What to do when a Citizens Bank account holder dies
Contact Citizens Bank's Citizens Private Wealth — 10-step process, 5 required documents, and pod accounts typically processed within 1-2 weeks. estate accounts receive same-day or next-business-day callback after faxing documents.
Customer Service
Phone1-800-922-9999
Citizens Access Online Accounts
IRA Questions
Checking, Savings, Money Market, CD Questions
Online Banking Support
WebsiteLearn more →
Estate Services
Phone1-800-922-9999
Toll-Free1-800-922-9999
Mailing Address
Citizens Bank, N.A., One Citizens Plaza, Providence, RI 02903
Citizens Access Death Claims
Mortgage Loan Servicing
Home Equity Support
WebsiteNotify online →
Verified Mar 2026
When a Citizens Bank account holder passes away, the next step depends on how the accounts were set up. Accounts with beneficiary designations or trust ownership transfer outside of probate. Accounts titled solely in the deceased's name require the estate's legal representative to work with Citizens Bank's Citizens Private Wealth (1-800-922-9999) to access and distribute the funds.
Citizens Bank provides an online portal for initiating death claims, which can simplify the initial notification and document submission process. Claims can also be started by phone or by mailing the required documents.
Deposit, investment & retirement accounts
Here is the step-by-step death claim process at Citizens Bank:
Filing a claim
1Contact Citizens Bank customer service at 1-800-922-9999 or visit a local branch to notify of the death
2Provide the deceased account holder name and account information
3Citizens Bank will freeze individual accounts until documentation is received
4For joint accounts: the surviving account holder retains access and the deceased is removed
5For POD accounts: beneficiary provides government-issued ID and certified death certificate to claim funds
6For non-POD accounts: executor or administrator downloads the Estate Account Request form (CB_Estate_Form.pdf) from citizensbank.com
7Complete the Estate Account Request form with estate and executor details
8Submit form with Short Certificate (Letters Testamentary or Letters of Administration) and executor ID
9Fax documents to the estate services department for processing
10If faxed between 9:00 AM and 3:00 PM ET, expect a callback the same day; after 3:00 PM, the next business day
Required Documents
- Certified death certificate
- Government-issued ID for beneficiary or executor
- Estate Account Request form (CB_Estate_Form.pdf, for non-POD accounts)
- Short Certificate / Letters Testamentary or Letters of Administration (for non-POD accounts)
- Trust documents (if trust is named as beneficiary)
Citizens Bank provides an Estate Account Request form (CB_Estate_Form.pdf) that can be downloaded from their forms and documents page. Documents can be faxed for faster processing. Emergency funds may be released to cover funeral costs before the estate is formally settled. For Citizens Access online accounts, call 1-888-201-6505. A Beneficiary Disbursement Request (BDR) form is also available for POD account claims.
Mortgage and home lending
Mortgages and home equity loans are liabilities, not assets. They do not have beneficiaries and cannot be retitled to a trust. When a borrower dies, the loan obligation transfers with the property to whoever inherits it. Under the federal Garn-St. Germain Act, the lender cannot accelerate the loan or call it due when the property transfers to a surviving spouse, child, or the borrower's revocable trust.
1Notify Citizens Bank of the borrower's death by calling Loan Servicing at 1-800-234-6002
2Provide the deceased borrower's full legal name, Social Security number, and loan number
3Submit a certified copy of the death certificate
4Request the Successor in Interest package from the loan servicing department
5Complete and return the Successor in Interest documentation with proof of your ownership interest in the property (e.g., probated will, court order, deed, or trust document)
6Citizens Bank will review your documentation and confirm your status as a Successor in Interest
7Once confirmed, you will have access to loan information and can discuss options: continue making payments, apply for loss mitigation, assume the loan, refinance, or pay off the balance
8Continue making monthly mortgage payments during the review process to avoid default
Required Documents
- Certified copy of the death certificate
- Government-issued photo ID for the heir or personal representative
- Completed Successor in Interest documentation (obtained from Loan Servicing)
- Documentation proving ownership interest in the property: probated will, court order, recorded deed, or trust document
- Letters Testamentary or Letters of Administration (if going through probate)
- Marriage certificate (if surviving spouse)
Under the federal Garn-St. Germain Depository Institutions Act (12 U.S.C. 1701j-3), Citizens Bank cannot enforce a due-on-sale clause when the property transfers to a surviving spouse, child, relative upon death, or the borrower's revocable living trust. Confirmed Successors in Interest are treated as borrowers under CFPB mortgage servicing rules and are entitled to account information and loss mitigation options.
Processing timelines at Citizens Bank: POD accounts typically processed within 1-2 weeks. Estate accounts receive same-day or next-business-day callback after faxing documents.. Incomplete documentation is the most common cause of delays—submitting all required documents with the initial claim helps avoid additional processing time.
Citizens Bank requires several documents to process a claim, including Certified death certificate, Government-issued ID for beneficiary or executor, and Estate Account Request form (CB_Estate_Form.pdf, for non-POD accounts), and additional documentation depending on the account type. Certified copies are typically needed—photocopies are generally not accepted for death certificates or court documents.
Frequently asked questions
Yes. Trusts can be named as POD (Payable on Death) beneficiaries on Citizens Bank deposit accounts including checking, savings, money market, and CD accounts. When adding a trust as beneficiary, provide the full trust name and date of trust. You can also convert your account to a formal trust account using the Certificate of Trust form.
A POD account allows you to name beneficiaries who will receive the account funds upon your death without going through probate. You retain full control of the account during your lifetime. POD designations are available on checking, savings, money market, and CD accounts. Named beneficiaries simply present a certified death certificate and government-issued ID to claim the funds.
Contact Citizens Bank at 1-800-922-9999 or visit a branch. For POD accounts, provide a certified death certificate and your government-issued ID to claim funds using the Beneficiary Disbursement Request form. For non-POD accounts, download the Estate Account Request form from citizensbank.com and submit it with Letters Testamentary or Letters of Administration and your ID. Documents can be faxed for same-day or next-business-day callback.
Citizens Bank's Estate Services can be reached by phone at 1-800-922-9999 for questions throughout the claims process.
If the deceased held multiple Citizens Bank accounts, each may require a separate claim or have different documentation requirements. The Citizens Private Wealth can confirm which accounts require individual attention and which can be processed together.
Customer Service
Phone1-800-922-9999
Citizens Access Online Accounts
IRA Questions
Checking, Savings, Money Market, CD Questions
Online Banking Support
WebsiteLearn more →
Estate Services
Phone1-800-922-9999
Toll-Free1-800-922-9999
Mailing Address
Citizens Bank, N.A., One Citizens Plaza, Providence, RI 02903
Citizens Access Death Claims
Mortgage Loan Servicing
Home Equity Support
WebsiteNotify online →
Verified Mar 2026
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