ABOUT CIB
Frequently asked questions
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Common Queries
What services does CIB Kenya offer?
- CIB Kenya offers a comprehensive suite of financial services, encompassing both
personal and business banking solutions. - Offerings include a variety of loans, tiered interest-earning current accounts, savings
and investment accounts. - We also offer convenient online and mobile banking platforms.
- We also specialize in trade finance and provide tailored services for SMEs and
corporates
What foreign exchange services does CIB offer?
- Foreign exchange (FX) services offered by CIB Kenya encompass a range of
products and services that cater to individuals, businesses, and financial institutions
engaged in international transactions. Some of these services include;
- Currency Exchange: Converting one currency to another for travel,
business, or personal use. - Foreign Currency Accounts: Multi-Currency Options: Accounts available
in foreign currencies for USD, EUR, GBP. - Trade Finance Services: FX services tailored for importers and exporters
to facilitate international trade. - Foreign Currency Remittances: Receiving money from family or friends
abroad, through our specialized remittance services.
- Currency Exchange: Converting one currency to another for travel,
How do I update my contact information?
- Visit your nearest CIB branch and bring your identification and proof of the new
address or contact details.
Does the current account come with a debit card?
- Yes, you can purchase a debit card when opening any current account.
Does CIB offer an overdraft facility?
- Yes. An overdraft allows you to withdraw more money than you have in your account,
up to a pre-approved limit. - Visit your nearest CIB branch to confirm your pre-approved limit.
Does CIB offer Internet and mobile banking and how do I register?
- Yes. Contact us or visit your nearest CIB branch to register for internet and mobile
banking. - You will receive login credentials on your registered email address to access your
account
What are the available multichannel banking services at CIB Kenya?
- Online Banking:
- Provides customers with access to their accounts via a secure internet portal.
- Customers can view balances, transfer funds, and manage other financial
transactions online.
- Mobile Banking:
- Involves the use of a mobile banking app and offers similar functionalities to
online banking, with the added convenience of mobility.
- Involves the use of a mobile banking app and offers similar functionalities to
- Additional features include biometric login, card management, and real-time
transaction monitoring.
What are CIB Kenya’s banking hours?
- Monday-Friday from 9:00 AM to 5:00 PM
- Saturdays from 9:00 AM to 12:00 PM.
- We remain closed on Sundays and public holidays.
Does CIB Kenya offer lockers for safe deposit?
- Yes, CIB Kenya offers small, medium, and large lockers with dimensions ranging
from- Small- 17x23x47 cm
- Medium - 29x32x47 cm
- Large -17x51x47 cm.
- Locker services require a refundable key deposit and annual fees, with the deposit
earning interest at 4.5% annually.
What are the requirements for signing up on internet and mobile banking?
To register for the service, one must have an existing account with the Bank. And follow the following steps:
a) Individual User
- Using the link https://onlinebanking.cibke.com select ‘Register a new individual user’
- Enter the valid account number and registered mobile number
- Enter the One Time Password (OTP) sent to the mobile number
- Enter your preferred username and set a password as per the password rules and confirm
- Select and set the security questions and confirm
- Accept the Terms and Conditions
- If successful, you will be directed to the login page and an SMS and email confirmation will be sent by the Bank to confirm successful registration
b) Corporate Account Holders
- Using the link https://onlinebanking.cibke.com/ select ‘Register New Corporate User’
- On the registration page, enter the Account Number, Company’s Registration number, Email address, and Phone number
- Click on ‘Send Request’ and you will receive a confirmation message that the request has been submitted to the bank
The request will be processed by the bank and feedback given.
What happens if I don’t get the OTP through SMS during the registration process?
Contact the Bank through email contactus@cibke.com or call +254 703053100 for further assistance.
What should I do if I forget my password for the platform?
If you forget your password, you may follow the process below:
- Using the link https://onlinebanking.cibke.com/, select the ‘Forgot password’ menu
- Enter your username and upon successful validation of the username, select the method for the password reset.
- Enter the One Time Password (OTP) via the registered mobile number
- Enter the corresponding account details
- Answer the security questions that were set during registration
- Set the new password and confirm
Should any of the above processes fail, reach us at contactus@cibke.com or call +254 703053100 for further assistance.
Are there charges for signing up on internet banking?
No, there are no charges for signing up
Is the internet banking available for companies?
The platform is available for all account holders of CIB Kenya Limited – individual accounts, joint accounts, and corporate accounts.
Can I retrieve my set username in case I forget it?
Yes, you can. To retrieve your username:
- Using the link https://onlinebanking.cibke.com/, select the ‘Forgot username’
- You will be redirected to the ‘forgot username’ page with a dropdown to select a way to recover it
- Enter the required corresponding information
- Enter the OTP received on the registration mobile number
- Your ‘username’ will be displayed as a pop up and an SMS and email sent with the information.
