Service Guarantee


A service promise you can truly bank on

We appreciate and value your trust, which is why we strive to deliver services that exceed your expectations. This includes offering you a guaranteed decision on most of your transactions within three working days.

Products included in the three-day promise

  • Credit cards
  • Personal loans
  • Bank accounts

To ensure that we track your application and the timelines in an efficient manner, please send us an SMS:

  • Credit Card: SMS ‘C’ to 2626
  • Account: SMS ‘A’ to 2626
  • Personal Loan: SMS ‘P’ to 2626

In the event that we are unable to meet your request in the promised timeframe, you will earn 5000 TouchPoints as compensation. No questions asked.

To view the Terms and Conditions, click here.

Replacement of credit cards

Customers who request a credit card replacement by calling the Contact Centre or by visiting one of our branches will qualify for the Service Guarantee.

As part of our Service Guarantee promise for customers, our commitment is to deliver the replacement card by courier within four working days. Should we fail to do so, you will benefit from 5,000 TouchPoints as a compensation.

To view the Terms and Conditions, click here.

Ways to reach us

Contact centre

Contact centre

Call our 24-hour contact centre on 600 50 2030.

Visit us

Visit us

We will be happy to welcome you at any of our branches. Find the closest branch to you