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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 not, please contact Client Services

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.

If not, please contact Client Services

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.

 

If not, please contact Client Services

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. 

 

 

If not, please contact Client Services

We like to call payments or transfers to other Zenus clients Zen Transfers. They're easy to set up and are free of charge to make. To get started log in to our Online Banking or Zenus app and set up your recipient up as a contact. You can then use the Zen Transfer service to send your money instantly to the recipient.

If not, please contact Client Services

There are a number of ways you can make payments or transfers to someone 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 in our online banking 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 then choose to pay them with an ACH payment or domestic Wire Transfer.

For international payments you can use Wire or SWIFT payments.

If not, please contact Client Services

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.  

If not, please contact Client Services

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 not, please contact Client Services

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.

If not, please contact Client Services