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Frequently Asked Questions
Customer Services - Frequently Asked Questions
Customer Services

Frequently Asked Questions

Please click on the links below to choose your topic of interest.

Prospective Customer - All I need to know arrow

Is Zenith for the rich and famous (Individual/Companies) only?

No. Zenith is for companies and individuals with steady and legitimate sources of income.

How can I open an account with Zenith?

In Zenith, we believe in knowing our customers, we require a prospective customer to be introduced by a staff of Zenith or an existing customer.

What is the minimum initial deposit to open an account with Zenith?

We do not have a specific amount required as minimum initial deposit.

How long does it take to open an account with Zenith?

With complete documentation, accounts will be opened immediately.

Can I operate any Zenith Bank Account in foreign currency?

Yes. You can operate a domiciliary account with Zenith.

Can I check my account balances over the phone?

Yes, you can see our Telephone banking and Mobile banking products

What are the bank's operating hours?

Zenith Bank is open to customers between the hours of 8am and 4pm Mondays to Fridays for cash transactions while cheque lodgments can be accepted till 6pm.

What are the different kind of accounts (naira denominated) I can open with Zenith?

You can open the following accounts with us here at Zenith

Current Account
Call Deposit Account
Fixed Deposit Account
Individual Retirement Account

What documents do I require to open an account?

Please see our Account Opening Page

Can I operate my account from any Zenith Branch?

Yes - Zenith is on-line real-time. Withdrawals and lodgments can be made at any of our Lagos or Upcountry Branches.

What are the charges on Current Account?

We charge commission on Turnover (COT) on transactions in your account, and debit interest in the event that your account becomes overdrawn.

Can I access my account via the internet?

Can I pay a cheque into my savings account?

Yes. You would be required to provide references and utility bill before lodging cheques into your Savings Account.

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Existing Customer - Operating my account arrow

For account enquires, who can I liaise with?

You can reach ZenithDirect on 234 -1-2787000, 2927000; 4647000, 0700ZENITHBANK or your account officer.

How do I know if I have any returned cheques?

Your account officer will notify you if any cheque has been returned on your account. You can also contact customer services unit to review your account activity.

Can I use my account with Zenith to referee a customer opening a Current Account in another bank?

Yes. Provided you have a Current Account which has been satisfactorily operated for at least six months.

If I lose my cheque book, what am I expected to do?

You need to contact the Customer Services Unit at the branch where your account is domiciled.

Can I receive foreign currency payments directly into my Naira account?

Yes. Kindly liaise with our Foreign Exchange Department for modalities. You may also take advantage of Western Union Money Transfer.

How do I buy foreign exchange for trade transaction?

You may need to contact our Documentary Credit and Collection Department (DC&C) for enquiries on the various types of trade transactions available and the modalities involved. Please refer to Documentary Credit & Trade Transactions on our web site.

How do I get my statements of account?

Account statements are mailed to your address on the first working day of every month, however if you wish to pick your statements yourself, you can do so from the branch where your account is domiciled.

Can Zenith provide me with a reference letter to other institutions?

Yes, references can be issued for accounts that have been satisfactorily operated for at least six months. Customer Services Unit will have the letter ready in 10 minutes on request.

How do I order for a new cheque book?

===> Submit your cheque requisition slip to our Customer Services Unit in any of our branches. The cheque book is printed within 24 hours.
===> Call ZenithDirect

Can I transfer funds from my account to accounts in other banks in Nigeria?

Yes, through the Nigerian Interbank Settlement System (NIBSS), fast fund as well as NIBSS Electronic Funds Transfer( NEFT)

Can I transfer funds abroad from my naira account?

Yes. For eligible transactions such as offshore medical bills, school fees etc.

Mastercard FAQs arrow

What are the types of MasterCards products available?

We offer the Credit card, the Charge card and the Web Surfer.

What is the difference between the card product types?

The Credit card has a line of credit approved by the bank. The Charge card is a cash collaterised credit card, where the collateral is fixed, and the Web Surfer card is a prepaid card that is used exclusively on the internet.

