[INSTITUTION NAME] - Customer Support Knowledge Base & FAQ

About [INSTITUTION NAME]

[INSTITUTION NAME] is a [INSTITUTION TYPE] licensed by the Central Bank of Nigeria (CBN), headquartered at [INSTITUTION ADDRESS]. We offer [SHORT DESCRIPTION, e.g. "a full range of retail and corporate banking services to individuals, SMEs, and corporations across Nigeria"].

CBN Licence Number: [CBN LICENSE NUMBER]
[NDIC MEMBERSHIP, e.g. "Member, NDIC Deposit Insurance Scheme — deposits insured up to ₦5,000,000.00 per depositor"]

Account Types

[SAVINGS ACCOUNT NAME, e.g. Standard Savings Account]

Minimum opening balance: ₦[SAVINGS MIN BALANCE, e.g. 1,000.00]
Minimum operating balance: ₦[SAVINGS MIN BALANCE]
Interest rate: [SAVINGS INTEREST RATE, e.g. "4.5% per annum, calculated daily and credited monthly"]
Features: Free debit card, mobile and internet banking access, USSD banking via [USSD CODE], SMS transaction alerts
Who it is for: Individuals looking to save and earn interest on everyday funds

[CURRENT ACCOUNT NAME, e.g. Classic Current Account]

Minimum opening balance: ₦[CURRENT MIN BALANCE, e.g. 10,000.00]
Minimum operating balance: ₦[CURRENT MIN BALANCE]
Interest: Non-interest bearing
Features: Cheque book, unlimited transactions, debit card, internet banking, USSD banking, higher transfer limits
Who it is for: Businesses, professionals, and high-volume transactors

[DOMICILIARY ACCOUNT NAME, e.g. Dollar Domiciliary Account]

[REMOVE THIS SECTION IF YOU DO NOT OFFER FOREIGN CURRENCY ACCOUNTS.]

Supported currencies: USD, GBP, EUR [update as applicable]
Minimum opening balance: $100.00 / £100.00 / €100.00 [update as applicable]
Features: Receive and hold foreign currency, fund transfers abroad, foreign exchange transactions
Requirements: Valid international passport, BVN, proof of address, completed account opening form

[FIXED DEPOSIT NAME, e.g. Fixed Deposit / Term Deposit]

Minimum deposit: ₦[FIXED DEPOSIT MIN, e.g. 50,000.00]
Interest rate: [FIXED DEPOSIT RATE, e.g. "Up to 12.0% per annum, depending on tenor and amount"]
Tenor options: [FIXED DEPOSIT TENOR, e.g. "30, 60, 90, 180, or 365 days"]
Features: Guaranteed returns, option to roll over at maturity, interest paid upfront or at maturity
Who it is for: Customers who want to lock away funds and earn a fixed return over a defined period

How to Open an Account

Requirements

To open any account, you will need the following Know Your Customer (KYC) documents:

Mandatory for all applicants:
- Bank Verification Number (BVN) — dial 5650# on any network to retrieve your BVN
- National Identification Number (NIN) — issued by NIMC
- One valid government-issued photo ID (National ID card, international passport, driver's licence, or voter's card)
- One recent passport photograph
- Proof of address (utility bill, bank statement, or tenancy agreement — not older than 3 months)
- Completed account opening form (available online or at any branch)
For business/corporate accounts, also include:
- CAC Certificate of Incorporation or Business Name Registration
- Memorandum and Articles of Association (for limited liability companies)
- Board Resolution authorising account opening
- Tax Identification Number (TIN)
- Utility bill for the business address

Opening an Account Online

Visit [INTERNET BANKING URL] or download the [MOBILE APP NAME] from [APP ANDROID URL] (Android) or [APP IOS URL] (iOS).
Select "Open an Account" or "Get Started".
Enter your BVN and NIN to verify your identity.
Fill in your personal details and upload the required KYC documents.
Set up your transaction PIN and security questions.
Your account number will be issued instantly upon successful verification.

