Welcome to Citizens Bank Online New & Improved

Welcome to Citizens Bank Online New & Improved You ll enjoy enhanced Citizens Bank online banking services this fall. This User s Guide explains the features and the use of Citizens Bank s Online Banking and Bill Payment Services. Using the same login and password, some of the enhancements you will enjoy include: Check Images: View up to 16 months of digital images (front and back) of any check that has cleared. Online Statements: View or print up to 18 months of online versions of your deposit account statements. Account Alerts: Set up accounts to notify you when balances go above or below a certain threshold, or when a check has cleared. Quick Links: Enjoy easier navigation! Many popular functions will now be just one click away. Single Login: Business customers can manage personal accounts and/or multiple business accounts with a single login. Funds can be transferred between personal and business accounts. Nickname Accounts: Choose nicknames for your accounts for quick and easy reference. This Guide is organized into two sections Personal and Business Banking Services. In each section, we have highlighted changes to your online banking service, as well as enhancements you ll experience this fall. You ll see helpful tips, instructions and screen images to help you navigate the site. To help you quickly find the topics that are most important to you, we have added links to key subject areas. Our detailed Help screens and personal assistance from dedicated Online Banking Customer Service Specialists provide you with support 24 hours a day, 7 days a week. The Help link can be found in the top right corner of any screen within Citizens Bank Online. If you need further assistance, please feel free to call us anytime. For personal accounts, call 1-800-656-6561. For business accounts, call 1-877-229-6428. Thank you. IWD3 Member FDIC

Table of Contents Personal Online Banking Services Welcome to Citizens Bank Online New & Improved.......... 1 Citizens Bank Online Comparison of Features............................ 2-3 Log In........................................ 4 Account History.................................. 5 Deposit Account Statements........................... 6 Transfer Funds................................... 7 Transfer Funds to Loan Accounts....................... 8 Account Alerts Center............................ 9-10 Citizens Bank Online Bill Payment Comparison of Features............................ 11 Pay Bills...................................... 12 Business Online Banking Services Welcome to Citizens Bank Business Online New & Improved.... 13 Citizens Bank Business Online Comparison of Features.......................... 14-15 Log In....................................... 16 Account History................................. 17 Deposit Account Statements.......................... 18 Transfer Funds.................................. 19 Account Alerts Center............................ 20-21 User Setup..................................... 22 Citizens Bank Business Online Bill Payment Comparison of Features.......................... 23-24 Pay Bills...................................... 25

Welcome to Citizens Bank Online New & Improved Welcome to Online Banking Commonly used functions are a mouse click away. New navigational menu offers clearly labeled tabs identifying major functions. Welcome to Citizens Bank Online New & Improved The new and improved welcome page helps you navigate the site quickly and easily. Links and icons to popular functions, such as bill pay, are clearly labeled. 1 Just call 1-800-656-6561 toll-free anytime.

Citizens Bank Online Here is a summary of the enhancements along with helpful tips and instructions on the following pages. Comparison of Features Citizens Bank Online To log in to Citizens Bank Online, you use your Citizens Bank ATM or debit card (or 16-digit access code) as a username and an online banking password. No check details are available. Statements are unavailable. Log In Instructions Viewing Account Information Improved Citizens Bank Online You can continue to access online banking with your card number (or 16-digit access code) as a username and existing password. New: You can now change your login information. Instead of using your ATM or debit card number (or 16-digit access code) as your username, choose a username that is easier to remember. Your new username can be as short as six characters. You can also change your password and select a password clue should you forget it. New: View up to 16 months of front and back digital images of any check that has cleared by selecting the check number link in Account History. New: View or print up to 18 months of online versions of your deposit account statements from the Account History page. Personal Online Banking Services Comparison of Features Accounts cannot be nicknamed. Accounts are identified by product name (e.g. Circle Checking). Account Summary is available by clicking the summary button from the View Accounts page. Account History is available by clicking the history button from the View Accounts page. You can narrow your search by date, amount, transaction type or check number by clicking the Change Search Criteria button. Hide an account from view by clicking the Preferences link. New: Accounts can be nicknamed by clicking Add/Edit Account Nicknames from the main navigation menu. Account Summary is combined with Account History and is accessed by clicking the account name or by clicking Account History from the main navigation menu. You can change the account being viewed and also narrow your search by date, amount, transaction type or check number by selecting your criteria on the Account History screen and clicking the Update View of Transactions button. Hide an account from view by clicking Update Account Info from the main navigation menu. (continued) 2 Just call 1-800-656-6561 toll-free anytime.

