Plans. User Guide. Benefits to help you save money, earn cash back and give you peace of mind

Transcription

1 Plans User Guide Benefits to help you save money, earn cash back and give you peace of mind value plan secure plan combined plan

2 Welcome to Plans Thank you for choosing a Plan from Citizens Bank. This easy-to-use guide will help you in 3 key ways: 1. Understand the full benefits of your specific Plan. 2. Show you how to start accessing Plan benefits. 3. Direct you to resources and support to answer your questions. The Table of Contents will help you locate the information you need for your Plan. This Guide is intended for informational purposes only. Where the Guide and the Terms and Conditions for the Value, Secure and Combined Plan are in conflict, the terms and conditions will prevail. For questions about Plans, call

3 table of contents The Value Plan DISCOUNTS 4 What it is/what you get 5 How to access benefits 6 Things to know Complimentary GROCERY COUPONS 8 What it is/what you get 9 How to access benefits 10 Things to know CASH BACK WITH GREEN$ENSE 11 What it is/what you get 12 How to access benefits 13 Things to know The Secure Plan credit monitoring with transunion 26 What it is/what you get 27 How to access benefits 28 Things to know internet surveillance with datapatrol 30 What it is/what you get 31 How to access benefits 32 Things to know PRICE PROTECTION 14 What it is/what you get 15 How to access benefits 16 Things to know RETURN GUARANTEE 17 What it is/what you get 18 How to access benefits 19 Things to know WARRANTY Extension 20 What it is/what you get 21 How to access benefits 22 Things to know card & document registration 34 What it is/what you get 34 How to access benefits 36 Things to know fraud resolution 37 What it is/what you get 38 How to access benefits 39 Things to know The Combined Plan 40 What it is/what you get 40 How to access benefits 1

4 value plan The Value Plan WHAT IT IS: Get up to $620 in savings and cash back, plus added protection for your purchases, for just $6.99 a month. WHAT YOU GET: DISCOUNTS and coupons Save money on dining, movies, concerts, electronics, travel and more with coupons and discounts; more than $500 a year in potential savings. Plus enjoy easy access to complimentary grocery coupons. Cash back with green$ense Get 10 back for every paperless payment you make that posts to your account, up to $120 a year with Green$ense. PUrchase protection Three-way protection for all your purchases: RETURN GUARANTEE Get a refund when you purchase something you regret and the store won t take it back. Price protection Get a refund if the price goes down on an item you purchase and the retailer won t pay the difference. Warranty Extension Extend the original warranty up to five years from the date of purchase on any eligible item. 2 For questions about Plans, call

5 value plan getting STARTED: If you enrolled in the Value Plan at your branch or by phone, simply complete the following easy steps to take full advantage of your Plan benefits: Login to Online Banking Accept the Value Plan Terms and Conditions Start saving and earning cash back right away! Terms and Conditions in Online Banking 3

6 value plan Discounts WHAT IT IS: Get discounts at local and national merchants nationwide. You can present coupons at retailers or take advantage of online offers. WHAT YOU GET: Discounts, which are provided for Citizens customers by Entertainment Publications, LLC, include the following: Dining Discounts of up to 50% at more than 35,000 restaurants Shopping Discounts of up to 20% at popular retailers Travel Discounts on air, condo/resorts, hotels, and car rentals Attractions Discounts available for museums, golf, miniature golf, bowling, live events, and more! Services Discounts on car washes, oil changes, haircuts, shipping, and more! Movies Save up to 35% on movie tickets and movie rentals, and more! 4 For questions about Plans, call discounts

7 value plan HOW TO ACCESS: 1. login to Online Banking and click the Value Plan link on your Account Summary page. 2. Click Go To Discounts on the Value Plan homepage. 3. a. Begin selecting and printing coupons or b. Place offers/coupons you want into a shopping cart to keep track or tag favorites for quick reference in the future. 4. Note the kinds of discounts available by the logo that appears on the left. Premium Discounts You get access to 30 Premium Discounts per month. Look for the Premium Discount logo for huge savings of up to 50%. Repeat Savings You get unlimited access to up to 20% discounts. Save again and again at your favorite merchants. Print repeat savings coupons as often as you d like. Online Deals You get access to unlimited online purchases through the Online Deals and Travel categories. value plan home page discounts site 5 discounts

