Important Information

 

The Citizens Bank – Frequently Asked Questions

 

1. Who is The Citizens Bank? 

The Citizens Bank (the “Bank”) is a FDIC-insured community bank based in Olanta, South Carolina providing personal and business banking services.

 

2. What Happened? 

On or around June 13, 2025, the Bank became aware of suspicious activity in our email environment. The Bank immediately launched an investigation, with the assistance of third-party computer forensic specialists, to confirm the full nature and scope of the activity. The investigation determined that certain files in the Bank’s email environment were or may have been accessed between June 12, 2025 and June 14, 2025. The Bank thereafter undertook a thorough review of the potentially impacted records to determine what information was potentially impacted, to whom the information related, and to identify contact information for purposes of providing notifications. That review recently concluded.

 

3. Why am I getting this notice?

  If you received a letter, it is because the investigation into the incident determined that, at the time of the incident, your information was present in the at-risk documents. At this time, The Bank does not have any evidence that any information was used to commit identity theft or fraud.

 

4. Why am I getting this notice from Kroll, and not the Bank?

  Kroll was engaged on behalf of the Bank to assist with sending out notification letters to individuals whose information was present in the impacted account.

 

5. What did the Bank do when the incident was discovered?

  Upon discovery of the incident, the Bank promptly commenced an investigation with the assistance of third-party computer forensic specialists to confirm the potential nature and scope of this incident. This investigation and response included confirming the security of our systems, reviewing the contents of relevant data for sensitive information, and notifying potentially impacted individuals. As part of our ongoing commitment to the privacy of information in our care, we continue to review our policies, procedures and processes related to the storage and access of personal information to reduce the likelihood of a similar future event.

 

6. What is the Bank doing to prevent this from happening again?

   In response to this issue, the Bank promptly took steps to confirm the security of its network and commenced an investigation with the assistance of third-party cyber security specialists to confirm the nature and scope of this incident.  The Bank also reviewed its policies, procedures and processes related to data security.

 

  The Bank takes the security of personal information seriously. The Bank conducted a thorough investigation to determine the nature and scope of the information potentially involved in this incident.  Potentially affected individuals were notified as soon as the Bank completed that investigation to determine the identities of those individuals and the nature of their information that was potentially affected.

 

8. I lost my letter. Can you provide me my activation code?

  Please give me your name and address and we will confirm your individual monitoring code and enrollment information. 

 

9. What can I do to protect against identity theft or fraud?

  The Bank recommends that you remain vigilant and continue to monitor your accounts and free credit reports for unusual activity or any charges you did not make. While the Bank is unaware of any misuse of information as a result of this incident, the Bank encourages those individuals potentially impacted by this incident to protect against the possibility of identity theft and fraud by:

 

• Monitoring your financial statements carefully. If you see any unauthorized or suspicious activity, promptly contact your bank, credit union, or credit card company. 
• Monitoring your credit reports for suspicious or unauthorized activity.  Under U.S. law you are entitled to one free credit report annually from each of the three major credit reporting bureaus.  To order your free credit report, visit www.annualcreditreport.com or call, toll-free, 1-877-322-8228.  You may also contact the three major credit bureaus directly to request a free copy of your credit report.
• Placing a fraud alert on your credit file.  You have the right to place an initial or extended “fraud alert” on your file at no cost. An initial fraud alert is a one-year alert that is placed on a consumer’s credit file. Upon seeing a fraud alert display on a consumer’s credit file, a business is required to take steps to verify the consumer’s identity before extending new credit. If you are a victim of identity theft, you are entitled to an extended fraud alert, which is a fraud alert lasting seven years. Contact the three major credit bureaus directly to place a fraud alert on your credit file.
• Placing a security freeze on your credit file. A security freeze will prohibit a consumer reporting agency from releasing information in your credit report without your express authorization. The security freeze is designed to prevent credit, loans, and services from being approved in your name without your consent. However, you should be aware that using a security freeze to take control over who gets access to the personal and financial information in your credit report may delay, interfere with, or prohibit the timely approval of any subsequent request or application you make regarding a new loan, credit, mortgage, or any other account involving the extension of credit. Pursuant to federal law, you cannot be charged to place or lift a security freeze on your credit report. Contact the three major credit bureaus directly to place a security freeze on your credit file. 
• Contacting the Federal Trade Commission and your state Attorney General to learn more about identity theft, fraud alerts, security freezes, and other steps you can take to protect yourself. The Federal Trade Commission can be reached at: 600 Pennsylvania Avenue NW, Washington, D.C. 20580, www.identitytheft.gov, 1-877-ID-THEFT (1-877-438-4338).
• Reporting incidents of suspected or actual identity theft or fraud to law enforcement, the Federal Trade Commission, and your state Attorney General.          

 

10. What is the purpose of a Fraud Alert?

  An initial fraud alert is a one-year alert that is placed on a consumer’s credit file at no cost to the consumer. Upon seeing a fraud alert display on a consumer’s credit file, a business is required to take steps to verify the consumer’s identity before extending new credit. If you are a victim of identity theft, you are entitled to an extended fraud alert, which is a fraud alert lasting seven years. 