Opening an Account at a Branch

Visit any [INSTITUTION NAME] branch with your KYC documents (see list above).
Collect and complete the account opening form at the customer service desk.
A customer service officer will verify your documents and capture your biometrics.
Your account number will be issued same day or within [SPECIFY TIMELINE, e.g. 1 business day].

Transfers & Payments

Transfer Limits

| Transaction Type | Per-Transaction Limit | Daily Cumulative Limit | |--------------------------|--------------------------------|----------------------------------| | NIP / NIBSS Instant Transfer | ₦[SINGLE TRANSFER LIMIT, e.g. 5,000,000.00] | ₦[DAILY TRANSFER LIMIT, e.g. 10,000,000.00] | | USSD Transfer ([USSD CODE]) | [USSD PER-TRANSACTION LIMIT, e.g. ₦100,000.00] | [USSD DAILY LIMIT, e.g. ₦300,000.00] | | Mobile App Transfer | ₦[SINGLE TRANSFER LIMIT] | ₦[DAILY TRANSFER LIMIT] | | Internet Banking Transfer| ₦[SINGLE TRANSFER LIMIT] | ₦[DAILY TRANSFER LIMIT] |

To increase your transfer limit, visit any branch with a valid ID and your BVN, or contact customer care at [CUSTOMER CARE PHONE].

Inter-Bank Transfers (NIP/NIBSS)

All inter-bank transfers are processed via the Nigeria Inter-Bank Settlement System (NIBSS) Instant Payment — NIP.
Transfers are typically credited to the beneficiary's account within seconds to a maximum of 10 minutes.
If a transfer is debited from your account but not received by the beneficiary within 24 hours, please contact us at [CUSTOMER CARE PHONE] or [CUSTOMER CARE EMAIL] with the transaction reference number.

USSD Banking — [USSD CODE]

Dial [USSD CODE] from any mobile network to:

Check your account balance
Transfer funds to any Nigerian bank
Buy airtime and data
Pay bills (DSTV, GOTV, electricity, etc.)
Block your card
Reset your transaction PIN

No internet connection is required. Standard mobile network charges may apply.

Bill Payments

Pay the following bills via the [MOBILE APP NAME], internet banking at [INTERNET BANKING URL], or by dialling [USSD CODE]:

[BILL PAYMENT CATEGORIES, e.g. "DSTV, GOTV, startimes, electricity (all DISCOs), airtime top-up (MTN, Airtel, Glo, 9mobile), mobile data, water bills, Lagos State revenue, WAEC, JAMB, NABTEB fees"]

Cards & ATM

Card Types Available

[REMOVE ANY CARD TYPES YOU DO NOT ISSUE.]

[CARD TYPE 1, e.g. Verve Debit Card]: Accepted at all Nigerian ATMs, POS terminals, and online platforms. Linked directly to your naira account.
[CARD TYPE 2, e.g. Mastercard Debit Card]: Accepted locally and internationally at ATMs, POS terminals, and online. Suitable for foreign transactions and travel.
[CARD TYPE 3, e.g. Visa Credit Card]: Pre-approved credit line for purchases. Available to eligible customers. Contact us to apply.

Card Limits

| Limit Type | Amount Per Day | |-------------------------------|---------------------------------| | ATM cash withdrawal | ₦[ATM DAILY LIMIT, e.g. 150,000.00] | | POS / online spending | ₦[POS DAILY LIMIT, e.g. 500,000.00] |

To request a limit increase, visit any branch or call [CUSTOMER CARE PHONE].

How to Block Your Card

If your card is lost, stolen, or compromised, block it immediately using any of the following methods:

USSD: Dial [USSD CODE] and select the card block option
Mobile App: Open [MOBILE APP NAME] > Cards > Block Card
Customer Care (24/7): Call [FRAUD HOTLINE]
Branch: Visit any [INSTITUTION NAME] branch with a valid ID

To request a card replacement, visit any branch. Card replacement fee: ₦[CARD ISSUANCE FEE, e.g. 1,000.00].

ATM Locator

Find the nearest [INSTITUTION NAME] ATM or branch at [ATM LOCATOR URL].

