If you identify unauthorized transactions on your account statement, you must report them immediately. If you do not report the transaction within 60 days of the statement and Zenus can prove that it could have prevented the event if it was informed promptly, then Zenus will not reimburse the amount.
If you could not inform Zenus of the unauthorized transaction for health reasons, Zenus would extend the notification period with adequate supporting documentation.
At Zenus Bank, we use the latest biometric technology to further enhance the security of our members and their accounts. When initiating a transfer, after having filled in all the information about the amount and counterparty, you will be asked to validate your biometrics to finalize the request. The transfer will then be processed.
To request a Direct Debit refund you will need to contact the merchant directly. If the merchant agrees to the refund it should be reflected in your account within 7-15 working days.
If you have already tried to resolve the issue with the merchant but they refused to help, please contact customer service and we will try and help resolve the issue.
Only Zenus Bank account holders can initiate payments
Zenus will transfer the amount requested. However, it is important to watch out for third-party fees. Although your transfer was not successfully received by the beneficiary and is returned to your account, when your money is in transit, it may be processed by an intermediary bank who could also apply a handling fee. Third-party fees may cause a lower amount returned to your account than the amount you originally sent.
Zen Transfers are immediate, for that reason we are unable to cancel them. We suggest you contact the beneficiary and ask for the refund. This is hopefully not too much of a challenge as they're free and quick to do.
Tracking invitations is currently not supported, but we are working on adding this feature. We will send you an email once an invitee is approved to receive payments with a link to complete the payment.
Account holders may use a recurring payment to pay any registered Zenus customer, subject to eligibility. If you have any questions please, contact customer service.
Zenus account holders may make recurring payments.
There are a few ways you can make payments or transfers to someone from your Zenus account. Before making the payment set them up as a contact in your account. This can be done easily using our online banking platform or on the Zenus app.
If they are an existing Zenus client you can make a Zen transfer to them, anywhere in the world, free of charge.
If they are in the US you can choose to pay them with an ACH payment or domestic wire transfer.
For international payments you can use wire or SWIFT payments.
You can make international or domestic payments to friends, family, businesses or organisations easily from your Zenus account. Before making the payment it's best to set them up as a contact in your account. This can be done easily via online banking or in the Zenus app.
When making a payment or transfer from the Zenus App or Online Banking, we recommend you check all the details before confirming payment. Once you have confirmed and approved, we cannot guarantee you that we will be able to make any changes. Please contact our Client Services team if that is your situation, and we will be happy to see if there is anything we can do.
Recurring payments should be set up with the company that will make the charge. Please ensure that you have the correct funds available in the account to make the payment as Zenus is not responsible for additional charges or fees that may be incurred if the transaction cannot be completed due to unavailable funds.
If you see a direct debit or non-authorized transaction on your account or monthly statement, please contact Client Services as soon as possible.
We have a limited time period of sixty (60) days to investigate a transaction.
If you're looking to learn more about us, have already applied or you're already a client, we're here to help.
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