What to do when a Citizens Bank account holder dies
Report the death to Citizens Bank's Citizens Estate Services at 1-877-579-2667
What happens to Citizens Bank accounts after the account holder dies depends on how each account was titled. Beneficiary-designated and trust-owned accounts transfer directly. Accounts in the deceased's name alone go through the estate, and the executor or administrator works with Citizens Bank's Citizens Estate Services (1-877-579-2667) to claim the funds.
Deposit, investment & retirement accounts
To file a claim after an account holder's death, here is what Citizens Bank requires:
Filing a claim
- Checking, savings, money market accounts, CDs and IRAs
- Credit cards, personal loans, auto loans, Citizens Pay and overdraft lines of credit
- Home equity loans and home equity lines of credit
- Mortgages, student loans and Citizens Access online accounts go to their own teams, listed below
- An original or certified death certificate for each account owner
- A copy of your driver's license or other state-issued ID, front and back, unless you are an existing Citizens customer
- If the beneficiary is a trust, the form asks for "a copy of the pertinent pages of the Trust Agreement" showing its name, date, trustees, powers and signature pages
- The FAQ asks for a "Certified full trust agreement" where a trust is the designated beneficiary
Required Documents
- Death certificateA copy is accepted to start. "In many cases, we require an original certified death certificate to move forward. If an original is required, we'll let you know."
- Original or certified death certificate for each account owner, for a payable-on-death claim on the Beneficiary Disbursement Request
- Short Form or Short Certificate, if one has been issuedCitizens describes it as "the court document that appoints the estate representative."
- Letters of Testamentary, Letters of Administration or Certification of Appointment, for a formal probateCourt-issued. Citizens says "you can begin this process at the county probate court where your loved one resided at the time of passing."
- Small estate affidavit, for a small estate"A properly executed small estate affidavit, in accordance with state laws where your loved one was a resident."
- A formal trust or other documents, if Citizens asks for them"We may request documents such as a formal trust or additional information required by state law."
- Beneficiary Disbursement Request, for a payable-on-death claimOne form per beneficiary, notarized by a U.S. notary.
- Copy of your driver's license or other state-issued ID, front and back, with the Beneficiary Disbursement RequestNot required for existing Citizens customers.
- Pertinent pages of the Trust Agreement, if the payable-on-death beneficiary is a trustPages showing the trust name, date, trustees, trust powers and signature pages. "Additional pages may be required upon review."
- Certified full trust agreement, if a trust is the designated beneficiary, in the Beneficiary Disbursement Request FAQ
- Estate Account Request, where the estate opens its own Citizens accountFaxed with "a copy of the Short Certificate form, and the Executor/Administrator's identification." A fax received between 9 a.m. and 3 p.m. gets a call back the same day.
- Apostille, for a document issued outside the United StatesCitizens' Helpful Terms sheet calls it "a certificate that may be needed to authenticate certain documents issued outside the United States."
Forms Citizens Bank issues2
- Beneficiary Disbursement Request (Indemnifying Bond)
Completed by each surviving payable-on-death beneficiary, or the trustee acting for a trust beneficiary. Available to download. Must be notarized.1
- Estate Account Request (New Customer Data Sheet, BBOT11026C)
Completed by the executor or administrator, or the estate's attorney. Available to download.2
What happens to each kind of account4
- Joint account with survivorship
The surviving joint owners own the balance. "The estate of the deceased joint owner will have no rights to the account," though Citizens may require "certain documentation satisfactory to us" before it releases the funds.3
If a joint owner never signed the signature card, the agreement says the account "may not qualify as a joint account" under the law on "the inheritance or the transfer of property upon death."3
- Payable-on-death account
On an informal revocable trust (Totten trust) account, the funds belong to the named beneficiary at the owner's death. "The money in the account will not be inherited by your heirs or controlled by your will."3
With several beneficiaries, the balance is divided equally among those living at the death, and Citizens may pay by one check naming all of them. If no beneficiary is living, it pays the balance to the owner's estate.3
Each surviving payable-on-death beneficiary, or the trustee for a trust beneficiary, claims a share with the Beneficiary Disbursement Request.1
