Sterling Bank Customer Care: Expert Guide to Getting Fast, Accurate Support

At a glance: channels and when to use them

Sterling Bank Plc (Nigeria) operates an integrated “One Customer” service model, accessible 24/7 via digital channels and during business hours at physical locations. For most routine requests—balance checks, transfers, card controls, and minor account updates—the fastest route is self-service through the OneBank app or USSD. For disputes, complex onboarding, or compliance-related queries, use secure in-app messaging or the contact form on the bank’s website to create an auditable trail.

The official website is https://www.sterling.ng, and the central contact hub is typically published at https://www.sterling.ng/contact-us. Always verify details there before you call or share information. If you need in-person assistance, the head office is Sterling Towers, 20 Marina, Lagos Island, Lagos, Nigeria. Most branches in Nigeria operate weekdays (commonly 08:00–16:00 WAT, UTC+1), but hours may vary by location and season.

• OneBank app: Secure chat/messages, card controls (freeze/unfreeze), statements, transfers, bill payments, and service requests.
• USSD: Dial *822# on your registered mobile line for balance, mini-statement, transfers, airtime/data top-up, and other quick services.
• Web: Use the contact form and live chat (where available) via https://www.sterling.ng/contact-us for ticketed support and file uploads.
• In-branch: For identity updates (e.g., BVN/NIN/KYC), physical forms, bank drafts, and issues requiring signatures or wet-ink documents.
• Social media: Engage only with verified pages linked from sterling.ng. Never share card PAN, PIN, or OTP in DMs.

Phone support and live chat: set expectations and get a case ID

Phone lines and live chat are ideal when you need guided troubleshooting or immediate confirmation of actions (for example, hotlisting a lost card or reversing a duplicate debit that just occurred). Before calling, write down a clear one-sentence problem statement and the exact transaction details (date, time, amount, channel). Ask the agent to provide a case or ticket ID and read it back to avoid transcription errors. Keep that ID; it speeds up follow-ups significantly.

Calling outside peak hours can reduce wait times. In Nigeria, lower-traffic windows are often early mornings (08:00–10:00) and late afternoons (15:00–17:00) on weekdays. If you are abroad, remember West Africa Time is UTC+1 (or UTC+1 year-round, no DST). International roaming charges apply if you’re calling from outside Nigeria; consider initiating a web or in-app ticket first and requesting a callback if offered.

Email and secure messages: when a paper trail helps

For disputed transactions, account name changes, or documentation-heavy requests, secure in-app messaging or the web contact form is preferable. You can attach evidence such as a POS receipt, transfer reference (e.g., NIP Ref), a merchant invoice, or a screenshot that shows the transaction timestamp and amount. This produces a durable audit trail and allows multiple teams (cards, e-banking, compliance) to collaborate on your case without asking you to repeat details.

If you submit documents, use clear, legible scans (300 DPI or better) and send only the required pages. Shield sensitive information (mask PAN to the last 4 digits; never email PIN or OTP). For time-sensitive issues, note your desired deadline in the subject line, for example: “Urgent: Failed NIP transfer on 2025-07-10, N10,500, Ref XXXXXXX — please review.”

Self-service: USSD *822# and the OneBank app

The USSD short code *822# handles high-volume tasks without data connectivity. It is designed for quick balance checks, intra/inter-bank transfers, airtime/data top-ups, and bill payments. Because it runs over GSM signaling, it works on basic feature phones and in low-data environments. Use it from the phone number linked to your account to minimize additional authentication prompts. Do not complete USSD sessions in public if others can see your screen.

For granular control and richer context, the OneBank app provides features like card freeze/unfreeze, card limits, virtual cards, statements (often up to 12 months), beneficiary management, and dispute initiation. The app also allows biometric login and device binding; if you change devices, de-register the old device inside the app first where possible. Keep your app updated—releases routinely patch security issues and add new service workflows.

Visiting a branch or the head office

When an in-person visit is unavoidable—such as for certain KYC updates or notarized instructions—bring a valid government ID (e.g., NIN slip/card, international passport, driver’s license), your debit card (if applicable), and proof of address not older than 3 months. If you are submitting forms, request a stamped copy for your records and note the staff name and the time of submission.

The head office address is Sterling Towers, 20 Marina, Lagos Island, Lagos, Nigeria. For specialized services (trade, treasury, corporate mandates), call ahead or check the branch finder on sterling.ng to confirm the nearest location that handles your request. Arriving before noon typically reduces queues for teller and customer care desks.

