Customer Service

OPEN AN ACCOUNT

OPEN AN ACCOUNT

• 24-hour access to accounts.
• Transfer of funds
• Balance enquiries
• Printing of mini statements and account statements.
• Cash withdrawals, e.t.c.

• Look at the Screen, Insert your card when prompted to do so, with the red surface facing up and ensuring that the edge with the white arrow sign goes in first.
• Enter your PIN number (4-digit number) using the keypad and press the “PROCEED” button.
• From the list of transaction types, select the “INQUIRY” option. Select “CHECKING” for current account, “SAVINGS” for savings account and “CREDIT” for mastercard account.
•  Choose ‘YES’ if you want to do another transaction otherwise ‘NO’ to end transaction.
• Remember to pick up your card on completion of transaction.

NB: Be sure your account type is linked to your card. Making a “BALANCE INQUIRY” on an account that is not linked to your card will generate an error “invalid account selected”

•  Insert your card when prompted to do so, with the red surface facing up and ensuring that the edge with the white arrow indication goes in first.
• Enter your PIN number and press the “PROCEED” button.
• From the list of transaction types, select “WITHDRAWAL”
• Select “CHECKING” if you are withdrawing from your current account , “SAVINGS” to withdraw from your savings account, or Credit to withdraw from your mastercard account.
• Select from the list any amount you intend to withdraw. Otherwise select ‘OTHERS’ if the amount you want to withdraw is not in the listing. Enter the amount you want to withdraw e.g. D2, 500.00 and
  press the ‘PROCEED’ button to process your transaction.
• Choose ‘YES’ if you want to do another transaction otherwise ‘NO’ to end transaction.
• Remember to pick up your card on completion of transaction.

NB: The maximum amount you can withdraw per transaction is D3,000.00. While the maximum you can withdraw in a day is D15, 000.00. i.e maximum of five transactions per day. However, for non-Zenith customers, you will need to confirm from your Bank the maximum number of times you can withdraw daily.

•  Insert your card when prompted to do so, with the red surface facing up and ensuring that the edge with the white arrow indication goes in first.
• Enter your Pin number and press Proceed button to continue
• Select “TRANSFER”
• Select the source account (CHECKING for current, SAVINGS, or CREDIT for MasterCard account)
• Select your destination account
• Enter the amount to transfer and press the Proceed button
• Choose ‘No’ to complete the transaction or ‘Yes’ to continue with another transaction.

•  Funds transfer is now enabled for Zenith customers to transfer between their Current and Savings account.
• Keep your card away from your cell phone, or any magnetic material as its capable of wiping out card information from your card, thereby rendering it useless.
• Be smart enough to pick your card or cash as soon as the ATM ejects it. Further delay might cause the ATM to retain your card or cash.

Email
 enquiry@zenithbank.gm

Email:
enquiry@zenithbank.gm

Damaged bank cards
If your bank card is damaged or destroyed, please contact us through the following numbers: (220) 4399471, 4399474, 4399475

Email:
enquiry@zenithbank.gm

Email
enquiry@zenithbank.gm

Seized Card
If your card has been seized by an ATM, please call (220) 4399471, 4399474, 4399475

Email
enquiry@zenithbank.gm

• Avoid opening suspicious e-mails – if an e-mail seems suspicious or you cannot confirm the source of an e-mail, rather delete it.
• Only provide your credit card details to reputable companies.
• Do not make your passwords too personal – rather create passwords that have letters and numbers that cannot be attributed to you.
• Never provide your accesscode or password/PIN to anyone, never write them down or share them, not even with a bank official.
• Never provide your online ID or password/PIN to any site that you do not recognise and fully trust.
• To ensure that you are using a secure shopping site, look for the lock and key and security certificates online. This icon is not a guarantee of a secure site, but might provide you some assurance. Don’t trust a site just because it claims to be secure
• If you go directly to the site, check for indicators that the pages are secure, such as a padlock symbol at the bottom of the page and a URL that begins with “https” instead of “http”

This questionnaire acts as an aid to firms conducting due diligence and should not be relied on exclusively or excessively. Firms may use this questionnaire alongside their own policies and procedures in order to provide a basis for conducting client due diligence in a manner consistent with the risk profile presented by the client.

VIEW QUESTIONNAIRE

However, we have uncovered several fictitious websites of some unscrupulous persons sending emails, letters and telephone calls to unsuspecting members of the public by impersonating Directors or staff of the Bank and claiming:

• To have access to huge US dollar deposits in the Bank held in the names of deceased persons.
• Huge US Dollar contract sums due for payment.
• To offer employment in the Bank on outrageous terms and conditions.

Consequently, we expressly dissociate the Bank from any transaction entered into on the strength of such scam mails/correspondence or any other representation made via any of the fictitious websites/e-mail addresses. Also, be informed that our transactions on the internet are all in Nigerian legal tender i.e. DALASI and not in other foreign currencies, such as Pounds Sterling, Dollars, etc. Please note that we do not initiate and/or conclude our banking transactions on the web.