- Trust account
The Beneficiary Disbursement Request is not used for payout from a revocable or irrevocable trust account.1
- Certificate of deposit
Citizens may waive a CD's early withdrawal penalty, and the agreement says "in certain circumstances, such as the death or declared legal incompetence of a CD account holder, the law permits, and in some cases requires, the waiver of the early withdrawal penalty."3
State law on paying a balance without letters4 states
- Florida
Permits a bank to pay up to $2,000 on an affidavitFla. Stat. § 735.303Verified Oct 3, 2026View source
- Massachusetts
Permits a bank to pay up to $10,000 on proof the institution acceptsMass. Gen. Laws ch. 167D, § 12Verified Oct 3, 2026View source
- New York
Permits a bank to pay up to $30,000 on an affidavitN.Y. SCPA § 1310Verified Oct 3, 2026View source
- Pennsylvania
Directs a bank to pay up to $20,000 on an affidavit20 Pa.C.S. § 3101(b)Verified Oct 3, 2026View source
Accounts handled elsewhere4
- Citizens Research and Fulfillment Department
Citizens mortgage loans4
Phone: 1-800-234-6002
Email: homeloandocuments@citizensbank.com
Hours: Monday-Friday 8:00 AM-8:00 PM ET
Mailing address: Citizens, Research and Fulfillment Department, P.O. Box 6260, Glen Allen, VA 23058-6260
- Citizens student loans, 12-digit loan numbers
Citizens student loans with a 12-digit loan number (e.g. 1234-5678-9012)4
Phone: 1-833-531-1312
Email: support@citizens.myloanmanager.com
Hours: Monday-Friday 8:00 AM-9:00 PM ET
Mailing address: Citizens, P.O. Box 82546, Lincoln, NE 68510-2546
- Citizens student loans, 7-digit or shorter loan numbers
Citizens student loans with a loan number of 7 digits or less (e.g. 1234567)4
Phone: 1-866-259-3767
Email: customer.service@firstmarkservices.com
Hours: Monday-Friday 8:00 AM-9:00 PM ET
Mailing address: Citizens, P.O. Box 82522, Lincoln, NE 68501-2522
- Citizens Access
Citizens Access online accounts5
Phone: 1-888-201-6505
Help Citizens Bank offers survivors1
- Helpful Terms
A one-page sheet of "general explanations for some of the most common terms you may see," including Apostille, EIN, Short Certificate, small estate and the fiduciary roles.6
What Citizens Bank's agreement and guidance say9
- Who can get account information
"Anyone can notify us. After we've been notified and begin to settle the account(s), we'll be able to discuss the account details with the estate representative, executor or trustee."4
- What it does when notified
"Once notified, we'll take steps to safeguard your loved one's account(s)." Citizens then assesses the accounts "to determine the specific estate requirements."4
- Deposits after the death
"Any government benefits issued to the deceased-such as social security-will stop and/or be returned to the appropriate federal agency."4
- Debts owed to the institution
The surviving owners of a joint account take the balance "subject to our right of reimbursement from the account and our right to setoff funds in the account."3
- Wills, probate and small estates
Citizens says "some states only require a notarized small estate affidavit while other states require the affidavit filed with the court. The requirements vary from state to state."4
- How proceeds are paid
A payable-on-death share is deposited to a Citizens account or paid by Official Check mailed to the address on the form. "If the beneficiary is present in the branch, the Official Check can be provided directly to beneficiary."1
- Indemnity a claimant may have to give
The Beneficiary Disbursement Request is an indemnifying bond: in return for payment, the beneficiary agrees "to indemnify said Bank and to save it harmless" against any loss from that payment.1
- Powers of attorney
Citizens' Helpful Terms sheet says "a power of attorney generally ends when the account owner passes away."6
- Dormant and unclaimed accounts
For a notice about a dormant account or an unclaimed check, Citizens points to its dormant accounts page and its unclaimed official checks page.4
Not in Citizens Bank's published guidance1
- How long a claim takes
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.
- The deceased borrower's name, Social Security number, date of birth and date of death
- The death certificate. Citizens accepts a copy to start and says if it needs an original certified copy
- The Short Form or Short Certificate appointing the estate representative, if one has been issued
- A copy of the death certificate
- A copy of your photo ID
- Evidence of transfer of ownership of the property
- Email: Assumptions@citizensbank.com
- Fax: 888-999-4152
- Mail: Citizens, Attn: Special Loans - VAM445, P.O. Box 3410, Glen Allen, VA 23058
- Overnight: Citizens, Attn: Special Loans - VAM445, 10561 Telegraph Road, Glen Allen, VA 23059
Required Documents
- Death certificateA copy is accepted to start. "In many cases, we require an original certified death certificate to move forward. If an original is required, we'll let you know."
