Zelle Network Standard Terms
1. Description of Services
a. Citizens Bank further known as “Bank” has partnered with the Zelle Network (“Zelle”) to enable a convenient way to transfer money between you and others who are enrolled directly with Zelle® or enrolled with another financial institution that partners with Zelle (each, a “User”) using aliases, such as email addresses or mobile phone numbers (the “Service”). We will refer to financial institutions that have partnered with Zelle as “Network Banks.”
b. Zelle provides no deposit account or other financial services. Zelle neither transfers nor moves money. You may not establish a financial account with Zelle of any kind. All money will be transmitted by a Network Bank.
c. THE SERVICE IS INTENDED TO SEND MONEY TO FRIENDS, FAMILY AND OTHERS YOU TRUST. YOU SHOULD NOT USE THE SERVICE TO SEND MONEY TO RECIPIENTS WITH WHOM YOU ARE NOT FAMILIAR OR YOU DO NOT TRUST.
2. Eligibility and User Profile
When you enroll to use the Service or when you permit others to whom you have delegated to act on your behalf to use or access the Service, you agree to these terms and conditions further known as “Terms”. You represent that you have the authority to authorize debits and credits to the enrolled bank account.
You agree that you will not use the Service to send money to anyone to whom you are obligated for tax payments, payments made pursuant to court orders (including court-ordered amounts for alimony or child support), fines, payments to loan sharks, gambling debts or payments otherwise prohibited by law, and you agree that you will not use the Service to request money from anyone for any such payments.
The Service is intended for personal, not business or commercial use. You agree that you will not use the Service to send or receive payments in connection with your business or commercial enterprise. The Bank or Zelle reserves the right to decline your enrollment if we believe that you are enrolling to use the Service with your business account or to receive business or commercial payments. We further reserve the right to suspend or terminate your use of the Service if we believe that you are using the Service for business or commercial purposes, or for any unlawful purpose.
The Bank may amend the Terms at any time by posting a revised version on our website and to the Digital Banking service. The revised version will be effective immediately at the time it is posted, unless a delayed effective date is expressly stated therein. Bank may also provide you with an email notification of such amendments. The Bank may require you to affirmatively acknowledge or accept the revised Agreement in order to continue using the Service. Any use of the Service after a notice of change (whether by Site posting, email, or express acknowledgment or acceptance) will constitute your express agreement to those changes.
At this time, the Bank is only enrolling accounts which can be Checking or Savings accounts. Debit cards will not be eligible for enrollment.
3. Consent to Share Personal Information (Including Account Information)
The Bank will disclose information to third parties about your account or electronic funds transfers made to your account:
a. Where necessary to complete a transfer or investigate and resolve any errors involving the transfer(s); or
b. In order to verify the existence and condition of your account for a third party such as a credit bureau or merchant; or
c. In order to comply with government agency or court orders, subpoenas, summons, warrants or other lawful process; or
d. To work with other Network Banks in regards to disputes or fraudulent activity.
4. Privacy and Information Security
5. Wireless Operator Data
6. Enrolling for the Service
a. You must provide us with an email address that you regularly use and intend to use regularly (i.e., no disposable email addresses) and a permanent U.S. mobile phone number that you intend to use for an extended period of time (i.e., no “burner” numbers). You may not enroll in the Service with a landline phone number, Google Voice number, or Voice over Internet Protocol.
b. You may designate any account that is a Checking or Savings account to use for transfers. You may not designate any account that requires more than one signature for withdrawals. You must have the authority to withdraw from the designated account(s).
c. Once enrolled, you may:
i. authorize a debit of your account to send money to another User either at your initiation or at the request of that User; and
ii. receive money from another User either at that User’s initiation or at your request, subject to the conditions of the Section below titled “Requesting Money.”
d. If at any time while you are enrolled, you do not send or receive money using the Service for a period of 18 consecutive months, the Bank or Zelle may contact you and/or take other steps to confirm that the U.S. mobile phone number or email address that you enrolled still belongs to you. If the Bank or Zelle is unable to confirm that you are the owner of the mobile phone number or email address, then you understand that we may cancel your enrollment and you will not be able to send or receive money with the Service until you enroll again.