8 value plan things to know: new offers are continually added and may be subject to change so check daily for updates. Many merchants have more than one offer. to search only for premium offers, select this option from drop down menu on the Discounts home page. all printed coupons are valid for 14 days after printing and in most cases can only be printed once. if you find that a merchant will not accept a coupon, contact Value Plan customer service at , and select option 1, then option 3. Have your checking account # associated with your Plan readily available. discounts site If you query in the search box at the top of the right side of the page, the merchant must be spelled exactly as it appears on the Discounts site: McDonalds vs. McDonald. If the merchant is not spelled correctly, it will not appear. 6 For questions about Plans, call discounts

9 value plan things to know: (continued) There are a few dining restrictions with the Value Plan; some common ones include: 2-for-1 Offers When purchasing two or more main-course entrees or menu items, the restaurant will deduct the least expensive main-course entree or menu item, up to the maximum value on the offer coupons are not valid for discount-priced daily specials, sale items, senior citizen rates, Early Bird specials, carry-out, buffets, etc. unless otherwise noted. Dining Alone Option Some restaurants include a when dining alone option clearly stated in the offer. These are valid only when dining alone and may not be used when an individual diner joins one or more other people at a table. Dining In Groups When more than two people dine together, the following applies: one bill per table (no separate checks), unless separate checks are the restaurant s standard policy. only one coupon may be used for every two people, up to a maximum of three coupons per party. Dining With Children Discounts do not apply to children s menu items. When dining with children, you must order two or more adult-priced main-course entrees or menu items in order to receive one complimentary, up to the maximum value. Valid Times/Holidays Read the offer carefully for valid dates and times. major holidays, including those that follow, are excluded, even if the offer states valid anytime : Christmas Eve/Day, New Year s Eve/Day, Valentine s Day, Easter, St. Patrick s Day, Thanksgiving, Mother s Day, Father s Day. Check with the merchant regarding other holidays. Tipping For satisfactory service, the tip should equal 15-20% of the TOTAL BILL before the discount is subtracted. For more detailed information, read the Value Plan Terms and Conditions in Online Banking, or go to citizensbank.com/plans. 7 discounts

10 value plan Complimentary grocery coupons WHAT IT IS: Enjoy easy access to complimentary grocery coupons. Reduce your grocery bills when you access and print coupons for products from popular brands. More than 70 coupons on average to choose from. WHAT YOU GET: Brands discounted include General Mills, Kraft, RJR Nabisco, and more. Categories include food, household products personal care, and more. 8 For questions about Plans, call complimentary grocery coupons

11 value plan HOW TO ACCESS: 1. login to Online Banking and click the Value Plan link on your Account Summary page. 2. Click Go To Grocery Coupons. 3. Review the coupons, click the CLIP icon. 4. Once you ve clipped all your coupons, click on Print Coupons. 5. download the coupon printer software prior to printing. You will be prompted to do this after selecting your coupon(s), and clicking the print coupons button for the first time. value plan home page grocery coupons site complimentary grocery coupons 9

12 value plan things to know: Coupons change weekly so check frequently. remember, you must download the coupon printer software prior to the first time printing to allow coupons to print in a format acceptable to the retailer. You will be prompted to do this after selecting your coupon(s), and clicking the print coupons button for the first time. Coupons can normally be printed only twice. Actual coupons and expiration dates will appear on the coupon once they print. if you elected to Print and your printer didn t print, the site will not allow a reprint. If this happens, call Value Plan customer service at and select option 1, then option 3, to get the coupons reset. Have your checking account # associated with your Plan readily available. Before doing so, visit the contact us page and obtain the user identification number in the highlighted box on the site. This is the ID that will allow our provider to reset the members coupons. if you find that a merchant will not accept a coupon, contact Value Plan customer service at , and select option 1, then option 3. Have your checking account # associated with your Plan readily available. grocery coupons site 10 For questions about Plans, call complimentary grocery coupons

