CREDIT CARD AGREEMENT

F03-Y263-0

Introduction
YOUR CARDHOLDER AGREEMENT
This document, together with your Rates and Fees Table, and any amendments 
make up the contract between you, the cardmember, and Citizens Bank, N.A. Any 
special offers related to your Account are subject to this Agreement, unless explained 
otherwise. We will refer to this document as your “Agreement.” THIS AGREEMENT 
CONTAINS AN ARBITRATION PROVISION INCLUDING A NOTICE REGARDING THE RIGHT 
TO OPT OUT. 

ACCEPTANCE OF YOUR AGREEMENT
Your use of the Account or any payment on the Account indicates your acceptance of 
the terms of this Agreement. 

Any Cards or checks issued to you belong to us. You agree to sign each Card before you 
use it. You agree to return your Cards and checks to us at any time, if we ask you. When 
you present your Card, we, a merchant, or any other party acting on our behalf can 
retain your Card, without prior notice to you.

CHANGES TO YOUR AGREEMENT
We may change the terms of this Agreement, including but not limited to Annual 
Percentage Rate (APR) and fees, from time to time. We may also add new terms, delete 
terms, or change any benefit, service, or feature on your Account. We may do this 
in response to the business, legal or competitive environment. Our ability to make 
changes to this Agreement is limited by applicable law. If required by applicable law, we 
will provide notice of the change to you before the effective date of the change. We will 
tell you in the notice if you have the right to reject the change.

PROMISE TO PAY
We have agreed to lend you money as described in this Agreement, and you agree 
to pay us back together with interest charges and fees. This promise includes paying 
for charges you make (even if you do not present your Card or sign the transaction), 
charges that other people make if you let them use your Account, and charges that 
additional authorized users make or permit others to make.

REWARDS
Your Account might provide you with the opportunity to earn rewards. If it does, we will 
separately provide you with a Reward Guide containing information and terms about 
your rewards.

WORDS USED IN THIS AGREEMENT
“Account” means the relationship established between you and us in this Agreement.

“Card” means any one or more credit cards that we issue to you or someone else with 
your authorization under this Agreement.

“We,” “our” and “us” mean Citizens Bank, N.A., the issuer of your credit Card and the 

“You” and “your” mean anyone who

• applied for the Account (the “primary cardmember”),
• uses or maintains the Account, or
•  otherwise agrees to pay for the Account or be obligated under 

this Agreement.

Using your account
AUTHORIZED USERS
If you ask us to issue a Card on this Account to another person or if you allow any person 
to use your Account, he or she is an authorized user. You are responsible for any use of 
your Account by an authorized user. Your Account does not permit you to limit the nature 
or amount of authority you give to any authorized user and you will not attempt to do so. An 
authorized user’s authority will continue until you (i) notify us that you are terminating the 
authority and (ii) you physically retrieve any Card, checks and any other means of access to 
your Card. Otherwise, you will remain liable for any transactions that we cannot prevent.

Each authorized user’s privilege ends automatically upon the death of all of the primary 
cardmembers. If any person uses the Card after the privilege ends, such use indicates his 
or her agreement to pay us, and we may, at our discretion, pursue the person for payment 
of any balance or charge resulting from his or her use of the Card. You agree to notify each 
authorized user that he or she is subject to the terms of this Agreement.

YOUR CREDIT LIMIT
We assign a total credit limit to your Account that we agree to extend to you at any one time. 
The total credit limit will include a separate limit for cash advances. This information will be 
shown on your Account statement.

Your available credit will be the amount of your total credit limit, 
minus the sum of:

(i) the new balance, (ii) any purchases, balance transfers or cash advances which have been 
authorized but not yet posted to your Account, and (iii) the amount of any payments that 
have not yet cleared. We may change the amount of your total credit limit and the cash 
advance limit without prior notice to you.

You agree not to exceed any part of your total credit limit. Even if we permit transactions that 
exceed any part of your total credit limit, you are responsible for those transactions. If we 
refuse any such transaction, we may advise the person attempting the transaction that it has 
been refused and we are not responsible or liable for taking such action.

PURCHASES
You can use your Card to buy or lease goods or services. Each of these transactions is a 
purchase. In addition, any credit life insurance charges, payment protection plan charges, 
Account fees set forth below, and other fees that are charged to your Account (except cash 
advance transaction fees) are treated as purchases and will be subject to the interest rate for 
purchases.

BALANCE TRANSFERS
We may, at our sole option, allow you to pay an amount you owe on an account you have 
with other creditors. This is called a balance transfer. We may pay the balance transfer 
amounts you have authorized up to your total credit limit, unless otherwise limited by the 
terms of the balance transfer. Balance transfers may not be used to make payments on 
accounts issued or held by us or our affiliates. 

When you make a balance transfer, we will charge interest beginning on the transaction date, 
as described in more detail in the section Annual Percentage Rate and Interest. We will also 
charge you a transaction fee as described in your Rates and Fees Table. The transaction fee 
will accrue interest at the APR for purchases. Balance transfers 

and balance transfer transaction fees may also be subject to promotional, special or 
additional terms. Such terms will be included as part of your Agreement.

CASH ADVANCES
A Cash Advance means the use of your Account for a loan in the following ways: 

1) Obtaining cash from a financial institution or an ATM:

You can use your Card to obtain cash advances from any financial institution that accepts 
your Card and processes the transaction. The minimum amount of any cash advance you 
can obtain from a financial institution in one day is $20 and the maximum amount is $3,000 
or the available amount of your cash advance limit, whichever is less. 

You can also use your Card and personal identification number (PIN) to get a cash advance 
from any automated teller machine (ATM) that accepts your Card. The total amount of cash 
advances you can obtain from ATMs in one day is $500 or the available amount of your 
cash advance limit, whichever is less. We or the operators of ATMs may place additional 
limitations and requirements on cash advances you may obtain from ATMs.

Authorization for cash advances over a certain dollar amount or number may be refused 
under certain circumstances even though you have available cash. These restrictions may be 
for security or other reasons, such as the ATM or other electronic authorization system not 
working properly.

2) Convenience Checks:

A convenience check is any check we provide to you for accessing your account to obtain 
credit. A convenience check transaction is a cash advance. Convenience checks may not be 
used to make payment on any account issued or held by us or our affiliates. Convenience 
checks may be subject to promotional, special or additional terms, which are included as 
part of your Agreement. 

We may pay the amount you have authorized up to your available credit limit, unless 
otherwise changed by the terms of the offer. We reserve the right to put conditions on the 
use of these checks and to reject, decline and return unpaid any check at our discretion. If 
we decline a check, you may have to pay returned check fees or other penalties to whomever 
you wrote the check. If you ask us to stop payment on a check, you will be charged a stop 
payment fee. If you transfer a balance using a convenience check, that transaction will be 
treated like any other convenience check transaction, unless we tell you otherwise. We 
do not certify or return these checks. Convenience checks may include an expiration date 
printed on the check. We will honor checks received for payment before the expiration date 
printed on the check, provided your account is open and in good standing, with available 
credit.

3) Purchasing a Cash Equivalent:

You may use your Card to enter into a cash equivalent transaction. This includes purchasing 
travelers checks, savings bonds, foreign currency, money orders, wire transfers, lottery 
tickets, gift cards, gambling chips or wagers, or similar products or services as determined 
by us.

When you obtain a cash advance we will charge interest beginning on the transaction date, 
as described in more detail in the section Annual Percentage Rate and Interest. We will also 
charge you a transaction fee as described in your Rates and Fees Table. The transaction fee 
will accrue interest at the APR for cash advances.

