Unity Bank Customer Care: Complete, Practical Guide (Nigeria)

What Unity Bank Customer Care Covers

Unity Bank (Nigeria) operates a 24/7 customer support model that assists with account onboarding and KYC updates, debit card activation/replacement, transfers and failed-payment reversals, mobile/USSD/app troubleshooting, loan servicing inquiries, and fraud reporting. If you’re dealing with a time‑sensitive issue—such as a card lost/stolen, unauthorized transactions, or a transfer to the wrong beneficiary—contact support immediately via the official channels below.

Established in 2006 through a merger of multiple Nigerian financial institutions, Unity Bank serves retail, SME, and agribusiness customers across Nigeria. Customer care agents can guide you on everyday banking as well as more technical matters (e.g., chargebacks, BVN-linked changes, or NIBSS/NIP transfer disputes). For anything that requires identity verification or document review, you may be asked to visit a branch or submit documents through the bank’s secure digital channels.

The Official Ways to Reach Unity Bank

Always start with the bank’s official website: https://www.unitybankng.com. Use the “Contact” or “Help/Support” section for up‑to‑date phone numbers, email addresses, and secure web forms. This protects you from spoofed numbers published on third‑party sites. Unity Bank also offers in‑app support through its mobile banking app; sign in and look for “Help,” “Support,” or “Contact Us” to chat with an agent or raise a service ticket.

For quick self‑service, Unity Bank’s USSD code is *7799# (on the phone number linked to your account). You can check balances, transfer funds, buy airtime/data, and perform other essential actions without data. Standard network USSD fees may apply per session. If you’re unsure about any command or you get an error, exit and contact support for guidance—never share your full PIN or OTP with anyone.

Unity Bank maintains verified social profiles (for example, on X/Twitter) and uses them to provide updates, outage notices, and basic assistance. To avoid impersonators, always navigate to social links from the bank’s official website. For complex or account‑specific issues, an agent will typically move you to a private and secure channel after verifying your identity.

• Website (authoritative source for contacts and service notices): https://www.unitybankng.com
• USSD (Nigeria, linked phone only): *7799# for core self‑service without data
• Mobile app: use in‑app “Help/Support” to chat and log tickets from your authenticated profile
• Social media: access only via links on the bank’s website to avoid fake accounts
• Branches: use the website’s branch/ATM locator for addresses, hours, and queue‑reduction tips

What to Have on Hand Before You Call or Chat

Preparing the right information speeds up verification and resolution. Have your Unity Bank account number ready, plus recent transaction details. For failed transfers, keep the exact date/time, amount, beneficiary bank/account, and any reference you saw on your receipt or app (the RRN—Retrieval Reference Number—helps a lot). For card issues, note the last four digits of the card, channel used (POS/ATM/online), and merchant name or location.

If you are contacting support about login/app/USSD problems, record your device model, OS version, app version, the error message, and a screenshot (if possible). For KYC-related updates (change of address, name update, or PEP declarations), agents may request a valid ID, proof of address, or supporting legal documents. Never send documents over unsecured email or social DMs; use the secure links or upload portals provided by the bank.

• Account basics: full name as on the account, account number, and registered phone/email
• Transaction data: date/time, amount, channel (app/USSD/ATM/POS), beneficiary details, and RRN/reference
• Device/app info (for tech issues): phone model, OS/app version, error text, screenshots
• Identity/KYC: valid photo ID, BVN (do not share it fully in open chats), and proof of address if requested via secure channel
• Ticket records: any prior ticket/complaint number to help agents pick up the thread

Response Times and Realistic Resolution Timelines in Nigeria

General inquiries are typically resolved during the first interaction or within 24 hours if a simple account review is needed. For failed Nigeria Inter‑Bank (NIP) transfers where funds left your account but the beneficiary was not credited, industry rules generally target reversal within T+1 business day once the failure is confirmed. If you don’t see a reversal in that window, quote your transaction reference and ask support to escalate through NIBSS dispute channels.

ATM dispense errors (cash debited, cash not received) are commonly resolved within 3–5 business days depending on whether you used a Unity Bank ATM or another bank’s ATM. Card chargebacks for local transactions often take 30–45 days, while international card disputes can take longer (up to ~120 days) under Visa/Mastercard scheme timelines. Replacement debit cards are usually issued in 24–72 hours in branch, subject to stock and location. Complex KYC updates may require 1–3 business days after complete documentation is received.

