What to do when a Citizens Bank account holder dies
Contact Citizens Bank's Citizens Private Wealth / Estate Services — 6-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
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Citizens Private Wealth / Estate Services
Phone1-800-922-9999
Mailing Address
Citizens Bank Estate Services, PO Box 42001, Providence, RI 02940-9418
WebsiteLearn more→
Decedent Account Processing
Phone1-800-922-9999
Toll-Free1-800-922-9999
Fax855-724-2362
Mailing Address
Citizens - Decedent Account Processing, One Citizens Bank Way JCB270, Johnston, RI 02919
Citizens Access Death Claims
Mortgage Loan Servicing
Home Equity Loan Servicing
Home Equity Loan Servicing (alt)
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Verified Jul 2026
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 Private Wealth / Estate Services (1-800-922-9999) to claim the funds.
Death claims at Citizens Bank can be started through an online portal, which streamlines the initial notification and document upload. Phone and mail options are also available.
Deposit, investment & retirement accounts
To file a claim after an account holder's death, here is what Citizens Bank requires:
Filing a claim
1
Contact Citizens Bank customer service at 1-800-922-9999 or visit a local branch to notify of the death
2
Provide the deceased account holder name and account information
3
Citizens Bank will freeze individual accounts until documentation is received
4
Settlement path depends on account type:
- Joint accounts: the surviving account holder retains access and the deceased is removed
- POD accounts: beneficiary provides government-issued ID and certified death certificate to claim funds
- Non-POD accounts: executor or administrator downloads the Estate Account Request form (CB_Estate_Form.pdf) from citizensbank.com
5
For non-POD (estate) accounts, complete and submit documentation:
- Complete the Estate Account Request form with estate and executor details
- Submit form with Short Certificate (Letters Testamentary or Letters of Administration) and executor ID
- Fax documents to the estate services department for processing
6
If 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)
What to know at this institution
Citizens Bank provides an Estate Account Request form (CB_Estate_Form.pdf) that can be downloaded from their forms and documents page; it is faxed (with the Short Certificate and executor ID) to the number printed on the form -- faxes received 9 a.m.-3 p.m. ET get a same-day callback, after 3 p.m. the next business day. For Citizens Access online accounts, call 1-888-201-6505. A Beneficiary Disbursement Request (BDR) form is available for POD account claims; it requires an original or certified death certificate per account owner, an indemnifying bond, and U.S. notarization (foreign notary or consular seals not accepted). One BDR form is required per beneficiary and funds are paid by official check. The completed BDR is submitted through a Citizens branch, which faxes it to Citizens Decedent Account Processing at 855-724-2362; originals are sent to Citizens - Decedent Account Processing, One Citizens Bank Way JCB270, Johnston, RI 02919.
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.
1
Notify Citizens Bank of the borrower's death by calling Loan Servicing at 1-800-234-6002
2
Provide initial documentation:
- Deceased borrower's full legal name, Social Security number, and loan number
- Certified copy of the death certificate
3
Request the Successor in Interest package from the loan servicing department
4
Complete and return the Successor in Interest documentation with proof of ownership interest:
- Probated will or court order
- Recorded deed or trust document
5
Citizens Bank will review your documentation and confirm your status as a Successor in Interest
6
Once confirmed, discuss available options:
- Continue making payments on existing terms
- Apply for loss mitigation
- Assume the loan, refinance, or pay off the balance
7
Continue 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)
Claims Contact
Phone: 1-800-234-6002
Citizens, Attn: Customer Service, P.O. Box 6260, Glen Allen, VA 23058-6260
What to know at this institution
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.
Prepare your letter of instruction to Citizens Bank
Citizens Bank asks for a letter of instruction alongside its claim form. We prepare a transmittal cover letter and the enclosure checklist Citizens Bank requires.
Build your letter of instructionOpening an account for the estate itself
Checks made out to the estate deposit into an account titled to the estate, opened by the appointed executor or administrator under the estate's EIN.
How to open an estate account at Citizens Bank →Expected 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. Delays are almost always caused by incomplete paperwork—gathering all required documents before filing the initial claim helps avoid back-and-forth.
Documentation required by Citizens Bank includes Certified death certificate, Government-issued ID for beneficiary or executor, and Estate Account Request form (CB_Estate_Form.pdf, for non-POD accounts), along with additional paperwork that varies by account type. All death certificates and court documents must be certified copies.
Frequently asked questions
For POD accounts, Citizens Bank uses a specific Beneficiary Disbursement Request (BDR) form, which requires an original or certified death certificate, an indemnifying bond, and U.S. notarization (foreign notary or consular seals are not accepted). One BDR is required per beneficiary and funds are paid by official check. The completed BDR is submitted through a Citizens branch, which faxes it to Citizens Decedent Account Processing at 855-724-2362 (originals: Citizens - Decedent Account Processing, One Citizens Bank Way JCB270, Johnston, RI 02919). For non-POD accounts, download the Estate Account Request form (CB_Estate_Form.pdf) from citizensbank.com/customer-service/forms-docs.aspx and fax it with the Short Certificate (Letters Testamentary or Letters of Administration) and executor ID -- documents faxed between 9:00 AM and 3:00 PM ET typically get a same-day callback. For Citizens Access online accounts, call 1-888-201-6505 instead of the main line.
Yes. Citizens Bank explicitly confirms in its Successor in Interest process that the federal Garn-St. Germain Depository Institutions Act (12 U.S.C. 1701j-3) prevents enforcement of a due-on-sale clause when a 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 entitled to account information and loss mitigation options. Contact Mortgage Loan Servicing at 1-800-234-6002 (or HELOC servicing at 1-800-708-6680) to request the Successor in Interest package.
Citizens Bank's Decedent Account Processing can be reached by phone at 1-800-922-9999 and fax at 855-724-2362 for questions throughout the claims process.
When the deceased had multiple Citizens Bank accounts, some may need separate claims while others can be handled together. The Citizens Private Wealth / Estate Services can clarify what's needed for each account type.
Sources
Data sourced from Citizens Bank primary sources (21 pages reviewed). How we research.
Customer Service
Phone1-800-922-9999
Citizens Access Online Accounts
IRA Questions
Checking, Savings, Money Market, CD Questions
Online Banking Support
WebsiteLearn more→
Citizens Private Wealth / Estate Services
Phone1-800-922-9999
Mailing Address
Citizens Bank Estate Services, PO Box 42001, Providence, RI 02940-9418
WebsiteLearn more→
Decedent Account Processing
Phone1-800-922-9999
Toll-Free1-800-922-9999
Fax855-724-2362
Mailing Address
Citizens - Decedent Account Processing, One Citizens Bank Way JCB270, Johnston, RI 02919
Citizens Access Death Claims
Mortgage Loan Servicing
Home Equity Loan Servicing
Home Equity Loan Servicing (alt)
WebsiteNotify online→
Verified Jul 2026
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