Fidelity Bank Customer Care: How to Reach Support and Get Fast Resolution

Customer care at Fidelity Bank is designed to handle everyday banking needs quickly—card issues, transfers, online banking access, account updates, and fraud alerts—without requiring a branch visit. This guide explains how to reach the right team, what to expect for response times, the information you’ll be asked to provide, and how to escalate complaints if needed.

Because “Fidelity Bank” exists in more than one country, start by confirming which institution you bank with. The two most commonly referenced are Fidelity Bank Plc in Nigeria and Fidelity Bank Ghana. The fastest route to accurate contact details is always the official website or your bank’s mobile app.

Identify the Right Fidelity Bank (Nigeria vs. Ghana)

Fidelity Bank Plc (Nigeria) serves retail and corporate customers across Nigeria and operates the Fidelity Mobile app, Fidelity Online Banking, and USSD short code services. Its official website is https://www.fidelitybank.ng. The site publishes verified phone numbers, email addresses, and service updates, and links directly to the mobile apps on Apple App Store and Google Play.

Fidelity Bank Ghana serves customers across Ghana and runs its own digital channels and contact center. Its official website is https://www.fidelitybank.com.gh. You’ll find the “Contact Us” section there with phone lines, email addresses, and live chat entry points. Always cross-check any number you find elsewhere with the website before you call.

If you are unsure which bank you use, check your debit card’s back side for the website/phone details or open your mobile app’s “Help,” “Support,” or “About” screen. Never rely on contact details sent via unsolicited SMS or social media DMs.

Customer Care Channels and Availability

Both Nigeria and Ghana operations run multi-channel support: phone, email, in-app chat or secure messaging, social media, and branch service desks. Phone support is typically available 24/7 for urgent cases such as card blocks, suspected fraud, or transaction disputes. For non-urgent matters (e.g., statement requests, account profile updates), secure in-app messages or email provide a clear audit trail and are appropriate.

Digital self-service covers most routine needs. In Nigeria, the USSD short code is *770# on registered lines, allowing quick actions like balance checks, transfers, airtime, and, in some versions, card controls or account restrictions. The mobile app and online banking portals offer card freeze/unfreeze, PIN change, statement downloads, beneficiary management, and payment limits without calling support.

Social media support teams can help with general guidance but will not ask for sensitive details (full card number, OTP, full PIN). They will redirect you to secure channels for account-specific help. Treat any request for an OTP on social media as a red flag.

Service Hours and Expected Response Times

Phone lines for both markets generally operate 24/7 to handle urgent issues. Email and in-app secure messages are processed during extended business hours, with first responses commonly within one business day for straightforward requests. Complex investigations (card chargebacks, disputed transfers, compliance reviews) take longer and follow network or regulatory timelines.

Branch counters typically open on weekdays, often around 8:30–9:00 a.m. to 4:00–5:00 p.m. local time, with limited Saturday service at select locations. Hours can vary by branch and city; check your local branch page via the official website before visiting.

For transaction disputes, domestic transfer reversals are often resolved within a few business days if counterparties cooperate; card network chargebacks can take 30–45 days (or more) due to scheme rules and merchant acquirer investigations.

What to Have Ready Before You Contact Customer Care

Preparing a few details in advance speeds up verification and resolution. Banks must authenticate you before discussing account-specific information, and they’ll need key data to trace transactions quickly. Having precise timestamps and references helps reduce back-and-forth and shortens investigation time.

For phone or in-app support, keep your registered phone number on hand and ensure you can receive one-time passwords (OTPs) if two-factor authentication is triggered. If you’ve changed phones or SIM cards, tell the agent; they may need to update your contact details or perform additional checks.

• Identity and account: full name as on the account, date of birth, and your customer/account number or BVN (Nigeria) where required.
• Transaction details: amount, exact date and time, channel (ATM, POS, online, mobile app, USSD), beneficiary details, and any reference numbers shown on receipts or app screens.
• Device/app info: phone model, app version, and any error codes or screenshots (for digital banking issues).
• Card details for disputes: the last 4 digits only; never share the full PAN, CVV, PIN, or OTP.
• Proof where applicable: receipts, merchant invoices, reversal SMS, or screenshots showing failed/duplicate transactions.

Common Requests and Fast Self‑Service Fixes

Lost or stolen card: Immediately freeze the card in your mobile app (Card Control or equivalent). If you do not have app access, call the verified customer care line from the official website and request a block; this takes effect almost instantly. Replacement cards can then be requested via the app or at your branch; bring valid ID when picking up the new card.