7. Consent to Emails and Automated Text Messages
By participating as a User, you represent that you are the owner of the email address, mobile phone number, and/or other alias you enrolled, or that you have the delegated legal authority to act on behalf of the owner of such email address, mobile phone number and/or other alias to send or receive money as described in the Terms. You consent to the receipt of emails or text messages from the Bank, from Zelle, from other Users that are sending you money or requesting money from you, and from other Network Banks or their agents regarding the Services or related transfers between Network Banks and you. You agree that the Bank may, Zelle may or either of our agents may use automatic telephone dialing systems in connection with text messages sent to any mobile phone number you enroll. You further acknowledge and agree:
a. You are responsible for any fees or other charges that your wireless carrier may charge for any related data, text or other message services, including without limitation for short message service. Please check your mobile service agreement for details or applicable fees.
b. You will immediately notify the Bank if any email address or mobile phone number you have enrolled is (i) surrendered by you, or (ii) changed by you.
c. In the case of any messages that you may send through either the Bank or Zelle or that the Bank may send or Zelle may send on your behalf to an email address or mobile phone number, you represent that you have obtained the consent of the recipient of such emails or automated text messages to send such emails or text messages to the recipient. You understand and agree that any emails or text messages that the Bank sends or that Zelle sends on your behalf may include your name.
d. Your wireless carrier is not liable for any delay or failure to deliver any message sent to or from the Bank or Zelle, including messages that you may send through the Bank or through Zelle or that the Bank may send or Zelle may send on your behalf.
e. To cancel text messaging from us, send STOP to 53608. For help or information regarding text messaging, send HELP to 53608 or contact our customer service at 262-363-6500. You expressly consent to receipt of a text message to confirm your “STOP” request.
f. Supported Carriers: All major carriers.
8. Receiving Money; Money Transfers by Network Banks
Once a User initiates a transfer of money to your email address or mobile phone number enrolled with the Service, you have no ability to stop the transfer. By using the Service, you agree and authorize the Bank to initiate credit entries to the bank account you have enrolled.
Most transfers of money to you from other Users will occur within minutes. There may be other circumstances when the payment may take longer. For example, in order to protect you, the Bank, Zelle and the other Network Banks, the Bank may need or Zelle may need additional time to verify your identity or the identity of the person sending the money. The Bank or Zelle may also delay or block the transfer to prevent fraud or to meet our regulatory obligations. If the Bank or Zelle delays or blocks a payment that you have initiated through a request for money, we will notify you in accordance with your User preferences (i.e. email, push notification).
If you are receiving a payment from a business or government agency, your payment will be delivered in accordance with both these Terms and the procedures of the business or government agency that is sending you the payment.
9. Sending Money; Debits by Network Banks
You may send money to another User at your initiation or in response to that User’s request for money. You understand that use of this Service by you shall at all times be subject to (i) the Terms, and (ii) your express authorization at the time of the transaction for the Bank to initiate a debit entry to your bank account. You understand that when you send the payment, you will have no ability to stop it. You may only cancel a payment if the person to whom you sent the money has not yet enrolled in the Service. If the person you sent money to has already enrolled with Zelle, either in the Zelle mobile app or with a Network Bank, the money is sent directly to their bank account (except as otherwise provided below) and may not be canceled or revoked.
In most cases, when you are sending money to another User, the transfer will occur in minutes; however, there are circumstances when the payment may take longer. For example, in order to protect you, the Bank, Zelle and the other Network Banks, the Bank may need additional time to verify your identity or the identity of the person receiving the money. If you are sending money to someone who has not enrolled as a User with Zelle, either in the Zelle mobile app or with a Network Bank, they will receive a text or email notification instructing them on how to enroll to receive the money. You understand and acknowledge that a person to whom you are sending money and who is not enrolling as a User may fail to enroll with Zelle, or otherwise ignore the payment notification, and the transfer may not occur.
The money may also be delayed or the transfer may be blocked to prevent fraud or comply with regulatory requirements. If the Bank delays or blocks a payment that you have initiated, the Bank will notify you in accordance with your User preferences (i.e. email, push notification).
The Bank or Zelle has no control over the actions of other Users, other Network Banks or other financial institutions that could delay or prevent your money from being delivered to the intended User.
Neither the Bank nor Zelle shall have liability to you for any transfers of money, including without limitation, (i) any failure, through no fault of the Bank or Zelle to complete a transaction in the correct amount, or (ii) any related losses or damages. Neither the Bank nor Zelle shall be liable for any typos or keystroke errors that you may make when using the Service.