13 value plan Cash back with Green$ense WHAT IT IS: Get 10 back for every paperless payment you make that posts to your account, up to $120 a year, with Green$ense. WHAT YOU GET: earn 10 cash back for every debit card purchase, automatic payment charged to your checking account or debit card, and online bill payment posted to your checking account each calendar month. (No monthly limit, up to $120 a year.) receive the money you earned through an automatic deposit into your checking account associated with your plan. earnings for the calendar month will be displayed on your monthly statement. 11 cash back with green$ense

14 value plan HOW TO ACCESS: You can earn 10 per transaction up to $120 a year by making the following paperless transactions that post to your account: 1. Using your debit card for purchases instead of cash or checks. 2. Paying bills with Online Bill Payment. 3. Setting up automatic payments for your debit card or checking account. 12 For questions about Plans, call cash back with green$ense

15 value plan things to know: debit card purchases may be either PIN- or signature-based purchases deducted from your checking account. Green$ense earnings will be credited to your checking account on the second business day of the following month. You can start earning money immediately as soon as you accept the terms and conditions of your Value Plan in Online Banking. Maximum earning is $120 a year. atm transactions, credit memos, or automatic transfers to or from your checking account to any other Citizens Bank account (including loan and line of credit accounts) are not considered eligible transactions. the amount of earnings posted to your account will be reported to the IRS as interest earned in the year credited. For more detailed information, read the Value Plan Terms and Conditions in Online Banking, or go to citizensbank.com/plans. 13 cash back with green$ense

16 value plan Price protection WHAT IT IS: If you purchase an eligible item, then find the item advertised at a lower price within 90 days of the purchase date, you will be reimbursed for the difference of the purchase price and the advertised lower price if the store will not. WHAT YOU GET: Get up to 2 claims per year and up to $500 per claim for items purchased and delivered inside of the United States. 14 For questions about Plans, call price protection

17 value plan HOW TO ACCESS: 1. login to Online Banking and click the Value Plan link on your Account Summary page. 2. Submit a claim: a. Click Submit a Claim Online on your Value Plan homepage or b. contact the Value Plan customer service at , and select option 1, then option 2. Have your checking account # associated with your Plan readily available to begin a claim. 3. To submit a claim you will need: A completed and signed claim form (see below). a copy of the printed advertisement or non-auction internet advertisement that shows the date of the advertisement, retailer name, the product (advertisement must verify same manufacturer and model number), and sale price. Itemized purchase receipt. any other documentation that may be reasonably requested to validate a claim. 4. once all necessary paperwork is received and your claim has been approved, a check will be mailed, normally within 14 business days. Use this one simple form for all of your Purchase Protection benefits: Price Protection, Return Guarantee, and Warranty Extension. value plan home page purchase protection claim form 15 price protection

18 value plan things to know: You can only make a claim against an item purchased during your coverage period which begins at time of enrollment in your plan. You must find the item advertised at a lower price within 90 days of the purchase date in either a printed advertisement or non-auction internet advertisement (advertisement must verify same manufacturer and model number) to be reimbursed for the difference of the purchase price and the advertised lower price. Please note, there are restrictions for which coverage does not apply; some common ones include: loans and travel reservations, airline tickets, car rentals, and hotel reservations. items purchased outside of the United States or items shipped from outside the United States. items for which the printed advertisement or non-auction advertisement are customized/personalized, one-of-a-kind, or special-order items. Layaway items; items returned to any store. Any items purchased from an online or live auction. For more detailed information, read the Value Plan Terms and Conditions in Online Banking, or go to citizensbank.com/plans. 16 For questions about Plans, call price protection

19 value plan Return guarantee WHAT IT IS: Buyers Remorse: Get a refund when you purchase something you regret and the store won t take it back within 90 days from the purchase date as long as it is undamaged and in good working condition. WHAT YOU GET: Get up to 2 claims per year and up to $500 per claim (exclusive from shipping costs, taxes, storage fees, postage, transportation, and delivery changes) when you have your purchase receipt and original packaging. 17 return guarantee