Mobile & Internet Banking

[MOBILE APP NAME] — Mobile Banking App

Download for Android: [APP ANDROID URL]
Download for iOS: [APP IOS URL]

App Features:

Account balance and mini statement
Fund transfers (within [INSTITUTION NAME] and to other Nigerian banks via NIP/NIBSS)
Airtime and data purchase
Bill payments
Card management (block/unblock, PIN change, limit setting)
Loan application and repayment
Fixed deposit placement
Transaction history and e-statements
Fingerprint / Face ID login

Registration on the Mobile App

Download the [MOBILE APP NAME] from the links above.
Open the app and tap "Sign Up" or "Register".
Enter your account number and BVN.
Verify your identity via OTP sent to your registered phone number.
Create your password and set your transaction PIN.
Log in to start banking.

Internet Banking

URL: [INTERNET BANKING URL]
Access all the same features as the mobile app, plus bulk payment uploads (corporate accounts) and cheque book requests.
First-time registration: Visit [INTERNET BANKING URL] > "Enroll Now" and follow the steps using your account number, BVN, and registered phone number.

Loans & Credit

[INSTITUTION NAME] offers the following credit products. All loans are subject to credit assessment, CBN guidelines, and applicable terms and conditions.

[LOAN PRODUCT 1, e.g. Personal Loan / Salary Advance]

Maximum amount: ₦[LOAN MAX AMOUNT 1, e.g. 5,000,000.00]
Interest rate: [LOAN RATE 1, e.g. "22% per annum (flat rate)"]
Repayment tenor: [LOAN TENOR 1, e.g. "Up to 24 months"]
Eligibility: Salary account holder with [INSTITUTION NAME], minimum of [SPECIFY, e.g. 3 months] active salary history, satisfactory credit bureau report
How to apply: Via [MOBILE APP NAME], internet banking, or visit any branch

[LOAN PRODUCT 2, e.g. SME Business Loan]

Maximum amount: ₦[LOAN MAX AMOUNT 2, e.g. 20,000,000.00]
Interest rate: [LOAN RATE 2, e.g. "25% per annum"]
Repayment tenor: [LOAN TENOR 2, e.g. "Up to 36 months"]
Eligibility: Registered business with valid CAC documents, minimum of [SPECIFY, e.g. 12 months] banking relationship, satisfactory credit bureau report
How to apply: Visit any [INSTITUTION NAME] branch. Bring CAC documents, 6-month bank statement, and audited financials

[LOAN PRODUCT 3, e.g. Mortgage / Home Loan]

[REMOVE THIS SECTION IF YOU DO NOT OFFER MORTGAGE OR HOME LOANS.]

Maximum amount: ₦[LOAN MAX AMOUNT 3, e.g. 50,000,000.00]
Interest rate: [LOAN RATE 3, e.g. "18% per annum"]
Repayment tenor: [LOAN TENOR 3, e.g. "Up to 15 years"]
Eligibility: Minimum age of 21 years, verifiable income, property must be in approved locations, equity contribution required
How to apply: Contact [CUSTOMER CARE PHONE] or visit any branch to speak with a mortgage officer

General Loan Application Process

Check your eligibility via the [MOBILE APP NAME] or at any branch.
Submit a completed loan application form with all required documents.
Loan assessment and credit bureau check are conducted (typically within [SPECIFY, e.g. 24 – 48 hours]).
Upon approval, loan offer letter is sent to you for acceptance.
Funds are disbursed to your account after acceptance.

Fees & Charges

All fees are in Nigerian Naira (₦) and are subject to change in line with CBN guidelines. Current approved tariff: [SPECIFY EFFECTIVE DATE OR TARIFF REFERENCE].