FOREIGN TRANSACTION/CURRENCY CONVERSION
If a foreign transaction fee applies to your Account, we will charge you a fee for transactions 
that are conducted in a currency other than U.S. Dollars. This includes, for example, online 
or phone purchases where the transaction is conducted in a currency other than U.S. 

Dollars. This fee is calculated on the U.S. Dollar amount of the transaction. The transaction 
fee is an interest charge that will accrue interest at the APR for purchases.

Our network providers (e.g., Mastercard) convert transactions in foreign currencies into 
U.S. dollars. The type of card you have determines who does the conversion. Each network 
provider follows its own procedures, which it may change from time to time without notice 
to you at its discretion.

The exchange rate will be determined using either the range of rates available in the 
wholesale currency markets for the processing date or a government- mandated rate in 
effect on that date. The exchange rate used by our network providers may differ from the 
rate on the date of your transaction. You agree to accept and pay the U.S. Dollar amount 
converted from a foreign currency as provided in this section. We will deduct the applicable 
fees from this amount. This means that the amount of the credit may be different from the 
amount that was originally charged to your Account for the transaction.

ALLOWED USE
You agree to use your Account only for lawful purposes. You agree not to make or allow to 
be made any transactions which are illegal under any state or federal law. We may decline to 
approve any transaction which we reasonably believe is illegal under any state or federal law.

Your billing statement and making payments
BILLING STATEMENTS
We will send you a billing statement each month that you have a credit or debit balance of 
more than $1, when an interest charge has been imposed, or when there has been activity 
in your Account, unless we deem your Account uncollectible or delinquency collection 
proceedings have been instituted against you. In our discretion, we may choose to send you 
a statement even if you do not have a credit or debit of $1 or more.

Your statement will show the total amount that you owe us as of the end of the last billing 
cycle. It will also show the minimum payment you must make to us by the stated due date.

NOTIFYING US IF YOU FIND A MISTAKE
Unless you notify us in writing within 60 days of receipt, your billing statement will be 
deemed to be correct.

HOW TO MAKE A PAYMENT
Payments may be mailed to the address shown on your billing statement. Payments 
made by mail must be accompanied by the return portion of your statement. Payments 
must be made in U.S. Dollars drawn on a federally-insured depository institution located 
in the U.S. You authorize us to collect any payment check either electronically or by 
draft.

In addition to accepting payments by mail, we may permit you to make payments by 
electronic means, including by telephone or Internet, subject to any terms we may 
impose on these alternative methods of payment, including charging an expedited 
service fee of which we will inform you at that time. Also, we may permit you to make 
payments in person at one of our branches.

HOW WE CREDIT PAYMENTS
Payments received at the address shown on your billing statement before 5:00 P.M. Eastern 
Time will be credited by us for that day. Payments received after this time will be credited 
for the next business day. If your payment due date is on a day on which we do not receive 
mailed payments, a mailed payment received on the next business day will not be treated 
as late.

If you do not use one of the ways to make payments stated in this Agreement, the return 
portion of your statement is damaged and we are unable to identify your Account, or you 
do not comply with the payment requirements stated on your statement, crediting of your 
payments may be delayed up to 5 days or your payment may be rejected.

If a payment is received in person at one of our branches before the actual time of closing 
of the branch at which the payment is made, it will be credited by us for that day.

MINIMUM PAYMENT
You must pay at least the minimum payment due by the payment due date. You may pay 
the entire amount you owe us at any time. The minimum payment due and payment due 
date are shown on each billing statement. You also agree to pay amounts in excess of your 
credit limit when billed to your monthly statements or sooner if we ask. If you do not pay 
the minimum payment by the due date, we may charge you a late payment fee.

HOW WE CALCULATE THE MINIMUM PAYMENT
If your new balance is $30 or less, your minimum payment will be the new balance. 
Otherwise, it will be the greater of (i) $30; or (ii) equal to the total billed Interest charges 
(excluding transaction fees for balance transfers, cash advances, foreign transactions, and 
cash equivalents), and any billed late payment fees and 1% of the new balance.

Any amount past due and any amount over your total credit limit or cash advance limit 
may be added to the minimum payment. Your minimum payment, exclusive of interest 
charges, will be rounded to the nearest whole dollar. We may change your minimum 
amount due including increasing your minimum amount due subject to applicable law.

If you exercise your right to cancel contained in a change-in-terms notification, we 
may increase your minimum amount due. We may require (i) a method in which the 
minimum periodic payment includes a percentage of the outstanding balance that is 
twice the percentage required before the increase or (ii) a method which incorporates an 
amortization period of not less than 5 years. We may also choose a method that is no less 
beneficial to you than the other two methods previously described.

HOW PAYMENTS ARE APPLIED
Payments less than or equal to the minimum amount due will be applied in any order 
that we shall from time to time choose. Generally, payments less than or equal to the 
minimum amount due are applied to introductory, promotional or low rate balances 
before we apply payments to balances that are subject to standard or higher rates, 
regardless of when the transaction is made. Any amount of your payments that is 
greater than the minimum amount due will be applied first to balances with the highest 
APR, and then to each successive balance with the next highest APR, until the payment 
is exhausted.

RESTRICTIVE ENDORSEMENTS
Any conditional check, money order or any other instrument tendered with a restrictive 
endorsement or as a full satisfaction of a disputed debt must be sent to our address for 
billing error notices shown on each statement and must conspicuously state on the face of 
that payment or in an accompanying letter that it is tendered for this purpose. If you make 
payment in any other way and we accept it, we will not have waived our right to collect any 
amount from you owed under this Agreement.

Annual percentage rate and interest

ABOUT YOUR ANNUAL PERCENTAGE RATES
The APR or “annual percentage rate” is an annualized interest rate. Different APRs apply 
to different balances (called transaction types) on your Account, such as the balances on 
purchases, balance transfers and cash advances.

Your APRs may be either fixed or variable. Your Rates and Fees Table and your statement 
disclose whether you have fixed or variable rates. If an APR is variable, it may vary monthly 
as the Index rate changes and will be reset on the first day of each billing cycle. The Index 
rate is described in your Rates and Fees table. If the Index increases, the variable APRs will 
increase. Any increase in your APRs will apply to all unpaid purchases, balance transfers 
and cash advances (regardless of the transaction date), will increase the interest charge 
and may increase the minimum payment.

HOW WE CALCULATE INTEREST
In General. We calculate the interest charge separately for each transaction type 
(purchases, balance transfers, and cash advances) as well as for any applicable 
promotional rate. This means that your Account may have separate balances for each 
transaction type. The total interest charged for a billing cycle is the sum of the interest 
charged for each balance.

We use the average daily balance (including new purchases) method, which means 
we calculate a daily balance for each type of transaction and use the daily balances to 
determine your interest charges. According to this method, we calculate the interest charge 
for each balance by

• applying the “daily periodic rate” to the “average daily balance” and
• multiplying the result by the number of days in the billing cycle.

WE CALCULATE ITS COMPONENTS IN THE FOLLOWING WAY:
The “daily periodic rate” is a daily interest rate. The daily periodic rate for each transaction 
type is equal to the APR for that transaction type divided by 365.

To get the “average daily balance” for each transaction type we add up the daily balances 
and then divide the result by the total number of days in the billing cycle. If any day’s daily 
balance is a credit balance, we will treat it as a balance equal to $0.00.

We calculate the “daily balance” by

• taking the “beginning balance” of the day,
• adding any new charges and applicable fees,
•  except for the first day of the billing cycle, adding the amount of any interest equal to the 

prior day’s daily balance multiplied by the daily periodic interest rate, and

• subtracting any payments or credits.