20 value plan HOW TO ACCESS: 1. login to Online Banking and click the Value Plan link on your Account Summary page. 2. Submit a claim: a. Click Submit a Claim Online on your Value Plan homepage or b. contact the Value Plan customer service at and select option 1, then option 2 to begin a claim. Have your checking account # associated with your Plan readily available. 3. You will need: a. a copy of the store s return policy. (Generally located on your receipt or the retailers website.) b. Original itemized and dated receipt for the eligible product. c. the item with which you are dissatisfied, including the original packaging, manuals, and warranty information. d any other documentation that may be reasonably requested to validate a claim. 4. You must send the item undamaged and in good working condition to the Value Plan Claims Administrator (TWG Innovative Solutions) before any claim will be paid. (You will receive the Administrator s address when you submit your claim form.) Item must be returned in its original packaging along with the original owner s manuals and warranty information. You are responsible for all mailing or shipping costs to the Administrator. Items sent to the Administrator will not be returned to you. 5. once all necessary paperwork is received, a check will be mailed, normally within 14 business days from approval. purchase protection value plan home page claim form Use this one simple form for all of your Purchase Protection benefits: Price Protection, Return Guarantee, and Warranty Extension. 18 For questions about Plans, call return guarantee

21 value plan things to know: Always keep your receipt Always keep your original packaging be sure to obtain the store return policy. (Generally located on your receipt or the retailer s website.) the item(s) must be purchased from a store that provides a return or exchange policy of at least ten (10) days. A claim must be made within 90 days of the purchase date. Please note, certain restrictions may apply; some common ones include: items that are damaged, defective, or non-working as defined by the manufacturer. Customized/personalized, rare, one of a kind, or special order items. Professional services including workmanship, installation, professional advice/ counseling, and technical support, or help line. Items purchased for resale, professional, or commercial use. Personal care items including, but not limited to, cosmetics, hygiene items, cologne, or perfume. You must send the item undamaged and in good working condition to the Value Plan Claims Administrator (TWG Innovative Solutions) before any claim will be paid. Item must be returned in its original packaging along with the original owner s manuals and warranty information. You are responsible for all mailing or shipping costs to the Administrator. Items sent to the Administrator will not be returned to you. You will receive the Administrator s address when you submit your claim form. For more detailed information, read the Value Plan Terms and Conditions in Online Banking, or go to citizensbank.com/plans. 19 return guarantee

22 value plan Warranty extension WHAT IT IS: When you make a purchase, you can extend the original U.S. or brand manufacturer s warranty on any eligible item, so you don t need to purchase additional store warranties. WHAT YOU GET: an extended warranty up to five (5) years from the date of purchase on any eligible item. Eligible items must be $5,000 or less in value. 20 For questions about Plans, call warranty extension

23 value plan HOW TO ACCESS: 1. login to Online Banking and click the Value Plan link on your Account Summary page. 2. Submit a claim: a. Click Submit a Claim Online on your Value Plan homepage or b. contact the Value Plan customer service at , option 1, then option 2 to begin a claim. Have your checking account # associated with your Plan readily available. 3. To submit a claim, you will need: a. Original itemized and dated receipt for the eligible product. b. You do not need to return the item with original packaging, manuals or warranty. c. Repair estimate from an authorized repair service provider. d. any other documents that the Administrator may reasonably request to validate a claim. You will receive Administrators address when you submit your claim form. 4. once all necessary paperwork is received, a check will be mailed, normally within 14 business days. Use this one simple form for all of your Purchase Protection benefits: Price Protection, Return Guarantee, and Warranty Extension. value plan home page purchase protection claim form 21 warranty extension

24 value plan things to know: be sure you keep your receipt and decline the extended warranty offered to you at check-out. coverage begins on the date you purchase the eligible product and terminates 60 months from the purchase date, regardless of when the original manufacturer s warranty terminates. You do not need to return the item with original packaging, manuals or warranty. Please note, your coverage is limited to the lesser of the following: Actual repair cost Actual replacement cost Original purchase price (as documented by your purchase receipt) Coverage does not include: Taxes Storage Shipping & Handling Postage Transportation Delivery Charges If your original manufacturer s warranty has expired, the Value Plan Claims Administrator (TWG Innovative Solutions), will, at their discretion, either repair or replace the Eligible Product(s), or reimburse you the original purchase price of the Eligible Product(s). Eligible Products will be replaced with an item of like kind and like quality (they cannot guarantee to match exact color, material, brand, size, or model). 22 For questions about Plans, call warranty extension

