FREQUENTLY ASKED QUESTIONS

About Credit Cards

For customers who have relationships with either CBA & NIC

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 reach the card center on the same number?


Yes, you can reach us on the same numbers.




Will the minimum payment due on credit cards change?


Your current credit card payment terms will operate under the same terms and conditions. In case of any future changes, the same will be communicated to you. We shall communicate the same to you.




Will the credit card fees change?


No, The Charges for the credit card fee will not change but rather will remain the same, A formal communication will be made in the future should there be any changes,




Will my card limit change?


Your card limit will remain the same. In case of any future changes, we shall communicate the same to you.




Will my credit card statement cycle change?


No, your credit card statement cycle will not change. The cycle will be maintained until advised otherwise.




Will my credit card payment date change?


No, the credit card payment date will remain the same until advised otherwise.




What do I need to do in case I lose my card?


Please contact us or visit your nearest branch immediately to have your card blocked and replaced.




Do I have to provide a travel advisory?


Yes, please notify us when you plan to use your card outside Tanzania. Should this requirement change in the future, we shall update you.




If I forget my pin can I visit any branch for replacement or do so at the ATM?


For pin reset issues, please request for a re-PIN in the usual way, Please visit your branch for pin reset.




I have two credit cards, can I consolidate my card limit and cancel one card?


Yes, you can consolidate your cards upon request. Your new limit will be subject to a credit appraisal process.




If I have two credit cards, will it be mandatory to return one?


At the point when we will be reissuing the new brand cards, you will only receive one card and return the two you will be holding. The Bank will reach out to you with more information on the terms of reissue.





About Loans

For customers who have relationships with either CBA & NIC

Will my overdraft (OD) limit change?


No. Your overdraft limit will remain the same.




What will happen to my interest rate on my existing Overdraft?


The existing interest rate will prevail and any change will be notified to you with a 30-day notice.




Will my review date change?


No. Your review date will remain the same.




If I have separate Overdraft accounts with both banks, can I consolidate my accounts?


The Overdraft accounts shall continue to operate under their current terms and conditions. However, you can consolidate them upon request for ease of management.




If I consolidate my Overdraft accounts, will the limit change?


The Overdraft limit will be combined until the next renewal date.




Which renewal date will apply once I have consolidated my overdraft accounts?


The earlier renewal date will be adopted for the consolidated Overdraft.





About Overdrafts

For customers who have relationships with either CBA & NIC

Will my overdraft (OD) limit change?


No. Your overdraft limit will remain the same.




What will happen to my interest rate on my existing Overdraft?


The existing interest rate will prevail and any change will be notified to you with a 30-day notice.




Will my review date change?


No. Your review date will remain the same.




If I have separate Overdraft accounts with both banks, can I consolidate my accounts?


The Overdraft accounts shall continue to operate under their current terms and conditions. However, you can consolidate them upon request for ease of management.




If I consolidate my Overdraft accounts, will the limit change?


The Overdraft limit will be combined until the next renewal date.




Which renewal date will apply once I have consolidated my overdraft accounts?


The earlier renewal date will be adopted for the consolidated Overdraft.





About Bank Accounts

For customers who have relationships with either CBA & NIC

Will my account number change?


No, you will retain your existing account number.




Will I have access to the same banking services as before?


Yes, you will have access to the same if not more services as you have been enjoying now.




Do I expect a change in my current tariff?


The new bank will issue a new tariff that will harmonize existing charges before merger so that ex-customers of either of the branches will continue enjoying the same tariff. The bank will communicate accordingly should there be a change of tariff.




Will I get instant credit for my CBA and NIC cheques?


Yes, we will be operating as one bank and therefore all your payment instruments will be real time.




Can I still continue using my cheque book?


Yes, you can continue to use your current cheque book. Your new brand cheque book will be issued to you within 2 months after the merger; appropriate notices will be issued to you when they will be ready for collection.




When you migrate my cheque book/debit card to the new bank, will you charge me?


No, you will not be charged for any forced one-off migration.




Who should I refer account queries to?


Please refer your queries to: Your Relationship Manager Branch Manager or Any nearest branch - Contact Centre on +255767486526, or + 255 768987000.




Which contacts (Tel and Email) and social media handles can I use for my queries?


You will be able to reach us through any of our existing social media handles and contacts. Should there be any changes, we shall advise you appropriately.




What will happen if I have two similar accounts at CBA and NIC?


You can choose to maintain both accounts. Should you wish to close one and consolidate, we can do so at your request at no cost.




Will I have 2 relationship managers now?


No, we will recommend one relationship manager to handle your relationship to provide a seamless experience.





About Branches & Alternative Channels

For customers who have relationships with both CBA & NIC

Can I be served at any CBA or NIC bank outlets?


Yes, you will have access to all CBA and NIC bank service points.




Will both banks retain the current branch network and channels e.g. automated teller machines and cash deposit machines?


Yes, all branches and channels will be retained to service all customers. Should there be any changes, we will communicate accordingly.




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 then receive login credentials on your registered mobile numbers.




How do I access mobile banking using a non internet enabled phone?


Our mobile banking services are available on USSD via short code *150*24# for ex-CBA customers, meanwhile ex-NIC will have to register for USSD as a new channel




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 Visit branch or Contact our Customer support using below contacts: Email address: Tanzaniacashmanagement&[email protected]; Telephone: +255 768 987000




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 & Internet Banking. Ex-NIC customers All mapped and loan accounts are accessible on mobile banking & Internet 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 transactions charges as per our approved tariff available on our website.




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 the swift code change?


The new swift code will be CBAFTZTZ




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.




Western Union


Yes, the money transfer services will still be available.




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.





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