Citizens Bank Online Comparison of Features Citizens Bank Online Show or mask account numbers by clicking the Preferences link. Download account information to Microsoft Money, QuickBooks or Quicken by clicking Download Accounts from the left navigation menu. Improved Citizens Bank Online Viewing Account Information (continued) Transfer funds between accounts for the current day, a future date or on a recurring basis by clicking Transfer Funds from the left navigation menu. Also transfer funds for payment to loans or credit line accounts. Transfers Show or mask account numbers by clicking Update Account Info from the main navigation menu. Downloading or Exporting Transactions Transfer funds between accounts for the current day, a future date or on a recurring basis by clicking Transfer Funds from the main navigation menu. Or, select Make A Transfer from the Quick Links box on the Welcome page. Also transfer funds for payment to loans or credit line accounts. New: Transfer funds to loan accounts to reduce your principal balance. New: Transfer date calendar. Use the new interactive calendar to easily choose the transfer date by selecting the calendar icon. Download account information to Microsoft Money, QuickBooks or Quicken by clicking the Download Account Data link from the Account History screen. Personal Online Banking Services Comparison of Features Customer Service Requests You can place a reorder for checks at citizensbank.com. New: You can now reorder checks directly through Citizens Bank Online. Set up and receive a balance alert for an account balance going above or below a threshold. New: Set up and receive an account alert for an account balance going above or below a threshold, when a payment fails to process and for a check that has cleared. Alerts can also be delivered to up to three addresses, including e-mail, mobile phone or pager. 3 Quicken and QuickBooks are registered trademarks of Intuit, Inc. Just call 1-800-656-6561 toll-free anytime.

Citizens Bank Online Log In You can now choose a username as short as six characters. Personal Online Banking Services Log In You can continue to access online banking with your Citizens Bank ATM or debit card number (or 16-digit access code) as a username and existing password. Or, you can choose a username as short as six characters that is easier to remember. 4 Just call 1-800-656-6561 toll-free anytime.

Citizens Bank Online Account History New drop down menus make it easier to customize account history searches. Choose nicknames for your accounts for quick and easy reference. View or print up to 18 months of online versions of your deposit account statements. The download data link is conveniently located on the Account History screen. Personal Online Banking Services Account History View check images by selecting the check number link. Viewing account history has never been easier. You can see cleared checks, download data to personal financial management software and print online versions of your deposit account statements. 5 Just call 1-800-656-6561 toll-free anytime.

Citizens Bank Online Deposit Account Statements 1-800-922-9999 Call Citizens PhoneBank anytime for account information, current rates and answers to your questions. US002 BR673 John Customer 888 Any ST Anytown MA 02050-5555 Checking ----------------------------------------------------------------------------------------------------------------------------------------- ------------------------------------------- SUMMARY John Customer Balance Calculation Balance Previous Balance 3345.71 Average Daily Balance 2979.44 Checks 432.54 - Withdrawals 300.00 - Interest Deposits & Additions.00 + Interest Paid Current Interest Rate.00%.00 + Annual Percentage Yield Earned.00% Current Balance 2613.17 = Number of Days Interest Earned 00 Interest Earned.00 Interest Paid This Year.00 Citizens Circle Gold Account Statement 1 OF 1 Beginning March 17, 2004 through April 17, 2004 ========================================================================================================================== Circle Checking 11111-614-8 Online versions of your monthly deposit account statements provide you with a summary of account activity. Personal Online Banking Services Deposit Account Statements 6 Just call 1-800-656-6561 toll-free anytime.

Citizens Bank Online Transfer Funds Online calendar lets you choose the transfer date with a click of a mouse. New option to set up recurring transfers more easily. Personal Online Banking Services Transfer Funds New memo field for your personal notes about transfers. The new, easy-to-use interactive calendar helps you choose the dates of your transfers quickly. 7 Just call 1-800-656-6561 toll-free anytime.

