FirstBank of Nigeria Plc Customer Care: Practical, Expert Guide

Overview: What FirstBank Customer Care Covers and When to Use It

FirstBank’s customer care (often referred to as “FirstContact”) is a 24/7 support service that assists with account queries, card and e-channels problems, fraud alerts, transaction disputes, digital banking issues, and general product information. Whether you bank via FirstMobile, FirstOnline, USSD, ATM, POS, or in-branch, the customer care desk is the central point for resolving problems and getting authoritative answers.

If you need immediate, self‑service actions—such as checking balances, opening a simple account tier, or initiating quick transfers—use the USSD short code *894# from your registered number or the FirstMobile app for faster turnaround. For issues like failed transfers not reversed after the usual window, card‑not‑present (online) disputes, chargebacks, account restrictions, or KYC updates, contact customer care directly and request a Service Request/Case ID for tracking.

Official Channels and How to Reach Them

The most reliable way to obtain up‑to‑date contact information is through the official website. Always verify phone numbers and email addresses there before you call, and never rely solely on search engine snippets or third‑party blogs. Visit the bank’s contact page at https://www.firstbanknigeria.com/contact-us for current details and to launch secure web forms or live chat (when available).

FirstBank’s head office is at Samuel Asabia House, 35 Marina, Lagos Island, Lagos, Nigeria. Support is available nationwide across hundreds of branches and an extensive FirstMonie agent network. Customer care operates 24/7 for digital channels, while branch counters generally run during business hours on weekdays (public holidays excluded). Standard network rates apply for phone calls; social media support is available only via verified accounts.

• Website and Help Centre: https://www.firstbanknigeria.com (Contact page: /contact-us). Use this to verify hotlines, lodge tickets, and access FAQs.
• USSD Self‑Service: *894# from your registered mobile line. For emergency account freeze on suspected fraud, dial *894*911# (follow on‑screen prompts).
• Email (for non‑urgent issues): [email protected]. Include your Case ID if continuing an existing complaint. Never email PINs or OTPs.
• Phone Support (Nigeria): 01‑448‑5500 and 0708‑062‑5000; also 0700‑FIRSTCONTACT (0700‑3477‑8266‑8228). Always cross‑check these numbers on the official site before dialing.
• Social Media (verified): X/Twitter @FirstBankngr; Facebook “First Bank of Nigeria Limited”; Instagram @firstbanknigeria. Do not share sensitive data in DMs.

What to Prepare Before You Call or Chat

Having the right information at hand speeds up resolution. Identify the exact channel used (FirstMobile, ATM, POS, web, USSD), the transaction amount, and timestamps. For failed or reversed transactions, the Session ID/Reference (sometimes labeled “RRN” or “STAN”) from your app/SMS or receipt is vital. If you used a POS, note the merchant name, terminal ID (TID), and location if available.

For identity verification, you will typically provide your full name as on the account, your 10‑digit NUBAN account number, and answers to security questions. Customer care will never ask for your full card PAN, PIN, OTP, CVV, or mobile app password. If anyone requests these, hang up and call back via the number on the official website or your debit card.

• Your 10‑digit NUBAN account number and registered phone/email address.
• Precise transaction details: date/time, amount, channel, beneficiary/merchant, and the Session ID/Reference.
• Card details for identification only: name on card and last 4 digits (never full PAN/CVV/PIN/OTP).
• A clear description of the issue and what you want done (reversal, chargeback, card block, account update, limit review).
• Any screenshots or receipts (for email/web submissions). Redact sensitive data before sending.

Typical Issues and Realistic Resolution Timelines

Failed electronic funds transfers (EFT) and USSD/App transactions are often auto‑reversed within 24–72 hours when the destination did not credit. If the reversal does not occur after 72 hours, contact customer care with the Session ID so they can trace it. For POS debits without receipt of goods/services, provide the merchant name and terminal details; domestic POS/ATM dispense errors typically resolve within a few business days once logged.

Online card disputes and international transactions follow card‑scheme rules. You usually must notify the bank promptly (ideally within 24–48 hours of noticing the issue). Depending on the scheme and the dispute type, the chargeback window can extend up to 120 days from the transaction date, but banks may set shorter internal cutoffs—so report quickly. Provisional credit is not guaranteed and depends on scheme evidence requirements; expect updates in stages (acknowledgment, documentation request, investigation outcome).

For account restrictions, BVN/KYC updates, and name or address changes, processing times vary from same day to a few business days once all documents are in order. Token or app login issues (e.g., device change) are commonly resolved within minutes to 24 hours after identity validation. For urgent security matters—suspected fraud, stolen phone, or compromised card—immediately use *894*911# to freeze activity and then call customer care to complete hotlisting and profile review.

In‑Branch and Head Office Support

If remote channels don’t resolve the issue, visit a branch with a valid ID (e.g., driver’s licence, passport, or national ID), your debit card (if relevant), and supporting documents. Branch business hours are typically Monday to Friday, roughly 8:00–16:00 WAT; some locations may offer extended or Saturday service—confirm via the branch locator on the website before you go. Ask the officer to raise a formal complaint and give you a Service Request/Case ID.

For complex or high‑value disputes, request written acknowledgment and the expected turnaround time (TAT). Keep copies of all documents submitted. Head office correspondence address: Samuel Asabia House, 35 Marina, Lagos Island, Lagos, Nigeria. For postal submissions, use traceable mail and include your Case ID on the cover letter.

Security Best Practices When Dealing with Customer Care

FirstBank staff will never ask for your full card number, CVV, PIN, OTP, mobile app password, or secure token codes. If you receive such a request by phone, SMS, email, or social media, treat it as fraud. Contact customer care only through verified channels listed on the official website or within the FirstMobile app. When in doubt, hang up and redial the published number yourself—do not use numbers sent in unsolicited messages.

Enable transaction alerts on both SMS and email, review statements frequently, and activate device‑level security (biometrics/strong passcodes). For suspected fraud, immediately freeze via *894*911#, then call customer care to hotlist cards, reset credentials, and file a dispute. Keep your BVN private; share only the minimum data required to identify you and process your request. Finally, always record your Case ID and follow up within the advised TAT if you do not receive a resolution update.

Key Facts at a Glance

Founded in 1894, FirstBank is one of Nigeria’s oldest financial institutions and supports millions of customers through nationwide branches, digital channels, and a large agent network. For rapid self‑service, use *894# or the FirstMobile app; for complex issues, contact FirstContact via the official site or published hotlines. Head office: Samuel Asabia House, 35 Marina, Lagos Island, Lagos, Nigeria. Website: https://www.firstbanknigeria.com

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.

Is there a first Bank of Nigeria in the USA?

First Bank of Nigeria, a Nigerian bank with branches in Ghana, South Africa, Guinea, Gambia, Sierra Leone, DRC, UAE, United States, UK, France, China, etc.

What is the Whatsapp number for First Bank of Nigeria?

08124444000
To get started, add FirstBank on Whatsapp with 08124444000 and just say “Hi” to us.

How can I contact my first bank customer care number in Nigeria?

Our team is fully ready to assist you via alternative channels Phone: 0807 019 4190, 0201 448 5500, 0700 34778 2668228 Email: [email protected]!