THE SERVICE IS INTENDED FOR SENDING MONEY TO FAMILY, FRIENDS AND OTHERS WHOM YOU TRUST. YOU SHOULD NOT USE ZELLE TO SEND MONEY TO PERSONS WITH WHOM YOU ARE NOT FAMILIAR OR YOU DO NOT TRUST. ZELLE DOES NOT OFFER A PROTECTTION PROGRAM FOR AUTHORIZED PAYMENTS MADE THROUGH THE SERVICE (FOR EXAMPLE, IF YOU DO NOT RECEIVE THE GOODS OR SERVICES THAT YOU PAID FOR, OR THE GOODS OR SERVICES THAT YOU RECEIVED ARE DAMAGED OR ARE OTHERWISE NOT WHAT YOU EXPECTED).
11. Send Limits
There are limitations to the amount you are able to send through the service as well as the quantity of transfers you can make. The limits and transfer quantity can be found on the Bank’s website at: https://www.citizenbank.bank/faqs
12. Requesting Money
You may request money from another User. You understand and acknowledge that Users to whom you send payment requests may reject or ignore your request. Neither the Bank nor Zelle guarantee that you will receive money from other Users by sending a payment request, or that you will receive the amount that you request. Neither the Bank nor Zelle accepts responsibility if the other User rejects or ignores your request, or sends you an amount that is less than your request. If a User ignores your request, the Bank may decide or Zelle may decide, in the Bank’s sole discretion, that the Bank will not send a reminder or repeat request to that User.
By accepting these Terms, you agree that you are not engaging in the business of debt collection by attempting to use the Service to request money for the payment or collection of an overdue or delinquent debt; to request money that is owed to another person; or to collect any amounts that are owed pursuant to a court order. You agree to indemnify, defend and hold harmless Zelle, its owners, directors, officers agents and Network Banks from and against all claims, losses, expenses, damages and costs (including, but not limited to, direct, incidental, consequential, exemplary and indirect damages), and reasonable attorney's fees, resulting from or arising out of any request for money that you send that is related to overdue or delinquent amounts.
You agree to receive money requests from other Users, and to only send requests for legitimate and lawful purposes. Requests for money are solely between the sender and recipient and are not reviewed or verified by the Bank or by Zelle. Neither the Bank nor Zelle assumes responsibility for the accuracy or legality of such requests and do not act as a debt collector on your behalf or on behalf of the sender of a request for money.
The Bank reserves the right, but assumes no obligation, to terminate your ability to send requests for money in general, or to specific recipients, if the Bank or Zelle deems such requests to be potentially unlawful, abusive, offensive or unwelcome by the recipient.
13. Transaction Errors
If you think your statement or receipt is wrong, or you need more information about a transaction on your statement, write us at:
P.O. Box 223
Mukwonago, WI 53149-0223
P.O. Box 223
Mukwonago, WI 53149-0223
Or, you may send us a secure message through your Digital Banking account or by using the “Contact Us” section from our website, https://www.citizenbank.bank/contact-us.
In your letter, give us the following information:
a. Your name and account number.
b. A brief description of the error or transaction you are unsure about and an explanation why you believe there is an error or why you need more information.
c. The dollar amount of the suspected error.
You can also telephone us at 262-363-6500, but doing so will not preserve your rights.
The Bank must hear from you no later than 60 days after we sent you the first statement on which the error or problem appeared. If you told us of your complaint or question orally, we may require that you send us your complaint or question in writing within 10 business days. If we do not receive your written complaint or question within 10 business days, we may not provisionally credit your account. We will investigate your complaint and correct any error promptly. If we take more than 10 business days to investigate, we will credit your account for the amount you think is in error; so that you will have the use of the money during the time it takes us to complete our investigation. If we need more time, however, we may take up to 45 calendar days to investigate your complaint or question. If we do the review, we will provisionally credit your account within 10 business days for the amount in question.
If a claim is made within 30 calendar days of opening an account, the Bank may take up to 90 calendar days to investigate your complaint. If we decide to do this, we will provisionally credit your account within 20 business days for the amount in question. If we determine there is no error, we will send you a written explanation within 3 business days after we finish our investigation. You may ask for copies of the documents used in the investigation.