The “beginning balance” for the first day of the billing cycle is generally the ending balance 
for the prior billing cycle, including unpaid interest. For the rest of the billing cycle, the 
beginning balance is the prior day’s daily balance.

The addition of the prior day’s interest to the daily balance calculation causes interest 
to compound daily. We may, at our discretion, round these amounts, subject to any 
restrictions under applicable law.

MINIMUM INTEREST CHARGE
If any interest charge is due, we will charge you at least the minimum interest charge 
shown on your Rates and Fees Table.

HOW TO AVOID INTEREST CHARGES
You can avoid interest charges on purchases if you pay your entire balance by the payment 
due date every month. You will not pay interest for an entire billing cycle (“interest-free 
period” or “grace period”) on new purchases and fees if you paid the entire balance by 
the payment due date on your previous billing statement. The interest-free period or grace 
period is the time when you are not charged interest on new purchases and fees. We will 
not charge you interest on any portion of a purchase balance you repay while that balance 
is subject to an interest-free period. The payment due date will be at least 21 days from the 
statement date. To maintain the interest-free period, you must continue to pay your entire 
balance every month.

You will lose your interest-free period if, at any time, you pay less than the entire balance 
shown on your billing statement. If you lose your interest-free period, the unpaid balance for 
purchases will be charged interest beginning on the transaction date and will continue to be 
charged until payment in full is credited to your Account. The transaction date for purchases 
is the day you make the purchase as shown on your statement.

Once the interest-free period is lost, you may owe interest charges even if you pay the entire 
balance stated on your most recent billing statement by the due date. This occurs because, 
interest continues to accrue every day on the balance shown on your most recent statement 
until your payment in full is credited to your Account. The interest charged from the date of 
the billing statement until the payment is credited to your Account will be included in your 
next billing statement.

There is no interest-free period for cash advance or balance transfer transactions. You will 
pay interest on cash advance and balance transfer transactions starting on the transaction 
date until you pay the entire amount in full. The transaction date for balance transfers is the 
day you make the balance transfer as shown on a statement. The transaction date for cash 
advances and related cash advance fees is the day you receive the cash advance.

MILITARY LENDING ACT INFORMATION
Federal law provides important protections to members of the Armed Forces and their 
dependents relating to extensions of consumer credit. In general, the cost of consumer 
credit to a member of the Armed Forces and his or her dependent may not exceed an annual 
percentage rate of 36 percent. This rate must include, as applicable to the credit transaction 
or account: The costs associated with credit insurance premiums; fees for ancillary products 
sold in connection with the credit transaction; any application fee charged (other than certain 
application fees for specified credit transactions or accounts); and any participation fee 
charged (other than certain participation fees for a credit card account). To hear the Military 
Lending Act Information, call 866-999-6336.

Default
YOU ARE IN DEFAULT IF ANY ONE OF THE FOLLOWING EVENTS HAPPEN
• you fail to make any payment when it is due;
• you have exceeded one or more of your credit limits;
• you provide us false, misleading, or fraudulent information;
• we become aware that you are using your Card for illegal or fraudulent purposes;
•  you fail to comply with any term of this Agreement or other agreements with us or any of 

our affiliated banks;

•  you are not paying your debts as they become due or you are bankrupt or insolvency 

proceedings are filed against you;

• a payment you made is rejected or cannot be processed;
• you die or are legally declared incompetent or incapacitated; or
•  we otherwise reasonably believe that you may be unwilling or unable to pay your debts on 

time.

OUR RIGHTS IF YOU ARE IN DEFAULT
We may reduce your total credit limit and/or your cash credit limit, increase your minimum 
payment, close your Account or suspend or terminate credit privileges if you are in default. 
We may, to the extent permitted by law, demand immediate payment of the total balance.

PENALTY APR RATE FOR NEW TRANSACTIONS
We may apply the penalty APR rate to new transactions if you:

• Do not pay at least the minimum payment due by the payment due date;
• Make a payment that is returned;
• Go over your credit limit; or

• Do any of the above on another account that you have with us.

Please refer to your Rates and Fees Table to determine if a penalty APR rate applies to your 
Account. If the penalty APR rate is triggered, we will provide notice to you as required by 
applicable law. This rate may apply indefinitely.

PENALTY APR RATE FOR EXISTING BALANCES
If we do not receive your minimum payment due within 60 days of the due date we may 
apply the penalty APR rate to all your existing balances and all future balances.

Please refer to your Rates and Fees Table to determine if a penalty APR rate applies to your 
Account. If the penalty APR rate is triggered, we will provide notice to you as required by 
applicable law. If for 6 consecutive billing cycles following the cycle in which the penalty APR 
rate is imposed, you make all required minimum payments by their payment due dates, we 
will reinstate your APR on purchases, balance transfers and cash advances.

COLLECTION COSTS
If you are in default, we may refer your Account for collection or take any other actions 
permitted by this Agreement or applicable law. If we do, you agree to pay the reasonable fees 
and expenses of our collection agency or other person collecting your Account, as permitted 
by law, including reasonable attorneys’ fees and alternative dispute resolution costs.

NEW HAMPSHIRE RESIDENTS: If you prevail in any action, suit or proceeding we bring or 
in an action you bring in connection with this Agreement, reasonable attorneys’ fees shall 
be awarded to you. If you successfully assert a pertinent defense, set off, recoupment or 
counterclaim to an action brought by us, the court may withhold from us the entire amount 
or such portion of the attorneys’ fees as the court deems appropriate.

WEST VIRGINIA RESIDENTS: Reference to the payment of attorneys’ fees and court costs in 
the terms of this Agreement is void.

Account fees
The following fees may be assessed on your Account (these are considered Account fees). 
If any fee in your Rates and Fees Table is marked none, the section of this Agreement that 
relates to that fee does not apply. Unless we tell you otherwise, all Account fees are treated 
as purchases (except that transaction fees for a cash advance are treated as a cash advance).

CARD REPLACEMENT FEE
If we replace a stolen, lost or damaged Card, we may charge your Account a Card 
replacement fee of $10. We may charge additional fees for expedited or overseas delivery of 
your replacement Card.

COPY FEE
We may charge your Account a copy fee of $5 for each page of photocopy of any sales slip 
or other record of your Account plus $30 per hour for the time it takes our employees or 
agents to make the copies, to the extent permitted by law.

STOP PAYMENT FEE
We may charge your Account a stop payment fee of $29 when you request that we stop 
payment of a check you have requested (including balance transfer checks and other 
checks that access your Account). You may make a stop payment request by calling us 
or by writing to us. We will accept a stop payment request provided that we receive the 
stop payment notice in a reasonable time before we have accepted, paid in cash, made 
final payment on or otherwise become obligated to pay such check, except to the extent 
otherwise required by applicable law. Stop payment requests will remain in effect for six 
months unless renewed in writing or by calling us before the expiration of the 6-month 
period.

LATE PAYMENT FEE
We may charge your account a late payment fee if we do not receive your minimum 
payment by the payment due date. Your late payment fee is $28 for the first occurrence 
and up to $39 for additional occurrences during the next six billing cycles. In no event 
will your late payment fee exceed the minimum payment. 

ANNUAL MEMBERSHIP FEE
Please refer to your Rates and Fees Table to determine if an annual membership fee 
applies to your Account and, if applicable, the amount of the fee.

BALANCE TRANSFER TRANSACTION FEE, CASH ADVANCE TRANSACTION FEE, 
FOREIGN TRANSACTION FEE
Please refer to your Rates and Fees Table (or if relevant, a special offer) to determine the 
amount of this fee.

