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How can we help?

Please look through our list of frequently asked questions below. If you are still unable to find an answer to your question, we would be glad to help you at 1.800.374.6123 from Monday - Friday 8:00 a.m. - 7:00 p.m. ET & Saturday 8:00 a.m. - 5:00 p.m. ET.

As a reminder: Peoples Bank will never call or email asking for your account information or debit card number. DO NOT SHARE your online banking credentials, passwords or pin numbers. Be very cautious with unsolicited emails, phone calls and texts. If you have any questions, you are welcome to call us at 800.374.6123 or visit any of our 120 branch locations. 

Call wait times may be extended due to higher than normal call volume.

What type of request is this?

I have a question on Premier Bank, Inc or Citizens Deposit Bank & Trust

For information regarding Premier Bank, Inc or Citizens Deposit Bank & Trust, please visit our page here: https://www.peoplesbancorp.com/premierandcitizens

Online and Mobile Banking

I am locked out of my Online Banking account. What do I do?

If the password is entered incorrectly three times, the user ID will be disabled and the user will be prompted to contact Customer Care in order to unlock the account and/or generate a temporary password.

Temporary passwords:  

  • Must be entered into the full website (the app does not support temporary passwords).
  • Temporary passwords must have all letters capitalized.
  • Once entered, the user will be informed that the current password has expired and will be prompted to create and confirm a new password.

Customer Care- 800.374.6123

Monday - Friday 8:00 a.m. - 7:00 p.m. ET & Saturday 8:00 a.m. - 500 p.m. ET.

Business Support- 800.374.6123, Option 6

Monday - Friday 8:00 a.m. - 7:00 p.m. ET & Saturday 8:00 a.m. - 500 p.m. ET.

I am locked out of my Mobile Banking app account. What do I do?

The customer has been locked out of the app for a 24 hour period. Each attempt at logging into the app after being locked out will reset the 24 hour timer. This is not something that can be unlocked, and you will have to wait the full 24 hours. However, you will still be able to access the full website.

If you receive an error when attempting to login, such as:

  1. Data network busy or unavailable (1229)
  2. Cannot complete your request at this time

Check the Apple or Google Play store to make sure you have the latest version of our app. If you don't have the latest version, please update. That should fix the issue. 

I don't remember my online password and/or username

reset password graphic

For password resets, click "Forgot your password?" link on the sign in page to start the process. Please note you will need to have an up to date phone number on file to complete the process.

Also, you can contact Customer Care to unlock your account, and to reset passwords and/or usernames.

Please remember the following for temporary passwords generated by Customer Care:

  • Temporary password must be entered into the full website (the app does not support temporary passwords).
  • Temporary passwords must have all letters capitalized.
  • Once entered, the user will be informed that the current password has expired and will be prompted to create and confirm a new password.

Why do I have to receive and enter a security code while logging into the mobile app?

In some situations, our mobile banking app will ask for a security code for an added layer of fraud prevention. This could be because you are logging in for the first time few times, or logging in on a new wifi network OR you are logging into your account in the middle of the night  

I am receiving out-of-date phone numbers of Security Code

As a security precaution, our system will generate false phone numbers if the user ID is not valid. If provided out-of-date phone numbers when prompted for a security code, please contact:

Customer Care- 800.374.6123

Monday - Friday 8:00 a.m. - 7:00 p.m. ET & Saturday 8:00 a.m. - 500 p.m. ET.

Business Support- 800.374.6123, Option 6

Monday - Friday 8:00 a.m. - 7:00 p.m. ET & Saturday 8:00 a.m. - 500 p.m. ET.

How do I access my online bank statements?

Avoid paying paper statement fees and always have access to your bank statements by enrolling in E-Statements!
HOW TO ENROLL
There are two different ways you can enroll for E-Statements to be delivered to you. Choose from the following:

Receive E-Statements through Email:

  • Fill out and submit the “ENROLL NOW” form below
  • Enter the email address to which you’d like to receive your E-statements
  • Receive monthly E-statements directly to your inbox
  • No online banking account necessary for email sign up

ENROLL NOW

Receive E-Statements through Online Banking:

  • Log in to your online banking account
  • Choose “Customer Service”
  • Choose “Customer Service” < “Change Document Delivery Method”
  • Select your “Delivery Method” as “Online”
  • Receive monthly E-statements within your online account

LOG IN

I would like to set up E-Statements

E-Statements
HOW TO ENROLL
There are two different ways you can enroll for E-Statements to be delivered to you. Choose from the following:

Receive E-Statements through Email:

  • Fill out and submit the “ENROLL NOW” form below
  • Enter the email address to which you’d like to receive your E-statements
  • Receive monthly E-statements directly to your inbox
  • No online banking account necessary for email sign up

ENROLL NOW

Receive E-Statements through Online Banking:

  • Log in to your online banking account
  • Choose “Customer Service”
  • Choose “Customer Service” < “Change Document Delivery Method”
  • Select your “Delivery Method” as “Online”
  • Receive monthly E-statements within your online account

LOG IN

Fraud Related Questions

Lost or stolen debit card or suspected fraud

If you suspect you are a victim of debit card fraud, please call the Customer Care Center at 800.374.6123 for assistance. If the call is outside of normal business hours, use option 3, then option 1, then option 2.
You also can disable your card via our mobile application. Once you are in the mobile application: Select more, card controls, and then disable the card.

