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Death of a Family Member
We are deeply sorry for your loss. During this difficult time, Citadel is here to support you. Managing a loved one’s financial accounts can feel overwhelming, and our dedicated Survivor Support Specialists are here to guide you through the process.
Notifying Citadel of a Loved One's Passing
Please contact Citadel using one of the options below:
- Submit Contact Request Form: This is the fastest way to connect with a dedicated Citadel Survivor Support Specialist. You can expect follow-up within 24–48 business hours.
- Visit a branch or connect by video: You may visit any Citadel branch or speak with a Video Chat Specialist at CitadelBanking.com/VideoConnect to report a loved one’s passing and learn what documents may be needed.
- Provide required documents: After your initial contact, we will review the account type and balance to determine what documentation is needed. Helpful information may include the loved one’s date of birth, Social Security number, and account number. In most cases, an original death certificate is required to begin handling the deceased's account(s). You may mail the required documents to Citadel or bring them to a branch. Please let us know if you need the original death certificate returned. In some cases, depending on the account structure, our Survivor Support Specialists may be able to accept copies of required documents via secure email. Details regarding this option will be provided during initial contact with one of our Survivor Support Specialists. Alternatively, you may mail the required documents.
Please note: Additional documentation may be required depending on the account type and balance.
Mailing Address:
Citadel
Attention: Survivor Support
520 Eagleview Blvd Exton PA 19341
Important Questions to Consider
All debit and credit cards in the decedent’s name will be closed since they can no longer be used by that person.
• If you are a co-borrower of the credit card, you will need to reapply to have a Citadel credit card in your own name. If you are an authorized user, the credit card will be closed.
• If you would like to apply for a Citadel credit card in your own name, you can apply online, over the phone, or at any of our branch offices.
Online Banking and Bill Payer service will be deativated for the deceased person.
• Checks payable to the decedent may be deposited up to ten days after date of death.
• If check is received after ten days, the check will must be deposited to an estate account.
• Checks written by the decedent prior to death may clear the account up to ten days after date of death.
• Any checks received payable to the estate must be deposited to a separate Estate account.
• If the balance on deposit in the account on date of death is $20,000.00 or less, an original death certificate and copy of paid funeral bill is required to process the account.
• If the balance on deposit in the account on date of death is over $20,000.00, an original death certificate and original short certificate or Letters of Administration are required. These documents identify the individual legally authorized to act on behalf of the estate and can be obtained through the decedent's local county Register of Wills office.
• To protect your loved one’s assets, some account types will require the funds on deposit be placed on hold.
• Loans will be reviewed and handled by our Collections Department. They can be contacted at 866-739-0070
- ✔ All loans and additional documentation that may be required will be reviewed and handled by our Collections Department. They can be contacted at (866) 739-0070. Note: Co-borrowers, Executors or the Administrator of the Estate may only receive loan information.
- ✔ Checks can still be written on the account.
- ✔ If the joint owner is not the legal spouse, the account must be closed to ensure accurate tax reporting. The joint owner can open a new account in their name.
- ✔ Inheritance tax will be reported for Pennsylvania residents that are not the spouse and the account balance was over $300.00.
- ✔ Billers of the deceased can be moved only to a spouse’s Bill Payer, upon request.
Certificates will be redeemed without penalty, except for those held jointly with a spouse.
Automatic deposits from the United States Treasury may be subject to a hold and returned as required by the US Treasury. This includes Social Security Administration, Department of Defense, Department of Veteran’s Affairs, Railroad Pension, and Black Lung deposits. If the deposit is made after the date of death, we are required to return the funds to treasury.
Citadel will start the paperwork for an IRA account and forward to our administrator, Ascensus, which handles all paperwork for the named beneficiaries of the IRA. If no beneficiaries are named, the funds will go to the decedent’s estate. Verification of beneficiary information may be requested. IRA accounts are processed separately.
Power of Attorney no longer applies to the account once the owner has passed away.
An Estate Account is a term used to describe an account opened in the name of an estate of a deceased individual. The account can be opened by the individual assigned as the representative of the estate.
When the representative(s) is ready to open the Estate Account, an original death certificate and the original Short Certificate or a Letter of Administration must be presented. The representative must provide an EIN number issued by the IRS. If the representative(s) does not have an EIN, they can obtain one through one of the following options:
• IRS.gov EIN online application
• By phone: (800) 829-4933
• By fax: (631) 687-3995 using form SS-4
Trust Accounts:
• An original death certificate will need to be provided by the trustee(s) of the trust.
• Checks can still be written on the account.
• An updated Certification of Trust is required.
Business/Non Personal accounts:
• An original death certificate will need to be provided.
• Additional documentation may be required, depending on the type of account.
Still have questions? Contact Us.