Closing an account
HOW TO CLOSE YOUR ACCOUNT
You may close your Account by calling us or writing to us. If there are multiple primary 
cardmembers on your Account, any one of you may close your Account at any time. 
We may immediately close your Account after we receive such a request, without giving 
notice to other cardmembers on your Account. You agree that you will not hold us 
responsible for any costs, damages or inconvenience you suffer as a result of the closing 
of your Account by any cardmember on your Account.

WHEN WE MAY CLOSE YOUR ACCOUNT
Even if you are not in default, we may, at any time: (i) reduce your total credit limit and/
or cash advance limit; (ii) close your Account; (iii) cancel or suspend your privileges to 
make further purchases and balance transfers or obtain cash advances; or (iv) cancel or 
suspend any Account privileges or benefits. We can also reissue a different card to you 
at any time.

WHAT YOU MUST DO WHEN YOUR ACCOUNT IS CLOSED
When your Account is closed, you must contact anyone authorized to charge 
transactions to your Account, such as internet service providers, health clubs or 
insurance agencies. Those transactions may continue to be charged to your Account 
until you change the billing. Also, if we believe that you have authorized a transaction or 
are attempting to use your Account after you have requested to close the Account, we 
may allow the transaction to be charged to your Account and you will be responsible for 
payment under the terms of this Agreement.

WHAT HAPPENS WHEN YOUR ACCOUNT IS CLOSED
If you close your Account, or we close your Account, you may not make any further 
purchases and balance transfers or obtain cash advances. If you use your card after 
closing your Account and we extend credit as a convenience to you, you remain 
responsible for paying those charges. If we or you close your Account, we may, at our 
option, require you to pay the entire balance of your Account at once or permit you to 
pay the balance in monthly payments as provided in this Agreement or otherwise, as we 
determine. Other Account fees, such as a late payment fee, will apply as applicable. If an 
annual membership fee applies and you close your Account after the annual membership 
fee is billed, we will remove the fee from your Account, provided your Account is closed 
within 30 days after we mailed your statement on which the fee was charged to your 
Account. You may pay any balance due on your Account at any time.

Other important information
HOW TO CONTACT US
Unless we tell you otherwise, you can contact us by phone: TOLL FREE 1-800-426-1114 or 
in writing: Credit Card Services – Customer Service, P.O. Box 7092, Bridgeport, CT 06601. 
When writing, please include your name, address, home phone number, and Account 
number.

A telephone call will not preserve your rights under federal law.

CHANGING YOUR BILLING ADDRESS
We will send statements and notices to your last known address. You promise to notify 
us promptly of any change in your address by following the notification method provided 
in the How to Contact Us section. If you have more than one Account, you need to notify 
us separately for each Account.

MULTIPLE CARDMEMBERS
If there are two or more cardmembers obligated under this Agreement, we can send 
statements and notices to any one. Any notice we mail to an address provided by any of 
you for the Account will serve as notice to all of you. Each cardmember obligated under 
this Agreement is jointly and severally liable for all amounts charged to the Account 
regardless of which cardmember incurred the charges to the Account.

WE MAY CONTACT YOU
You authorize us (and our affiliates, agents and contractors) to contact you at any 
number you provide to us, from which you call us, or at which we believe we can reach 
you, and that we may contact you for any reason, including regarding any request you 
make for a loan or other product, to service or collect on every account you currently 
have with us or may have with us in the future and regarding any other products or 
services we are providing to you or which we provide to you in the future. You authorize 
us to contact you in any manner, including by means of automated dialing devices, 
prerecorded messages, wireless push notifications, or text messages, even if you are 
charged for receiving the communication and even if you will receive the communication 
on a mobile or wireless device. You agree that such calls are not unsolicited and that 
we may monitor and/or record them. You also agree to receive emails from us to any 
address where we reasonably believe that we may contact you.

CREDIT INFORMATION
You agree that we will obtain credit reports about you, investigate your ability to pay, 
and obtain information about you from other sources including information to verify and 
re-verify your employment and income. We will use such information for any purposes, 
subject to applicable law.

We may report information about your Account to credit bureaus. Negative credit 
information, including late payments, missed payments, or other defaults on your 
Account may be reflected in your credit report. We may report Account information 
in your name and the names of authorized users. If you believe we have furnished 
inaccurate or incomplete information about you or your Account to a credit reporting 
agency, write to us at: Disputes, P.O. Box 7092, Bridgeport, CT 06601. Please include 
your name, address, home phone number and Account number, and explain what you 
believe is inaccurate or incomplete with supporting information.

INFORMATION SHARING
You authorize us to share information about you and your Account with affiliates and 
third parties, unless the law or our Privacy Notice prohibits us from doing so. Please see 
our Privacy Notice for your choices about information sharing. This includes information 
we get from you and others. It also includes information about your transactions with us.

UNAUTHORIZED USE
If you notice the loss or theft of your Card or possible unauthorized use of your Card, you 
should immediately call us TOLL FREE at 1-800-443-0164. You will not be liable for any 
unauthorized use that occurs after you notify us. You may, however, be liable for unauthorized 
use that occurs before your notice to us. In any case, if there is unauthorized use of your Card, 
your liability will not exceed $50.

IF YOUR ACCOUNT HAS A CREDIT BALANCE
You may request a refund of credit balances at any time by writing. If you don’t request 
a refund, we will apply credit balances to new transactions unless a refund is required by 
law. If you have a credit balance that is less than $1,000 or such other amount as we may 
determine, you may be able to request a refund over the telephone.

EVENTS BEYOND OUR CONTROL
Except as otherwise required by applicable law, we are not responsible and will incur no 
liability to you for any failure, error, malfunction or any delay in carrying out any of our 
obligations under this Agreement if any such failure, error, malfunction or delay results from 
causes beyond our reasonable control.

NO LIABILITY FOR REFUSAL TO HONOR
We are not liable for any refusal to honor your Account. This can include a refusal to honor 
your Card or Account or any check written on any transaction on your behalf. We are not 
liable for any retention of your Card by us, any other financial institution, or any provider of 
goods or services.

NO RESPONSIBILITY FOR UNAUTHORIZED ACCESS OR INQUIRIES
We are not responsible for unauthorized inquiries about your account or access to your 
Account information. You agree that so long as we are in compliance with applicable law and 
regulation that we will not be responsible or liable for the release of information to anyone 
who has gained access to your Account or Account information.

GOVERNING LAW
This Agreement and use of your Account are governed by federal law. To the extent that 
federal law does not govern, Connecticut law will apply, no matter where you live or use 
your Account. We accept this Agreement in Connecticut. Decisions about granting credit to 
you are made in Connecticut and all credit extended under this Agreement is extended by us 
from Connecticut.

SEPARATION OF INVALID PROVISIONS
If any part of this Agreement becomes invalid under applicable law, the remainder of 
this Agreement will remain valid and in effect. If your Account is subject to a law setting 
maximum loan rates, fees or charges which is finally interpreted so that the charges on your 
Account would exceed permissible limits, then any such charge will be reduced (including 
retroactively) to permitted limits and any amount collected from you exceeding those limits 
will be refunded to you.

OUR RIGHT TO DELAY ENFORCEMENT
We can delay enforcing any of our rights under this Agreement without losing any of them.

ASSIGNMENT
We may, at any time and without notice to you, sell, assign or transfer your Account, any 
amount due in your Account, this Agreement or our rights and obligations under your 
Account or this Agreement to any person or entity. The person or entity to whom we make 
any such sale assignment or transfer is entitled to all of our rights and is subject to all of 
your obligations under this Agreement, to the extent sold, assigned or transferred.