25 value plan things to know: (continued) Please note, certain restrictions apply; some common ones include: eligible products not originally covered by an original manufacturer s warranty or extended warranty. eligible product repairs that should be covered by the original manufacturer s warranty. Unauthorized repairs and or parts. Service where no problem can be found. Breakdowns not reported within the coverage period. If it is determined it is less expensive to replace the product vs. repair, you may be asked to send the product to the Plans Administrator for replacement. You are responsible for all mailing or shipping costs to the Administrator. You will receive the appropriate address to send to at that time. Items sent to the Administrator will not be returned to you. For more detailed information, read the Value Plan Terms and Conditions in Online Banking, or go to citizensbank.com/plans. 23 warranty extension

26 secure plan The Secure Plan WHAT IT IS: Identity theft or a fraud incident can cost you thousands of dollars and countless hours of your valuable time. Your Citizens Bank Secure Plan is designed to provide protection to detect, prevent, and resolve compromises to your credit or your identity, for just $6.99 a month. WHAT YOU GET: DETECTION SERVICES Credit Monitoring with TransUnion: Online access to TransUnion credit report annually. Alerts when inquiries or changes are made on credit report. Internet Surveillance with DataPatrol: Daily web searches to monitor your personal information. Access to help and support when your personal information is at risk. PREVENTION SERVICES Credit Card & Documentation Registration: All your important records and data in one safe place. Limited Power of Attorney to simplify replacing lost or stolen cards. RESOLUTION SERVICES Fraud Resolution: Specialists available to assist you if data is compromised. Follow-up Credit Report. 24 For questions about Plans, call

27 secure plan Getting STARTED: If you enrolled in the Secure Plan at your branch or by phone, simply complete the following easy steps to take full advantage of your Plan benefits: Login to Online Banking Accept the Secure Plan Terms and Conditions It s important no matter how you have enrolled to activate your security benefits. Go to your Secure Plan from your Account Summary page in Online Banking, and look for Secure Plan Activation. Then: 1. Start your Credit Monitoring 2. Review your Internet Surveillance profile 3. Register your credit cards and other important documents. Look for more details in How to Access for each benefit. Terms and Conditions in Online Banking 25

28 secure plan Credit monitoring with TransUnion WHAT IT IS: To help you proactively detect activity on your credit report, your Secure Plan comes with credit monitoring from TransUnion, one of the three major credit bureaus. WHAT YOU GET: In addition to your free annual credit report: a single bureau credit report from TransUnion to ensure you don t have any existing issues. a report that lists your bank loans, mortgages, credit cards, and other lines of credit, including payment history, outstanding balances and judgments. ability to review and access your report and score as a snapshot in time for 365 days. credit score from TransUnion (one of the scores used to determine credit worthiness). Each report covers: Inquiries Which companies have looked at your credit report. New Accounts Any new accounts opened under your name & SSN#. Derogatory Information Accounts with late payments or delinquent status. No Activity Accounts that may have no activity or are no longer active (past car loans, etc.). Whenever there is any of the above activity, you will receive an alert from TransUnion. 26 For questions about Plans, call credit monitoring with transunion

29 secure plan HOW TO ACCESS: 1. login to Online Banking and click on the Secure Plan link on your Account Summary page. 2. Click Start your TransUnion Credit Monitoring from the Plan homepage. 3. in addition to your Online Banking user name and password, you must create a user name and password on the activation page of TransUnion s website to protect your personal data. 4. authenticate your identity by answering questions from your credit report. 5. after successful authentication, click the Credit Report tab or the Credit Score tab to view information. secure plan home page transunion site 27 credit monitoring with transunion