Should any of the above processes fail, reach us on contactus@cibke.com or call +254 703053100 for further assistance.
How can I access the internet banking services?
The platform is multichannel and can be accessed through:
- Web link https://onlinebanking.cibke.com/
- Android mobile app (Maypay)
- iOS mobile app (Maypay)
Can I have several users linked to an account?
Yes, multiple users can be linked to similar account/ accounts. This linkage is done upon the customer’s request through your nearest bank branch.
Everything Else
What are the types of Transfers and Transactions that I can do on the platform?
- Transfers between own accounts
- Transfer to other Commercial International Bank accounts
- Transfers to other local banks through Pesalink; Real Time Gross Settlement (RTGS) Electronic Funds Transfer (EFT)
- International account transfers (TT)
- Bulk payments
- Kenya Revenue Authority (KRA) obligations
- Transfers to mobile money (M-Pesa)
- Bills and Utility payments
- Airtime Top-up
- Eazzypay
What are the fees and charges for transactions done on the platform?
The following are the charges and fees related to the internet and mobile banking:
- Own account transfer- Nil charges
- Inhouse Transfer- Nil charges
- RTGS – KES 500
- EFT – KES 300
- TT- KES 1500
- KRA payments – Nil Charges
- Pesalink
How long does it take to process transactions done on the platform?
The transactions initiated through the internet and mobile banking platform are processed on a near real time basis.
For any delays or transaction queries, please contact us through contactus@cibke.com or call +254 703 053 100
What are the transaction limits applicable?
| Transaction Type | PER_DAY_LIMIT | PER_TRAN_LIMIT | MIN_TRAN_LIMIT |
|---|---|---|---|
| Funds Transfer – To Other Bank – RTGS | 10,000,000.00 | 1,000,000.00 | 10 |
| Funds Transfer – To International | 500,000.00 | 100,000.00 | 10 |
| Funds Transfer – To Other Bank – EFT | 999,999.00 | 500,000.00 | 50 |
| Bank to M-Pesa Mobile | 300,000.00 | 150,000.00 | 50 |
| Pesalink Account to Acc | 1,000,000.00 | 200,000.00 | 10 |
| Pesalink Account to Phone | 1,000,000.00 | 200,000.00 | 10 |
| Bill Payments | 100,000.00 | 70,000.00 | 50 |
What is the transaction cut off time for an EFT/RTGS?
- RTGS cut off time is 2pm (EAT) on a working day. Any transaction done after the cut off will be processed during the next working day.
- EFT cut off time for same day processing is 4 pm (EAT) on a working day.
- Bulk Payments cut off time is 4 pm (EAT) on a working day.
Do I have to register a beneficiary for Funds Transfers and how do I do that?
The platform allows you to perform a funds transfer to a non-Beneficiary (one-time transfer) or to a saved beneficiary.
To add a beneficiary, Log into IB, go Transfers menu, and beneficiary management menu and add, edit or delete the Beneficiary.
What do I do if I have registered a beneficiary with incorrect details and have sent the money as well?
- Contact the bank immediately through contactus@cibke.com or call +254 703 053 100 to assist with the transaction recovery (reversal) where possible.
- Note to also amend the beneficiary details under ‘Beneficiary Management’ menu
- For transactions dependent on mobile number as recipient number, you are kindly advised to always the mobile number from your phone contact book to avoid any mistakes
Can I view several accounts under one log in?
Yes, for individual account holders, all accounts and cards are automatically mapped to your profile at registration.
For Corporate and joint account holders, account access is granted as per the account operating mandates through the branch.
How secure is the platform?
We have put in place the highest security standards such as:
- Two Factor Authentication for transactions
- High End Encryption and Device Authentication.
Please note that an alert is sent to the user email for any activity done on the platform and should you suspect an unauthorized access, urgently log in and change your password and reach the bank through contactus@cibke.com or call +254 703 053 100 for further assistance.
What are the Bank contacts in case of further enquiries or complaints related to internet banking?
Reach us 24/7/365 through contactus@cibke.com or call +254 703 053 100 for further assistance.
What is a tiered interest-earning current account?
- An account that enables you to earn interest based on the balance you maintain in
your current account. The interest is calculated daily and credited to your current
account at the end of the month. - Customers earn interest on their current account funds while retaining easy access
to their money for everyday transactions.
How many types of interest earning current accounts does CIB Kenya offer?