| Service | Fee | |------------------------------------------------|--------------------------------------------------| | Account maintenance fee (monthly) | ₦[ACCOUNT MAINTENANCE FEE, e.g. 50.00] per month (or "Nil" for savings) | | SMS transaction alert | ₦[SMS ALERT FEE, e.g. 4.00] per alert or ₦[MONTHLY CAP, e.g. 50.00]/month cap | | NIP/NIBSS inter-bank transfer (up to ₦5,000) | ₦[INTERBANK FEE TIER 1, e.g. 10.00] | | NIP/NIBSS inter-bank transfer (₦5,001 – ₦50,000) | ₦[INTERBANK FEE TIER 2, e.g. 25.00] | | NIP/NIBSS inter-bank transfer (above ₦50,000) | ₦[INTERBANK FEE TIER 3, e.g. 50.00] | | [INSTITUTION NAME] ATM withdrawal | [OWN BANK ATM FEE, e.g. "Free (first 3 withdrawals/month); ₦35.00 thereafter"] | | Other banks' ATM withdrawal | ₦[OTHER BANK ATM FEE, e.g. 35.00] per transaction | | Card issuance / replacement | ₦[CARD ISSUANCE FEE, e.g. 1,000.00] | | USSD transfer ([USSD CODE]) | [USSD FEE, e.g. "₦6.98 per transaction (network operator charge)"] | | Account-to-account transfer (same bank) | [SAME BANK TRANSFER FEE, e.g. "Free"] | | Cheque book (per leaf) | ₦[CHEQUEBOOK FEE, e.g. 20.00] | | Counter withdrawal (teller) | [TELLER FEE, e.g. "Free" or "₦100.00 above 3 per month"] | | Statement of account (email/e-statement) | [E-STATEMENT FEE, e.g. "Free"] | | Statement of account (printed, per page) | ₦[PRINTED STATEMENT FEE, e.g. 50.00] |

Note: VAT (7.5%) and other government levies apply where required by law.

Fraud & Security

How to Report Fraud

If you suspect unauthorised access to your account, a fraudulent transaction, or a compromised card, act immediately:

Call our 24/7 Fraud Hotline: [FRAUD HOTLINE]
Email: [CUSTOMER CARE EMAIL] with subject line "FRAUD REPORT — [Your Account Number]"
Block your card immediately: Dial [USSD CODE] or use the [MOBILE APP NAME] > Cards > Block Card
Visit any branch with a valid ID and written fraud report

We will investigate and revert confirmed fraudulent transactions in line with CBN dispute resolution guidelines.

Security Tips

Never share your PIN, password, OTP, or card details with anyone — including anyone claiming to be a [INSTITUTION NAME] employee.
[INSTITUTION NAME] will NEVER ask for your full card number, CVV, OTP, or internet banking password via phone, SMS, email, or WhatsApp.
Use a unique, strong password for your internet banking and mobile app. Change it every 90 days.
Enable transaction notifications (SMS and in-app alerts) so you are immediately aware of every debit on your account.
Do not click on links in unsolicited emails, SMS messages, or WhatsApp messages claiming to be from [INSTITUTION NAME].
Log out of internet banking and the mobile app after every session.
Only download the [MOBILE APP NAME] from the official Google Play Store or Apple App Store using the links above.
Avoid accessing your internet banking on public Wi-Fi or shared computers.

Phishing Awareness

Fraudsters often impersonate banks through:

Fake websites that look like [INTERNET BANKING URL] — always check the URL carefully
SMS messages with links claiming your account is suspended or your BVN needs to be updated
Phone calls from people pretending to be CBN officials or [INSTITUTION NAME] staff asking for your BVN, NIN, or OTP
WhatsApp or Telegram messages offering loans, winnings, or investment returns

If you receive any suspicious communication, do not respond. Report it immediately to [FRAUD HOTLINE] or [CUSTOMER CARE EMAIL].