14. Your Liability for Unauthorized Transfers
You agree to the Terms that are imposed. You are liable for all transactions that you make or authorize, even if the person you authorize exceeds your authority. If you have given someone your Digital Banking identification number and password or other means of access and want to terminate that person's authority you must change your identification number and password or other means of access or take additional steps to prevent further access by such person.
Tell us AT ONCE if you believe your password has been lost or stolen or if you believe that a transfer has been made without your permission. Telephoning is the best way of keeping your possible losses down. You could lose all the money in your account (plus your maximum overdraft line of credit) if you fail to notify us of your unauthorized transfer immediately. If you believe your password has been lost or stolen or that someone has transferred or may transfer money from your account without your permission, call, email or write us at the contact information listed in Section 13 above.
If your statement shows transfers that you did not make, tell us at once. If you do not tell us within 60 days after the statement was mailed to you, you may not get back any money you lost. The Bank will work with you in trying to retrieve funds from the unauthorized transfer but the Bank makes no guarantee the funds will be recovered. Refer to Section 9, “Sending Money”.
15. Liability for Failure to Complete Transfers
This is not a Bill Pay service and should not be used as such. If you make a transfer with the intent of paying a bill, the risk of incurring and the responsibility for paying any and all late charges or other damages or penalties shall be solely the responsibility of you, the User.
If the Bank or Zelle does not complete a transfer on time or in the correct amount according to the Terms with you, we will be liable for your losses or damages as provided by law. However, there are exceptions. We will NOT be liable, for instance:
a. If, through no fault of ours, you do not have enough available money in the account from which the transfer is to be made, or if the account has been closed or is not in good standing, or if we reverse a payment or transfer because of insufficient funds.
b. If any transfer would go over the credit limit of any account.
c. If your equipment or ours was not working properly and the breakdown should have been apparent to you when you attempted to conduct the transaction.
d. If you have not given us complete, correct or current token numbers or other identifying information so that we can properly send the transfer.
e. If you do not properly follow our instructions or if you provide us with wrong or inaccurate information or fail to correct or tell us about any inaccuracy of which you are aware.
f. If you do not instruct us soon enough for your payment or transfer to be received.
g. If the money in the account from which the transfer is to be made is subject to legal process or other claim restricts the transaction.
h. If circumstances or persons beyond our control (such as fire or flood, computer or machine breakdown, or failure or interruption of communications facilities) prevent, delay, intercept or alter the transaction, despite reasonable precautions that we have taken.
i. There may be other exceptions provided by applicable law.
You agree to indemnify, defend, and hold the Bank and Zelle and its affiliates, officers, directors, employees, consultants, agents, service providers and licensors harmless from any and all third party claims, liability, damages, and/or costs (including but not limited to reasonable attorneys’ fees) arising from your use of the Service, our reliance on the transfer instructions and other information you provide, the performance or non-performance of other financial institutions, or other signers, owners or users of your accounts.
17. Use of Our Digital Banking Site and/or Mobile App
You agree to access this website and/or mobile app in compliance with the Bank’s “Internet Banking Agreement and Disclosure Statement”, which is available at https://www.citizenbank.bank/legal/internet-banking-agreement and incorporated into and made part of these Terms by this reference.
18. Cancellation of the Service
You may cancel the Service at any time. Contact the Bank by any method as described in Section 13, “Transaction Errors”. The Bank will need two business days to terminate the Service from your Digital Banking account. Any transfers made before or up to the time the Bank turns off the Service are the responsibility of the User as described by these Terms.
You may re-sign up for the Service at any time. The Bank and or Zelle has the right to deny the re-activation of Service for any reason.
19. Right to Terminate Access
The Bank and Zelle reserves the right to terminate the Service, in whole or in part, at any time with or without cause and without prior written notice. In that event, the Bank may (but are not obligated to) immediately discontinue making previously authorized transfers, were previously authorized but not yet made. The Bank and Zelle also reserves the right to temporarily suspend the Service in situations deemed appropriate by us, in our sole discretion, including when either believes a breach of system security has occurred or is being attempted. We may consider repeated incorrect attempts to enter your Digital Banking ID or password as an indication of an attempted security breach. Termination of the Services does not affect your obligations under these Terms with respect to occurrences before termination.