ARBITRATION AGREEMENT
If you are a Covered Borrower, as defined by the Military Lending Act, the arbitration 
provisions set forth in this section do not apply to you.

This section constitutes the Arbitration Agreement between you and us.

READ THIS SECTION CAREFULLY AS IT WILL HAVE A SUBSTANTIAL IMPACT ON HOW 
LEGAL DISPUTES BETWEEN YOU AND US ARE RESOLVED. If you do not opt out, for a 
dispute subject to arbitration, there is a waiver of rights as discussed below. Arbitration 
procedures are simpler and more limited than rules applicable in court. The decision of 
the arbitrator is generally final and binding. 

You have the right to cancel or opt out of this Arbitration Agreement as set forth below.

SPECIAL DEFINITION OF “WE,” “US” AND “OUR”
Solely for purposes of this Arbitration Agreement, the terms “we,” “us” and “our,” in addition 
to the meanings set forth in this Credit Card Agreement (the “Card Agreement”), also refer 
to our employees, officers, directors, parents, controlling persons, subsidiaries, affiliates, 
successors and assigns.

BINDING ARBITRATION
If you have a dispute with us, and we are not able to resolve the dispute informally, you 
and we agree that upon demand by either you or us, the dispute will be resolved through 
the arbitration process as set forth in this part. A “claim” or “dispute,” as used in this 
Arbitration Agreement, is any unresolved disagreement between you and us, arising from or 
relating in any way to the Card Agreement (including any renewals, extensions, addendums 
or modifications), the credit relationship between us, or relating to any reward program, 
feature, or benefit. It includes any disagreement relating in any way to services, accounts or 
any other matters; to your use of any of our banking facilities; or to any means you may use 
to access your account(s). Any claims or disputes arising from or relating to the advertising 
of our services, the application for, or the approval or establishment of your Account are 
also included. Claims are subject to arbitration, regardless of what theory they are based 
on, whether they seek legal or equitable remedies, or irrespective whether they are common 
law or statutory (federal or state) claims. Arbitration applies to any and all such claims or 
disputes, whether they arose in the past, may currently exist, or may arise in the future. 

However, “claim” or “dispute” as used in this Arbitration Agreement does not include 
any dispute or controversy about the validity, enforceability, coverage or scope of this 
Arbitration Agreement or any part thereof (including, without limitation, the “Class Action 
and Class Arbitration Waiver” set forth below, subparts (1) and (2) of the “Severability and 
Survival” part set forth below and/or this sentence); all such disputes or controversies are 
for a court and not an arbitrator to decide; but disputes about the validity or enforceability 
of this Account Agreement as a whole are for the arbitrator and not a court to decide. ANY 
DISPUTE CONCERNING THE VALIDITY, ENFORCEABILITY, COVERAGE OR SCOPE OF 
THIS ARBITRATION AGREEMENT SHALL BE RESOLVED IN A RHODE ISLAND STATE OR 
FEDERAL COURT OF LAW, AND THE PARTIES HEREBY SUBMIT TO THE JURISDICTION OF 
SUCH A COURT FOR SUCH PURPOSE.

TRIAL WAIVER
YOU AGREE THAT YOU AND WE ARE WAIVING THE RIGHT TO A JURY TRIAL AND 
TRIAL BEFORE A JUDGE IN A PUBLIC COURT upon demand by either party for arbitration. 
However, you and we retain the right to pursue in small claims court (or an equivalent state 
court) any dispute that is within that court’s jurisdiction and advance only an individual claim 
for relief. If either you or we fail to submit to binding arbitration of an arbitrable dispute 
following lawful demand, the party so failing shall bear all costs and expenses incurred by 
the other party in compelling arbitration.

CLASS ACTION AND CLASS ARBITRATION WAIVER
NEITHER YOU NOR WE SHALL BE ENTITLED TO JOIN OR CONSOLIDATE DISPUTES BY 
OR AGAINST OTHERS IN ANY COURT ACTION OR ARBITRATION, OR TO INCLUDE IN ANY 
COURT ACTION OR ARBITRATION ANY DISPUTE AS A REPRESENTATIVE OR MEMBER OF 
A CLASS, OR TO ACT IN ANY ARBITRATION IN THE INTEREST OF THE GENERAL 

PUBLIC OR IN A PRIVATE ATTORNEY GENERAL CAPACITY, UNLESS THOSE PERSONS 
ARE JOINT ACCOUNT BORROWERS OR BENEFICIARIES ON YOUR ACCOUNT. This is so 
whether or not the claim has been assigned.

ARBITRATION PROCEDURES
You or we may submit a dispute to binding arbitration at any time, regardless of whether a 
lawsuit or other proceeding has been previously commenced.

Each arbitration, including the selection of the arbitrator(s) shall be administered by the 
American Arbitration Association (AAA), or JAMS according to such forum’s rules and 
procedures. You may obtain a copy of the arbitration rules for these forums, as well as 
additional information about initiating arbitration by contacting these arbitration forums:

American Arbitration Association
1-800-778-7879 (toll-free)  |  website: www.adr.org

JAMS
1-800-352-5267 (toll-free)  |  website: www.jamsadr.com

In the event that JAMS or the AAA is unable to handle the dispute for any reason, then 
the matter shall be arbitrated instead by a neutral arbitrator selected by agreement of the 
parties pursuant to the AAA rules of procedure; or, if the parties cannot agree, selected by 
a court in accordance with the Federal Arbitration Act (Title 9 of the United States Code) 
(“FAA”). To the extent that there is any variance between the selected forum’s rules and this 
Arbitration Agreement, this Arbitration Agreement shall control.

If you initiate the arbitration, you must notify us in writing at Credit Card Services – 
Arbitration, P.O. Box 7092, Bridgeport, CT 06601. If we initiate the arbitration, we will notify 
you in writing at your last known address in our file.

The arbitration shall take place in the federal judicial district in which you reside, unless the 
parties agree to a different location in writing. Arbitrators must be members of the state bar 
where the arbitration is held, with expertise in the substantive laws applicable to the subject 
matter of the dispute. No arbitrator or other party to an arbitration proceeding may disclose 
the existence, content or results thereof, except for disclosures of information by a party 
required in the ordinary course of its business or by applicable law or regulation.

The arbitrator will follow applicable substantive law to the extent consistent with the FAA. 
The arbitrator will give effect to the applicable statutes of limitation and will dismiss barred 
claims. In addition, you or we may submit a written request to the arbitrator to expand 
the scope of discovery normally allowable. At the timely request of either you or us, the 
arbitrator must provide a brief written explanation of the basis for the award. A judgment 
on the award may be entered by any court having jurisdiction.

You and we agree that in our relationship arising from this Card Agreement:

(1)  the parties are participating in transactions involving interstate commerce; and
(2)  this Arbitration Agreement and any resulting arbitration are governed by the provisions 
of the FAA, and, to the extent any provision of that act is inapplicable or unenforceable, 
the laws of the state that govern the relationship between you and us.

No arbitrator shall have authority to entertain any dispute on behalf of a person who is not 
a named party, nor shall any arbitrator have authority to make any award for the benefit of, 
or against, any person who is not a named party.