- Short Form or Short Certificate, if one has been issuedCitizens describes it as "the court document that appoints the estate representative."
- Copy of your photo ID, with form AS302, unless Citizens has already confirmed you as a successor in interest
- Evidence of transfer of ownership of the property, with form AS302, unless Citizens has already confirmed you as a successor in interest
- Request for Assumption - Inheritance-Death form (AS302), if you inherited the home and want to assume the loan
Claims Contact
Phone: 1-800-234-6002
Assumption requests: Citizens, Attn: Special Loans - VAM445, P.O. Box 3410, Glen Allen, VA 23058
Assumption requests, overnight delivery: Citizens, Attn: Special Loans - VAM445, 10561 Telegraph Road, Glen Allen, VA 23059
Email: homeloandocuments@citizensbank.com
Fax: 1-888-999-4152
Hours: Monday-Friday 8:00 AM-8:00 PM ET
Mailing address: Citizens, Research and Fulfillment Department, P.O. Box 6260, Glen Allen, VA 23058-6260
Forms Citizens Bank issues1
- Request for Assumption - Inheritance-Death (AS302)
Completed by an heir who has inherited the home and wants to assume the loan. Available to download.1
What happens to each kind of account1
- Loan
In an assumption, "the assuming party will take over the current loan terms, including the interest rate and any scheduled rate adjustments." Citizens says there are fewer fees than in a refinance.1
Fees "may include a credit report, processing and VA funding fee." A credit report is ordered where the reason for the assumption "requires sufficient credit to qualify."1
Federal law on calling a home loan after a death
These exemptions apply to a loan secured by residential real property containing less than five dwelling units.12 U.S.C. § 1701j-3(d); 12 CFR 191.5(b), 141.14Verified Oct 3, 2026View source
- A lender may not exercise a due-on-sale clause upon a transfer by devise, descent, or operation of law on the death of a joint tenant or tenant by the entirety.12 U.S.C. § 1701j-3(d)(3); 12 CFR 191.5(b)(1)(iii)Verified Oct 3, 2026View source
- A lender may not exercise a due-on-sale clause upon a transfer to a relative resulting from the death of a borrower.12 U.S.C. § 1701j-3(d)(5)Verified Oct 3, 2026View source
- A lender may not exercise a due-on-sale clause upon a transfer where the spouse or children of the borrower become an owner of the property.12 U.S.C. § 1701j-3(d)(6)Verified Oct 3, 2026View source
A federal regulation sets further conditions on these transfers.12 CFR 191.5(b)(1)(v)Verified Oct 3, 2026View source
Not in Citizens Bank's published guidance1
- Successor-in-interest confirmation time
Sources1
- The account holder's name, Social Security number, date of birth and date of death
- The death certificate. A copy is accepted to start; Citizens says if it needs an original certified copy
- The Short Form or Short Certificate appointing the estate representative, if one has been issued
Required Documents
- Death certificateA copy is accepted to start. "In many cases, we require an original certified death certificate to move forward. If an original is required, we'll let you know."
- Short Form or Short Certificate, if one has been issuedCitizens describes it as "the court document that appoints the estate representative."
- Letters of Testamentary, Letters of Administration or Certification of Appointment, for a formal probate
- Small estate affidavit, for a small estate"A properly executed small estate affidavit, in accordance with state laws where your loved one was a resident."
Claims Contact
Phone: 1-877-579-2667
Hours: Monday-Friday 9:00 AM-4:00 PM ET
Mailing address: Citizens Estate Services, Attn: JCB270, One Citizens Bank Way, Johnston, RI 02919
Accounts handled elsewhere1
- Home Equity Account Servicing
Existing home equity accounts1
Phone: 1-866-999-0216
Hours: Monday-Friday 7:00 AM-10:00 PM ET; Saturday, Sunday 9:00 AM-6:00 PM ET
What Citizens Bank's agreement and guidance say2
- What it does when notified
"Once notified, we'll take steps to safeguard your loved one's account(s)."2
- Who can get account information
Citizens will "be able to discuss the account details with the estate representative, executor or trustee" once it has been notified and begins to settle the accounts.2
Not in Citizens Bank's published guidance1
- How long a claim takes
Sources2
- Auto loans and Citizens Pay
- Credit cards and personal loans
- Overdraft lines of credit
Required Documents
- Death certificateA copy is accepted to start. "In many cases, we require an original certified death certificate to move forward. If an original is required, we'll let you know."
