Zenith Bank Customer Care: A Complete, Practical Guide

24/7 ways to reach Zenith Bank Customer Care (ZenithDirect)

Zenith Bank runs a round-the-clock contact centre called ZenithDirect to support retail, SME, and corporate customers in Nigeria and abroad. You can reach the team by phone, email, live chat, WhatsApp, or by visiting a branch. For urgent issues like suspected fraud or a lost card, use phone or USSD immediately; for non-urgent requests, email and chat are efficient.

Always contact the bank through official channels only. Save the numbers directly from Zenith Bank’s site and never rely on search-engine ads or unsolicited messages. When you call or chat, have your account number (or customer ID) handy and be ready to verify your identity. Never disclose your full card PAN, PIN, or any One-Time Password (OTP) to anyone.

• Phone (24/7, Nigeria/international): +234-1-2787000
• Share-call within Nigeria: 0700ZENITHBANK
• Email (general support): [email protected]
• Website and Live Chat: https://www.zenithbank.com (Support/Help or Live Chat)
• WhatsApp banking/assistance (ZiVA): +234-704-000-4422
• Social (updates and direct messages): X/Twitter @ZenithBank; Instagram @zenithbankplc; Facebook “Zenith Bank”
• Head Office (for correspondence): Plot 84, Ajose Adeogun Street, Victoria Island, Lagos, Nigeria

Which channel to use and what to expect

Use phone or WhatsApp for time-sensitive problems—card loss, suspicious debits, or urgent transaction holds. Calls typically route you to an agent after automated prompts; fraud-related calls are prioritized. Email is best for formal complaints, attaching evidence, and issues that require an audit trail (e.g., chargeback requests or complex account queries).

Live Chat on the website and WhatsApp (ZiVA) are effective for quick troubleshooting: balance checks, basic card controls, account restrictions, and tracking ticket status. Social channels can nudge follow-ups and get updates during service interruptions, but avoid sharing sensitive data in public; move to DM and request a secure link or call-back.

For corporate and trade-related matters (Form M, FX bids, LC queries), email and relationship-manager escalation are most efficient. Expect an acknowledgment for emailed complaints, followed by a case/ticket ID. Keep that ID for status checks and escalation.

Do-it-yourself fixes before you call

Zenith’s USSD service on Nigerian lines is available via *966#. With it, you can check balances, transfer funds, buy airtime, and access self-service options that often resolve minor issues faster than waiting for an agent. If your phone is lost or a card is compromised, USSD can help you quickly restrict channels and prevent further transactions.

The Zenith Bank Mobile App (iOS/Android) and Internet Banking portal provide more granular controls—beneficiary management, transaction limits, soft/hard token setup, card controls (freeze/unfreeze), and statement downloads. If a transfer appears “pending,” check the app’s transaction history and notifications for status before filing a complaint; many network-related delays auto-resolve.

For card-not-present disputes (online debits without your approval), immediately freeze the card in-app (if available), then lodge a dispute with full details. For POS/ATM declines with debit, wait 24–72 hours; most such reversals are automatic. If funds are not returned within that window, raise a formal complaint with evidence.

Escalations and how to write a complaint that gets resolved

When you report a problem, ask the agent for a ticket/case number and note the date and time. If you don’t receive progress updates within a reasonable timeframe, follow up quoting the same case number—this keeps your history intact and speeds up handling. If you still need help, request an escalation to a supervisor or the Customer Experience team and ask for an estimated resolution date.

A strong complaint is factual, time-stamped, and supported by documents. Attach screenshots of error messages, debit alerts, or transaction receipts. For card disputes, include the merchant name, the amount, and whether the card was in your possession at the time. For transfers, include the session ID or transaction reference if visible in your app/USSD receipt.

• Include: your full name, masked account number (e.g., 001234•••), phone number, and email address.
• Transaction details: amount, date/time (with time zone), channel (USSD, app, POS, ATM, web), recipient/merchant, and reference/session ID.
• Evidence: screenshots, receipts, SMS/email alerts, and any correspondence. For POS/ATM disputes, note terminal location and bank name if shown on the receipt.
• Security: never send PINs, full card numbers, CVV, or OTPs. If asked for sensitive data, stop and call +234-1-2787000 to verify.

In-branch support and head office contact

While most issues can be handled remotely, branch visits help for KYC updates, BVN linkage, resolving account restrictions, retrieving bank drafts, or notarized letters. Typical banking hall hours in Nigeria are 08:00–16:00 WAT, Monday–Friday. Selected locations may operate limited Saturday service (commonly 10:00–14:00) for basic transactions—confirm via the branch locator on the website before you go.

For formal correspondence or escalations that require physical delivery, address letters to: Zenith Bank Plc, Customer Experience/ZenithDirect, Plot 84, Ajose Adeogun Street, Victoria Island, Lagos, Nigeria. Include your ticket number prominently on the envelope and in the letter for faster routing.

If you’re outside Nigeria, you can still call +234-1-2787000, email [email protected], or use the website Live Chat. For time zone differences, email is often best—send your message with a callback window in West Africa Time (WAT, UTC+1) and your local time to streamline scheduling.

Timelines, fees, and realistic resolution windows

Many failed ATM/POS/WEB transactions auto-reverse within 24–72 hours if the bank receives successful decline/timeout messages from the acquiring network. If the funds are not returned after 72 hours, file a dispute. Domestic interbank transfers (NIP) usually settle in seconds; if a transfer is stuck or reversed, contact support with the transaction reference after confirming there’s no network-wide issue.

International card disputes and chargebacks take longer due to Visa/Mastercard scheme timelines and merchant acquirer responses. Expect 30–90+ days depending on the case complexity, evidence, and whether the merchant challenges the claim. Zenith will typically place a “provisional credit” only when the scheme rules allow; always ask the agent to explain the stage of your case (dispute raised, first chargeback, pre-arbitration, etc.).

Replacement cards, cheque books, and statement reprints may attract standard fees set by the bank and subject to change. Confirm current fees on https://www.zenithbank.com or via +234-1-2787000 before you proceed. To minimize delays and costs, keep your KYC current (valid ID, recent utility bill, updated email/phone) and enable token-based authorization in the app to raise your self-service limits securely.

Key security reminders

Zenith Bank will never ask for your full card PAN, PIN, CVV, or OTP over phone, email, chat, or social media. If you receive such a request, end the conversation and call +234-1-2787000 immediately. Verify web addresses carefully: always type https://www.zenithbank.com into your browser instead of clicking links in unsolicited messages.

For urgent card compromise, use USSD *966# on your registered Nigerian line or call customer care without delay. Quick action within minutes can prevent additional fraudulent transactions and improves recovery chances.

How to get Zenith Bank account number through SMS?

Simply dial the USSD *966*0# and follow the onscreen prompts. An account number will be created automatically and sent to you via SMS.

Does Zenith Bank have a WhatsApp number?

Experience the new world of banking by just saying “Hi” to ZiVA on WhatsApp (+234-7040004422).

How do I speak to Zenith Bank customer care?

Simply dial any of 0201-278-7000, 0700ZENITHBANK and login with your ACCESSCODE and PASSCODE. (b) Customers can also dial any of 0201-278-7000, 0700ZENITHBANK and select Option 4 to speak with an executive who will authenticate and assist.

Does Zenith offer 24-7 customer support?

Phone: You can report an injury 24/7 at 800-440-5020. Fax: Fax us at 800-440-5022 and provide all of the information listed above. Report online: Click below to submit an online report of injury.