Stanbic IBTC Customer Care Online: Expert Guide to Getting Fast, Secure Support

Official Online Channels and Contact Details

Stanbic IBTC provides multiple digital touchpoints so you can resolve issues and request services without visiting a branch. Use the bank’s verified channels only—this protects your data and speeds up resolution by routing you to the right team.

Keep your customer information at hand before you contact support: full name as on the account, phone number registered with the bank, last 4 digits of your card (if card-related), the last 6 digits of your BVN (never the full BVN), and recent transaction details. For security, never disclose your full card number, PIN, or one-time passwords (OTPs) to anyone.

• Website help centre: stanbicibtcbank.com (navigate to Nigeria > Support > Help Centre > Contact Us). Use the secure web forms to log queries and complaints 24/7.
• Email (Customer Care Nigeria): [email protected]. Include your account number (masked as XXX…1234), contact number, and a concise description. You should receive an acknowledgment with a case reference.
• Contact Centre (phone for urgent issues and card hotlisting): 0700 909 9099 (within Nigeria) or +234 700 909 9099 (outside Nigeria). Calls are typically answered 24/7.
• Mobile apps: “Stanbic IBTC Mobile App” and “Stanbic IBTC Super App” (Android/iOS). In-app support lets you raise service requests, retrieve statements, and manage cards securely.
• Social media (verified): Twitter/X: @StanbicIBTC; Facebook: Stanbic IBTC; Instagram: @stanbicibtc. Use direct messages for non-sensitive queries and request to move sensitive verification to secure channels.
• USSD for quick self-service: *909# (registered number only). Useful for PIN resets, small transfers, balance checks, and basic card controls without data.
• Head office mailing address for formal letters: IBTC Place, Walter Carrington Crescent, Victoria Island, Lagos, Nigeria. Quote your case reference if you are escalating.

Service Scope: What You Can Do Online

Most routine banking support can be completed online. This includes card management (activation, temporary block/unblock, replacement requests), e-banking access (password reset, device de-registration), account maintenance (updating contact details subject to KYC), statements and certificates (balance confirmation, tax or embassy letters), and transaction inquiries.

Complex issues such as international card chargebacks, disputed transfers, and KYC-sensitive updates may require additional documents. Expect the support team to ask for proof of transaction (date, amount, channel, recipient), a screenshot or receipt, and a brief written statement. You will be given a case reference number—keep it safe for follow-up.

• Online/mobile access reset: Typically resolved within minutes via the app; assisted resets via email/chat are often completed within 2–24 hours after verification.
• Statement requests: Instant in-app for standard statements; official stamped statements and reference letters are usually delivered within 24–48 hours by email.
• Card issues (lost/stolen, hotlist): Immediate block via app/USSD; replacement request logged same day, with branch pickup timelines communicated by support.
• Local transfer disputes (intra/interbank): Acknowledgment within 24 hours; resolution often within 1–3 business days for NIP-related issues once all details are provided.
• International card chargebacks: Acknowledge within 24 hours; scheme timelines commonly 30–45 days for provisional outcome and up to 90–120 days for final resolution depending on Visa/Mastercard rules.
• Limit increases and device de-registration: Same-day processing after verification; may require token/OTP and additional KYC checks.

Step-by-Step: Get Help Fast

First, confirm you are on a verified channel (check the website URL starts with https and the social profile is verified). Prepare concise facts: what happened, when (date/time, WAT), where (channel—ATM, POS, web, mobile), how much, and any error messages. Attach clear screenshots that do not reveal full card details or OTPs.

When emailing [email protected], use a clear subject such as “Failed POS Debit – 18 Aug 2025 – N17,500 – Case Request.” In the body, provide masked identifiers, a callback number, and consent to contact you. If using the app, open Support/Help and select the exact request type; this routes your case directly to the relevant back-office team and usually shortens turnaround time.

For complaints and disputes

Log an official complaint via the website form, in-app support, or email so you receive a case reference number. The bank generally acknowledges within 24 hours on business days, investigates, and updates you through your registered email/SMS. Keep your phone available for verification calls.

If you have no resolution or feedback within the stated timeframe in your acknowledgment, reply to the same email thread or reopen the case via the app quoting your reference. Clearly request escalation to a supervisor/team lead and restate your desired resolution (e.g., “reverse duplicate debit of N42,000”).

Security and Privacy When Using Online Support

Stanbic IBTC will never ask for your full card PAN, card PIN, full BVN, or any OTP over email, chat, or social media. If anyone requests these, stop the conversation and contact the bank via 0700 909 9099 to report suspected fraud. Always mask screenshots and redact sensitive data before sending.

Verify domains and handles: official website content is under stanbicibtcbank.com or stanbicibtc.com. For social channels, check for verification badges and review recent posts/activity. Do not click shortened links sent by unofficial accounts. For phone support, you can request a call-back only after you have initiated contact through the official numbers or in-app support.

Hours, Response Times, and Escalations

The Contact Centre on 0700 909 9099 operates 24/7, including public holidays, for urgent banking issues such as card blocking, suspected fraud, and e-channel troubleshooting. Email and web-form cases are acknowledged automatically or within business hours (Monday–Friday, excluding public holidays). Social media teams typically respond during business hours for non-sensitive assistance and will redirect you to secure channels for verification.

Escalation path: if your case exceeds the timeframe shared in your acknowledgment, request escalation to a supervisor via the same channel and ask for an updated ETA. For unresolved matters after the bank’s final response or after a reasonable period (commonly up to 30 calendar days for complex card disputes), you may pursue external escalation under Nigerian banking consumer protection guidelines. Keep all correspondence, reference numbers, and evidence—they are essential for any further review.

Practical Examples and Troubleshooting

Failed POS or web debit: take note of the merchant name, exact time, and amount. Check your app for a reversal within 24 hours; if not reversed, log a dispute through the app or email with proof of debit. The bank will raise a chargeback if needed and provide periodic updates until resolution per card scheme timelines.

Locked online banking or forgotten password: use the in-app “Forgot Password/Reset” feature for fastest results; if you are locked out due to device change, request device de-registration via the app or email with verification details. For USSD errors on *909#, confirm your SIM is the registered number, ensure you have sufficient network signal, and try again. If the error persists, contact the Contact Centre to refresh your USSD profile.

How do I update my Stanbic account online?

Please select an account type and the type of data you want to update. Please provide required information you want to update and click Next. A summary of requested data. please ensure that information provided is accurate.

What is the WhatsApp number for Stanbic IBTC?

Customer care assistance now happens in an instant on our WhatsApp Chatbot. Save WhatsApp no. 0777 068 888 to get your queries resolved quickly and conveniently.

Is Stanbic IBTC an international bank?

Stanbic IBTC is a member of Standard Bank who operates in more than 20 countries in Africa and abroad. Its worldwide presence consists of an integrated suite of end-to-end wealth management services and banking solutions.

How do I contact Stanbic IBTC customer care?

0700 909 9099
To get additional information, you can reach out to our round-the-clock Stanbic IBTC customer contact centre (CCC) on 0700 909 9099 or send an email to [email protected].