Dispute Resolution

How to Raise a Dispute

If you have an issue with a transaction, service, or charge, follow these steps:

Step 1 — Contact Customer Support: Call [CUSTOMER CARE PHONE], use live chat at [LIVE CHAT URL], or email [DISPUTE EMAIL] with the following details:
- Your account number
- Transaction date, amount, and reference number
- A brief description of the issue
Step 2 — Formal Written Complaint: If the issue is not resolved at Step 1, submit a written complaint to [DISPUTE EMAIL] or at any [INSTITUTION NAME] branch. You will receive a complaint reference number within 24 hours.
Step 3 — Escalation: If your complaint is not resolved within [DISPUTE RESOLUTION DAYS, e.g. 5 – 10 business days], escalate to the [ESCALATION CONTACT, e.g. Head of Customer Experience] via [CUSTOMER CARE EMAIL].
Step 4 — Regulatory Escalation: If you remain unsatisfied after exhausting our internal resolution process, you may escalate to:
- Central Bank of Nigeria (CBN) Consumer Protection Department: [email protected] or +234 700 225 5226
- CBN Online Complaints Portal: https://www.cbn.gov.ng/ConsumerProtection

Resolution Timeline

Card/ATM disputes: [SPECIFY, e.g. 5 business days] for resolution; provisional credit may be issued pending investigation
NIP/NIBSS transfer disputes: Resolution within [SPECIFY, e.g. 3 – 5 business days] via NIBSS dispute management system
General account disputes: [DISPUTE RESOLUTION DAYS] business days
Complex fraud investigations: Up to [SPECIFY, e.g. 14 business days]

All disputes are handled in accordance with the CBN Guidelines on Electronic Banking and the CBN Consumer Protection Framework.

Branch & ATM Locator

Branch and ATM locator: [BRANCH LOCATOR URL]
Head office hours: [HEAD OFFICE HOURS, e.g. "Monday – Friday: 8:00 AM – 5:00 PM"]
Branch hours: [BRANCH HOURS, e.g. "Monday – Friday: 8:00 AM – 4:00 PM, Saturday: 9:00 AM – 1:00 PM"]
Public holiday hours: [SPECIFY, e.g. "Branches are closed on public holidays. ATMs and digital banking are available 24/7."]
[INSTITUTION NAME] ATMs are available 24 hours a day, 7 days a week.

Contact & Support

| Channel | Details | |-----------------------|----------------------------------------------------------------| | Customer Care Phone | [CUSTOMER CARE PHONE, e.g. "+234 800 000 0000"] — 24/7 | | Fraud Hotline (24/7) | [FRAUD HOTLINE, e.g. "+234 800 111 2222"] | | Email | [CUSTOMER CARE EMAIL, e.g. "[email protected]"] | | Live Chat | [LIVE CHAT URL or platform, e.g. "Available on the website and mobile app"] | | Social Media | [SOCIAL MEDIA HANDLES, e.g. "@InstitutionName on X (Twitter), Facebook, and Instagram"] | | Branch Locator | [BRANCH LOCATOR URL] | | Internet Banking | [INTERNET BANKING URL] |

Response time targets:

Phone: Answered within [SPECIFY, e.g. 3 minutes] during business hours
Email: Response within [SPECIFY, e.g. 24 – 48 hours] on business days
Live Chat: Response within [SPECIFY, e.g. 5 minutes] during business hours
Social Media: Response within [SPECIFY, e.g. 2 hours] during business hours

Regulatory Information

Regulator: [INSTITUTION NAME] is licensed and regulated by the Central Bank of Nigeria (CBN). CBN Licence Number: [CBN LICENSE NUMBER].
Deposit Insurance: [INSTITUTION NAME] is a [NDIC MEMBERSHIP, e.g. "member of the Nigeria Deposit Insurance Corporation (NDIC) scheme. Customer deposits are insured up to ₦5,000,000.00 per depositor per institution."]. [REMOVE THIS LINE IF NOT APPLICABLE.]
Data Protection: Customer data is managed in accordance with the Nigeria Data Protection Act (NDPA) 2023 and the Nigeria Data Protection Regulation (NDPR). To exercise your data rights, contact [CUSTOMER CARE EMAIL].
Anti-Money Laundering (AML): [INSTITUTION NAME] complies with the Money Laundering (Prevention and Prohibition) Act 2022 and all CBN AML/CFT guidelines. All transactions are subject to monitoring in line with regulatory requirements.
Grievance Escalation: Customers may report unresolved complaints to the CBN Consumer Protection Department at [email protected] or call +234 700 225 5226.

Last updated: [DATE]

Financial Institutions — Details Form

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