Customer Care- 800.374.6123

Monday - Friday 8:00 a.m. - 7:00 p.m. ET & Saturday 8:00 a.m. - 500 p.m. ET.

Business Support- 800.374.6123, Option 6

Monday - Friday 8:00 a.m. - 7:00 p.m. ET & Saturday 8:00 a.m. - 500 p.m. ET.

There is a charge on my account I did not do

In order to reverse a charge, please visit a branch location and file a dispute form. If you suspect you are victim of debit card fraud, please call the Customer Care Center - 24/7 - for assistance. 

You can also disable your card by logging into the mobile application, select more, card controls, and disable the card until you are able to get in contact with a representative. If you suspect you are a victim of debit card fraud outside of the above hours, call 800.374.6123 option 3, then option 1, then option 2.

You can also disable your card by contacting us at one of the following phone numbers:

Customer Care- 800.374.6123

Monday - Friday 8:00 a.m. - 7:00 p.m. ET & Saturday 8:00 a.m. - 500 p.m. ET.

Business Support- 800.374.6123, Option 6

Monday - Friday 8:00 a.m. - 7:00 p.m. ET & Saturday 8:00 a.m. - 500 p.m. ET.

How do I verify a cashiers check from Peoples Bank?

From counterfeit cashiers checks to sweepstakes and lottery winnings, if it sounds too good to be true, it probably is. If you didn't expect to receive a cashiers check, you can learn to recognize legitimate solicitations from those that aren't. Find out more: https://www.consumer.ftc.gov/. Peoples Bank will never call, email or text message you to ask for your personal info, account or debit card number or online banking credentials. If you suspect someone is trying to gain access to your account or want to verify legitimacy of a check, please contact us at 1.800.374.6123

Account Information and Questions

When will my deposit be available?

For information on the deposit availability, refer to the Funds Availability Policy

How can I order checks online?

To order checks online, please click here.

My debit card is damaged or about to expire

Call your local branch and talk to one of our representatives. We will automatically send you a new debit card before your current one expires and you can replace an existing card for a small fee if it is lost or damaged. 

To obtain immediate customer service or account support, please call our Customer Care Center at 800.374.6123, M-F, 8 am to 7 pm, or on Saturdays from 8 am to 5 pm
If you suspect you are a victim of debit card fraud outside of the above hours, call 800.374.6123 option 3, then option 1, then option 2.

Where do I find the Direct Deposit form?

The direct deposit authorization form can be found here

How do I update the phone number for my account?

To update the phone number for your account, please contact:

Customer Care- 800.374.6123

Monday - Friday 8:00 a.m. - 7:00 p.m. ET & Saturday 8:00 a.m. - 500 p.m. ET.

Business Support- 800.374.6123, Option 6

Monday - Friday 8:00 a.m. - 7:00 p.m. ET & Saturday 8:00 a.m. - 500 p.m. ET.

How do I locate routing and account number?

Peoples Bank Routing Number: 044202505

Routing numbers are nine digit numbers that can also be referred to as banking routing numbers, routing transit numbers, RTNs, and ABA numbers. This code identifies your financial institution.

On your paper checks:

Your Account number and Bank (ABA) Routing number can be found at the bottom of your checks: need to get larger photo of check/routing number example

 

How do I change the address on my account?

To change the address on your account, please log into Online Banking, select Customer Service > Account Maintenance > Change Address

You can also do so by calling us. Please contact:

Customer Care- 800.374.6123

Monday - Friday 8:00 a.m. - 7:00 p.m. ET & Saturday 8:00 a.m. - 500 p.m. ET.

Business Support- 800.374.6123, Option 6

Monday - Friday 8:00 a.m. - 7:00 p.m. ET & Saturday 8:00 a.m. - 500 p.m. ET.

General Questions

Where do I find branch phone numbers and hours of operation?

Our location pages include branch specific phone numbers and hours of operation for the lobby and drive thru. We also do our best to keep internet search engines and maps like Google and Apple Maps updated, but they may show incorrect information occasionally. So we recommend viewing our location pages for the most up to date info.

  • Peoples Insurance Agency: 740.373.3994
  • North Star Leasing: 802.862.6084
  • Peoples Premium Finance: 844.292.9090

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