What classes of credit cards are available?

We have the classic red, the gold and platinum. The limits available to the classes are as follows:
Classic Red $500 - $2,000
Gold $2,500 - $7,000
Platinum $7,500 - $10,000

How much can I have on a Charge card?

Can I have more than one product type (e.g. the credit card and the Charge card)?

Can I have more than one product type (e.g. the credit card and the Charge card)?

Yes you can. In the case that you already have a credit card, simply pick an application form from your branch, or any branch. Return the completed form to the same branch, along with the amount required as collateral for a Charge card.

Can I migrate from one MasterCard product class to another e.g. from classic red to gold?

Yes you can. This will be determined by your credit history.

What currency are the cards denominated in?

All master card products are currently US dollar denominated.

What is the collateral for Charge Cards?

The collateral amount required for Charge card is 120% of your card limit. This is collateral is fixed, Example: Card limit of $500 will require cash collateral of $600.

Where can Zenith Bank MasterCard products be used?

Where can Zenith Bank MasterCard products be used?.

What is the difference between a Corporate cardholder and an individual cardholder?

A Corporate MasterCard cardholder is an individual who has obtained his/her card on the account of the company. This means that the company/employer has a responsibility to settle all transactions arising from the use of the card. An Individual MasterCard holder is fully responsible for his/her card settlement.

How can I acquire a Zenith MasterCard product(s)?

You can obtain the application form from any of our branches or from your account officer (where applicable). Complete the application form and return same to the branch, along with the following:

An accepted form of Identification i.e. Drivers' license, International Passport, National I.D Card
Documentation confirming date of employment, annual income/turnover, and position held if you are employed or a copy of your commercial registration if you are self employed
A direct debit mandate. This is a standing instruction for your cash Dom account to be debited and MasterCard account credited with the amount to be settled on the due date.

The completed application should be submitted at the branch where you have an existing accounts relationship in the case of a credit card, and any of the Zenith Bank branches in the case of a Charge card.

Can I use an existing domiciliary account for the card products?

An existing domiciliary account can be used for the card products .This is dependent of the currency of your existing domiciliary account. However, a Cash Dom Account will be opened for you for the purposes of funding your MasterCard account to cover transactions. This means that funds can move from your domiciliary to the Cash Dom Account.

Can I check statements online?

MasterCard balances and statement details can be viewed online. Upon the processing of the customers request, internet banking log-in details are also prepared for the customer to enable him log in (through our website) and view transactions online.

How can I settle card transactions?

For the Credit Card- the instructions contained in your Direct Debit Mandate Letter will be applied on the settlement date to settle your account. This currently can be 30% or 50% of your expended limit, depending on your chosen option. For the Charge Card- the instructions contained in your Direct Debit Mandate Letter will be applied on the settlement date to settle your account to the extent of the value expended. You will be required to fund your account to the tune of 100% of the expended card limit on settlement date. Please note that the settlement date is the 30th of every month.

What is a Direct Debit Mandate Letter?

A Direct Debit Mandate Letter is a written instruction which authorizes Zenith Bank Plc to automatically draw funds from your Cash Domiciliary account to settle transactions arising from the use of your MasterCard on a monthly basis.

Can I at any time within the month offset my card outstanding balance?

Yes. You would need to ensure that your Cash Dom account is adequately funded. You will also be expected to provide a written instruction to your accounts officer or the Customer Service unit at your branch, for your Cash Dom account to be debited and MasterCard account credited with the amount to be settled.

What are the charges accruing from cards acquisition and use?

Interest rate is currently at 2%, and shall be applied on outstanding Retail portion immediately after the settlement date. Cash withdrawals will start to accrue interest from the date of the transaction until the portion is settled. Also a monthly fee of $5 only shall be charged on all cards. Penalty charges will apply where there are cardholder defaults.

Do I have to pay an extra fee for the Direct Debit Mandate letter?