• The Bank will not be liable for any loss incurred by any person who deals with the imposters contrary to its advice.
• In the event that you receive this kind of solicitation mails/letters, please disregard the senders.

At Zenith Bank we will never ask our customers for any personal information by e-mail or refer them to any url that did not emanate from Zenith Bank. If you think you have received a fraudulent email referring you to such a url, before deleting it, please attach it to a new email and send it to enquiry@zenithbank.gm

To protect yourself from these scam emails, always observe the following safety tips:

1. NEVER divulge your full Internet banking Access code, Username and Password or your ATM PIN.
2. NEVER respond to an e-mail that asks for your confidential or personal security information.
3. ALWAYS verify the url where you are entering your login details. Our authentic internet banking url is: https://ibank.zenithbank.com/internetbanking/
4. Install and maintain anti-virus software.
5. Install and activate a Personal Firewall.
6. Keep your computer software up to date.

• Sign the signature stripe on the back of your credit card as soon as you receive it.
• Never let anyone else use your card.
• Keep your card in a safe place.
• Don’t let your card bend or get scratched.
• Keep your card away from magnetized objects and phones.
• Get your card back anytime you use it.
• Keep your card transaction(s) and ATM receipts to check against your statement.
• Read correspondence from your bank before discarding as they may contain important card
  account information and not just marketing material.

Online Transactions

• Make sure the online shop is reputable. Get more information if unsure.
• Check if the online shop has a Return and Refunds policy.
• Use a secure browser connection when entering card details.
• Check that the site URL begins with “https” or look for a locked padlock or unbroken key
  symbol at the bottom right of your browser window.
• Don’t make your password/CVV easily identifiable and don’t disclose it to anyone.
• Print out a copy of the transaction record for any online purchase you make

Fraud Prevention/ Detection

• Check your account balance regularly.
• Call us immediately on (220) 4399471, 4399474, 4399475 if you suspect fraudulent transactions.
• Keep your card in a safe place where no one else has access to it.
• Keep your card in sight at all times to ensure no one copies your card details (to avoid skimming/cloning)
• Never send your Credit Card number by email
• The Bank will never ask you to update your card details online or via email.
• Report any request to do so immediately to the Bank.

Phone Transactions

• Don’t give your card details when you have initiated a call to a company you are not familiar
  with.
• Keep your card in sight at all times to ensure no one copies your card detail.

Pin Protection

• Memorise your PIN, don’t ever write it down.
• Never tell anyone else your PIN.
• Don’t choose a PIN that is easily associated with you e.g. your birth date.
• Don’t let anyone see your PIN when using ATMs or POS.
• Change your PIN periodically, and if you think it may have been compromised, change it immediately.
• Use a different PIN for different cards.

NOTE

If your card is stolen or lost or your PIN is compromised, Please notify us immediately.

Criminals are soliciting clients of financial institutions by email in an effort to illegally obtain personal information. The email and website addresses given may appear almost identical to those of legitimate financial institutions. In an attempt to trick you into supplying sensitive personal data, they will claim that there is a problem with an account and will provide a link to a site that may look authentic. You will be asked to input personal information such as Bank Account Numbers, Usernames, Passwords and Customer Access Codes. This fraudulent practice is often called “Phishing” or “Spoofing”.

If you receive an email that appears to be from Zenith Bank Gambia and fits this criteria, contact us immediately:

Email: enquiry@zenithbank.gm
Telephone: (220) 4399471, 4399474, 4399475
Office Address: 49 Kairaba Avenue, Fajara K.S.M.D., P.O. Box 2823, Serrekunda, The Gambia.

IMPORTANT: If you receive an email from an individual or a company requesting personal information or financial assistance, do not provide it or click on a link – even if it looks like a legitimate request.

Below is a sample of a Phishing e-mail:

…………………………………………………………………………………..
From: Zenith Bank [mailto:service@zenithbankltd.com]
Sent: Monday, May 9, 2005 6:50 PM
To: Jonah, Chuks; jonah.chuks@consultant.com
Subject: Internet Banking Issue

Dear Zenith Bank valued customer,
Due to concerns, for the safety and integrity of the online banking community we have issued this warning message.

It has come to our attention that your account information needs to be updated due to inactive customers, fraud and spoof reports. If you could please take 5-10 minutes out of your online experience and renew your records you will not run into any future problems with the online service. However, failure to update your records may result in your account suspension. This notification expires on May 13, 2005.

Once you have updated your account records your internet banking service will not be interrupted and will continue as normal. Please follow the link below and renew your account information.

Zenith Bank Gambia

How can I protect myself?

• Do not share your Online Banking Customer Access Code, Username and Password or any other login information, with anyone.
• Do not store this information on your computer. If you write your Customer Access Code/Password down, keep them in a safe place where they will not be easily found by others.
• If you receive an email and are not sure if it is legitimate, go directly to our website (http://www.zenithbank.gm) and login from there; do not click on the link provided in the email.
• Do not be intimidated by an email that suggests dire consequences if you do not provide the information immediately.

