Last Updated on August 14, 2025 by admin
Fidelity Bank is renowned for its commitment to providing excellent customer care, ensuring a seamless banking experience for its clients.
At the heart of its operations, Fidelity Bank’s customer care services are designed to cater to the diverse needs of its customers, ranging from everyday banking transactions to more complex financial inquiries.
The bank has established a comprehensive support system that combines cutting-edge technology with a personalized approach, enabling customers to access assistance through various channels.
Whether through their 24/7 customer service hotline, user-friendly digital platforms, or in-person consultations at the bank’s numerous branches, Fidelity Bank ensures that help is always within reach.
The cornerstone of Fidelity Bank’s customer care service lies in its dedication to addressing each customer query promptly and efficiently.
This dedication is reflected in the highly trained customer service representatives who possess in-depth knowledge of the bank’s products and services.
These professionals are adept at resolving issues, providing advice, and guiding customers through their banking needs, ensuring satisfaction with every interaction.
This article provides an overview of Fidelity Bank’s customer care offerings, including various contact options,
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Features and benefits of fidelity bank customer care
Fidelity Bank’s customer care, branded as TrueServe, is a key part of their commitment to providing seamless banking experiences. It is a multi-channel service designed to offer convenience, security, and quick resolution for customer inquiries and issues.
Here are the key features and benefits of Fidelity Bank’s customer care:
Features
- 24/7 Availability: TrueServe operates round the clock, 365 days a year. This means you can get assistance with urgent issues, such as a stolen card or a failed transaction, at any time of day or night.
- Multi-Channel Access: Fidelity Bank offers various ways to contact customer care, catering to different customer preferences:
- Phone: You can call their dedicated helpline numbers for general inquiries and support.
- Email: For non-urgent matters, complaints, or detailed requests, you can send an email to their customer service address.
- WhatsApp: They have a dedicated WhatsApp number, allowing for real-time chat support with a customer service representative.
- In-Person: For issues that require physical documentation or face-to-face interaction, you can visit any Fidelity Bank branch.
- Social Media: They are also active on platforms like Twitter and Instagram, where you can send direct messages for support or make public inquiries.
- Self-Service Options: The customer care system includes self-service features, such as an Interactive Voice Response (IVR) on their phone lines and chat bots on their digital channels. These tools can help you with basic tasks like checking your balance, blocking a card, or resetting your password without needing to speak to a live agent.
- Fraud Reporting and Security: TrueServe is a critical channel for reporting fraud or suspicious activity. They have a clear process for handling card-related issues (e.g., lost or stolen cards) and for assisting with account security concerns.
Benefits
- Convenience: The 24/7 and multi-channel access gives you the flexibility to reach out for support in the way that is most convenient for you, whether you’re at home, at work, or abroad.
- Quick Resolution: With various points of contact and a trained team of agents, TrueServe aims to provide quick and efficient solutions to your problems, minimizing any disruption to your banking activities.
- Enhanced Security: The ability to instantly report a lost or stolen card or a fraudulent transaction helps to protect your funds and financial information from unauthorized use.
- Information and Support: Customer care is a primary source for information about Fidelity Bank’s products and services, including loan requests, account opening requirements, and digital banking features.
- Record Keeping: Using channels like email and WhatsApp provides you with a written record of your communication with the bank, which can be useful for tracking the progress of a complaint or a complex issue.
How To Contact Fidelity Bank Customer Support
Fidelity Bank provides multiple channels for you to contact their customer support, known as TrueServe. You can choose the method that best suits your needs, whether it’s an urgent issue or a general inquiry
1.Phone
To contact Fidelity Bank’s customer care via phone, you can use their dedicated 24/7 helpline.
Here are the primary phone numbers for their TrueServe contact center:
- For General Inquiries (within Nigeria): +234 700 3433 5489
- For Calls from Abroad: +234 908 798 9069
When you call, be prepared to navigate an automated system to get to the correct department or to a live agent. You should have your account details and personal information ready for verification.
2 WhatsApp
Fidelity Bank offers customer support through WhatsApp, which allows you to chat with a banking assistant for a variety of services.
The dedicated WhatsApp number for Fidelity Bank’s TrueServe is:
- +234 903 000 5252
You can save this number to your phone and start a chat to get assistance with things like:
- Checking your account balance
- Transferring funds
- Paying bills
- Airtime top-up
- Submitting a complaint
This service is available 24/7, making it a convenient way to get help with your banking needs.
3 How to contact fidelity bank via email
To contact Fidelity Bank via email, you should use their official customer service email address. This is a good option for non-urgent inquiries, formal complaints, or when you need a written record of your communication.