30 secure plan things to know: Based on what is found as part of your monitoring, TransUnion will send out several communications, including: Credit Alert: Sent near real time to inform of inquiries, new accounts, or derogatory information. Monthly No News Alert: Update that there has been no change to report. Fraud Alert: There may be fraudulent activity regarding your personal information. Cancellation Notification: TransUnion has received a notification that Plan member is not longer enrolled, monitoring will be turned off. Quarterly Summary: Review of the last three months alerts. Cannot Pass Identity Verification: When contacting and verifying your identity with TransUnion, online or by phone, you may trigger one of the following alerts designed to protect your personal information: Incomplete Identity Verification: Someone has attempted to authenticate and quit before completing process. Confirm Manual Identity Verification: Someone has called TransUnion Interactive and completed over the phone authentication. Too many log-on attempts: Too many attempts have been made with the wrong user name and password. Set your preferences for viewing alerts online: You can view only the past 30 days, past 90 days, or all alerts ever sent. Alerts begin accumulating at the time you enroll. If you have questions about alerts that you receive, please call the Secure Plan customer service at and select option 1, then option 4. Have your checking account # associated with your Plan readily available. 28 For questions about Plans, call credit monitoring with transunion

31 secure plan things to know: (continued) the credit report is a snapshot in time and can only be requested once a year (though viewable 365 days a year). single bureau monitoring by TransUnion is ongoing; updates that will detail any changes that may have occurred on your credit report will be sent via . credit monitoring is activated when you review your credit report and/or score. Whenever there is an inquiry, new account, or derogatory information an alert will be sent to you. education materials are available on the TransUnion website to help you understand your report or score. Click Learn on the TransUnion site for these materials in addition to the educational content that will be provided where you access your report and score. if you discover fraud on your credit report or via monitoring, contact the Secure Plan customer service at , and select option 1, then 2 to start a fraud resolution case (see Fraud Resolution section, page 37). Important Note: If you discover fraud on any of your Citizens Bank accounts, please call us anytime at if you have questions or need help reading your credit report, we have Credit Report Specialists available to help. Simply call ; select option 1, then 2. Have your checking account # associated with your Plan readily available. For more detailed information, read the secure Plan Terms and Conditions in Online Banking, or go to citizensbank.com/plans. 29 credit monitoring with transunion

32 secure plan Internet Surveillance with DataPatrol WHAT IT IS: Proactively defend your credit and your identity with daily web searches from DataPatrol. DataPatrol monitors public websites and illegally traded data to make sure personal information such as your name, address, and are not exposed. WHAT YOU GET: monitoring of public websites and illegally traded data to make sure that your personal information is not being exposed. scanning of open websites like Facebook, YouTube, etc. You can check your status on the Plan website and/or via alerts. You have the choice to have DataPatrol scan for financial accounts, social security number, passport number, driver s license, phone number, as well as user names and passwords. You will receive alerts and practical advice when a problem is detected. 30 For questions about Plans, call internet surveillance with datapatrol

33 secure plan HOW TO ACCESS: 1. login to Online Banking and click on the Secure Plan link on your Account Summary page. 2. to review and add data elements to be monitored by DataPatrol, click on the Review your Internet Surveillance with DataPatrol link on your plan homepage. 3. You will be taken to the Internet Surveillance with DataPatrol homepage. 4. You will be given the option to change/complete the additional data elements available to be monitored by DataPatrol. Secure Plan Home Page DataPatrol site 31 internet surveillance with datapatrol

34 secure plan things to know: 1. Upon enrollment in the Plan; the customer who enrolled in the plan will be automatically put into the Internet Surveillance system and the following data elements will be immediately monitored: Primary Member Name Primary Member Address Primary Member Phone Number Primary Member Address Note: Any joint account holder on an account with a Plan who did not initiate enrollment, will have to update their personal data to be monitored. Please see How to Access on page 31. You can discontinue monitoring any element at any time by simply removing the information on the Internet Surveillance with DataPatrol site. other optional Data Elements available for monitoring include: Personal Details: Date of Birth Passport Number Drivers License Number Security Question Name User Name Social Security Number Financial Details: Bank Account Number(s) Credit Card(s) Contact Details: Address Phone Number(s) 32 For questions about Plans, call internet surveillance with datapatrol

