FirstBank Customer Care Nigeria: Complete, Practical Guide

What “FirstContact” Is and How It Helps

First Bank of Nigeria Limited (founded in 1894) runs a 24/7 contact centre branded “FirstContact.” It is designed to handle everything from simple balance enquiries and card PIN resets to complex dispute resolution for failed transfers, POS/ATM chargebacks, and account security incidents. Whether you bank via FirstMobile, FirstOnline, USSD, or at a branch, FirstContact is the single point of coordination for support.

The team provides round‑the‑clock assistance, including public holidays, and can authenticate you securely to take action on your account when required. When you contact them, ask for a case ID; this reference number allows you to track status, submit supporting documents, and escalate if needed.

Direct Contact Details You Can Use Immediately

Use the channels below for fast, official support. Keep your case ID from the first interaction and refer to it in all follow‑ups to avoid duplicated handling.

• Phone (24/7 FirstContact): +234 1 448 5500; +234 708 062 5000; +234 1 905 2326
• Email (support): [email protected]
• Website (Contact/Help): https://www.firstbanknigeria.com — navigate to “Help” or “Contact Us” for live updates and forms
• WhatsApp (ChatBanking and support): +234 812 444 4000
• Twitter (service handle): https://twitter.com/FirstBankngr — send a DM with only non‑sensitive details; they will direct you to secure verification
• Facebook: https://facebook.com/firstbankofnigerialimited
• Head Office (for official correspondence): Samuel Asabia House, 35 Marina, Lagos Island, Lagos, Nigeria

If you call from outside Nigeria, dial with the +234 country code. For email, include your full name, masked account details (e.g., 012*****89), phone number linked to the account, a concise description of the issue, timestamps, transaction IDs, and screenshots where applicable. Never include card PINs or OTPs.

Fast Self‑Service and Emergency Actions

Many issues are resolved faster via self‑service, especially outside branch hours. These tools are integrated with FirstBank’s fraud controls and can immediately secure your account or complete routine transactions without waiting in queue.

• USSD Banking: *894# (on your registered phone) for transfers, airtime, data, bill payments, balance, and mini statements
• Emergency Account Lock: *894*911# (on your registered phone) to instantly freeze account transactions if you suspect compromise or lose your phone/card
• FirstMobile App: biometric login, card controls (on/off, channel limits), cardless ATM withdrawals, and in‑app support tickets
• FirstOnline (web): retail and corporate banking portal for statements, bulk payments, and secure messaging with support
• WhatsApp ChatBanking: +234 812 444 4000 for selected transactions and quick queries; they will redirect to secure verification when needed

If a transfer or card transaction fails, first check pending debits in FirstMobile/FirstOnline, and confirm with the recipient. Many failed NIP transfers auto‑reverse within minutes to a few hours. If not reversed, log a dispute promptly with exact timestamps and the Session ID/Reference.

What Customer Care Can Resolve and What to Have Ready

FirstContact handles: failed transfers (NIP), POS/ATM disputes, card replacement requests, chargebacks on local/international card transactions, mobile/app login issues, profile updates, statement requests, loan and card enquiries, FirstMonie agent issues, and fraud alerts. They also guide on BVN‑related problems, account reactivation, and limits/fees per product.

Before calling or emailing, prepare: your full name, the phone number linked to the account, a masked account number, last successful transaction amount/date for verification, transaction references (RRN/Stan, Session ID, Merchant ID), device type/app version (for app issues), and any screenshots of error messages. For card issues, keep the last four digits of the card only; never disclose full PAN, CVV, PIN, or OTP.

For corporate accounts, have your mandate information and the authorized user’s details ready. If the matter involves a third party (e.g., beneficiary bank), customer care may request you to obtain a soft confirmation from the beneficiary to speed up interbank tracing.

Turnaround Times, Tracking, and Escalation

You should receive a case ID immediately for phone/WhatsApp interactions or within minutes via auto‑reply for email submissions. Keep this ID in all correspondence. Failed instant transfers are often resolved within 1–3 business days once a trace is opened; POS/ATM local disputes typically take several business days; international card disputes and chargebacks may require up to 30–45 days depending on scheme rules and merchant acquirers.

If you do not get an update by the advised due date, follow up quoting your case ID. Ask the agent to confirm the current status, any dependencies (e.g., response from another bank), and a revised ETA. You can request a transcript of earlier interactions or a summary of steps taken to date.

If dissatisfied after the bank’s final response or after the maximum resolution window communicated to you, escalate in writing to FirstBank (reply on the same case ID and state “Formal Complaint – Requesting Escalation”). If still unresolved, you may approach the Central Bank of Nigeria’s Consumer Protection channels; see the current process at https://www.cbn.gov.ng/contacts/complaints and attach your case history and evidence.

Security, Fraud, and How to Minimize Risk

Use the emergency code *894*911# immediately if your phone or card is lost, you suspect SIM‑swap, or notice unauthorized transactions. Then contact FirstContact by phone to document the incident, open a fraud ticket, and receive next steps (card hotlisting, password reset, and device de‑registration). Acting within minutes materially increases recovery chances.

FirstBank will never ask for your full card number, CVV, PIN, or any OTP over phone, email, DM, or WhatsApp. If anyone requests these, end the conversation and call the official lines listed above. For app security, enable biometrics, update the app only from official stores, and avoid public Wi‑Fi for transactions.

For dispute evidence, keep SMS alerts, push notifications, receipts, ATM journal numbers, and screenshots. When merchants process a reversal, ask for a reversal slip or written confirmation. Provide these to FirstContact to strengthen your chargeback or indemnify recovery.

Branch Hours, Accessibility, and Agent Network

Typical branch service hours are Monday to Friday, 8:00–16:00 (local time). Selected locations may run extended or Saturday service windows for limited transactions; confirm via the branch locator on https://www.firstbanknigeria.com before you go. Always bring a valid ID for KYC (e.g., NIN slip/card, international passport, driver’s licence) if you need profile updates or sensitive requests.

The head office for formal correspondence is Samuel Asabia House, 35 Marina, Lagos Island, Lagos. Nationwide, FirstBank operates an extensive branch footprint and a very large FirstMonie agent network for cash‑in/cash‑out and basic services, which can be useful when branches are busy or distant. Agents cannot resolve complex disputes, but they can complement your access to cash services while your case progresses with customer care.

For time‑critical matters, call the phone lines or use *894*911# first, then follow up by email with your case ID and documents. For non‑urgent requests like statements, limit increases, or card reissue, the app and email channels are usually more convenient and leave an auditable trail.

How to call FirstBank customer service in Nigeria?

By calling FirstContact on +234 807 019 4190, 02-014485500, 02-019052326, 0708-062-5000. By emailing FirstContact [email protected].

What is the WhatsApp number for the First Bank of Nigeria?

08124444000
Getting started with WhatsApp Chat Banking
The FirstBank whatsapp banking platform has diverse functions ranging from; Onboarding, Check Balance, send money, Pay Bills, Airtime purchase to Data purchase. To get started, add FirstBank on Whatsapp with 08124444000 and just say “Hi” to us.

Do banks have WhatsApp numbers?

Just send *Hi* to Indian Bank’s WhatsApp Banking number (8754424242) or click on “Start WhatsApp Banking” button to access WhatsApp Banking features. Currently Indian Bank offers the below services through WhatsApp Banking. We will continue to add more and more services for customers’ convenience.

How can I call WhatsApp customer care?

WhatsApp Support
To better assist you, contact us from your phone by opening WhatsApp > Settings > Help > Contact Us. You can also visit our Help Center for additional information.