ARBITRATION COSTS
The party initiating the arbitration (or appeal of the first arbitration award) shall pay the 
initial filing fee. If you file the arbitration and an award is rendered in your favor, we will 
reimburse you for your filing fee. If there is a hearing, we will pay the fees and costs for 

the first day of that hearing. All other fees and costs will be allocated in accordance with 
the rules of the arbitration forum. However, we will advance or reimburse filing and other 
fees if the arbitrator rules that you cannot afford to pay them or finds other good cause 
for requiring us to do so; or if you ask us in writing and we determine in good faith there 
is justifiable reason for doing so. Each party shall bear the expense of their respective 
attorneys, experts, and witnesses and other expenses, regardless of who prevails, but the 
arbitrator will have the authority to award attorneys and expert witness fees and costs to 
the extent permitted by either the Card Agreement, the forum’s rules or applicable law.

ARBITRATION AWARD AND APPEAL
The arbitrator’s award shall be final and binding on all parties, except for any right of appeal 
provided by the FAA. However, any party can, within 30 days after the entry of the award 
by the arbitrator, appeal the award to a three-arbitrator panel administered by the forum. 
The panel shall reconsider anew all factual and legal issues, following the same rules of 
procedure and decide by majority vote. Reference in this Arbitration Agreement to “the 
arbitrator” shall mean the panel if an appeal of the arbitrator’s decision has been taken. 
The costs of such an appeal will be borne in accordance with the above paragraph entitled 
“Arbitration Costs.” Any final decision of the appeal panel is subject to judicial review only 
as provided under the FAA.

SEVERABILITY AND SURVIVAL
If any part of this Arbitration Agreement is deemed or found to be unenforceable for any 
reason, the remainder shall be enforceable, except that: 

1.  The parties acknowledge that the Class Action and Class Arbitration Waiver is material 
and essential to the arbitration of any disputes between them and is non-severable 
from this Arbitration Agreement. If the Class Action and Class Arbitration Waiver is 
limited, voided or found unenforceable, then this Arbitration Agreement (except for this 
sentence) shall be null and void with respect to such proceeding, subject to the right 
to appeal the limitation or invalidation of the Class Action and Class Arbitration Waiver. 
The parties acknowledge and agree that under no circumstances will a class action be 
arbitrated; and

2.  if a claim is brought under California law seeking public injunctive relief and a court 
determines that the restrictions in the Class Action and Class Arbitration Waiver or 
elsewhere in this Arbitration Agreement prohibiting the arbitrator from awarding 
relief on behalf of third parties are unenforceable with respect to such claim (and that 
determination becomes final after all appeals have been exhausted), the claim for public 
injunctive relief will be determined in court and any individual claims seeking monetary 
relief will be arbitrated. In such a case the parties will request that the court stay the 
claim for public injunctive relief until the arbitration award pertaining to individual 
relief has been entered in court. In no event will a claim for public injunctive relief be 
arbitrated.

This Arbitration Agreement shall survive the closing of your Account and the termination or 
modification of any relationship between us.

NOTICE AND CURE
Prior to initiating an arbitration, you may give us a written Claim Notice describing the 
basis of your claim and the amount you would accept in resolution of the Claim, and 
a reasonable opportunity, not less than thirty (30) days, to resolve the claim. Such a 
Claim Notice must be sent to us by certified mail, return receipt requested, at Credit Card 
Services – Arbitration, P.O. Box 7092, Bridgeport, CT 06601. This is the sole and only 
method by which you can submit a Claim Notice. You should address all claims you have 
in a single Claim Notice and/ or a single arbitration.

COLLECTION COSTS
Except where prohibited by law, if we take court action or commence an arbitration 
proceeding against you for collection after you default, or if you elect arbitration of a 

collection action we have brought against you in court, you will also be liable for court or 
arbitration costs, other charges or fees, and reasonable attorneys’ fees, should we prevail in 
such court action or arbitration.

RIGHTS PRESERVED
This Arbitration Agreement does not prohibit you or us from exercising any lawful rights 
or using other available remedies to preserve, or obtain possession of property; exercise 
self-help remedies, including setoff rights; or obtain provisional or ancillary remedies such 
as injunctive relief, attachment, garnishment or the appointment of a receiver by a court of 
competent jurisdiction.

RIGHT TO CANCEL OR OPT OUT OF THIS ARBITRATION AGREEMENT
You may opt out of this Arbitration Agreement to resolve any claim or dispute by arbitration. 
To opt out of this Arbitration Agreement, you must send us written notice of your decision 
within forty-five (45) days of the opening of your Account or of receiving the Arbitration 
Agreement for the first time. Such notice must clearly state that you wish to cancel or opt 
out of the Arbitration Agreement section of this Card Agreement. It should include your 
name, address, Account name, Account number and your signature and must be mailed to 
Credit Card Services – Arbitration, P.O. Box 7092, Bridgeport, CT 06601. This is the sole and 
only method by which you can opt out of this Arbitration Agreement. Your exercise of the 
right to opt-out will not affect any remaining terms of this Card Agreement and will not result 
in any adverse consequence to you or your Account. You agree that our business records 
will be final and conclusive evidence with respect to whether you cancelled or opted out of 
this Arbitration Agreement in a timely and proper fashion.

Your billing rights – keep this document for future use
This notice tells you about your rights and our responsibilities under the Fair Credit Billing 
Act.

WHAT TO DO IF YOU FIND A MISTAKE ON YOUR STATEMENT

If you think there is an error on your statement, write to us at Credit Card Services – 
Disputes, P.O. Box 7092, Bridgeport, CT 06601-3211.

In your letter, give us the following information:

• Account Information: Your name and account number.
• Dollar amount: The dollar amount of the suspected error.
•  Description of problem: If you think there is an error on your bill, describe what you believe 

is wrong and why you believe it is a mistake.

YOU MUST CONTACT US:
• Within 60 days after the error appeared on your statement.
•  At least 3 business days before an automated payment is scheduled. If you want to stop 

payment on the amount you think is wrong.

You must notify us of any potential errors in writing. You may call us, but if you do we are 
not required to investigate any potential errors and you may have to pay the amount in 
question.

What will happen after we receive your letter

WHEN WE RECEIVE YOUR LETTER, WE MUST DO TWO THINGS:
1.  Within 30 days of receiving your letter, we must tell you that we received your letter. We 

will also tell you if we have already corrected the error.

2.  Within 90 days of receiving your letter, we must either correct the error or explain to you 

why we believe the bill is correct.

WHILE WE INVESTIGATE WHETHER OR NOT THERE HAS BEEN AN ERROR:
•  We cannot try to collect the amount in question, or report you as delinquent on that 

amount.
•  The charge in question may remain on your statement, and we may continue to 
charge you interest on that amount.
•  While you do not have to pay the amount in question, you are responsible for the 
remainder of your balance.

•  We can apply any unpaid amount against your credit limit.

AFTER WE FINISH OUR INVESTIGATION, ONE OF TWO 
THINGS WILL HAPPEN

If we made a mistake: You will not have to pay the amount in question or any interest or 
other fees related to that amount.

If we do not believe there was a mistake: You will have to pay the amount in question, 
along with applicable interest and fees. We will send you a statement of the amount 
you owe and the date payment is due. We may then report you as delinquent if you do 
not pay the amount we think you owe.

If you receive our explanation but still believe your bill is wrong, you must write to us 
within 10 days telling us that you still refuse to pay. If you do so, we cannot report you as 
delinquent without also reporting that you are questioning your bill. We must tell you 
the name of anyone to whom we reported you as delinquent, and we must let those 
organizations know when the matter has been settled between us. If we do not follow 
all of the rules above, you do not have to pay the first $50 of the amount you question 
even if your bill is correct.

