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Mortgage Loan Transfer FAQs




Mortgage Loan Information

Citizens acquired Investors Bank in April 2022. The servicing of your mortgage loan will transfer to Citizens on October 1, 2022.

No, the terms of your loan will remain the same as they are today. 

No, we’ve assigned a new loan number. Your loan number is included on the servicing transfer letter we are mailing to you in mid-September.  It will also be on all written correspondence from us going forward.

You’ll be able to access your loan through Investors Bank online and mobile banking through September 30, 2022. Once your loan transfers to us on October 1, your loan will no longer be viewable online with Investors.

Your loan will transfer on October 1, 2022, but it takes a few business days for your loan to be set up on our systems. When your loan is transferring, you won’t be able to access it online. Once the transfer is complete by October 6th, you’ll then be able to access your loan online and make payments with us.

Beginning October 6th you can access your loan information at or using our Citizens mobile app*. Download our app today.

Citizens Bank App Store Download     Citizens Bank Google Play App Download

*Wireless carrier, text and/or data charges may apply.

Yes, planning is underway to transfer other accounts with Investors Bank to Citizens in early 2023. You’ll hear from us with more details before those accounts transition. You can continue to access those accounts as you do today until they transfer.

Yes, if you have other accounts with us and are currently enrolled in Citizens Online or Mobile Banking, once your mortgage loan has transferred, you’ll be able to log in as you do today to access your mortgage loan along with your other Citizens accounts. 

You’ll receive one IRS Form 1098 (Mortgage Interest Statement) from us for all payment activity with Investors Bank and Citizens during 2022.

Billing and Payments

We’ll send the first billing statement within 30 days of your transfer date.

Beginning with your October payment, mail your payment to the address below. Be sure to make your check payable to Citizens and include your new loan number. 

P.O. Box 2800
Glen Allen, VA 23058-2800 


Yes, if you’d like to receive your billing statements electronically, simply enroll in Citizens Online or Mobile Banking. As part of the enrollment process, you’ll be asked to accept an online e-sign agreement which will include paperless communications.

No, we do not accept payments at branches, but we have several other convenient options to make your payments.

Here’s how you can make your payments:

Mobile App:  Citizens
Phone: 800.234.6002
Mail:  Use your coupon attached to your billing statement or mail to:
  P.O. Box 2800
  Glen Allen, VA 23058-2800

Please include your new loan number if you’re sending a check.


Investors Bank will forward any payments they receive to us for 60 days after your transfer date. 

Yes, if your mortgage payments were automatically withdrawn from your checking or savings account by Investors Bank, we’ll continue to withdraw them from the same account on your designated day. There’s nothing you need to do.

We are unable to set up a separate draft for principal only. If you’d like to pay additional principal, you can add this to your monthly draft. To do this, go to our Citizens mobile app or

If your automatic payment is scheduled between October 1 and October 4, your first draft with us will be slightly delayed but will occur no later than October 5. After that, your payments will be drafted on the day you designated with Investors Bank. If your automatic payment is scheduled for October 5 or later, we’ll draft it on the day as scheduled. (Any automatic payments scheduled on a weekend or holiday will be drafted the following business day.)

You’ll need to notify the payment service provider of this change to make sure your payments are sent to us. Payments should include your new loan number and be sent to the address below:

P.O. Box 2800
Glen Allen, VA 23058-2800 

If you have an Investors checking/savings account and want to make electronic loan payments using Investors online banking, be sure to go online and add Citizens as a payee and include your new loan number and the payment address stated above.

No, we will not accept a payment for an amount less than the full amount due.

We’re here to help you during difficult times. Please contact us at 800.456.8855, Monday through Friday from 8 a.m. to 8 p.m. ET, to discuss the challenges you’re facing and payment assistance options that may be available to help.


If Investors Bank established an escrow account for payment of your taxes and/or insurance, we’ll also have an escrow account set up to continue to pay them on your behalf.

Investors Bank will pay taxes and/or insurance bills due before the transfer date. We’ll pay bills due on or after the transfer. If you’d like to confirm the payment was made, you can contact your insurance provider or taxing authority, or give us a call at 800.234.6002, Monday through Friday from 8 a.m. to 8 p.m. ET.

Your escrow account will be analyzed at least once a year to determine estimated payments for the upcoming 12 months for taxes and/or insurance premiums. 

Yes, please contact your insurance agent to have the mortgagee clause updated to the following:

Citizens Bank, N.A.
P.O. Box 202060
Florence, SC 29502-2060

Give us a call at 800.234.6002 with any questions about the transfer of your mortgage loan. Please note that we will not have specific mortgage account information until October 6.