Security Essentials When Dealing with Support

Unity Bank will never ask you for your full card PAN, full PIN, or any One‑Time Password over phone, email, chat, or social media. If someone requests these, terminate the interaction and report it to the bank using the official website contacts. When using USSD (*7799#), enter your PIN only on your own phone and only within the USSD session you initiated.

Check that you’re on https://www.unitybankng.com before submitting any information online. If you receive a call claiming to be from the bank, you may safely hang up and call back using the numbers listed on the official site. For email, scrutinize the sender’s domain and avoid clicking links in unsolicited messages. For social media, only engage with handles linked from the bank’s website and move any account‑specific discussion to secure channels after agent verification.

Escalations and Complaints Handling

Every service interaction should generate a ticket or complaint reference—ask for it and keep it. If the stated resolution time elapses, respond to the same ticket or call back and request escalation to a supervisor or the Customer Experience team. Provide concise facts: ticket number, dates, amounts, references, and what outcome you’re seeking (e.g., reversal, statement, card replacement).

If multiple follow‑ups don’t produce results, escalate formally in writing through the official complaint channel listed on the bank’s website (secure form or designated email). As a last resort, you can seek external redress via the Central Bank of Nigeria (CBN). Visit https://www.cbn.gov.ng and navigate to Consumer Protection/Contacts for instructions and complaint forms; you’ll typically need your bank complaint ticket and evidence of prior attempts to resolve.

Fees, Limits, and Service Hours

Customer care itself is free, but your telco may charge for calls and USSD sessions. In Nigeria, USSD sessions can attract a network‑levied fee per session; check your mobile provider’s current tariff. International callers should use the numbers published on the bank’s site and consider time zones and international calling costs. If you’re outside Nigeria, digital channels (secure web forms or in‑app chat) are often more economical.

Branch hours vary by location, but most Nigerian branches operate roughly 8:00–16:00 WAT, Monday to Friday (excluding public holidays). Contact center and digital channels typically run 24/7, though certain back‑office actions (e.g., chargebacks) are processed on business days. During peak salary periods or known network congestion windows, expect longer queues; using in‑app chat or logging a ticket with full details can reduce back‑and‑forth.

If You Meant “Unity Bank” in the United States

There is a separate, unrelated Unity Bank operating in the United States (with its own website, branches, and customer service). If your accounts are in the U.S., go to https://www.unitybank.com for official contacts and support. Do not use Nigerian phone numbers or the *7799# USSD code—those apply only to Unity Bank (Nigeria).

To avoid mix‑ups, verify your bank’s logo, domain, and branch location on your statements or debit card, then use the matching website’s “Contact” page. U.S. banking issues (FDIC coverage, domestic ACH/Wire, Reg E disputes) follow different rules and timelines than Nigerian banking; using the correct institution’s channels ensures you get the right guidance and protections.

Does United Bank have 24-7 customer service?

At United Bank, we’re dedicated to providing exceptional customer service. Whether it’s a lost check card or questions about refinancing your home, feel free to reach out to us at any time, via phone, e-mail, or 24/7 online.

What is the phone number for Unity Bank customer service?

Please contact customer services at 800-618-2265.

How can I contact Unity Bank customer care?

Contact Us

1. Customer Contact Center. [email protected], +234 (0) 7080 666 000. +234 (0) 7057 323 226. +234 (0) 7057 323 229.
2. Head Office. Unity Bank Plc, Plot 42, Ahmed Onibudo Street, Victoria Island, Lagos.
3. Media Enquiries. For all media enquiries, please contact: Matthew Obiazikwor. Head, Corporate Communications.

Is Unity Small Finance bank safe?

Is Unity Small Finance Bank Safe for Fixed Deposit? The Deposit Insurance and Credit Guarantee Corporation (DICGC), a subsidiary of the RBI (Reserve Bank of India) provides insurance coverage of up to ₹5 lakh to depositors if the bank fails. Unity Bank is one of the banks in the list of insured banks with DICGC.