Polaris Bank Customer Care: Comprehensive, Practical Guide (2025)

Overview and Why It Matters

Polaris Bank Limited is a Nigerian commercial bank formed in September 2018 when the Central Bank of Nigeria (CBN) revoked the license of Skye Bank and transferred assets and liabilities to a bridge bank. In October 2022, Strategic Capital Investment Limited (SCIL) was announced as the buyer for a 100% equity stake. This transition kept customer accounts and services running, including the bank’s omnichannel customer care operations.

Customer care at Polaris Bank is designed around quick resolution through multiple channels: in-app support, USSD, social media, and branch service. The focus is on instant payment issues (NIP transfers), card disputes, KYC/BVN updates, account restrictions, and digital banking support. Understanding the right channel, the information to provide, and typical resolution timelines will help you get faster, more reliable outcomes.

Official and Safe Ways to Reach Polaris Bank Support

Always verify that you are speaking to Polaris Bank through official channels before sharing any information. The bank’s primary website is a reliable source for the latest contact options, service notices, and branch information. If you are approached via phone or messaging, independently cross-check the contact details on the official site or on your debit card before engaging.

In addition to branch support across all 36 states and the FCT, Polaris provides digital support through its mobile platform and social media. USSD banking is available for essential self-service tasks such as transfers, airtime top-ups, and certain account actions without mobile data. For anything sensitive, prioritize in-app support or a verified phone/email obtained from the bank’s official site.

• Official website: https://www.polarisbanklimited.com (use the Contact or Support pages to find current phone numbers and emails)
• Mobile app: VULTe by Polaris Bank (Android/iOS) with in-app Help/Support and secure self-service options
• USSD: *833# (works on major Nigerian networks; see on-screen prompts for transfers and other services)
• Verified social media: X (Twitter) @PolarisBankLtd; Facebook “Polaris Bank Ltd” (use only verified check-mark pages and avoid DMs for sensitive data)
• Card-back phone number: If you have a Polaris debit/credit card, use the phone number printed on the back for priority card support
• Branches: Nationwide presence across the 36 states + FCT; visit the Branch Locator on the website for addresses and hours

Note: The bank’s digital support (in-app and USSD) is typically available 24/7. Social media teams usually operate extended business hours. Branch service follows standard business hours, with selected locations offering Saturday service; always check the specific branch schedule before visiting.

What You Can Resolve and Typical Timelines

Instant transfer (NIP) issues: For most failed or reversed transfers, auto-reversal often occurs within 24 hours. If funds are debited but the beneficiary isn’t credited, file a complaint immediately through in-app support or the contact center and request a ticket/reference ID. Many NIP disputes resolve within 1–3 business days; complex interbank cases may take up to 5 business days depending on the receiving bank’s response.

Card transactions and chargebacks: POS/ATM disputes within Nigeria commonly resolve in 5–15 business days once logged with full details (card type, last 4 digits only, date/time, merchant, amount, and reference). International card disputes typically take longer under Visa/Mastercard scheme timelines; 45–120 days is normal after you submit all required documentation. Always obtain and retain your dispute case ID.

Account restrictions, BVN/KYC updates, and profile changes: Simple profile updates (email/phone) can be immediate via VULTe or same-day through customer care once you authenticate. KYC or BVN linkage issues generally complete within 24–72 hours after valid documents are provided. Dormant/reactivation requests may require in-branch verification depending on risk checks.

How to Log a Complaint Properly and Escalate

When you contact Polaris customer care, present a concise, fact-based summary: your full name as on the account, masked account details (never share full card PAN), transaction reference, amount, channel (USSD, app, ATM, POS), date/time, and screenshots or receipts where available. Ask for a ticket/reference ID and the expected resolution timeframe before ending the interaction.

If you do not receive a resolution within the promised window, follow up quoting the same ticket ID. You can also lodge the same complaint via a second channel (e.g., in-app plus email via the website’s Contact page) to build an audit trail. Keep copies of all correspondence, timestamps, and any staff names or extensions that handled your case.

