Interactive Voice Response (IVR)

• If you are already using the USSD, you can use the Self-service without registration

• If you are not registered on the USSD, dial *901# to enrol on the USSD so you can also have access to the self-service option.

• Because you are attempting a transaction that can only be done with a registered phone number OR

• You have inputted a wrong entry

• Press 2 from the main menu, then select a number based on the complaints

• Follow the prompts to provide the transaction details

• Once completed, you will receive an SMS that with your complaint ID and the expected resolution date

• The OTP is usually sent to the registered phone number on an account.

• Press 5 on the main menu, press 1 for Account balance.

• For new users, press 1 to give your Consent, an OTP will be sent to your registered phone number.

• After inputting the OTP, you will be required to input your USSD PIN.

• Select the account number from the list of announced account numbers or manually input your account number if the applicable account number is not announced, and then reconfirm.

• Your account balance will be read out

• Press 5 on the main menu, press 2 for Account statement.

• For new users, press 1 to give your Consent, an OTP will be sent to your registered phone number.

• After inputting the OTP, you will be required to input your USSD PIN.

• Select the account number from the list of announced account numbers or manually input your account number if the applicable account number is not announced, and then reconfirm.

• Confirm the duration you want by selecting the appropriate number

• Your account statement will be sent to your registered email

• Press 1 on the main menu, press 2 to block your debit card

• Select 1 to block your debit card Using the exact card number

• Your call will be transferred to an agent for the exact card to be blocked

• Select 2 to block all debit cards linked to your account

• All your debit cards will be blocked

• Press 1 on the main menu, then press 1 to block your Account.

• Input your USSD PIN

• Select the account number you would want to block from the list of announced account numbers or manually input the account number and confirm.

• Your account will be blocked

• Yes, Press 3 from the main menu, then select 5 and follow the prompt

• N20,000 daily limit

Yes

• Failed WEB/POS transactions

• ATM dispense error on us/other banks

• Failed Transfer

• Failed bill payment

No

• Block Card/Account

• Account balance/statement/number request

• User ID request

• Payday loan enquiries/request

• Debit/Cheque book request

• Fund transfer

No

Yes, Press 9 on the main menu option

• You have inputted a wrong entry OR

• You are calling with a number not linked to an account and attempting a transaction that can only be done with a registered phone number

• Press 2 from the main menu, then select 1

• Input the complaint account number

• The status of the complaint will be sent to your registered phone number.

• Accounts with more than one active case will be routed to an agent for detailed feedback