Disputes, reversals, and timelines you should know

Processing time depends on the payment rail. Within the Nigerian ecosystem, instant transfers that fail but debit your account are often auto-reversed once the destination bank declines settlement. If a reversal does not occur automatically, open a ticket with the exact date/time, amount, beneficiary account, and transfer reference. Provide screenshots where possible.

Card disputes follow global card-scheme rules. For card-not-present fraud, chargebacks can run several weeks because issuing and acquiring banks exchange evidence. A realistic window for cross-bank card investigations is 30–90 days, depending on the scheme and merchant response. Always ask for a written acknowledgment with your case ID, and check status weekly via the same channel you used to log the dispute.

What to prepare before you contact Sterling

Preparing the right details up front reduces back-and-forth and speeds resolution. Use the checklist below for the most common requests—failed transfers, unauthorized debits, profile updates, and card issues.

• Identity: Full name as on the account, registered phone number, and a government ID reference (e.g., NIN or passport number). Never share PIN/OTP.
• Transaction specifics: Date, exact time (HH:MM), amount (with currency), channel (POS/ATM/USSD/app/web), and any reference (NIP ID, RRN, STAN, or gateway ID).
• Counterparty details: Beneficiary name and account number (for transfers) or merchant name and POS location (for card transactions).
• Device/app context: Phone model, OS version, app version, network (e.g., MTN, Glo), and whether you were on Wi‑Fi or mobile data.
• Evidence: Clear screenshots/receipts showing timestamps and amounts; redact sensitive digits to the last 4 where applicable.

Security best practices for contacting customer care

Use only official domains and verified handles linked from https://www.sterling.ng. The bank will never ask for your full card PAN by chat, your PIN, or any OTP. If anyone requests such details, terminate the conversation and report the incident through the website’s contact page. For phone calls, you may be asked to confirm limited non-sensitive details for verification; insist on masking where possible.

Enable transaction alerts by SMS and email, and set conservative card limits in the OneBank app. If your phone is lost, immediately contact support to disable mobile access and freeze your cards; follow up by changing your app password and email password. When abroad, prefer secure in-app messaging or the web contact form to avoid SIM-swap risks on roaming numbers.

Accessibility and support for international customers

If you are hearing-impaired, prioritize channels that preserve written context: in-app secure messages or the contact form. When submitting documents, indicate any accessibility accommodations you need; teams can route cases accordingly. For visually impaired customers, the OneBank app supports device-level accessibility features—ensure your OS accessibility settings are enabled.

For diaspora customers operating across time zones, use written channels first and request callbacks within your local hours. If your card is blocked while abroad, use the app to freeze/unfreeze and raise a dispute in writing; avoid sharing sensitive information over unsecured international voice calls. Keep in mind all branch and phone operations observe West Africa Time (UTC+1).

Background for context

Sterling Bank traces its origins to 1960 through NAL Bank, becoming Sterling Bank Plc after the 2006 consolidation of several Nigerian banks. In 2012, it integrated Equitorial Trust Bank, expanding its retail footprint and digital service capacity. This history matters because older account numbers and legacy platforms occasionally surface in customer records; having precise dates and documents helps the care team reconcile legacy references quickly.

As of 2025, the bank’s customer care strategy emphasizes digital-first resolutions through the OneBank app, backed by branch and contact-center support. For the latest contact numbers, WhatsApp lines, or service advisories, always refer to https://www.sterling.ng/contact-us before sharing personal information or initiating a transaction with a third party claiming to represent the bank.

Do banks have 24 hour customer service?

Customer service hours vary among banks, with many only offering the ability to speak with a representative during business hours. If you prefer wider access to customer service, you might want a bank that allows you to communicate with a live person anytime.

How to check sterling account balance?

To check your account balance, please dial *822*6# on your registered mobile number. The service cost N10 Also, ensure you have airtime before dialing the code.

What bank took over Sterling Bank?

EverBank Financial Corp.
(the “Bank” or “Sterling”) has entered into an agreement with EverBank Financial Corp. whereby EverBank will purchase all of the stock of the Bank. Following the sale, all of Sterling’s California and New York branches will become EverBank branch offices.

Does Starling bank have a customer service number?

If you’re a Starling customer, the fastest way to contact us is via the app. You can also call us on 020 7930 4450, or send an email to [email protected]. Either way, we’re here 24/7.