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CORE BANKING UPGRADE FAQS

System Upgrade- What you need to Know

Frequently Asked Questions

ACCOUNT NUMBER

As a result of merging our customer base, two former systems were transitioned into a new system. This new system required a new account number to be generated.

You can view your new account number by either logging into your internet banking or viewing your statements.

To ensure we make this seamless for you, we have ensured that you can transact with either the former or the new account number.

Following the recent core banking system upgrade, the former NIC customers received 2 sets of statements; one covering the period from 1st to 18th September 2020 and the other, 21st to 30th September 2020. For any further clarification please reach us via Tel: +254 20 2884444 Mobile: +254 711 056444 or +254 732 156444.

We are in the process of enabling narrations to make it easier for you to reconcile.

You may request for historical statements from our Contact Center, Branches and Relationship Manager who shall be at hand to assist.

This is under review and we expect a resolution by 21st October 2020. You can, however, access your loan statement from any of our branches, Contact Centre or directly from your Relationship Manager at no cost.

This is now available on your mobile banking and internet banking channels.

We are working to have your transactions updated in near realtime on NCBA Connect. We shall inform you once this is achieved. In the meantime, we are at hand to provide you with updated statements as and when required.

CHEQUE BOOKS

If you have a cheque book with the bank code 041 included in the serial at the bottom, you must get a new cheque book. Please contact your domicile branch to arrange for collection. NCBA Bank shall issue you a new cheque book at no cost.

MULTIPLE ACCOUNT HOLDERS

We are very excited to advise that we will soon be rolling out a harmonized app which will ensure that you are able to transact all your accounts through one app. Until this process is complete, we request former NIC Customers to use NCBA NOW App and former CBA customers to use NCBA Kenya App

INTERNET BANKING

No, you do not have to register afresh to access internet banking. You will only need to register the token afresh. Please click here to direct you the registration of token process.

SWIFT CONFIRMATION

Swift confirmations are set up to be sent automatically and it could be that your contacts with us may not be fully updated. You may update your details by contacting us via Tel: +254 20 2884444 Mobile: +254 711 056444 or +254 732 156444 or accessing our Customer Self Service Portal on our website.

TRANSACTIONAL BANKING

We are working to ensure that the process of attaching documentation is easy on our Online Platform and we shall advise you when this functionality is enabled.

You can access your historical payments through the historical statements which you can request from any of our branches, the NCBA Contact Centre or through your Relationship Manager at no fee.

We currently have a host to host solution that does integrate into your accounting software. For more information, please reach out to your Relationship Manager.

MOBILE LOAN

The mobile loan is now available on the NCBA Now App.

Mobile Loan repayment is enabled and you can submit your loan payment via NCBA Now.

CARDS

Yes, they are valid. We will advise you when the cards will be replaced.

You may view your prepaid card details here

GENERAL

 

Product Name 

 		  

We have simplified the products to suit your needs. The new product names will appear on your statements, on online banking, mobile banking, and on our ATMs. 

 
Tariff Guide  

In order to harmonize our services, you may experience some tariff changes. Please click here to view the revised applicable tariff. This will be effective Mon 21st September 2020.

 
Savings Account  

You will be able to transfer funds from your savings account to your current account.

Transfers to other accounts will not be possible on online banking.

 
 

NCBA Pay Bill

 		  

The NCBA Bank Pay Bill is 880100.

Pay Bill Number 488488 will not be used after the upgrade. 

 
 

Account Number

 		  

For Ex-NIC customers, you will be allocated a new account number. This will be visible on your online and mobile channels as well as e-statements from Monday 21st September 2020. You may still continue to use your old account number over the transition period.

 
Internet Banking  

You will experience a unified online banking channel.

Customers with existing physical tokens from either formerly CBA Bank or formerly NIC Bank will be seamlessly migrated and enabled on the new channel. This shall also apply to formerly Ex CBA soft tokens. 

Formerly NIC Bank customers using HID soft token (both mobile & PC), will be required to download the new “HID Approve” soft token from the Apple and Google store stores and register the same through our Self Service Portal here.

To access the  Mobile Soft Token guide, click here For other Internet Banking Guides, please click here

Your online banking credentials (user identification) will be the same on the new NCBA online banking channel.

 
 

Beneficiaries

 		  

All your beneficiaries shall be migrated to the new system.

For all your RTGS and International Transfers, you will be required to include the beneficiary physical address. This applies to payments initiated through the maintained beneficiary.

We recommend that you amend your beneficiary templates to include the beneficiary address to avoid having to input this data every time you pay the same beneficiary.

 
 

Transaction processing timelines 

 		  

The transaction cut off timelines will be as below 

Payment Type Online Manual
RTGS 1500Hrs 1500Hrs
EFT 2000Hrs 1600Hrs
TTs 2000Hrs 1600Hrs
Amali Cheque Processing - 2000Hrs
 
 

Historical Statements

 		  

Ex NIC Bank customers will not be able to access historical transactions and statements after Thursday 17th Sep 2020 on the online and mobile channels. We advise customers to download and store their historical statements before this date.

You may also request for historical statements from our Contact Center, Branches and Relationship Manager who shall be at hand to assist.

 

All ex- NIC account holders will be required to surrender their old books and collect the new books with the new clearing code 07000 by 30th September.

All other cheque books will not be affected.

You will not be required to order a new debit card

We will post notices on our website, social media pages and in our branches to update you on information that you will need to know. In the meantime, please update your contacts at your nearest branch or through our Contact Centre so that we can send you timely information before and after the upgrade takes place.

Our Customer Contact Centre will be available to handle your queries. You can contact us on:
Tel: 020-2884444
Mobile: 0711056444/ 0732156444
Email: contact@ncbagroup.com

Social Media Handles
Facebook https://www.facebook.com/ncbabank/
Twitter https://twitter.com/ncbacare
Instagram https://www.instagram.com/ncbabankkenya/
Website: https://ke.ncbagroup.com/

No, your balance will not change. You may have noticed a debit and credit entry on your formerly CBA Bank Account (with the narration Debit/ Credit from Arrangement) upon completion of the first phase of our upgrade. These entries appear because we were moving your balance from the old to the new module. This does not affect your balance or account position.

NCBA Bank Kenya is committed to bearing the cost of any bank or regulatory penalties that were incurred as a direct result of the system changes between 21st September 2020 and 9th October 2020, subject to Terms, Conditions and Limitations. To submit a request please email feerefund@ncbagroup.com or reach out to your Relationship Manager.

We are committing to addressing simple requests within 48 hours and addressing more complex requests that require a detailed review within 5 days.