 

  A security freeze will prohibit a consumer reporting agency from releasing information in your credit report without your express authorization. The security freeze is designed to prevent credit, loans, and services from being approved in your name without your consent. However, you should be aware that using a security freeze to take control over who gets access to the personal and financial information in your credit report may delay, interfere with, or prohibit the timely approval of any subsequent request or application you make regarding a new loan, credit, mortgage, or any other account involving the extension of credit. Pursuant to federal law, you cannot be charged to place or lift a security freeze on your credit report. 

 

12. Should I check my credit report?

  The Bank encourages you to monitor your credit report regardless of whether your information was impacted, or you think you may be a victim of identity theft or fraud. Every U.S. consumer over the age of eighteen can receive one free credit report every twelve months by contacting one of the three national credit bureaus or through the Annual Credit Report Service by visiting www.annualcreditreport.com or calling toll-free, 1-877-322-8228.

 

  No. Notification of this incident does not mean you are the victim of identity theft or fraud. The Bank is providing notice to those individuals whose personal information was potentially impacted by this incident out of an abundance of caution.  To date, there is no indication that any of your personal information has been subject to actual or attempted misuse as a result of this incident.

 

  The Bank is offering complimentary credit monitoring services through Kroll at no cost to those potentially affected. 

 

15. I would like to enroll to receive credit monitoring services.  How do I do so?

  Credit monitoring enrollment instructions are included in the letter you received providing notice of this incident.  If you are having difficulty enrolling, I can assist you.

 

16. I think I may be a victim of identity theft. What should I do?

  If you believe you are a victim of attempted or actual identity theft or fraud, you may take the following steps:

 

• Contact appropriate financial institutions to protect or close any accounts that have been tampered with or opened fraudulently.
• Contact the credit reporting agencies to place a “fraud alert” or “security freeze” on your credit reports.
• File a police report and ask for a copy for your records.
• File a complaint with the Federal Trade Commission.
• File a complaint with your state Attorney General.
• Keep good records.
• Keep notes of anyone you talk to regarding this incident, what he/she told you, and the date of the conversation;
• Keep originals of all correspondence and forms relating to the suspicious or fraudulent activity, identity theft, or fraud; and,
• Retain originals of supporting documentation, such as police reports and letters to and from creditors.  When requested to produce supporting documentation, send copies.
• Keep old files, even if you believe the problem is resolved.

 

17. I work with the media, and I am trying to get more information. How do I do so?

  Please provide me with your name and contact information, and I will pass your information to the Bank.

 

18. I work with law enforcement, and I am trying to get more information. How do I do so?

  Please provide me with your name and contact information, and I will have someone reach out to you directly.

 

  If you did not open the letter, please write “NO LONGER RESIDES AT THIS ADDRESS, RETURN TO SENDER” on the outside of the front of the envelope without covering the return address, then put it back in the mail. If you opened the letter, please send the letter to the return address located on the letter.

 

20. I heard about this from another source; am I impacted by this incident?  

  Kroll mailed letters to potentially affected individuals as directed by the Bank. If you did not receive a letter, but believe you may be impacted, please give me your name and address and we will confirm whether you were mailed a letter.

 

  The Bank encourages you to remain vigilant, to review your loved one’s account statements regularly, and to monitor your loved one’s credit reports for suspicious activity.  In addition, there are steps you can take to protect your loved one’s credit file.  Under U.S. law you are entitled to one free credit report annually from each of the three major credit reporting bureaus so long as you verify your authorization to make such a request on behalf of your loved one.  To order this free credit report, visit www.annualcreditreport.com or call, toll-free, 1-877-322-8228.  You may also contact the three major credit bureaus directly to request a free copy of this credit report. PSE recommends contacting the three credit reporting agencies listed below to discuss your particular situation and obtain specific guidance.  Once you establish a relationship with the credit reporting agency and verify your authorization to make a request on behalf of your loved one, you can request a copy of your loved one’s credit report.  A review of the credit report will let you know of any active credit accounts that still need to be closed or any pending collection notices.  Be sure to ask for all contact information on accounts currently open in your loved one’s name (credit granters, collection agencies, etc.) so that you can follow through with these entities.

 

You may also request, in writing, that the report list the following alert:

“Deceased.  Do not issue credit.  If an application is made for credit, notify the following person(s) immediately: (list yourself, and/or another authorized relative, and/or executor/trustee of the estate—noting the relationship of any individual listed to your family member—and/or a law enforcement agency).” 

 

In most cases, this flag will prevent the opening of new credit accounts in your loved one’s name. 

Contact for the three major credit bureaus is as follows:

 

You can further educate yourself regarding identity theft, fraud alerts, security freezes, and the steps you can take to protect your loved one’s identity, by contacting the Federal Trade Commission or your state Attorney General.  The Federal Trade Commission (FTC) encourages those who discover that personal information has been misused to file a complaint with them. To file a complaint with the FTC, or to obtain additional information on identity theft and the steps that can be taken to avoid identity theft, the FTC can be reached at: 600 Pennsylvania Avenue NW, Washington, D.C. 20580, or at www.ftc.gov/idtheft, or (877) ID-THEFT (877-438-4338); TTY: (866) 653-4261.