At Zenus Bank, our customers' satisfaction is highly important and we consider our clients in everything we do. While we strive to provide seamless banking experiences, we understand that there might be times when you have concerns that may be escalated. That's why we've developed a transparent and efficient Complaint Policy to ensure that your voice is heard and your issues are addressed promptly.
We've made it easy for you to express your concerns, you just need to send an email to complaints@zenus.com. When lodging your complaint, please make sure to include the following details:
- Your full name and contact information.
- Your account number or any relevant information related to the complaint.
- A clear description of the issue, including important dates and details.
As soon your complaint is received our dedicated resolution team will conduct a thorough investigation, reviewing relevant records and possibly conducting interviews. We're dedicated to finding solutions promptly. Depending on the complexity of the issue, we aim to provide a resolution within 10 business days from acknowledging your complaint. Once your complaint is resolved, you would be informed via email.
Because your input is vital in helping us improve our services and make your future experiences even better, be aware that we keep comprehensive records of all complaints, investigations, resolutions, and feedback. These records guide us in refining our services and processes for the benefit of all our valued customers.
Remember, official complaints are a regulated process that includes your issue submission, and your collaboration in providing information regarding the complaint, Zenus would conduct an investigation and provide a resolution at the end. Keep in mind that we count with an effective Client Services team focused on providing you with the best experience and they can help you and provide answers in a less manner of time.
If you prefer to contact Client Services you can send an email at Clientservices@zenus.com, or via phone calling +1-833-936-8711. Client service agents are available Monday - Friday, 9:00 am - 6:00 pm AST.