Your Digital and Mobile Banking Services may be terminated at any time without prior notice due to:
a. Insufficient funds in your account;
b. If your account has been closed or restricted for any reason;
c. You or any authorized user of your Digital Banking User ID and Password breach this or any other agreement with us;
d. The Bank has reason to believe that there has been an unauthorized use of your Digital Banking User ID and Password;
e. The Bank notifies you or any other party to your account that we have cancelled or will cancel this agreement.
You or any other party to your account may terminate the use of Digital and Mobile Banking Services by contacting the Bank in writing by mail, email, or personal delivery. See details in Section 13, “Transaction Errors”. Termination of service will be effective the first business day following receipt of your written notice. Termination of this Service will not affect the rights and responsibilities of the parties under these Terms for transactions initiated before termination.
Your Digital Banking account must be accessed at least once every 120 days in order to keep it from going into a dormancy status. If you allow your online account to become dormant, your privileges may be revoked without further notice.
20. Disclaimer of Warranties
EXCEPT AS OTHERWISE PROVIDED HEREIN, AND SUBJECT TO APPLICABLE LAW, ZELLE MAKES NO EXPRESS OR IMPLIED WARRANTIES, REPRESENTATIONS OR ENDORSEMENTS WHATSOEVER WITH RESPECT TO THE SERVICE. ZELLE EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE AND NON-INFRINGEMENT, WITH REGARD TO THE SERVICE DESCRIBED OR PROVIDED. ZELLE DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, TIMELY, SECURE OR ERROR-FREE, OR THAT DEFECTS WILL BE CORRECTED. THE SERVICES ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS.
21. Limitation of Liability
EXCEPT AS OTHERWISE PROVIDED HEREIN AND SUBJECT TO APPLICABLE LAW, IN NO EVENT WILL ZELLE, ITS OWNERS, DIRECTORS, OFFICERS, AGENTS OR NETWORK BANKS BE LIABLE FOR ANY DAMAGES WHATSOEVER, INCLUDING, BUT NOT LIMITED TO ANY DIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY OR OTHER INDIRECT DAMAGES ARISING OUT OF (I) ANY TRANSACTION CONDUCTED THROUGH OR FACILITATED BY THE SERVICE; (II) ANY CLAIM ATTRIBUTABLE TO ERRORS, OMISSIONS, OR OTHER INACCURACIES IN THE SERVICES DESCRIBED OR PROVIDED; (III) UNAUTHORIZED ACCESS TO OR ALTERATION OF YOUR TRANSMISSIONS OR DATA; OR (IV) ANY OTHER MATTER RELATING TO THE SERVICES DESCRIBED OR PROVIDED, EVEN IF ZELLE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IF YOU ARE DISSATISFIED WITH ZELLE’S SERVICE OR WITH THE DETAILS OF THE “TERMS”, YOUR SOLE AND EXCLUSIVE REMEDY IS TO DISCONTINUE USING THE SERVICE.
IN THOSE STATES WHERE THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES MAY NOT APPLY, ANY LIABILITY OF ZELLE, ITS OWNERS, DIRECTORS, OFFICERS AND AGENTS OR THE NETWORK BANKS LIABILITY IN THOSE STATES IS LIMITED AND WARRANTIES ARE EXCLUDED TO THE GREATEST EXTENT PERMITTED BY LAW, BUT SHALL, IN NO EVENT, EXCEED ONE HUNDRED DOLLARS ($100.00).
You acknowledge and agree that you are personally responsible for your conduct while using the Service, and except as otherwise provided in these Terms, you agree to indemnify, defend and hold harmless Zelle, the Bank, its owners, directors, officers, agents and Network Banks from and against all claims, losses, expenses, damages and costs (including, but not limited to, direct, incidental, consequential, exemplary and indirect damages), and reasonable attorneys’ fees, resulting from or arising out of your use, misuse, errors, or inability to use the Service, or any violation by you of the details of these Terms.
23. Governing Law; Choice of Law; Severability
This Agreement is governed by applicable federal law and the laws of the State of Wisconsin. You agree to comply and be bound by, all applicable state or federal laws, rules, regulations and these Terms.
Subject to the details of these Terms, the Services are generally available 24 hours a day, seven days a week with the exception of outages for maintenance and circumstances beyond the Bank’s or Zelle’s control. Live customer service generally will be available Monday through Friday, excluding US bank holidays.
Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.