How can I edit my account information, such as changing my current mailing address, increase of limit etc?

Please provide the necessary information to your accounts officer, or the customer services unit of your branch. Either of these officers will ensure that the required changes are effected accordingly.

How can I request an additional Card (Supplementary card)?

You will need to contact your relationship officer or the customer services unit of your branch directly. A Supplementary card is issued where a cardholder wishes to allocate a portion of his card limit to another- a spouse, child, sibling etc. A supplementary card holder shares the limit that is available on the principal card holder's card.

What are the features of the Supplementary card?

The features include:
This card must be attached to an active Principle card
Both cards will share the principle's limit
A limit will need to be defined within the existing approved limit (allowed for the Principal card holder) for the supplementary card. The principal card holder can encroach on the limit for the
supplementary card but not vice versa
Available to spend depends on the availability to the principle
Availability to spend depends on the availability to the principal. At termination, both cards are closed

How can I increase the card limit?

Iincrease your card limit, you will obtain, complete and submit the relevant form at your branch. The following criteria will be considered in line with approving such a request:

You may be eligible to request an increase of credit limit only after one year from the approval date (i.e.: upon renewal of your MasterCard Account)
Your credit history
Increase of your monthly income.

What about Settlement of account balances?

Settlement of account balances can be done at any branch of Zenith by making necessary payment into your Cash Dom Account.

What do I do if my card is lost, stolen or damaged?

Immediately ring our Card Services unit or MasterCard International on 234-1-278 2273, 270 0437 or 1 (314) 523 2805 immediately to stop/block your card. Kindly give as much details as possible, including place of loss. Within 5 days, the customer will be expected to provide the bank with a formal letter reporting the loss, as well as a police report and court affidavit, after which the cardholder will be required to execute an indemnity.
***Please check our terms and conditions (for MasterCard requests) for loss procedure.

How can I acquire a new personal Identification Number (PIN)?

Obtain, complete and submit the relevant form at your branch. A new PIN will be prepared for you, and delivered toy our branch for pick-up with 5 working days.

What do I do if I have any issues other issues on my card account?

Kindly contact the Customer Service unit at your branch promptly, or our Card Services unit on 234-1-278 2273, 270 0437 for further directives.

Can I get an emergency card while on travel abroad?

Yes you can. Simply get in touch with your accounts officer and make your request through him/her.

Does MasterCard International (MCI) have emergency lines?

You can contact the emergency customer care center from anywhere in the world on the following numbers:
Telephone: 234-1-01-2782273, 4000
Fax: 1 (314) 523 2805

Debit Card FAQs arrow

What is an Debit Card?

The Zenith Debit Card is an online debit card that represents an electronic means of withdrawing money from your bank account or making purchases with the money in your bank account. The Zenith Debit Card can be used on Zenith ATM's and on any POS, ATM, and KIOSK that is connected to the National Switch – Interswitch. This means that it can also be used on the ATM's of other banks, provided they are on the Interswitch network.

How do I get an Debit Card?

Visit any branch of Zenith Bank Plc, and the Customer Service Unit (CSU) officers will provide you with an application form. You also have the option of visiting our website: www.zenithbank.com, and printing the application and service agreement forms. Completed forms should be returned to the Customer Service unit at your branch, or any other branch of the bank, and the card should be ready in about a week.

How much do I pay to get the Debit Card?

The Debit Card is provided free-of-charge to all Zenith Bank account holders.

Are there transaction charges for using my Debit Card?

Yes, there are transaction charges for using the Debit Card.

What is the maximum amount I can withdraw?

You can make a maximum of N20, 000 per transaction and five transactions per day. In all a customer can withdraw a maximum of N100, 000 in a day.

The ATM machine displays message "Card cannot be Read"

This implies that card chip has been corrupted. Please return the card to the CSU unit of your branch with a letter stating the issue and requesting for another card. A new one will be processed for you.

The ATM machine rejects my card?

