Help centre
Security and fraud
What we will never ask you for, and what to do if something has gone wrong.
What will the bank never ask me for?
Your PIN, your OTP, your password or your full BVN — not over the phone, not by email, not in chat, not by anyone claiming to be from the bank or the CBN. Read five things a bank will never ask you for.
There is a transaction on my account I do not recognise
Freeze your card in the app, then call 0814 296 1654 immediately. Report it formally at complaints as well, so it carries a reference number and a paper trail.
An agent asked for my PIN
That is a breach of our agent conduct rules. You type your PIN yourself on the terminal, always. Report the agent’s name and location on 0814 296 1654 or at complaints. We audit the network quarterly and we do remove agents.
Is my money safe if the bank fails?
Deposits are insured by the Nigeria Deposit Insurance Corporation. See NDIC cover for what is covered and up to what amount. Investment products are regulated by the SEC and are not deposits — the product page always says which is which.
Did that not answer it?
Fraud line, 8am–5pm Monday to Friday — 0814 296 1654. If something has actually gone wrong rather than being unclear, raise a complaint instead: you get a reference number immediately and a resolution inside 14 working days.
Security
We will never ask for your PIN, your OTP or your password
Not on the phone, not in chat, not by email, and not by anybody claiming to be from the bank or the CBN.