Citizens Bank Online Transfer Funds to Loan Accounts Transfer funds to loan accounts to reduce your principal balance. Personal Online Banking Services Transfer Funds to Loan Accounts Loan account summary, including last payment amount, is now displayed on the Transfer Funds to loan account page. 8 Just call 1-800-656-6561 toll-free anytime.

Citizens Bank Online Account Alerts Center By clicking Add Alerts, three different types of notification can be set up. Personal Online Banking Services Account Alerts Center Alerts can help you manage your accounts by notifying you when specific events occur, such as when your account balance falls below a minimum balance. 9 Just call 1-800-656-6561 toll-free anytime.

Citizens Bank Online Account Alerts Center Personal Online Banking Services Account Alerts Center Receiving alerts is now more convenient. Notification can be sent to three addresses, including e-mail, mobile phone or pager. 10 Just call 1-800-656-6561 toll-free anytime.

Citizens Bank Online Bill Payment Citizens Bank Online Bill Payment Here is a summary of the key bill payment differences and enhancements and helpful tips and instructions on the following page. Comparison of Features Citizens Bank Online Bill Payment Log in to Citizens Bank Online and choose the Make Payments link located in the left navigation menu. To schedule a bill payment, choose the Make Payments link from the left navigation menu. Choose the payee and the Payment Date. The Payment Date is the date the payee is scheduled to receive the payment. Access Instructions Scheduling Payments Improved Citizens Bank Online Bill Payment Log in to Citizens Bank Online and choose Pay a Bill from the Quick Links box on the Welcome page or Pay Bills from the main navigation menu on any page. To schedule a bill payment, choose the Pay Bills link from the main navigation menu or from the Quick Links box on the Welcome page. Choose the payee, amount and the Payment Due Date. Optional memo field is available. The Payment Due Date is the date the payee is scheduled to receive the payment. Personal Online Banking Services Online Bill Payment New: Payment date calendar. Use the new interactive calendar to easily choose the payment date by selecting the calendar icon. New: Available balances are now shown for the payment accounts. (The available balance shown for your accounts does not include your overdraft line of credit.) Pending payments and payment history are viewed together by clicking Review/ Modify Payments. Pending payments can be viewed by clicking Pending Payments from the Pay Bills navigation menu or by clicking Pending Payments from the Quick Links box on the Welcome page. Payment history can be viewed by clicking Payment History from the Pay Bills navigation menu. 11 Just call 1-800-656-6561 toll-free anytime.

Citizens Bank Online Bill Payment Pay Bills Personal Online Banking Services Pay Bills The R icon reminds you that a recurring payment has been set up for this payee. Use the new payment date calendar to choose the date the payee is scheduled to receive the payment. Access payment history and pending payments from this page. Quickly add new payees by selecting the Add New Payee link. 12 Just call 1-800-656-6561 toll-free anytime.

Welcome to Citizens Bank Business Online New & Improved Welcome to Online Banking Commonly used functions are a mouse click away. New navigational menu offers clearly labeled tabs identifying major functions. Welcome to Citizens Bank Business Online New & Improved The new and improved welcome page helps you navigate the site quickly and easily. Links and icons to popular functions, such as bill pay, are clearly labeled. 13 Just call 1-877-229-6428 toll-free anytime.

