if your password is entered incorrectly 3 times. Note: The password does not have to be entered incorrectly 3 consecutive times. It starts from the first time it is incorrect, which could have been when you entered it wrong once and corrected it in the past.

5. Why is my debit card not working?

There are a few reasons that your debit card may not be working at the present time:

  • The magnetic stripe could be too worn and is simply not reading anymore, or it was swiped too fast and was accidentally de-magnetized.
  • You may have outstanding transactions on your card that have not posted to your account on our main system yet, which is why you should check your online banking or call our Account Services department and we give you a balance that says you have enough money for a particular transaction.
  • If you are trying to use your card for more than $400 at an ATM or for more than $1500 at a retail business, it will be declined because you have exceeded the preset limits on the card. If you would like to see if your card limit can be raised, you may visit with any of our loan officers. Note: International customers without a social security number that have a debit card have a preset limit of $250 at both ATMs and retail business.
  • Your card expiration date is being entered incorrectly.
  • Your PIN is being entered incorrectly. If you need to change your PIN, you may call Account Services to reset you. You do not need to know your current PIN in order to change the number.

6. How much is my direct deposit?

You can view the amount of your direct deposit by either logging onto your online banking or by calling our Account Services department Monday-Friday from 7:00 a.m. - 7:00 p.m. and Saturday 8:00 a.m. to 2:00 p.m. Note: If your direct deposit has arrived but has not yet posted to your account, you may see it on your account labeled as "ACH Processing" until midnight when the deposit posts.

7. How am I overdrawn and can you refund the charges?

You become overdrawn when an item (check or electronic) tries to clear your account, but the balance is not large enough to cover the item. When this happens, the item(s) are then considered insufficient funds, and an insufficient funds charge is applied to each item that cannot clear your account. This can cause your account to become overdrawn (depending on your remaining balance after the charges have been assessed). Also, everyday that your account is overdrawn (starting from the day the negative balance begins) you are charged a daily overdraft fee. Unless it is the first time for you to be insufficient or if a bank error caused you to be overdrawn, we will not be able to refund the charges.

8. What has paid on my account and is there anything coming in today?

When checking your account, anything that says "ACH Processing", "Vertex Tran", "Inquiry credit post", or "Inquiry debit post" will be items that are posting at midnight of that day. We are unable to see if checks are going to post to your account until they actually do post. Feel free to contact our Account Services department from 7:00 a.m. - 7:00 p.m. Monday - Friday to check on inclearing items.

9. How may I know if my wire has come in yet?

You may contact our Account Services Department from 7:00 a.m. - 7:00 p.m. Monday - Friday and Saturday 8:00 a.m. to 2:00 p.m. to see if we have received a wire transfer deposit to your account. Also, you can check online banking (Note: if the bank has memo posted your wire deposit to your account, it will be showing as "Inquiry credit post").

10. Can I make a transfer over the phone?

You can call our Account Services Department from 7:00 a.m. - 7:00 p.m. Monday - Friday and Saturday 8:00 a.m. to 2:00 p.m. to make a telephone transfer. There will be a telephone transfer fee assessed for this service. Note: Customers with Premier checking accounts are exempt from the transfer fee. You may also avoid transfer fees by coming into one of our banks to make a transfer in person, or by using the transfer abilities we offer through online banking.

11. Why can I not get the last five transactions on Telebanker?

If the statement cutoff date has occurred for your type of account, then the past information on Telebanker will already be deleted. You may get the information by either using online banking or by contacting our Account Services Department.

12. Can I activate my debit card over the phone with you?

You may activate your debit card over the phone by calling Account Services M - F from 7:00 am - 7:00 pm or Saturday from 8:00 am - 2:00 pm. Our Bankers will ask you some questions to identify you and then proceed with activation. You may also call the toll free number on the activation sticker from your home phone to activate 24/7. 

13. I need to order checks. Can I do that over the phone?

You may contact any one of our banks and speak to one of our Personal Bankers to order checks. You can also order checks online by clicking on the link available at our website www.citizensedmond.com.

14. What is a force pay debit?

This is when an item is cashed at one of our banks. If we cash any items that are drawn off of Citizens, we encode the item with a special transaction code that ensures that the item will clear the account before any others. This is because items usually clear the account in serial number order. You could also see an item as a force post debit if you had an insufficient item that the bank decided to pay the next day.

15. What is an inclearing item?

This is any item that is going to clear your account on today's business day. It can be seen as "ACH Processing", "Vertex Tran", "Inquiry credit post", or "Inquiry debit post" if you are viewing items with online banking.