Escalation outside the bank: If your complaint remains unresolved after you have given Polaris Bank adequate time and at least one formal escalation (many cases are expected to be resolved within 30 days), you can escalate to the Central Bank of Nigeria’s Consumer Protection Department. Use the CBN’s official site (https://www.cbn.gov.ng) for the latest complaint process or email [email protected] with your bank ticket ID, dates, and supporting evidence.

Security and Fraud Protection When Dealing with Support

Polaris Bank staff will not ask for your full card number, CVV, PIN, or full OTP over phone, chat, or email. If anyone asks, terminate the conversation and report it via an official channel. Only share the last 4 digits of your card when required, and never disclose online banking passwords or token codes. For phone calls, consider hanging up and calling back using a number you copied from the official website or the back of your card.

In an emergency (suspected fraud, lost phone, or SIM swap), act immediately. Log in to VULTe and block your card, freeze your account, or change passwords as applicable. If you cannot access the app, use USSD *833# for critical self-service features available on your line, then contact customer care to review recent activity and place necessary restrictions. File a police report for unauthorized withdrawals if advised, and request a formal fraud investigation case ID.

Fees, Service Hours, and Accessibility

USSD access generally attracts a N6.98 network service fee per session on Nigerian mobile networks (as per industry-wide arrangements). Standard call rates to the bank’s lines are charged by your telecom operator. In-app support via VULTe uses your data connection; mobile data charges apply per your plan. Self-service actions in-app typically do not incur customer care fees, but normal transaction charges still apply as per your account’s tariff guide.

Polaris Bank’s contact center and digital banking channels operate around the clock for core services. Branches typically open on weekdays during business hours, with some locations offering Saturday banking. For accessibility, written channels (in-app chat/email via the site) are helpful if you prefer not to call. English is standard; major Nigerian languages may be available through branch staff and some contact center coverage.

Pro Tips to Get Faster Resolutions

Prepare a “support pack” before you contact customer care: your ticket-friendly summary, masked identifiers, and evidence. If you are escalating a transaction dispute, include the beneficiary’s bank name and account number for interbank issues, the exact error message received, and any SMS alerts. Provide date/time down to the minute if possible; this helps backend teams trace logs efficiently.

• Quote the exact transaction reference or session ID from your receipt or app history
• Add date, time, channel (VULTe, USSD *833#, ATM, POS), and amount to the naira and kobo
• Attach screenshots/redacted receipts; keep sensitive data masked (show last 4 digits only)
• Ask for a ticket/reference ID and the service-level timeline before ending the chat/call
• Follow up on the same ticket if the timeline lapses; avoid opening multiple duplicate tickets
• If unresolved after a fair window (often within 30 days), escalate with your full audit trail to CBN via [email protected]

Finally, always verify contact details on https://www.polarisbanklimited.com or on the back of your card before sharing personal information. Using only verified channels, asking for a ticket ID, and keeping a clean paper trail are the simplest ways to protect yourself and achieve rapid, traceable resolutions with Polaris Bank customer care.

How do I check my Polaris Bank balance?

Dial *833# from your Polaris Bank registered line. Select option 6 to check your balance. Follow the prompts to enter your account Number. Enter any 4 digit number to be used as PIN.

What happened to Polaris Bank now?

On January 10, 2024, the regulatory Central Bank of Nigeria dissolved the board and management of Polaris Bank and appointed Kayode Lawal as new Chief Executive Officer.

How do I talk to Polaris Bank customer care?

Our Customer Service Centre is available 24/7 to provide real-time customer support and information for all your inquiries and concerns.

1. [email protected].
2. 0700 765 2747.
3. 0806 988 0000.
4. 01 297 9500.
5. 01 4482100.

How do I contact Polaris customer service?

1 (866) 238-6373

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