| # | SERVICE REQUIRED | TIMELINE |
|---|---|---|
| 1 | GENERAL ENQUIRIES | 5 MINUTES |
| 2 | BANK STATEMENT(FROM 2012) | 15 MINUTES |
| 3 | ENQUIRY-TRANSACTION DOCUMENT KEPT IN-BRANCH | 24 HOURS(1 WORKING DAY) |
| 4 | ENQUIRY-TRANSACTION DOCUMENT FILED OFFSITE | 5 WORKING DAYS |
| 5 | ACCOUNT OPENING(PERSONAL) | SAME DAY* |
| 6 | ACCOUNT OPENING(BUSINESS) | 2 WORKING DAYS |
| 7 | REACTIVATION OF DORMANT ACCOUNT | 10 MINUTES |
| 8 | REGISTER E-BANKING SERVICES(Mobile,Internet,Airtel Money,Mpamba,SMS Alerts,E-Statements) | 24 HOURS(1 WORKING DAY) |
| 9 | RESET EAZYMOBILE PIN (Mobile Banking) | 24 HOURS(1 WORKING DAY) |
| 10 | RESET EAZYMOBILE PIN (Internet Banking) | IMMEDIATE |
| 11 | CASH WITHDRAWAL OVER THE COUNTER (Below K200,000) | 10 MINUTES |
| 12 | CASH WITHDRAWAL OVER THE COUNTER (Above K200,000) | 15 MINUTES |
| 13 | CASH DEPOSIT (Under K200,000) | 10 MINUTES |
| 14 | CHEQUE WITHDRAWAL (Third Party Cheques) | 30 MINUTES |
| 15 | CHEQUE DEPOSIT | 10 MINUTES |
| 16 | ISSUING BANK CHEQUE | 1 HOUR |
| 17 | CHEQUE CLEARING(NBS) | 1 WORKING DAY |
| 18 | CHEQUE CLEARING(Other Banks) | 3 WORKING DAY |
| 19 | CHEQUE CLEARING(Manual) | 8 WORKING DAY |
| 20 | ELECTRONIC FUND TRANSFER(NBS) | SAME DAY |
| 21 | ELECTRONIC FUND TRANSFER(Other Banks) | 24 HOURS |
| 22 | CHEQUE BOOK(Within Blantyre) | 2 WORKING DAYS |
| 23 | CHEQUE BOOK(Outside Blantyre) | 4 WORKING DAYS |
| 24 | DEBIT CARD | 10 WORKING DAYS |
| 25 | CREDIT CARD | 14 WORKING DAYS |
| 26 | RENEW CARD PIN | 5 WORKING DAYS |
| 27 | OVERDRAFTS(Personal Accounts) | 3 WORKING DAYS |
| 28 | PERSONAL LOAN/SHORT TERM LOAN | 3 WORKING DAYS |
| 29 | EMPLOYER SUPPORTED LOAN | 3 WORKING DAYS |
| 30 | LETTERS OF CREDIT (Cash Covered) | 4 WORKING DAYS (Below 5 Million) * |
| 31 | GUARANTEES | 4 WORKING DAYS* |
| 32 | ASSET FINANCIAL LOAN | 7 WORKING DAYS |
| 33 | MORTAGES | 21 WORKING DAYS* |
| 34 | CERTIFICATIONS | 2 WORKING DAYS* |
| 35 | FOREIGN BANK DRAFT (Within Blantyre, Lilongwe & Mzuzu) | 1 WORKING DAYS |
| 36 | FOREIGN BANK DRAFT (Outside Blantyre, Lilongwe & Mzuzu) | 2 WORKING DAYS |
| 37 | SALARY PROCESSING | 24 HOURS (1 WORKING DAY) |
| 38 | CLAIMS ON FAILED TRANSACTIONS | 2 WORKING DAYS |
| 39 | CLAIMS ON FAILED ATM AND POS TRANSACTIONS(NBS) | 2 WORKING DAYS |
| 40 | CLAIMS ON FAILED ATM AND POS TRANSACTIONS(Other Banks) | 5 WORKING DAYS |
| 41 | ANSWER TELEPHONE QUERIES | WITHIN 3 RINGS(business days and hours) |
| 42 | RESOLVE TELEPHONE QUERIES | WITHIN 1st CALL (when no follow up is required) WITHIN 1 WORKING DAY (when follow is required) WITHIN 3 WORKING DAYS (when escalation is complex) |
| 43 | RESPOND TO WRITTEN ENQUIRIES | WITHIN 3 WORKING DAYS (upon receipt) |
| 44 | RESPOND TO EMAILS | WITHIN 1 WORKING DAY (upon receipt) |
| 45 | GREET WITH A SMILE | EVERYTIME |
*Assuming all documentation is provided and in order
** In cases where the above timelines cannot be met you will be informed.