- Short Form or Short Certificate, if one has been issuedCitizens describes it as "the court document that appoints the estate representative."
- Letters of Testamentary, Letters of Administration or Certification of Appointment, for a formal probate
- Small estate affidavit, for a small estate"A properly executed small estate affidavit, in accordance with state laws where your loved one was a resident."
Claims Contact
Phone: 1-877-579-2667
Hours: Monday-Friday 9:00 AM-4:00 PM ET
Mailing address: Citizens Estate Services, Attn: JCB270, One Citizens Bank Way, Johnston, RI 02919
Accounts handled elsewhere2
- Auto loan servicing
Existing Citizens auto loans1
Phone: 1-800-708-6680
Hours: Monday-Friday 7:00 AM-10:00 PM ET; Saturday, Sunday 9:00 AM-6:00 PM ET
- Manage your title
Auto titles: the name on the title, the titling state, a duplicate title or a lien satisfaction1
Phone: 1-866-999-0116
What Citizens Bank's agreement and guidance say1
- Deposits after the death
"Any government benefits issued to the deceased-such as social security-will stop and/or be returned to the appropriate federal agency."2
Not in Citizens Bank's published guidance1
- How long a claim takes
Sources2
- Email support@citizens.myloanmanager.com
- Call 833-531-1312, Monday-Friday 8am-9pm ET
- Mail Citizens, P.O. Box 82546, Lincoln, NE 68510-2546
- Email customer.service@firstmarkservices.com
- Call 866-259-3767, Monday-Friday 8am-9pm ET
- Mail Citizens, P.O. Box 82522, Lincoln, NE 68501-2522
Required Documents
- Death certificateA copy is accepted to start. "In many cases, we require an original certified death certificate to move forward. If an original is required, we'll let you know."
- Short Form or Short Certificate, if one has been issuedCitizens describes it as "the court document that appoints the estate representative."
Claims Contact
Phone: 1-833-531-1312
Loan numbers of 7 digits or shorter: Citizens, P.O. Box 82522, Lincoln, NE 68501-2522
Email: support@citizens.myloanmanager.com
Hours: Monday-Friday 8:00 AM-9:00 PM ET
Mailing address: Citizens, P.O. Box 82546, Lincoln, NE 68510-2546
Not in Citizens Bank's published guidance1
- How long a claim takes
Citizens Bank's Citizens Estate Services can be reached by phone at 1-877-579-2667 for questions throughout the claims process.
Sources
Data sourced from Citizens Bank primary sources (17 pages reviewed). How we research.
Citizens Bank death claims support
Citizens Estate Services
Phone
Toll-free
Mortgage loans
Student loans, 12-digit loan numbers
Student loans, 7-digit or shorter loan numbers
Citizens Access online accounts
Beneficiary Disbursement Request questions
Home Equity Account Servicing
Hours
Mailing address
Website
Estate planning articles
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Forms for Settling an Estate
Free forms for settling an estate: the probate petition, small estate affidavit, notice to creditors, inventory, and closing forms.
Affidavit of Death
Put a joint owner's or a transfer on death deed owner's death on the land records with the affidavit your state's statute names, laid out for recording.
IRS Form 56
Notify the IRS that you are the fiduciary of an estate, a trust or a person, or end a notice filed before, on the official form.
Digital Assets Recovery Letter
Prepare a letter requesting a deceased person's online accounts, points, and balances from the program that holds them.
Petition for Probate and Letters
Open probate and ask the court to appoint you and issue Letters Testamentary or Letters of Administration.
Notice to Creditors
Notify estate creditors and start the claim period — the published notice plus mailed copies for known creditors.
Renunciation of Executor
Decline an appointment as executor named in a will — the writing filed with the court before anyone is appointed.
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