Almost every fraud that succeeds in Nigeria succeeds the same way: somebody phones a customer, sounds official, creates urgency, and gets them to say a number out loud. The technology is not the weak point. The phone call is.
The five
- Your PIN. Not the first two digits. Not "for verification". Never.
- Your OTP. The code we text you is the last thing standing between a stranger and your balance. We will never ask you to read it back.
- Your password or your app passcode.
- Your full BVN over the phone. We already have it. Somebody asking for it does not.
- A transfer to "secure" your account. No bank has ever moved a customer’s money to safety by asking the customer to send it somewhere.
What we will ask
When you call us, we will ask questions that confirm you are you — your date of birth, your last transaction, the name on the account. Those are things a fraudster is unlikely to know and that cannot be used to move your money even if overheard.
If it has already happened
Freeze your card in the app immediately — Cards, then Freeze. It takes one tap and is instantly reversible.
Call 0814 296 1654 during working hours, or message WhatsApp 0814 374 0921 — fraud reports are treated ahead of the queue.
Change your app passcode.
Report it formally at citadelecapitals.com/complaints so there is a reference number and a paper trail.
Report it even if you think nothing was lost. A reference number is what lets us trace an attempt and warn other customers about a number that is being used.