The primary email address for Fidelity Bank’s TrueServe customer care is:
- true.serve@fidelitybank.ng
When you send an email, be sure to include the following information to help them assist you more efficiently:
- Your full name as it appears on your account.
- Your Fidelity Bank account number.
- A clear and concise subject line that summarizes your issue (e.g., “Inquiry about failed transaction,” “Complaint regarding card services”).
- A detailed description of your issue, including any relevant dates, times, or transaction reference numbers.
- Your contact phone number for a quick follow-up if needed.
4. Social Media
Fidelity Bank uses its social media channels to interact with customers, provide updates, and offer support. This can be a useful way to get in touch for general inquiries or to send a direct message for more specific, private issues.
You can contact them via their official social media handles:
Twitter: @fidelitybankplc
Send a direct message or tag them in a tweet for quick responses.
Facebook: Fidelity Bank PLC
You can message them directly or comment on their posts.
Instagram: @fidelitybankplc
Use Instagram Direct to send inquiries or follow for updates.
When using social media to contact them:
- For general questions, you can tag them in a public post.
- For account-specific or sensitive issues, always use the Direct Message (DM) feature to communicate privately with their customer care team.
Important Security Reminder: Never share your personal information like your account number, PIN, or passwords in public comments or posts.
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What information should I have ready when contacting Fidelity bank Customer Care?
When you contact Fidelity Bank Customer Care, having the right information ready will help them verify your identity and address your issue more efficiently. Here’s a list of information you should be prepared to provide:
- Your Full Name: The name registered on your bank account.
- Your Account Number: This is essential for them to access your account details and transaction history.
- Your Registered Phone Number: The phone number linked to your Fidelity Bank account is often used for verification and may be used to send a One-Time Password (OTP) for security.
- Your Registered Email Address: This is another form of verification and is needed if you are requesting documents or information to be sent via email.
- Details of the Issue: A clear and concise description of your problem is crucial. This includes:
- For transactions: The date, time, and amount of the transaction, and if possible, any reference numbers.
- For card-related issues: The type of card (e.g., Visa, Mastercard) and whether it is a debit, credit, or ATM card.
- For technical issues: A description of the error message you received or the steps you took that led to the problem.
Important Security Note: A legitimate Fidelity Bank representative will never ask for your PIN, passwords, full 16-digit card number, or the CVV/CVC on the back of your card. Be extremely cautious if anyone asks for this information, as it could be a fraudulent attempt to access your account.
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How can I escalate an issue with fidelity bank Customer Care if my concern is not resolved satisfactorily?
If you’ve contacted Fidelity Bank’s Customer Care (TrueServe) and your issue has not been resolved to your satisfaction, you have a clear process to follow to escalate your concern.
1. File a Formal Complaint with Fidelity Bank
Before escalating to an external body, it’s crucial to follow the bank’s internal process and create a clear record of your complaint.
- Send a Detailed Email: Write a formal email outlining your complaint. Include all relevant details such as your full name, account number, the date and time of the incident, any transaction reference numbers, and the dates and times you’ve already contacted customer care. State clearly that you are escalating the matter because the initial resolution was not satisfactory.
- Official Complaint Email: Use the primary customer service email address for this: true.serve@fidelitybank.ng.
Fidelity Bank also has a Whistle Blowing Desk, which you can contact for issues related to fraud or unethical practices. The phone number for this desk is 0813 984 3525.
2. Escalate to the Central Bank of Nigeria (CBN)
If Fidelity Bank fails to resolve your complaint within a reasonable timeframe (typically within 2 weeks of your initial report), you have the right to escalate the matter to the Central Bank of Nigeria (CBN). The CBN’s Consumer Protection Department (CPD) is responsible for handling complaints against financial institutions.
How to Contact the CBN:
-
- Email: Send an email to the CBN’s Consumer Protection Department at cpd@cbn.gov.ng.
- Letter: You can also send a physical letter addressed to:
- The Director, Consumer Protection Department
- Central Bank of Nigeria
- Central Business District, Abuja.
- Phone: You can also call 07002255226.
What to Include in Your Complaint to the CBN:
- Your full name, address, and contact information.
- The name of your bank (Fidelity Bank) and the branch where you have your account.
- A clear and detailed description of your complaint.
- The date you first lodged the complaint with Fidelity Bank.
- Copies of all correspondence with the bank (emails, complaint forms, etc.).
- Any supporting documents related to the issue (transaction receipts, account statements, etc.).
By following this escalation process, you create a formal record of your complaint and ensure that your concern is being addressed by both the bank’s internal team and the primary regulatory body for banks in Nigeria.
