FAQs

We’ve compiled a list of the questions we get asked the most often. To jump to the section you’re most interested in, simply scroll below

• What are the requirements for opening a personal account with your bank?

  • An identity card or passport (copy and original).
  • Minimum opening balance where applicable.
  • A duly-filled accounts opening form.

• What is the duration of opening an account?

  An account is usually activated the same day a customer applies.
  
  The ATM Card is usually given a week later after the customer pays the required amount.
  
  In case of any delays, the customer should contact their branch for more information.

• How can one retrieve their card pin if they forget or lose them?

  One should either go to the branch at the self-service area for assistance or call our contact center team to have the pin reset.

  Email: customerservice@co-opbankss.com

• What are the requirements for opening a current account?

  • Identity card – both copy and original
  • Minimum opening balance

• How can I get a personal loan?

  Minimum requirements include:

  • Identity card both original and copy
  • PIN card both original and copy
  • Salary slips for the last 3 months

• How long does it take a loan to be approved by the bank?

  The duration of getting a Co-op Bank loan usually depends on the type of loan one wants. i.e. personal loans, business loans, SME loans and others.
  
  The minimum time that one can get a loan is usually between 48 working hours and 2 weeks depends on the amount and type of loan.

• Can one get a loan using a title deed? And what are the requirements for one to get a loan?

  Yes. It is possible for one to get a loan using a title deed but it depends on the type of loan needed.
  
  The requirements of getting a loan depend on the type of loan and can only be communicated at the branch after the customer identifies the type of loan.

• How can I open a bank account for my business?

  All it requires is for you to come to the branch with the following:

  • Original and copy of ID and referee for individuals.
  • Originals and copies of MoU, registration certificates and the directors’ resolution to open an account with the bank.

• Cheque maturity?

  Cheques take on average 48 hours from the time of deposit.

• Is the bank opened on weekends?

  Yes, all branches are open on weekends from 8:30 am to noon.
  
  Some branches have extended hours on weekdays and weekends.

  Kindly visit the Co-op Bank website http://www.co-opbankss.com/ for more details or call the contact center Tel: +211 921 494 670 during working hours.

• What is the maximum amount one can withdraw daily from the ATM?

  The maximum ATM withdrawal is SSP. 8,000

• Why don't you inform people of new things through text messages?

  We utilize a variety of communication channels to speak to our customers.
  Such as Facebook, Twitter, the Co-op Bank website, major newspapers, billboards, SMS, customerservice@co-opbankss.com, branch staff and ATM display screens.
  
  We do our best to keep our customers informed of any major changes.

• Why do branches delay in processing the ATM cards?

  The Bank does its best to ensure ATM cards are processed quickly.
  
  If there is any delay the branch will alert the customer.
  
  However, teller services are still available even when a customer does not have their ATM card.

• How can an ATM card be transferred from one branch to another and are there any charges?

  One has to confirm with the branch that the ATM card is available.

  Then go to the desired branch and fill out a debit card transfer form.

• At exactly what time do branches close? All at the same time or at different times?

  The majority of our branches open from 8:30 am to 4:00 pm on weekdays and from 8:30 am to noon.
  
  The Executive Banking hall and a few select branches have extended hours.
  
  Kindly visit the Co-op Bank website http://www.co-opbankss.com/contact-us/ for more details or contact center tel: +211 921 494 670

• How can I contact my nearest branch?

  Branch contacts for the branch near you can be found on the Co-operative bank website.

• What if I send money to the wrong number?

  Call the Co-op Bank contact center immediately and they will assist in reversing the transaction before the money is withdrawn.

  Call +211 921 494 670

• How can I register for mobile banking?

  Register for our Mobile Banking platform by dialing *156# or download the M-Co-opCash app via Google play store of follow this link http://www.co-opbankss.com/mobile-banking/

• How can I access and manage my account?

  You can access and manage your account through Mobile Banking, Internet Banking, ATMs, our branch network, or by contacting our Customer Care team. To register for Mobile Banking, simply visit any of our branches for assistance.

• How can I check my balance or reset my Mobile Banking password/PIN?

  You can check your account balance through Mobile Banking, Internet Banking, ATMs, by visiting a branch, or by contacting Customer Care. If you forget your Mobile Banking password or PIN, our Customer Care team can help you reset it securely.

• Can I use my Visa card for online payments, and what should I do if I forget my ATM PIN?

  Yes, your Visa card can be used for online purchases and payments with merchants that accept card payments. If you forget your ATM PIN, please visit your nearest branch or contact Customer Care for assistance in securely resetting it.

• What should I do if my ATM card is lost or stolen?

  Immediately report the loss or theft to Customer Care or visit the nearest branch so your card can be blocked to prevent unauthorized transactions. A replacement card can typically be issued within 15 minutes, allowing you to continue banking with minimal disruption.

• What banking solutions does Co-operative Bank offer to NGOs?

  Co-operative Bank of South Sudan provides a comprehensive range of banking solutions tailored to meet the unique needs of Non-Governmental Organizations (NGOs). These services include operational and project accounts, payroll management services, local and international SWIFT transfers, Internet and digital banking solutions, Cash-in-Transit (CIT) services, foreign exchange services, Trade finance solutions, pre-financing facilities for eligible donor-funded projects. Our NGO banking solutions are designed to support efficient project implementation, enhance financial management, and ensure seamless access to funds for humanitarian and development activities.

• Can an NGO receive donor funds through Co-operative Bank?

  Yes. Co-operative Bank supports NGOs in receiving donor funds through dedicated projects and operational accounts. We also offer a range of transaction banking services, tailored reporting solutions, and dedicated relationship management support to help organizations manage their funds efficiently, transparently, and in line with their operational needs.

• How can an NGO open an account with Co-operative Bank of South Sudan?

  Non-Governmental Organizations (NGOs) can open an account with Co-operative Bank by submitting the required registration and governance documents, valid identification documents for authorized signatories, and relevant project or operational documentation. Our dedicated Relationship Managers will guide your organization through the account opening process, assist with all documentation requirements, and ensure timely account activation to support your operational and project needs.