FAQs

1. 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

2. 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 of Kshs.550.
  • In case of any delays, the customer should contact their branch for more information.

3. 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 Centre to have the pin reset.

4. What are the requirements for opening a current account?
  • Identity card – both copy and original
  • Minimum opening balance of Kshs 5,000 for individuals

5. 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

6. How long does it take to get a loan 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.

7. 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.

8. 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 Directors resolution to open an account with the bank 
  • Kshs 5,000 for individuals and 10,000 for  companies

9. Cheque Maturity?
  • Cheques take on average one day to process i.e. 24hours from time of deposit.

10. 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 for more details or contact centre Tel: 020 277 6000020 277 6000/ 0703027000/ 0736 6901010736 690101/ SMS: 16111.

11.How do you transfer money from your co-op account to Mpesa?
  • Money can be transferred from all Co-op Bank accounts (except Hekima) to MPesa by first registering on Mobile banking by dialing *667# and follow the procedure. Another option is downloading the Mco-opcash App on your phone and follow the procedure.

12. Do you give a salary advance and what are the requirements?
  • Yes, the bank gives salary advances.
  • A salary advance is similar to a loan. One must present their pay slips, ID card, KRA pin and a consent letter from the employer.

13. What is the maximum amount one can withdraw daily from the ATM?
  • The maximum amount one can withdraw daily is 40,000 shillings but it depends on the account limit the customer choses

14. Why don’t you inform people of new things through text messages? What of those who don’t use Facebook? For example some people did not at all know that the ATMs were being changed!
  • We utilize a variety of communication channels to speak to our customers. Such as Facebook, Twitter, Co-op Bank website, Major Newspapers, Billboards, SMS, Email, Branch staff and ATM display screens. We do our best to keep our customers informed of any major changes.

15. Why do branches delay in processing the ATM cards? They should tell people to go pick them at the time they are sure they will have them ready.
  • 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.

16. 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 a debit card transfer form.

17. At exactly what time do branches close? All at same time or at different times?
  • Majority of our branches open at 8:30am to 4:00 pm.
  • The Executive Banking hall and a few select branches have extended hours.  Kindly visit the Co-op Bank website for more details or contact centre Tel: 020 277 6000020 277 6000/ 0703027000/ 0736 6901010736 690101/ SMS: 16111.

18. Explain to people about the MCO-OP cash, what it is and how it works?
MCo-op Cash is a mobile banking service which enables you to access a variety of banking, money transfer and payment services.
  • All you need is an ID card and a registered mobile phone number, it doesn’t matter which mobile phone network you are on. You may register for the service by dialing *667# or go to https://mobile.co-opbank.co.ke and select ‘Self registration.’ Follow the menu and receive an SMS confirming registration.

19. Where can I withdraw and deposit Money?
  • Your Co-op Kwa Jirani Agent near you
  • From the ATM using your Debit card
  • Through your Mco-op cash mobile access through *667# or through the Mco-op cash App

20. Where can I check my bank balance?
  • Your Co-op Kwa Jirani Agent near you
  • From the ATM using your Debit card
  • Through your Mco-op cash mobile access through *667# or through the Mco-op cash App

21. What can I do if I have forgotten my Mco-op cash PIN?
  • Walk to your nearest branch to have your PIN reset.

22. How can I contact my nearest branch?
  • Branch contacts for the branch near you can be found on the Co-operative bank website

23. Mco-op cash blocked Accounts?
  • Mco-op cash blocked Accounts If for any reason you find that your M-co-op Cash account is blocked, visit your nearest branch and receive assistance on unblocking.

24. What do I do when *667# is not working?
  • You can access the service by downloading the App Mco-op Cash from your App Store

25. 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.