If a collection, benefit or repayment entry is unclear, contact your verified branch promptly. Describe what happened and when, and keep the relevant receipt or transaction reference.
Ask which payment channel is authorised and how to obtain an acknowledgement. Do not rely on an unverified caller, an unofficial account or the sample numbers shown in this demonstration directory.
If your business is facing repayment difficulty, explain the situation to the branch. Do not assume that a holiday, extension, waiver or restructuring has been approved unless it is confirmed through the formal process.
For unresolved concerns, the supplied head-office postal address is available on the contact page. A named grievance officer and formal response timelines must be published once approved.