First Citizens Bank
Forever First

Welcome to First Citizens Bank!

If you're a customer of Guaranty Bank or BestBank, you should have received by mail a packet of information about this transition of your accounts and services to First Citizens Bank. It included:

What will this transition mean to you?

We've started with new accounts that compare favorably to your current ones, and added more choices, more expertise and easier ways to manage your day-to-day banking. If you're a business customer, you'll also enjoy new online capabilities to help you manage your cash flow and more financial resources to help you grow.

We're a bank you can count on for the long haul. We believe in staying true to the local communities we serve, and our track record of safety, security and growth extends for well over a century. It's why you'll find us on the short list of America's most trusted banks year after year.

As a family-controlled bank, we recognize the importance of each dollar you earn. We know how much depends on what you do with your money, which is why we'll make sure your priorities always come first. We appreciate your business here at First Citizens, and we look forward to making a real difference in your financial future for many years to come.

Overview

On Friday, August 10:

  • Start using your new First Citizens Debit or ATM card (if you're a cardholder).

On Monday, August 13:

  • Your current accounts become comparable First Citizens accounts.
  • Our enhanced Digital Banking services will become available.

General Information

At the close of business on Friday, August 10, 2018, we're aligning your current deposit and loan accounts with the accounts offered by First Citizens nationwide. Below is some general information about the transition. (For complete details about First Citizens products and services, including important terms and conditions effective Monday, August 13, 2018, please refer to the "Account Disclosures" you received in the mail.)

Debit and ATM Cardholders

We've sent you a new First Citizens Visa® Debit or ATM card and a new PIN in separate mailings.

  • You can begin using your new First Citizens card starting at 1 p.m. Central time / 2 p.m. Eastern time on Friday, August 10.
  • Please don't destroy your current card until that time.
  • Be sure to provide your new card number and expiration date to any merchants you have authorized to debit your card for payments.

No ATM Transaction Fees

You can use First Citizens ATMs to get cash, make deposits, transfer funds and more — with no fee.

  • Plus, there will be no fee for cash withdrawals from non-First Citizens ATMs starting August 13.
  • For personal accounts, we'll also rebate surcharges from other banks starting August 13.

Online Banking, Mobile Banking and Bill Pay

Guaranty Bank/BestBank Bill Pay Transition

  • Wednesday, August 8: As communicated, Guaranty Bank/BestBank Bill Pay has been unavailable since Wednesday, August 8, 2018. As a reminder, your Guaranty Bank/Best Bank Bill Pay transaction history will not convert automatically to First Citizens Digital Banking*, which includes Online Banking with Bill Pay, Mobile Banking and Mobile Check Deposit. Some payee information may not be available.
  • As an update to the conversion information you may have previously received, any one-time or recurring bill payments you had scheduled after August 9 will process as planned. We hope this makes your transition to First Citizens easier.

Guaranty Bank Online, Mobile Banking Transition

  • Friday, August 10, after 3 p.m. Central time / 4 p.m. Eastern time: Guaranty Bank/BestBank Consumer Online and Mobile Banking, including Mobile Check Deposit, Text Banking and Business Online Banking, is no longer available. Access to your accounts through First Citizens Digital Banking*, including Online Banking with Bill Pay, Mobile Banking and Mobile Check Deposit, begins Monday, August 13.
  • Any one-time and recurring Guaranty Bank/BestBank transfers you've previously scheduled do not transfer to First Citizens Digital Banking. Neither does online transaction and statement history.
  • If you're a business customer, your existing primary user for your business will be converted, but any other existing users for your business will need to be reestablished on the Digital Banking platform on or after Monday, August 13.

