FAQs

FAQs (Frequently Asked Questions)

Account Operations, Fixed Deposits, Money Transfers, and ATM Usage

Account Operations

You can manage your account through:

  • Internet Banking
  • Debit Card
  • Email communication for statements and updates

Your User ID is printed on the first page of your cheque book.
If forgotten, click “Get User ID” under the Login section on our website.

Your password is provided in the PIN mailer inside your Welcome Kit.
If lost or forgotten, click “Forgot Password” under the Login section to generate a new one.

Your debit card can be used for:

  • In-store purchases within the country
  • Authentication for Internet Banking and Phone Banking

Note: The card is not enabled for online/e-commerce transactions.

You may:

  • Call Customer Care, or
  • Log in to Internet Banking and choose “Reissue of Lost ATM/Debit Card.”

Your registered email is used to send:

  • E-statements
  • Regulatory updates
  • Important account notifications

You can update your email by contacting Customer Care or visiting any branch.

Fixed Deposit (Term Deposit)

  • Minimum: 91 days
  • Maximum: 364 days
  • Minimum: 1,200,000 XOF
  • Maximum: No upper limit

For cumulative/reinvestment deposits, interest is compounded quarterly.

Interest rates are periodically updated and can be found:

  • On the Bank’s website
  • At any branch

You can choose interest payout:

  • Quarterly
  • Bi-annually
  • Annually

The same interest rate applies to all payout and reinvestment options.

Normal Term Deposits are exempt from tax.

You must provide:

  • A completed Account Opening Form (AOF)
  • Applicant photograph(s)
  • KYC documents
  • The deposit amount

Details are available at branch locations.

No. Provide your Customer ID, deposit type, and the deposit amount.
Exception: If your existing Customer ID is business or joint, you must complete formalities for an individual deposit.

No. TDS is applicable from the first unit of interest earned, including savings interest.

A certificate is issued immediately once your deposit is created.

Money Transfer Services

It is a fast and secure way to receive inward personal remittances approved by the Central Bank.

Visit a Western Union, MoneyGram, or XpressMoney send agent.
After completing the transfer, share the reference number with the beneficiary.

The beneficiary must:

  1. Visit the nearest Bank branch
  2. Present a valid photo ID
  3. Complete a Receive Form
  4. Collect the payment

Any one of the following:

  • Passport
  • Driving License
  • National ID
  • Voter’s Card
  • Personal remittances
  • Business remittances
  • Payments to foreign tourists visiting the country

Limits vary by platform and sender’s country.
A single individual may receive up to 30 transfers per year.

It depends on the sender’s permitted transfer limit.

ATM & Debit Card

It is a prepaid, locally denominated card issued by the Bank. It is valid for 2 years from the date of issuance.

  • At merchant locations within the country
  • At any ATM in the national shared network
  • For repeated purchases and withdrawals within the card balance

An Automated Teller Machine allows customers to:

  • Withdraw cash
  • Access account services
    without visiting a branch.
  • Cash withdrawal
  • Balance enquiry
  • Mini statements
  • Mobile recharge
  • PIN changes

Insert your card and enter your Personal Identification Number (PIN).

Yes. Cards issued by the Bank are enabled for use at all ATMs nationwide.

Your PIN is your confidential numeric password for ATM use.
It is issued separately and must be changed on first use.
Never store your PIN with your card.

Contact the Bank to request a new card.

Report it immediately so the Bank can block it.

Yes: 9,800 XOF per day at the Bank’s ATMs.
Other banks may apply different limits.

  • Balance enquiries, PIN changes, and mini statements: Free
  • Cash withdrawal: 122.50 XOF per transaction

File a complaint with the Bank.
Incorrect debits are reversed within 7 working days, per Central Bank guidelines.