35 secure plan things to know: (continued) depending on what DataPatrol finds during their monitoring, one of two types of customer alerts is sent to you: Warning! Information found. Peace of Mind. No information found. on a daily basis, the website Risk Level on the Plan website will be updated to reflect last 24 hours of monitoring. the amount of personal, sensitive, and financial information DataPatrol has detected over the last 24 hours is assigned a risk level indicator. the risk level indicator allows you to understand your risk level given the general level of activity being seen at this time. once an alert has been sent, you will be able to go online to get further instructions on how to resolve any issue. Please note, you may complete remediation on your own OR you can contact Secure Plan customer service at and select option 1, then option 2 and we will help resolve your issue. Have your checking account # associated with your Plan readily available. As part of the alerts there is a key that helps you understand: Red I : Why the Plan member should protect that data Green check mark: No new items that need attention Red exclamation point: New results that should be reviewed Blue exclamation point: Indicates results the Plan member has reviewed. the process does not circumvent standard Web security systems, meaning it does not break into a Bank website to give information about your account. Rather, it looks in public areas or areas the service has been invited to view. You can discontinue monitoring any element at any time by simply removing the information on the Internet Surveillance with DataPatrol site. 33 internet surveillance with datapatrol

36 secure plan Card & document registration WHAT IT IS: Save time and eliminate hassle by having all the information you need to prevent identity thieves or fraudsters from using your account information and damaging your credit. WHAT YOU GET: card and document registration keeps all your credit card and personal information in one secure place. limited Power of Attorney allows us to notify card issuers and request replacement cards in the event your credit cards are lost or stolen. HOW TO ACCESS: Please complete the following two steps to get the full benefit of Card and Document Registration: Step 1. Register your cards and documents: 1. login to Online Banking and click the Secure Plan link on your Account Summary page. 2. click Register Now under Card and Document Registration in the Prevent section of the Plan homepage. a. Fill out the Card and Document Registration form and mail to CPP NA (the program provider). CPP s mailing address is located on the form. b. call Secure Plan customer service at , and select option 1, then option 3, when you need assistance with Lost Stolen events or just information look-up. Have your checking account # associated with your Plan readily available. c. call Secure Plan customer service at , and select option 1, then option 3, to request cancellation and re-issuance of impacted cards. Have your checking account # associated with your Plan readily available. 34 For questions about Plans, call card & document registration

37 secure plan Step 2. arrange for Limited Power of Attorney: 1. login to Online Banking and click the Secure Plan link on your Account Summary page. 2. click Limited Power of Attorney Form under Card and Document Registration in the Prevent section of the Plan homepage. a. Complete, sign, and mail form to CPP NA (address located on form). b. cpp stores the registration and Limited Power of Attorney form in a secure file cabinet in a locked room. c. if you have a lost/stolen event, simply contact the Secure Plan customer service at , and select option 1, then option 3, and representatives will work on your behalf to cancel and help re-issue cards. Have your checking account # associated with your Plan readily available. secure plan home page card & document registration form limited power of attorney form 35 card & document registration

38 secure plan things to know: if you do not register your cards, you may still call Secure Plan customer service at , and select option 1, then option 3, for assistance with a lost/stolen event. CPP can provide the toll-free number for most credit card issuers. Have your checking account # associated with your Plan readily available. For more detailed information, read the secure Plan Terms and Conditions in Online Banking, or go to citizensbank.com/plans. 36 For questions about Plans, call card & document registration

39 secure plan Fraud resolution WHAT IT IS: Fraud resolution resources to help you restore your credit when your personal information has been compromised. WHAT YOU GET: a dedicated Fraud Resolution Specialist will be assigned to your case, saving you valuable time. You will receive direct contact information for your Fraud Resolution Specialist, including telephone number and address. Your Fraud Resolution Specialist will assist you with restoring your identity and will not stop working until your information is restored. an interactive CD will be sent to walk you through the process. You will receive a paper tri-bureau credit report after 30 days to ensure your identity has been restored and your profile is back to where it was prior to the fraud event. 37 fraud resolution