Submit a letter of complaint to the CSU unit of your branch with bad/faulty card attached. Staff should send a memo and attach faulty card.

The ATM machine displays the message "Financial Institution Not Available"?

Retry after a few minutes, the network connection is down. If message persists please use another ATM machine.

The ATM machine displays the message "Incorrect PIN"?

Submit a letter of complaint (memo for staff) to the CSU unit of your branch. The official letter of complaint by customer MUST be accompanied by a covering memo from the branch. Details of the letter must include account number and/or PAN.

My card got stuck in the ATM machine?

Report the incidence to your branch's CSU and when the cards are retrieved and dispatched yours will be sent to your branch. This happens when the PIN is entered wrongly up to three times or the card was reported missing and was hot-listed. The cash and teller team members go to the ATM machine periodically to get details of transaction and to physically check the amount of cash remaining in the machine. At such times, they pick cards that are retained by the machine, from any cash center, and send to the E-payment department. E-payment operations staff receives these cards, records the receipt and sends them to the appropriate branches through their dispatch men. If used on another bank's ATM, acquiring bank sends the card to Zenith International Bank. If on a Zenith ATM, liaise with the branch with proof of identification.

I forgot my Debit Card PIN?

Submit a request for a new PIN through the CSU unit of your branch a new PIN will be issued to you.

I have lost my Debit Card?

Submit a request for a new Debit Card to the CSU unit of your branch who will notify us about the expiration of your ATM service. A new Debit Card and PIN will be issued to you.

Can I tie additional accounts to my Debit Card?

Yes you can tie additional accounts to your Debit Card. For fresh requests, there is provision on the application form for the main (default) account number to be documented. There is also the space provided on the same form for the numbers to other accounts (that the customer has, with zenith bank and would like access to).If the customer has got his access codes for a particular account and would like to add another account to the facility, he /she is required to write a letter to the effect. The letter, which must be duly signed by him, must have the following details:
Full names
Account numbers (both existing and new)

This letter should be dropped with CSU from where it will be dispatched to the e-payment unit for processing.

My Debit Card is damaged?

Submit the damaged ATM card to us through your CSU along with a letter requesting for a new Debit Card. A new card will be issued. Always place your Debit Card away from electromagnetic items e.g. mobile phones.

My Debit Card has the wrong Name on it?

Please return the card with a letter requesting for another Debit Card with the correct name on it, to the CSU unit of your branch. A new card will be reprinted for you.

We have received some Debit Cards but are yet to receive their PINs?

Ensure that the cards are dispatched on the system, the CSU acknowledges, and the E-business department issues the PINs.

I want to change the account on my Debit Card?

When closing or changing an account that is tied to an Debit Card please inform us by writing through the CSU unit of your branch.

Internet Banking FAQs arrow

What is Internet Banking?

Internet banking is a real-time solution that allows you to access your accounts 24 hours a day, 7 days a week. You may check your balances, view your account statements and transaction history for your various accounts. You can also transfer money between your accounts, pay your bills, change your password over the Internet all in a secure manner. View our Internet Banking Demo View our Internet Banking Demo

What do I need to make use of this service and how does it work?

Our Internet Banking is easy to use. All you need is a personal computer that is connected to the Internet, any browser of your choice - Microsoft® Internet Explorer and Netscape Navigator/Communicator. Then, open your browser and log on to Zenith Bank Internet Banking website and you are banking online already!

How do I sign-up for Internet banking?

If you are already a customer with Zenith Bank, here are the things you need to do:
Contact your account officer to send you the Internet Banking application form. Upon filling the form , your user access code and password will be given to you. Please read our Electronic Banking terms and conditions...
You can also >> Print the Internet Banking Application Form online.
Click here >> View Account Details, to log to our Internet Banking Application

I'm already signed up for Internet banking. How do I sign-on?

As long as you have Internet connection, Simply open your browser and log on to Zenith Bank website and click on the Internet banking. Enter your Customer Access Code, Username and Password at the prompt.
To get started click on the links below and enter your Customer Access Code, Username and Password.
View Account Details
View our Internet Banking Demo


On Internet Banking Transfers


How secure is Internet Banking?