16. I'm in online banking, and I see an amount labeled Vertex Transaction. What is that?

This is any transaction that has been completed by a teller during the day. It could be a deposit that you made (if it includes cash or any checks drawn off Citizens), or it could be a check you wrote to someone else that has been redeemed.

Mobile Deposit/RDA FAQs

What is Remote Deposit Anywhere (RDA)?

With Remote Deposit Anywhere from Citizens Bank of Edmond, you can make a deposit anytime, anywhere! Save yourself a trip to the bank by depositing checks with your phone simply by taking a picture. It's easy, safe and the most convenient way to deposit checks. Make deposits anytime, anywhere.

  • Enjoy the convenience of making deposits 24 hours a day, even weekends and holidays. Deposits received by 6:00 p.m. (CST) are processed the same business day. Deposits received after 6:00 p.m. (CST), on weekends or holidays will be processed the next business day.
  • Access your deposited funds. Deposits received after the cutoff time at 6:00 p.m. (CST) on business days and all transactions on Saturdays, Sundays, or holidays on which Citizens Bank of Edmond is closed, will be processed the next business day. All deposits are subject to review and may not be available for immediate withdrawal.
  • Get money to the bank faster. You will save time and money by avoiding trips to the banking center when you use Remote Deposit Anywhere. Each deposit should typically take just a minute or two, depending on your connection speed.

How do I make a mobile deposit?

To make a deposit please follow these steps:

  1. Launch the Mobile Banking App, log in, and select "More" and "Deposits"
  2. Take a picture of the front of the check
  3. Take a picture of the back of the check
  4. Enter the amount of the check
  5. Select the account where you wish to deposit your check
  6. Verify your deposit information and submit

That's it! You've sent your deposit through a secure connection to Citizens Bank of Edmond.

When will my deposit be processed?

Deposits made before 6:00 p.m. (CST) will be processed the same business day. Deposits made after 6:00 p.m. (CST), or on weekends or holidays, will be processed the next business day.

For example, if you make a deposit on Saturday, the deposit would be credited to your account on Monday and available on Tuesday.

When will funds from Remote Deposit Anywhere (RDA) be available?

If your deposit was accepted prior to 6:00 p.m. (CST) your deposit will generally be available to you the next business day. Deposits made after 6 p.m. (CST), or on weekends or holidays, will generally be processed the next business day. All deposits are subject to review and funds from your deposit may not be available for immediate withdrawal.

What happens if I mistakenly deposit the same check twice?

Citizens Bank of Edmond Remote Deposit Anywhere (RDA) has a built-in duplicate detection system and will notify you if the same check is entered twice.

Are there limits to how much I can deposit?

Yes, you are allowed to deposit 10 items per day up to $3,000.

How do I know when Citizens Bank of Edmond has received my deposit?

You will receive a confirmation email and a unique reference number when your deposit has been accepted for processing.

What do I do with the check after it has been deposited?

After you receive confirmation that your check has been accepted for processing, store the paper check in a safe place until you have verified that the funds have been deposited into your account. Then write "VOID" on the face of the check and destroy the check.

When can I use Remote Deposit Anywhere (RDA)?

You can use Remote Deposit Anywhere (RDA) 24 hours a day, including weekends and holidays.

Do you have any suggestions for taking good photos?

All images are reviewed for clarity and completeness. If an error is detected, the App will prompt you to retake the photo. Follow these tips to help ensure a good photo is taken:

  • Ensure the area is well-lit
  • Place the check on a dark surface
  • Remove objects or other items from view
  • Make sure all four corners of the check are visible. Use the guides built into the App to help you line up the picture.
  • Position the camera directly above the check

How much does Mobile Deposit cost?

Citizens Bank of Edmond does not charge for the service. Your mobile carrier's data charges may apply.

Will Remote Deposit Anywhere (RDA) work on my phone and/or mobile device?

Remote Deposit Anywhere (RDA) works on most iPhone® and Android™ phones, iPod Touch™ and iPad™.

iPhone® requirements:

  • 3G or newer
  • Have OS 5.0 or higher

Android™ requirements:

  • OS 4.2.2 or higher
  • Camera 2.0 megapixels or higher

Why am I unable to deposit my check?

  • There are a few common errors that may cause your check to be rejected:
  • Blurry pictures (retake your photos with a steady hand, in a well-lit area)
  • Folded or torn corners
  • Front image is not legible
  • Routing and account numbers are unclear
  • Image is too dark

Try using Remote Deposit Anywhere (RDA) in a well-lit area to prevent shadows and poor image quality. Keep your hands clear of the check while taking the picture.

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