Access to First Citizens Digital Banking

  • Monday, August 13: You'll have access to First Citizens Digital Banking as of Monday, August 13. Current online banking users should have received a separate mailing with details and new login information.
  • Beginning Monday, August 13, after 6 a.m. Central time / 7 a.m. Eastern time, please visit www.firstcitizens.com to log in to First Citizens Digital Banking. Select "New User Log In" in the Online Banking Log In box and follow the instructions.
  • Visit First Citizens Digital Banking to learn about the powerful, comprehensive set of online and mobile banking tools that are available to you. You can also download the First Citizens Digital Banking App from the App Store or Google Play. Guaranty Bank's and BestBank's website and online and mobile banking access are no longer available.
  • Starting August 13, we'll begin to retain transaction history for your new First Citizens products. History through August 10, 2018, will be available upon written request only. A fee may apply. To request your transaction history, please contact us at the address below:
    • Deposit Accounts: First Citizens Bank, Attn: Research, DAC07, P.O. Box 27131, Raleigh, NC 27611
    • Loans: First Citizens Bank, Attn: Loan Servicing Department, DAC20, P.O. Box 26592, Raleigh, NC 27611

Transition Information for Customers Who Enrolled in Online Banking in June, July or August

Guaranty Bank/BestBank customers who enrolled in Guaranty Online Banking on or after June 2, 2018, won't automatically convert to First Citizens Bank Digital Banking. Beginning Monday, August 13, 2018, you'll need to take the following steps to enroll in First Citizens Digital Banking:

  • Visit www.firstcitizens.com
  • Find the "Online Banking log in" box in the upper left corner of the page
  • Select "First Citizens Digital Banking" in the drop-down box
  • Select the "Sign Up" link and follow the instructions for new customer enrollment (you will need a valid Social Security Number and your converted account number)

Quicken® and Quickbooks®

Easy conversion instructions for Web Connect users are provided at firstcitizens.com/gb_bb_webconnect.

Telephone Banking

Starting August 13, call 1.800.235.4636 for automated service 24/7. Customer service representatives are available to assist you daily from 6 a.m. until 10 p.m. Central time / 7 a.m. until 11 p.m. Eastern time.

Guaranty Bank Branch Availability

Guaranty Bank branches, except for Northridge, closed at 2 p.m. on Friday, August 10, for the transition and remain closed on Saturday, August 11. Branches will reopen as First Citizens branches at their usual time on Monday, August 13.

The Northridge branch located at 7901 West Brown Deer Road, Milwaukee, closed permanently at noon on Friday, August 10. Customers in greater Milwaukee can continue to bank at any of our other locations in the area, including:

  • Brown Deer, 4000 West Brown Deer Road
  • Granville, 8200 West Brown Deer Road (beginning August 13)
  • Timmerman, 10380 West Silver Spring Drive
  • Crossroads, N95 21811 County Line Road, Menomonee Falls

BestBank Branch Availability

The BestBank branch at 2630 Rainbow Way, Suite D1, Decatur, Georgia, closed at 2 p.m. on Friday, August 10, and will remain closed on Saturday, August 11. The branch will reopen as a First Citizens branch at its usual time on Monday, August 13. Also, starting on August 13, you can bank at any of First Citizens' 13 locations in the greater Atlanta area and at any branch in our network.

Other Useful Information

Account Numbers

Your deposit account numbers will stay the same.

Check Orders

You can continue to use your existing checks until they run out.

  • Customers with personal accounts or business accounts can request a discount on their first order of checks.

Direct Deposits and Automated Transfers

Direct deposits and automated transfers, for the most part, will continue without interruption.

  • You may need to provide your account information, including your new routing number (as applicable), which is available in your account guide.

Overdraft Protection

For personal accounts, if you've already opted-in to have overdrafts on ATM withdrawals and debit card purchases covered (at the bank's discretion), this will continue at First Citizens. Please see the "Account Disclosures" booklet for additional information on overdraft protection.

Statements

You'll receive a final statement for your checking, savings or money market account as of August 10.

  • After that date, all statements will be generated on or near their current cycle date.
  • Stand-alone savings account statements will be issued quarterly.

Safe Deposit Box

There is no change to your safe deposit contract. At the next renewal, we'll notify you if there are any changes to safe deposit fees.

Questions?

Over the weekend of August 10-12, call 1.800.235.4636 between 8 a.m. and 7 p.m. Central time / 9 a.m. and 8 p.m. Eastern time.

Starting August 13, automated service begins 24/7. Customer service representatives are available to assist you daily from 6 a.m. until 10 p.m. Central time / 7 a.m. until 11 p.m. Eastern time.

* First Citizens does not charge fees to download or access First Citizens Digital Banking, including the First Citizens Mobile Banking app

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