Having your account blocked can be a frustrating experience. One moment you're trying to make a transaction, and the next you're unable to access your funds. While inconvenient, account blocks are an important security measure. Let's explain why this happens and what you can do about it.
Why We Block Accounts
We don't take the decision to block an account lightly. Our primary goals are to protect your funds, comply with regulations, and maintain a secure banking environment. Here are some specific reasons why an account might be blocked:
Non-compliance with regulatory requirements: Banking regulations require us to maintain certain standards for all accounts.
Breach of terms and conditions: Violating our terms of service can lead to account restrictions.
Suspected fraudulent or suspicious activity: If we detect patterns that match known fraudulent activities, we may restrict the account as a precautionary measure.
Ongoing KYB/KYC due diligence checks: We may need to restrict access while verifying business or personal information.
Verification needs: If we require additional verification of your identity or a particular transaction, we might temporarily restrict account access.
What Constitutes 'Suspicious Activity'?
When we refer to 'suspicious activity', we mean any transaction or pattern that deviates significantly from your usual account behavior. For example:
A sudden large transaction that's out of character for your account history
Multiple rapid transactions in a short time frame
Transactions from unusual locations or with unfamiliar devices
Specific Scenarios That May Lead to Account Blocks
Unverified accounts: Using a foreign card on an account that hasn't been fully verified.
Unusual transaction patterns: Frequent transfers between accounts without proper identification (BVN).
Mismatched information: Transactions where card details don't align with account information.
Geographical inconsistencies: Using a card issued in a country that doesn't match your current location.
What to Do If Your Account is Blocked
Contact the compliance team: Send an email to [email protected].
Provide detailed information: Include any error messages or notifications you received.
Be patient: The compliance team will investigate and work to lift the restriction as quickly as possible.
Cooperate fully: Respond promptly to any requests for additional information.
In some cases, we may need to involve regulatory bodies like the Central Bank. In these situations, the process of unblocking your account may take longer and involve additional steps.
Preventing Future Restrictions
To minimize the risk of future account restrictions:
Keep your account information up to date
Ensure all your business documentation is current and accurate
Familiarize yourself with our terms and conditions
Report any suspicious activity on your account immediately
If you have any questions not covered here, please contact us. We're committed to resolving your concerns while maintaining the security of your account.