Login or password reset: Use the “Forgot Password” or “Reset PIN” option in your app or online banking. You’ll typically authenticate with your registered phone number, OTP, and security questions. If you’re locked out after multiple attempts, contact customer care to remove temporary holds and re-enroll.

Failed or reversed transfers: For transfers debited but not received by the beneficiary, lodge a complaint with the exact reference. Keep the beneficiary on copy if using email. Many intra-bank issues auto-reverse within minutes to hours; interbank reversals often complete within 24–72 business hours. Escalate with proof if the window lapses.

Escalation Paths, Formal Complaints, and Regulatory Avenues

If a first-line agent cannot resolve your issue, request escalation to a supervisor or a specialized desk (e.g., cards, e-banking, or trade services). When lodging a formal complaint, ask for and record a case ID. Document the date/time, the agent’s name, and a summary of what was agreed. This record is essential if you need to follow up or seek external mediation.

Each country’s regulator sets expectations for complaint handling. In Nigeria, banks follow Central Bank of Nigeria (CBN) consumer protection standards; in Ghana, oversight is by the Bank of Ghana. If internal timelines are exceeded without resolution, you can escalate with your documentation through the regulator’s consumer complaint channels listed on their official websites: https://www.cbn.gov.ng (Nigeria) and https://www.bog.gov.gh (Ghana). Use these avenues only after you have completed the bank’s internal complaint process.

For chargebacks and merchant disputes, understand that card network rules govern evidence and deadlines. Provide clear proof (refund promises, duplicate billing, non-delivery) within the timeframe stated by the bank to avoid case closures for “insufficient documentation.”

Security Red Flags and How to Stay Safe

Fraudsters often impersonate bank staff, especially during periods of heavy transaction activity. Fidelity Bank will never ask for your full card number, CVV, PIN, or OTP over the phone, email, chat, or social media. If anyone requests these, hang up and call the verified number from the official website.

Always type website addresses yourself or use saved bookmarks; avoid clicking links in unsolicited emails or messages. For USSD, dial the code exactly as published on the bank’s site (for Nigeria: *770#) from your registered number. If something looks off—spellings, odd domain names, or pressure to act immediately—it probably is.

• Only call numbers listed on https://www.fidelitybank.ng or https://www.fidelitybank.com.gh; do not trust numbers sent via SMS or social DMs.
• Never share OTPs; bank staff do not need them. OTPs are for you to authorize your transactions.
• Use card freeze in the app at the first sign of suspicious activity; unfreeze only after confirming safety.
• Set transaction limits in-app and enable alerts for all debits; act within minutes if you see an unauthorized charge.
• Keep your phone, SIM, and email secure with strong PINs/passwords and biometric locks; update compromised details immediately with customer care.

If You Meant Fidelity Investments (U.S. Brokerage), Not the Bank

Many customers search for “Fidelity Bank” when they actually intend to contact Fidelity Investments, the U.S. brokerage and retirement provider. This is a different company from the African retail banks referenced above. Fidelity Investments handles brokerage accounts, IRAs, 401(k)s, and cash management accounts, not standard retail bank branches.

If that’s your need, visit https://www.fidelity.com/contact-us or call 800-343-3548 (U.S.) for general service. Verify hours and department-specific numbers on the contact page, as trading support, retirement, and employer plans have different lines and hours. Do not use these details for Fidelity Bank Plc (Nigeria) or Fidelity Bank Ghana.

When in doubt, check the logo on your card or statement and match it to the correct website before sharing any information. Choosing the right institution upfront will save time and protect your account.

Is 800 343 3548 a legitimate fidelity number?

If you have arranged to have direct deposits made to your Fidelity Account or Fidelity Mutual Fund Account, at least once every sixty (60) days from the same person or company, you can call Fidelity at 800-343-3548 to find out whether or not the deposit has been made.

How do I chat with Fidelity Bank on WhatsApp?

Contact Us

1. Call Us. General Enquiry: 0700 343 35489. From abroad: 0908 798 9069.
2. WhatsApp. TrueServe: 0903 000 5252. Chat with IVY: 0903 000 0302.
3. Email. [email protected].

Does Fidelity have 24-7 customer service?

Call Fidelity
You can contact us by phone Monday – Friday, 8:30 a.m. – 8:30 p.m. ET.

What is the fidelity phone number 800-835-5095?

How do I contact a Fidelity Service Representative? For help with your workplace accounts, you may contact Fidelity at 800-835-5095.