The information you provide is kept strictly confidential. And the latest electronic encryption technology ensures the secure transfer of information over the Internet. Our banking service is safe. Because account security is important to us, we have built safety measures into Zenith Bank which reflect the importance of this issue. You'll be allowed to change your own password, and all information sent and received is encrypted.

Does Zenith Bank charge to use the Internet Banking Application?


I am having problems Accessing the Internet Banking application and viewing my account statements, what could be the problem?

Be sure you are connected to the Internet and you are currently logged on to the Internet banking application. If you are on a dial-up connection, viewing statements may be very slow due to the poor Internet connection. However, we encourage you to have patience and click refresh often for the page to show.

What if I forget my Customer Access Code, Username and Password?

If you forget your Customer Access Code, Username and Password, You should Contact us and we will send them to you.

Can I view all my Accounts via the Internet, Including my accounts at other branches of Zenith Bank?

Yes, You can view all your various accounts. Our Banking package enables you to view your accounts both at the head office and the branches.

How secure is my transaction?

The safety and confidentiality of customers' personal information is our top priority. The security system makes use of the latest in technologies, standards, and business practices to guarantee customer security including: Firewall Protection, Password Security and Data Security, Secure Socket Layer (SSL), Audits and Inspections, Data Integrity, and Physical Security

How often can I transfer funds?

You can transfer funds 24 hours a day, seven days a week through the convenience of your computer up to the maximum daily transfer limit of =N=300,000 (Three Hundred Thousand Naira) per account and a maximum daily limit of three transactions per account.

How long does it take to transfer funds?

Initial approval usually occurs within a 48 hour period, but may take up to three business days. Once any account has been approved, funds may be transferred at your convenience and will usually take five minutes for transferred funds to be accessible.

Can I transfer funds either internationally or to other funds transfer companies such as Western Union?

Yes, you can transfer foreign currency to any bank account worldwide from our Internet Banking platform. You must, however, have a Domiciliary Account and a hardware security token to authenticate the transfer. With this powerful functionality available to our customers, you would have no need for funds transfer companies like Western Union.

How does the approval process work?

The Zenith Bank Inter Account Transfer approval process consists of basic verification of the information that you provided. The 'To Account' of the beneficiary account will be checked against the database for validity of the account. The approval process is done to ensure the safety and security of your transaction.

When I entered an amount to be transferred and submitted the transfer, I received the message" Please enter valid amount "

When entering the naira amount of your transfer, do not enter "=N=". Hit the back button on your browser and re-enter the naira amount entering only numbers.

When I am entering the requested Zenith Bank Inter account transfer information, what goes in the Transaction Description Box?

Though this is an optional field, it is for your personal use. You can enter any descriptive word or sentence that helps you identify the transaction.

What if I Have Another Question?

You may e-mail us at zenithdirect@zenithbank.com or call us at 234-1- 2787000, 2927000, 4647000, 0700ZENITHBANK during our customer service Hours. We look forward to serving you!

Cashless Lagos FAQs arrow

What is the CBN cash policy?

* The CBN cash policy stipulates a daily cumulative limit of N500,000 and N3,000,000 on free cash withdrawals and lodgments by individual and corporate customers respectively in the Lagos State with effect from March 30, 2012. Individuals and corporate organizations that make cash transactions above the limits will be charged a service fee for amounts above the cumulative limits.

* Furthermore, 3rd party cheques above N500, 000 shall not be eligible for encashment over the counter with effect from April 1, 2012. Value for such cheques shall be received through the clearing house.

* Banks will cease cash in transit lodgment services rendered to merchant-customers with effect from January 1, 2012.

Does the cash policy mean there will not be cash in circulation or people are not allowed to use cash?

No. There will still be cash in circulation. The cash policy aims at reducing the usage of cash and increasing the use of alternatives to cash due to the negative consequences of cash usage.