YOUR RIGHTS IF YOU ARE DISSATISFIED WITH YOUR 
CREDIT CARD PURCHASES:

If you are dissatisfied with the goods or services that you have purchased with your 
credit card and you have tried in good faith to correct the problem with the merchant, 
you may have the right to not pay the remaining amount due on the purchase.

TO USE THIS RIGHT, ALL OF THE FOLLOWING MUST BE TRUE:
1.  The purchase must have been made in your home state or within 100 miles of your 
current mailing address, and the purchase price must have been more than $50. 
(Note: Neither of these are necessary if your purchase was based on an advertisement 
we mailed to you, or if we own the company that sold you the goods or services.)
2.  You must have used your credit card for the purchase. Purchases made with cash 

advances from an ATM or with a check that accesses your credit card account do not 
qualify.

3. You must not yet have fully paid for the purchase.

If all of the criteria above are met and you are still dissatisfied with the purchase, contact 
us in writing at: Credit Card Services – Disputes, P.O. Box 7092, Bridgeport, CT 06601-
3211.

While we investigate, the same rules apply to the disputed amount as discussed above. 
After we finish our investigation, we will tell you of our decision. At that point, if we 
think you owe an amount and you do not pay, we may report you as delinquent. 

© Citizens Bank, N.A. 2019 
1122611_CD19 

Rev 10/19 
CHA - 10/19

Rates and Fees Table 

Interest Rates and Interest Charges 

Annual Percentage 
Rate (APR) for Purchases 

14.99% to 22.99%. This APR will be based on your creditworthiness and
will vary with the market based on LIBOR.* 
Introductory APRs with varying durations may be available on some accounts.

APR for Balance 
Transfers 

14.99% to 22.99%.  This APR will be based on your creditworthiness and will 
vary with the market based on LIBOR* 
Introductory APRs with varying durations may be available on some accounts.

APR for Cash Advances 

23.49%.   
This APR will vary with the market based on LIBOR.* 

Penalty APR and When 
It Applies 

NONE 

Paying Interest 

Minimum Interest Charge 

Your due date is at least 21 days after the close of each billing cycle. We will not charge 
you interest on Purchases if you pay your entire balance by the due date of each 
month. You will pay interest on Cash Advances, Balance Transfers and Convenience 
Checks from the transaction date.
If you are charged interest, charge will be no less than $1.50 

For Credit Card Tips from 
the Consumer Financial  
Protection Bureau 

To learn more about factors to consider when applying for or using a credit card, 
visit the website of the Consumer Financial Protection Bureau at  
 http://www.consumerfinance.gov/learnmore 

Annual Fee 

NONE 

Fees 

Transaction Fees 

  - Balance Transfer 

Either $10 or 4% of the amount of each transfer, whichever is greater. 

   - Cash Advance 

Cash Loans, ATM Loans, and Convenience Check Loans: Either $10 or up to 3% 
of the amount of each advance, whichever is greater. 

Cash Equivalent Transactions: Either $20 or 5% of the amount of each advance, 
whichever is greater  

- Foreign Transaction

NONE 

Penalty Fees 
 - Late Payment 
 - Returned Payment 
 - Over- the-Credit Limit 

Up to $39 
NONE 
NONE 

How we will Calculate your Balance: We will use the method called "average daily balances (including new 
purchases)." See Cardholder Agreement for more details. 

Loss of Introductory APR: We may end your Introductory APR and apply the Purchase APR if you make a late 
payment. 

*Your APR for Purchases and Balances Transfers may vary monthly and will be reset on the first day of each billing cycle
by adding the index to a margin of 13.24% - 21.24% percentage points. The APR for Cash Advances is determined 
monthly by adding the index to a margin 21.74% percentage points. The Index is determined monthly and it is the three 
month LIBOR (London Interbank Offered Rate) published in the northeastern edition of The Wall Street Journal in its 
Money Rates table on the first day of the preceding month rounded up to the nearest one-quarter of a percentage 
point. If the first day of the preceding month is not a business day, the Bank will use the three month LIBOR published 
on the next business day. 

The information about costs of the card described in this application is accurate as of March 3, 2020. This information 
may have changed after that date. To find out what may have changed, call us toll free at 1-800-426-1114 or write to us 
at Credit Card Services, P.O. Box 7092, Bridgeport, Connecticut 06601-7092. 

CITIZENS BANK CASH BACK PLUS
WORLD MASTERCARD® REWARD GUIDE -
PROGRAM TERMS AND CONDITIONS

F03-X259-7
This Reward Guide governs the Cash Back Plus World MasterCard® Rewards 
Program (the “Program”). By using the Cash Back Plus credit card (the “Card”), 
you agree to the terms and conditions governing the Program. The Program allows 
you to receive Cash Back Plus Reward Points (“Reward Points”). Your continued 
participation in the Program is also governed by the terms and conditions of your 
Cardholder Agreement. Cardholder Agreement refers to the agreement governing 
the terms of your Card account. Please review this document and keep it for your 
reference, along with your Cardholder Agreement.

“You” and “your” mean the person(s) who applied for the Card. “We,” “our,” “us,” 
and “Citizens Bank” mean Citizens Bank, N.A. and any of its affiliates.

Reward Points at a Glance
Earn Rewards: Earn 1.8% base Reward Points for every dollar you spend on 
eligible net purchases with no limits and no categories, as long as your account is 
in good standing. A Card account is in good standing if your Card is open and has 
charging privileges.

Redeem: Redeem Reward Points in increments of 25 for $25 in cash back. You can 
redeem your Reward Points online or by telephone either as a direct deposit into a 
Citizens Bank personal checking, savings, or money market account or as a credit to 
your Cash Back Plus credit card statement (“Credit Card Statement Credit”).

Expiration: No expiration as long as your Card account is in good standing and you 
make an eligible Purchase once every 12 months. If you do not make at least one 
purchase once every 12 months, Reward Points will be forfeited.

LOOK INSIDE TO LEARN MORE ABOUT:

Earning Rewards ........................................................................................................ 2 
Bonus Rewards .......................................................................................................... 3 
Redeeming Rewards .................................................................................................. 4 
Expiration, Suspension, or Forfeiture of Rewards ...................................................... 5 
Changes to or Cancellation of the Program ................................................................ 5 
Additional Information ............................................................................................... 5

1

Earning Rewards

HOW TO EARN REWARD POINTS:

•  You will earn Reward Points of 1.8% for every dollar you spend on all eligible net 
purchases charged to the Card. A net purchase is the amount of a purchase less 
any credits, returns and adjustments (“Purchase”).

•  A Purchase includes the total amount of each sale including sales tax and gratuities.

•  Purchases resulting in fractions will be rounded up to the nearest whole cent if 

greater than 0.005 and rounded down if equal to or less than 0.005.

•  You will begin earning Reward Points on the date we mail the Card and the 

Cardholder Agreement to you. If you are an existing credit card customer and you 
are converted to the Program, you will begin earning Reward Points once  
the request is processed.

•  If you previously had a credit card account with us, which was converted to the 

Program, existing purchase balances which are transferred to this account are not 
eligible for the Program. Only Purchases made with your Card are eligible for this 
reward Program.

•  Your Card account must be in good standing in order to earn Reward Points.  

An account is in good standing if your Card is open and has charging privileges.

•  From time to time, special promotions may feature bonus Reward Points, details 

will accompany the offer. Additional restrictions may apply.

WHAT IS AN ELIGIBLE PURCHASE:

•  An eligible Purchase is any lawful purchase to buy or lease goods or services 

except as limited below:

•  Balance transfers and cash advances, including convenience checks and 

travelers’ checks, money orders and other cash equivalents.