Interest earning Corporate Current Account:
- Requires an opening balance of KES 1,000,000 or equivalent in foreign currency
- Interest earned daily for balances above KES 1,000,000
- Free unlimited internal transfers
- Cheque book available
- Free daily/ weekly/ monthly e-statements
- Preferential foreign exchange rates
- Overdraft facilities
- Cashflow lending
- Dedicated dedicated Relationship Manager.
- Nil over the counter withdrawal charges
- Personalized cash management services such as:
- Salary payments
- Supplier payments
- Treasury & FX Trading
- Trade Financing
- Local and international payments
Interest earning Elite Business Current Account:
- Requires an opening balance of KES 50,000 or equivalent in foreign currency
- Free internal transfers
- Free daily/ weekly/ monthly e-statements
- Preferential foreign exchange rates
- Cheque book available
- Overdraft facilities
- Cashflow lending
- Dedicated Relationship Manager
- Interest earned daily for balances above KES 1,000,000
- Personalized cash management services such as:
- Salary payments
- Supplier payments
- Treasury & FX Trading
- Trade Financing
- Local and international payments
Interest earning Standard Individual Current Account:
- Opening balance of KES 20,000 or equivalent in foreign currency
- Minimum monthly maintenance of KES20,000 or equivalent in foreign currency
- Interest earned daily for balances above KES 1,000,000
- Cheque book available
- Free internal transfers
- Free monthly statements
- Free online banking and mobile banking app
- Free internal standing orders
- Zero cash handling fees on deposits.
- Nil over the counter withdrawal charges
Interest earning Premium Individual Current Account:
- Opening balance of KES 100,000 or equivalent in foreign currency
- Minimum monthly maintenance of KES100,000 or equivalent in foreign currency
- Interest earned daily for balances above KES 1,000,000
- Dedicated Relationship Manager
- Free internal transfers
- Cheque book available
- Sweeping arrangements available
- Free over the counter withdrawal charges
- Free online banking and mobile banking app
- Tailor made loan facilities
- Free monthly statements
- Zero cash handling fees on deposits.
- Nil monthly maintenance fees for deposits above Ksh500,000.
Diaspora Banking Current Account:
- Nil ledger fees for balances above USD1,000 (or equivalent in local/foreign
currency) - Opening balance of USD 1,000 (or equivalent in local/ foreign currency)
- NIL cash handling fees
- Free incoming transfers
- Free internal standing orders
- Free monthly statements
- Dedicated Relationship Manager
What savings account options are available at CIB Kenya?
Savings Account:
- This account allows you to save money and earn interest of up to 4.5% annually
- Minimum opening balance of KES 10,000 or equivalent in foreign currency
- Zero ledger fees
- Free monthly statements
- Four free withdrawals per month.
- Interest is paid at prevailing market rates on all balances
Children’s Savings Account:
- Designed for young savers
- This account allows you to save money and earn interest of up to 4.5% annually
- One school fee RTGS/EFT/Banker's cheque per quarter
- Two free monthly withdrawals per month.
- Nil monthly maintenance fees
- Free weekly/monthly/quarterly statements
- Minimum deposit of KES 10,000 or equivalent in foreign currency
- Visit your nearest CIB branch to open a savings account and start earning
interest.
What are the features of CIB Kenya's fixed deposit account?
- Fixed Deposit Account is available in major currencies (KES/USD/GBP/EUR).
- Offers competitive tiered interest rates
- Terms ranging from 1 month to 1 year.
- Interest accrues daily and is paid upon maturity.
Do I get a free debit card when I open a CIB Current Account?
- Yes. We issue you with a free Visa debit card
- The card enables you to conveniently access your funds and make payments across
merchant locations (supermarkets, fuels stations, restaurants, etc.) - You can also access the CIB Mobile App and CIB Internet Banking feature which
allow you to conveniently manage your account.
What debit and credit card options are available?
- Classic Debit Card: Reduces administrative expenses by up to 40% by minimizing cash
and cheque-handling. Enables domestic and international usage, with daily transaction
limits for POS, ATMs, and internet purchases.
- Secured Visa Credit Card:
- Available in three options- silver, gold, infinite. Credit cards provide a convenient
and quick way to make purchases, whether in-store, online, or over the phone. - CIB credit card offers up to 50 days of credit and features like contactless
payments, SMS/email alerts - Credit limit ranging from KES 15,000 and above (dependent on customer
eligibility).
- Available in three options- silver, gold, infinite. Credit cards provide a convenient
What loans does CIB Kenya offer?
- We offer both retail and corporate loan services.
- Some of the loans we offer include:
- Personal loans
- Business loans such as:
- Overdraft financing
- Asset financing
- Trade Financing
- Cashflow lending
- Supply Chain financing
How do I transfer money to another account?
- You can use online banking, mobile banking, CIB bank branches, or through cheque
deposits.