Citizens Bank Business Online Here is a summary of the enhancements along with helpful tips and instructions on the following pages. Comparison of Features Citizens Bank Business Online To log in to Citizens Bank Business Online, you use your Citizens Bank ATM or business debit card (or 16-digit access code) as your username and an online banking password. Setting up other users within a business for business online banking requires setting up additional ATM or business debit cards at a branch. No check details are available. Log In Instructions Security Access Viewing Account Information Improved Citizens Bank Business Online You can continue to access online banking with your card number (or 16-digit access code) as your username and existing password. New: You can now change your login information. Instead of using your ATM or business debit card number (or 16-digit access code) as your username, choose a username that is easier to remember. Your new username can be as short as six characters. You can also change your password and select a password clue should you forget it. New: Current users with administrative capability can choose the Administration Functions link from the Customer Service menu to set up users and customize their access levels to accounts and functionality. New: View up to 16 months of front and back digital images of any check that has cleared by selecting the check number link in Account History. Business Online Banking Services Comparison of Features Statements are unavailable. Accounts cannot be nicknamed. Accounts are identified by product name (e.g. Business Partners Money Market). Account Summary is available by clicking the summary button from the View Accounts page. Account History is available by clicking the history button from the View Accounts page. You can narrow your search by date, amount, transaction type or check number by clicking the Change Search Criteria button. New: View or print up to 18 months of online versions of your deposit account statements from Account History page. New: Accounts can be nicknamed by clicking Add/Edit Account Nicknames from the main navigation menu. Account Summary is combined with Account History and is accessed by clicking the account name or by clicking Account History from the main navigation menu. You can change the account being viewed and also narrow your search by date, amount, transaction type or check number by selecting your criteria on the Account History screen and clicking the Update View of Transactions button. (continued) 14 Just call 1-877-229-6428 toll-free anytime.

Citizens Bank Business Online Comparison of Features Citizens Bank Business Online Hide an account from view by clicking the Preferences link. Show or mask account numbers by clicking the Preferences link. With Citizens Bank Business Online, you may view business account information. Personal account information may be viewed by logging in to Citizens Bank Online. Transfer funds between accounts for the current day, a future date or on a recurring basis by clicking Transfer Funds from the left navigation menu. Improved Citizens Bank Business Online Viewing Account Information (continued) Transfers Hide an account from view by clicking Update Account Info from the main navigation menu. Show or mask account numbers by clicking Update Account Info from the main navigation menu. New: View and manage personal accounts and/or multiple business accounts with a single login. Simply call Online Banking Customer Service for assistance with linking your personal accounts to your business online service. Transfer funds between accounts for the current day, a future date or on a recurring basis by clicking Transfer Funds from the main navigation menu. Or, select Make A Transfer from the Quick Links box on the Welcome page. New: Transfer funds between business and personal accounts. New: Transfer date calendar. Use the new interactive calendar to easily choose the transfer date by selecting the calendar icon. Business Online Banking Services Comparison of Features Downloading or Exporting Transactions Download account information to Microsoft Money, QuickBooks or Quicken by clicking Download Accounts from the left navigation menu. Download account information to Microsoft Money, QuickBooks or Quicken by clicking Download Account Data link from the Account History screen. Customer Service Requests You can place a reorder for checks at citizensbank.com. Set up and receive a balance alert for an account balance going above or below a threshold. New: You can now reorder checks directly through Citizens Bank Business Online. Set up and receive an account alert for an account balance going above or below a threshold, when a payment fails to process and for a check that has cleared. Alerts can also be delivered to up to three addresses, including e-mail, mobile phone or pager. 15 Just call 1-877-229-6428 toll-free anytime.

Citizens Bank Business Online Log In You can now choose a username as short as six characters. Business Online Banking Services Log In You can continue to access online banking with your Citizens Bank ATM or business debit card number (or 16-digit access code) as a username and existing password. Or, you can choose a username as short as six characters that is easier to remember. 16 Just call 1-877-229-6428 toll-free anytime.

Citizens Bank Business Online Account History New drop down menus make it easier to customize account history searches. Choose nicknames for your accounts for quick and easy reference. View or print up to 18 months of online versions of your deposit account statements. The download data link is conveniently located on the Account History screen. Business Online Banking Services Account History View check images by selecting the check number link. Viewing account history has never been easier. You can see cleared checks, download data to personal financial management software and print online versions of your deposit account statements. 17 Just call 1-877-229-6428 toll-free anytime.

Citizens Bank Business Online Deposit Account Statements 1-800-862-6200 Call Citizens PhoneBank anytime for account information, current rates and answers to your questions. US002 BR673 ABC Company 888 Any ST Anytown MA 02050-5555 Checking ----------------------------------------------------------------------------------------------------------------------------------------- ------------------------------------------- SUMMARY ABC Company Balance Calculation Balance Previous Balance 3345.71 Average Daily Balance 2979.44 Checks 432.54 - Withdrawals 300.00 - Interest Deposits & Additions.00 + Interest Paid Current Interest Rate.00%.00 + Annual Percentage Yield Earned.00% Current Balance 2613.17 = Number of Days Interest Earned 00 Interest Earned.00 Interest Paid This Year.00 Business Partners Checking I Account Statement 1 OF 1 Beginning March 17, 2004 through April 17, 2004 ========================================================================================================================== Business Partners Checking I 11111-614-8 Business Online Banking Services Deposit Account Statements Online versions of your monthly deposit account statements provide you with a summary of account activity. 18 Just call 1-877-229-6428 toll-free anytime.