40 secure plan HOW TO ACCESS: 1. When you know fraud has occurred, simply contact Secure Plan customer service at , and select option 1, then option 2. Have your checking account # associated with your Plan readily available. 2. a customer service representative will assess the situation to verify that you are a victim of fraud and whether a case should be opened. 3. if a case is opened, a Fraud Resolution Specialist will contact you within 24 hours to complete the report in greater detail as well as determine the fraud type (credit card, check/bank fraud, utilities, other). Your Fraud Resolution Specialist will also explain what you can expect in terms of the resolution process. 4. the Fraud Resolution Specialist will remain in contact with you and send you an Identity Theft packet that includes the Interactive CD, a letter summarizing the fraud resolution process, and any initial letters to sign and return if needed for authorization purposes. 5. the Fraud Resolution Specialist will follow up to see if you received the packet and continue to work with you on the next steps required to complete the resolution process. 38 For questions about Plans, call fraud resolution

41 secure plan things to know: If you have an identity theft incident and if, at your option, you choose to file a report with a Police Agency, it needs to be signed in the presence of a law enforcement officer and the officer must also sign and provide their badge number. who to contact: if you discover fraud through TransUnion or DataPatrol monitoring, call Secure Plan customer service at , and select option 1, then option 2. Have your checking account # associated with your Plan readily available, to start a fraud resolution case (see Resolution section on page 37). if you have questions or need help reading your report, we have Credit Report Specialists available to help If you have questions at any time, simply call the Secure Plan customer service at Have your checking account # associated with your Plan readily available. Important Note: If you discover fraud on any of your Citizens Bank accounts, please call us anytime at For more detailed information, read the secure Plan Terms and Conditions in Online Banking, or go to citizensbank.com/plans. 39 fraud resolution

42 combined plan The Combined Plan WHAT IT IS: Your Citizens Bank Combined Plan gives you all the savings and discounts of the Value Plan with the protection of the Secure Plan at a 20% discount, just $10.99 a month. WHAT YOU GET: You get The Value Plan benefits: More than $500 in potential savings with discounts and coupons. Up to $120 in cash back with Green$ense. Purchase Protection Price Protection Return Guarantee Warranty Extension PLUS The Secure Plan benefits: Credit Monitoring with TransUnion Internet Surveillance with DataPatrol Card and Document Registration Fraud Resolution Follow-up Credit Report HOW TO ACCESS: VALUE PLAN BENEFITS. For specific benefits and information on how to access them, go to pages SECURE PLAN BENEFITS. For specific benefits and information on how to access them, go to pages For questions about Plans, call

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44 This Guide is intended for informational purposes only. Where the Guide and the Terms and Conditions for the Value, Secure and Combined Plan are in conflict, the terms and conditions will prevail. If this is your first enrollment in a Plan you will see your first payment deduction in 60 days. If you have enrolled previously, you will see it in 30 days. All Plan benefits, with the exception of the Green$ense benefit, are provided by AMT Consumer Services, Inc., which will be referred to as AMT, or AMT s third party providers. Citizens Bank is not an affiliate of nor is it responsible or liable for the services provided by AMT. The credit score from TransUnion is accurate only on the day you receive it and is intended to provide a view to your general credit health. This is not the score that lenders may use to determine your creditworthiness. You must be 18 years or older, a US resident and have or open a Citizens Bank checking account. Only one Plan per account. Value Plan Discounts: Actual savings may vary. Green$ense: Terms, conditions, restrictions apply. Transactions must post to and clear your account within the statement period to qualify. All other benefits: Exclusions and limitations apply. See Terms and Conditions for complete product benefit details. The Purchase Protection programs are administered by TWG Innovation Solutions, Inc., 175 West Jackson Blvd., Chicago, IL (312) via forms ESP-MEM-IDOP (8.11), PP-MEM-NT (12.07), and SG-MEMNT (12.07). Warranty Extension benefits are not available in Maine or Utah, and are provided by National Product Care Company, except in Arizona, Florida, Oklahoma and Wisconsin, where they are provided by Service Saver, Incorporated (FL License Number 80173), both of which are located at 175 West Jackson Blvd., Chicago, IL (312) Member FDIC. Citizens Bank is a brand name of Citizens Bank, N.A. and Citizens Bank of Pennsylvania Citizens Financial Group, Inc. All rights reserved. CS#RTBK2124L_459361_Plans Rev. 4/27/15