Internet Banking is a safe way to make banking easier. However, there is need to bank safely online.

Our Security Features

At Zenith Bank we know that issues like security, protection from fraud and personal privacy mean as much to you as they do to us. With that in mind, we have implemented advanced security measures on our state-of-the art website that employs 128-bit encryption, the highest level of protection for financial transactions. You can recognize this at the address bar which begins with ‘https’. This encryption technology ensures that data passing between your computer and the Bank is secure and that your accounts cannot be accessed by anyone else online. Our log in process also requires the use of a unique customer access code, username and password. This provides another layer of security.

Online Certificate

Online certificates are issued by trusted third party companies (e.g. Entrust) and let users know that a site is genuine and secure. On our Internet Banking, this is indicated by the padlock symbol at the bottom of your browser screen.

Firewall Protection

In addition to using encryption, we also have firewall protection software and devices that are used to prevent unauthorized access to our systems.

Your Responsibilities

At Zenith Bank, we view ourselves as your financial partner, which is why we are willing to go the extra mile to ensure you have complete confidence and peace of mind in your Internet Banking experience with us. In general;

• Never respond to an email that asks for your login or personal security details.
• Keep your customer accesscode, username and password confidential.
• Log off your account when leaving your computer. Just click log off at the top of the page when you are finished with your Internet Banking session. We have also tried to help in this regard by setting our Internet Banking service to automatically log you out after 10minutes of inactivity.
• Report any unauthorized activity immediately. Be sure to review your account activity or
  transaction history and report to us if there is any irregularity. Send email to ebusines@zenithbank.com or call us on 234-1-2787000 or 234-1-2927000

Protection from Internet Fraudsters

Internet fraudsters purporting to be Zenith Bank staff have been sending scam emails to the public telling them about huge US Dollar deposits in their account. Please ignore any such email. In response to this, we have a “Scam Alert” link on our website alerting the public about this.

Beware!!!

Please be informed that www.zenithbank.com remains the only authentic and genuine website of Zenith International Bank Limited whose registered head office is at Plot 84, Ajose Adeogun Street, Victoria Island, Lagos Nigeria.

• However, we have uncovered several fictitious websites of some unscrupulous persons sending emails, letters and telephone calls to unsuspecting members of the public by impersonating Directors or staff of the Bank and claiming: To have access to huge US dollar deposits in the Bank held in the names of deceased persons and huge US Dollar contract sums due for payment.

Consequently, we expressly dissociate the Bank from any transaction entered into on the strength of such scam mails/correspondence or any other representation made via any of the fictitious websites/e-mail addresses. Also, be informed that our transactions on the internet are all in Nigerian legal tender i.e. NAIRA and not in other foreign currencies, such as Pounds Sterling, Dollars, etc. Please note that we do not initiate and/or conclude our banking transactions on the web.

The Bank will not be liable for any loss incurred by any person who deals with the imposters contrary to its advice.

In the event that you receive this kind of solicitation mails/letters, please disregard the senders.

Please protect yourself online by following these simple steps:

1. NEVER divulge your full Internet banking access code, username and password or your ATM pin.
2. NEVER respond to an e-mail that asks for your confidential or personal security information.
3. ALWAYS verify the url where you are entering your login details. Our authentic internet banking url is: https://onlinebanking.zenithbank.gm/Individual
4. Install and maintain anti-virus software
5. Install and activate a Personal Firewall
6. Keep your computer software up to date.

Customers of many banks and other financial institutions, including Zenith Bank have been receiving e-mails that appear to come from their own bank. These emails are examples of a common type of email fraud known as ‘phishing’. These e-mails are completely random and are not from Zenith Bank. They are fraudulent attempts to obtain personal details. Please, do not respond to them.

At Zenith Bank we will never ask our customers for any personal information by e-mail or refer them to any url that did not emanate from Zenith. If you think you have received a fraudulent email referring you to such a url, before deleting it, please attach it to a new email and send it to enquiry@zenithbank.gm

If you think you may have responded to a phishing email with your Internet Banking logon details, please call us immediately on (220) 4399471, 4399474, 4399475.

Zenith Bank Gambia

Account Opening
For questions about your current/savings/fixed deposit account or all other accounts –
enquiry@zenithbank.gm
+2204399471, +2204399476

Internet Banking
For questions about your Internet banking account-
enquiry@zenithbank.gm
+2204399471, +2204399476

Card Services
For questions about your Card (MasterCard, Vpay, VisaCard and any other type of card)
enquiry@zenithbank.gm
+2204399471, +2204399476

Corporate Internet Banking
For questions about our Corporate Internet Banking
enquiry@zenithbank.gm
+2204399471, +2204399476

Head Office

49 Kairaba Avenue,
Fajara K.S.M.D.
P.O. Box 2823, Serrekunda
The Gambia.

E-mail: enquiry@zenithbank.gm