Citizens Bank Business Online Transfer Funds Online calendar lets you choose the transfer date with a click of a mouse. New option to set up recurring transfers more easily. Business Online Banking Services Transfer Funds New memo field for your personal notes about transfers. Transfer funds between business and personal accounts. The new, easy-to-use interactive calendar helps you choose the dates of your transfers quickly. 19 Just call 1-877-229-6428 toll-free anytime.

Citizens Bank Business Online Account Alerts Center By clicking Add Alerts, three different types of notification can be set up. Business Online Banking Services Account Alerts Center Alerts can help you manage your accounts by notifying you when specific events occur, such as when your account balance falls below a minimum balance. 20 Just call 1-877-229-6428 toll-free anytime.

Citizens Bank Business Online Account Alerts Center Business Online Banking Services Account Alerts Center Receiving alerts is now more convenient. Notification can be sent to three addresses, including e-mail, mobile phone or pager. 21 Just call 1-877-229-6428 toll-free anytime.

Citizens Bank Business Online User Setup Business Online Banking Services User Setup Customize access levels to accounts and functionality for each user. Users with administrative capability can set up additional users online and assign permissions. 22 Just call 1-877-229-6428 toll-free anytime.

Citizens Bank Business Online Bill Payment Citizens Bank Business Online Bill Payment Here is a summary of the key bill payment differences and enhancements and helpful tips and instructions. Comparison of Features Citizens Bank Business Online Bill Payment Log in to Citizens Bank Business Online and choose the Make Payments link located in the left navigation menu. To schedule a bill payment, choose the Make Payments link from the left navigation menu. Choose the payee and the Payment Date. The Payment Date is the date the payee is scheduled to receive payment. Access Instructions Scheduling Payments Improved Citizens Bank Business Online Bill Payment Log in to Citizens Bank Business Online and choose Pay a Bill from the Quick Links box on the Welcome page or Pay Bills from the main navigation menu on any page. To schedule a bill payment, choose the Pay Bills link from the main navigation menu or from the Quick Links box on the Welcome page. Choose the payee, amount and the Payment Due Date. Optional memo field is available. The Payment Due Date is the date the payee is scheduled to receive payment. Business Online Banking Services Online Bill Payment New: Payment date calendar. Use the new interactive calendar to easily choose the payment date by selecting the calendar icon. New: Available balances are now shown for the payment accounts. (The available balance shown for your accounts does not include your overdraft line of credit.) Pending payments and payment history are viewed together by clicking Review/ Modify Payments. Pending payments can be viewed by clicking Pending Payments from the Pay Bills navigation menu or by clicking Pending Payments from the Quick Links box on the Welcome page. Payment history can be viewed by clicking Payment History from the Pay Bills navigation menu. (continued) 23 Just call 1-877-229-6428 toll-free anytime.

Citizens Bank Business Online Bill Payment Comparison of Features Citizens Bank Business Online Bill Payment Invoice number as well as date, amount, description and discount information can be submitted with online bill payments. Invoice Information Improved Citizens Bank Business Online Bill Payment Invoice number as well as date, amount, description and discount information can be submitted with online bill payments. The Invoice Details link expands on the same page to view the input fields for invoice information. Business Online Banking Services Online Bill Payment 24 Just call 1-877-229-6428 toll-free anytime.

Citizens Bank Business Online Bill Payment Pay Bills Use the new payment date calendar to choose the date the payee is scheduled to receive the payment. Business Online Banking Services Pay Bills The R icon reminds you that a recurring payment has been set up for this payee. Convenient new layout allows you to make multiple payments to multiple payees on the same page. Access payment history and pending payments from this page. Quickly add new payees by selecting the Add New Payee link. 25 Just call 1-877-229-6428 toll-free anytime.