Channels FAQs
What you need to know about your branch and alternative banking channels
Frequently Asked Questions
Will the current card benefits still apply?
Yes, as per your current terms and conditions
Will my card have to be replaced with the new brand card?
Your current card will remain active; we shall advise you when your card will be replaced to a new brand card.
Can I be served at any CBA or NIC bank outlets?
Yes, you will have access to all 82 CBA and NIC bankservice points.
Will both banks retain the current branch network and channels e.g. automated teller machines and cash deposit machines?
Our branch and channel network is extensive and will support all customers.
Will I enjoy the same banking hours that I have been enjoying?
Yes, banking hours will remain the same as per the current branch opening hours. Should there be any changes, we shall advise you appropriately.
Will there be a change in my mobile and internet banking experience?
We have put measures in place to ensure a seamless channel experience. You will be able to continue to access your channels as usual. You will, however, notice some exciting changes on the look and feel of the channels. Should there be any changes over time, we shall communicate this to you.
How do I register for mobile banking if I have not yet done so?
Ex-NIC and Ex-CBA customers Please visit the nearest branch to fill an application form to enable set-up. You will receive login credentials on your registered mobile numbers.
How do I access mobile banking using a none internet enabled phone
Our mobile banking services are available on USSD via shortcode *654# for ex-CBA customers and *488# for ex-NIC customers.
What do I do if I forget my pin?
Ex-CBA customers - Use the forgot pin functionality on your app to self-reset your pin. You are expected to accurately key-in your account details and answer the security questions you had set during registration. Ex-NIC customers - We are in the process of developing the system to offer self-pin reset to ex-NIC customers. Meanwhile, please call our Contact Center on +254 711 056 444 or + 254 732 156444 for support.
Will I be able to access all my accounts?
Ex-CBA customers - Other than the loan accounts, all mapped accounts shall be accessible on mobile banking. Ex-NIC customers - All mapped and loan accounts are accessible on mobile banking
Are there any charges for the registration for mobile banking?
No. We do not charge any fees to on-board you on mobile banking. Charges shall only be levied for transaction charges as per our approved tariff available on our website.
Will I still be able to see the CBA/NIC code on my Pesalink?
NIC & CBA will no longer appear on the Pesalink list of Banks, instead, the new bank’s name and code will appear
Will I have to amend the bank codes already attached to our beneficiaries on CBA Connect and ARCIB?
No, you do not need to immediately amend the bank codes already attached to maintained beneficiaries. However, please update them with the new Bank codes over the next 6 months.
Will both 40407000 and 40441000 appear in the drop downs for CBA Connect and ARCIB?
The new Bank code of 40407000 will appear.
Will the swift code change?
The new swift code will be CBAFKENX
How will payments from CBA to NIC and vice versa be handled?
Transfers will be treated as internal funds transfer within the same bank. You will, therefore, have immediate value on your transfers.
Can my CBA and NIC accounts be located in one branch?
Yes, although we offer branchless banking which means that you can access our services from anywhere. Please submit a signed request through the contact center or your nearest branch should you wish to change it.
If I am linked to both CBA & NIC Pesalink, which account will I use?
If you have linked both your CBA and NIC accounts on Pesalink; one account will be deregistered depending on usage of the service for the last 1 year. The most active account will be retained as the primary account. Should you wish to make any amendments please reach out to Contact Centre on +254 711 056 444 or + 254 732 156444.