•  Account fees or charges, returned check charges, interest charges, or fees  

related to plans offered by us such as life insurance or payment protection plans.

•  Fraudulent purchases or unauthorized charges to your account.

•  Wire transfers fees.

•  Lottery tickets or gambling charges.

•  We are not responsible for any mistakes made by a merchant regarding a purchase. 

For example, if a merchant incorrectly identifies the purchase as a gambling 
purchase, we do not have to provide Reward Points for that purchase.

•  Only eligible Purchases qualify for Reward Points.

2

Redeeming Rewards

WHEN CAN YOU REDEEM YOUR REWARD POINTS:

•  Reward Points can only be redeemed if your account is in good standing. You can 
redeem Reward Points in increments of 25 for $25 in cash back. You can redeem 
as a direct deposit into your Citizens Bank personal checking, savings, or money 
market account or as a Credit Card Statement Credit.

•  You can visit our website at www.citizensbank.com/creditcard or refer to your 
monthly credit card statement to see how many Reward Points you’ve earned.

HOW YOU CAN REDEEM YOUR REWARD POINTS:

•  You may redeem your Reward Points by submitting a request online at 

www.citizensbank.com/creditcard or contacting a customer service representative 
by telephone at 1-800-684-2222.

WHAT ARE THE REDEMPTION METHODS: 
REDEMPTION THROUGH ELECTRONIC DEPOSIT INTO YOUR 
CITIZENS BANK DEPOSIT ACCOUNT:

•  Reward Points can be redeemed as a direct deposit into your Citizens Bank 

personal checking, savings or money market account. You must be an owner on 
the account and the account must be in good standing and able to accept deposits. 
Reward Points may not be deposited into passbook and club savings, certificate of 
deposits or IRA accounts.

•  If an electronic transfer is rejected, the reward redemption will automatically be 

credited back to your rewards account.

REDEMPTION THROUGH CREDIT CARD STATEMENT CREDIT:

•  Reward Points can be redeemed as a Credit Card Statement Credit to the Card that 

earned the Reward Points.

•  Reward Point redemptions may reduce your account balance but cannot be applied 
toward any minimum payments. You are still responsible for paying your minimum 
monthly payment.

•  If your Card is closed upon your request or by us before the Credit Card Statement 
Credit posts to your account, all Reward Points are forfeited (except if your Card 
has been reported as lost or stolen, subject to verification).

WHAT YOU NEED TO KNOW ABOUT REDEMPTION:

•  Reward Points are deducted on the date you request redemption. Redemptions, 

however, may not be applied to your deposit account or credit card account for up 
to 10 business days.

•  Returned purchases, reversed transactions, refunds, credits or chargebacks 

will reduce your Reward Points by the number of Reward Points you previously 
received for the Purchase. You may incur a negative Reward Points balance. We 
may offset a negative balance with future Reward Points.

3

•  Only the primary cardholder may request to redeem Reward Points. Authorized 

users on the account may not request to redeem Reward Points.

•  Reward Points must be redeemed by an individual. Corporations, partnerships or 

entities may not redeem Reward Points.

•  All Reward Points redemptions are final.

Expiration, Suspension 
or Forfeiture of Reward Points
•  There is no expiration date on your Reward Points as long as your account is 
in good standing and you make at least one eligible Purchase once every 12 
months. If you do not make at least one purchase once every 12 months,  
Reward Points will be forfeited.

•  If your Card account is reinstated to good standing before the account is closed, 

you will again be eligible to redeem Rewards Points.

•  If you voluntarily close the Card or we close the Card (for any reason permitted 

by the Cardholder Agreement), all Reward Points are immediately and irrevocably 
forfeited.

Changes to or Cancellation of the Program
•  We reserve the right to add, amend or change any of the terms, conditions or 

restrictions of the Program at any time without prior notice.

•  The Program may be discontinued at any time, but Reward Points awarded 

before the Program is discontinued will be honored for 90 days after notice of 
cancellation of the Program is given. If there are any remaining Reward Points 
which are not redeemed within the 90 days after the notice of cancellation, they 
will be forfeited.

•  We may choose to discontinue your participation in the Program if we find that 
you or someone else used your Card account in a way that violates the Reward 
Guide or the terms and conditions of your Cardholder Agreement.

•  The Program is not scheduled to end on a predetermined date.

Other Important Information
•  You have no property rights or other legal or equitable interest in Reward Points 
earned as part of the Program. Reward Points have no cash value until they are 
redeemed. Unless specifically authorized by us, Reward Points may not be sold, 
traded, assigned, transferred, or pledged under any circumstances.

•  Your exclusive remedy for earned but uncredited Reward Points shall be the 

issuance of the uncredited Reward Points, if available, or such other comparable 
benefit as determined by us. If, however, your Card account is closed, then such 
Reward Points or other comparable benefit shall be forfeited.

4

•  We reserve the right to correct misstated Reward Points represented on 

statements or the website at our sole discretion.

•  Reward Points may be deducted from your Card account should those Reward 

Points be the product of a fraudulent or unauthorized transaction.

•  All Reward Points are subject to verification and confirmation by us. All decisions 

regarding rewards disputes shall be final.

•  Discrepancies about Reward Points are not treated as credit card billing disputes.

•  It is your responsibility to notify us of any change in mailing address and email 

address as soon as possible.

•  If you voluntarily close your Card account, or we close your Card account, all 

unused Reward Points are immediately and irrevocably forfeited.

•   Unless specifically authorized by us, Reward Points may not be combined with 
other discounts, special rates, promotions or other reward programs offered  
by us.

•  All Reward Points are non-negotiable and cannot be redeemed for any benefit 

except those designated by us.

•  Your Card is separate and distinct from any other Citizens Bank accounts you 

may have with us or our affiliates.

•  You agree to release Citizens Bank, N.A., and any of its affiliates from all liability, 

including:

•  Any loss, claim, expense or damages you experience in connection with  

the Program.

•  Any claims, expenses and legal fees arising from or related to any violation of 

the Program by you or anyone using your Card account.

•  Any typographical errors or omissions in any Program-related document.
•  Delayed or lost correspondence sent by U.S. mail or any other form of 

delivery, including email.

•  Any error, omission, interruption, deletion, defect, delay in operation or 

transmission, theft, destruction or unauthorized access to, or alteration of 
Reward Points accrued and redeemed or other Program activities.

•  We may assign our rights and obligations under this agreement to a third party, 

who will then be entitled to any of our rights that we assign to them.

•  The Reward Guide and use of your Card account are governed by federal law. To 
the extent that federal law does not govern, Connecticut law will apply, no matter 
where you live or use your Card account.

5

•  Reward Points may constitute taxable income.You may be issued an Internal 
Revenue Service Form 1099 (or other appropriate form) that reflects the value 
of earned Reward Points, or some portion thereof (or any other part of the 
Program). Please consult your tax advisor. You are responsible for any tax 
liability that may arise from redeeming Reward Points. Citizens Bank, N.A. 
does not provide tax advice.

•  Any and all disputes that arise under or related to the Program will be resolved 

through arbitration as specifically set forth in your Cardholder Agreement.

•  All Reward Points are subject to verification and confirmation by us. 

All decisions regarding rewards disputes shall be final.

•  Discrepancies about Reward Points are not treated as credit card billingerror 

disputes.

Credit cards are issued by Citizens Bank, N.A.

Copyright 2019 Citizens Financial Group, Inc. All rights reserved. Citizens Bank is a 
brand name of Citizens Bank, N.A.

964657_CD19_DigitalRewardsGuide 
F03-X259-7

6

Rev3/19