Does the cash policy mean a customer of a bank will be denied access to his money?
Are there any restrictions on the amount of cash customers can pay in or withdraw?
As an account holder can I withdraw more than N500,000 over the counter?

* No. The cash policy allows you to use any amount of money from your account electronically. However, if you wish to withdraw cash above the daily free cumulative limit of N500,000 and N3 million for Individuals and corporate organizations respectively, you will be charged a service fee on amounts above the cumulative limits with effect from March 30, 2012.

* The policy does not restrict the amount of cash that an individual can withdraw or deposit. It just says that they will have to pay service fees on the excess cash.

When is the cash policy taking effect?

* The cash policy takes effect on January 1, 2012 in Lagos as pilot
* Nationwide implementation of the policy will commence from January 1, 2013

When will the charges begin?

The charges on cash deposit/withdrawal above the set limit will begin FROM March 30, 2012.

Can 3rd party cheques still be cashed over the counter?

3rd party cheques can be cashed over the counter till March 30th 2012.

How much will I be charged when I deposit or withdraw cash above the limit?

* As an individual you will be charged 2% of the amount deposited or 3% of the amount withdrawn over the limit.

* As a corporate entity you will be charged 3% of the amount deposited or 5% of the amount withdrawn over the limit.

Will the charges be applied per transaction, daily or monthly?

* Charges will be applied daily, since it requires the total daily amounts above the limit.

Is the policy on third party cheques immediate or will it take effect from March?

* The policy takes immediate effect. However, Banks are encouraged to accommodate their customers and educate them that from March there will be no accommodation.

If I withdraw N550, 000 which is above the limit how will I be charged?

You will be charged the processing fee on N50,000.00 ONLY

Can I issue multiple cheques of N500,000 each on the same day and not breach the policy?

No. The limit is on daily cumulative cash withdrawal/deposit AND NOT per withdrawal. So, If the cheques are going to be lodged into an account it is allowed but if the cheques are for withdrawals you breach the policy.

Will a signatory to a corporate account be allowed to withdraw on the corporate account over N500,000 since he is one person?

If a representative and signatory to a corporate account present a cheque on behalf of his company, it is considered a corporate withdrawal and he can cash up to N3, 000,000 cumulatively on that account.

Can I withdraw more than once but not exceeding N500,000 each?

Yes, you can withdraw more than once and NOT breach the policy provided your cumulative withdrawals per day do not exceed N500,000

Are we going to be reported for depositing or withdrawing more than N500,000?

There will be no reports on individuals or corporates that exceed the limits. It is not illegal to exceed the limits; it is just that there will be a processing charge applied.

Why is CBN introducing the cash policy and what are the benefits of the new policy?

* To enable the achievement of the nation's vision 2020 objective

* To reduce huge cost associated with cash handling (printing, storing, processing, distributing, etc)

* To reduce risk of robbery

* To increase convenience/access to payment (more payment options)

* To enable more transparency in payment systems, and allow for more effective monetary policy

What are the alternatives to cash payments?

* Any of the under listed channels can be used for electronic transactions instead of cash;

* Point-of-sale (POS) terminals

* Mobile payment system

* Internet banking

* Multi-functional ATM

* Electronic Funds Transfer Systems

* Direct debit for regular in nature bills payment

Must I use all the alternative payment channels?

* You can use any one that suits your need;

* You can equally use more than one or all depending on your needs, but it is not a must for you to use all

How do I get a POS as a merchant and what does it cost me to have it?
Is there any charge on the amount spent by a customer in my shop?

* If you ask your bank they will give you a POS terminal, most likely free of charge depending on your transaction volumes.

* You will only be paying 1.25% of the transaction (amount spent by customer) subject to a maximum of N2000 per transaction.

What if I Have Another Question?

You may e-mail us at zenithdirect@zenithbank.com or call us at 234-1- 2787000, 2927000, 4647000, 0700ZENITHBANK during our customer service Hours. We look forward to serving you!

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