All Account will enter an Inactive state from 3 months of inactivity. When there is no financial activity performed for up to six months without balance, the account status will be changed from inactive to dormant. Then six months later, the account will be changed from dormant to closed.
On reactivating the dormant account, the customer is informed to perform at least one activity to prevent the account dormancy again.
Re-activate Dormant Account Process:
Step 1. Select ‘Search’ option and in the dropdown select ‘Customer’
Step 2. In the customer window the user will enter the ‘MSISDN’ phone number or ‘TRN’ of the customer.
Step 3. Complete KYC - When the user asks the customer the various information they will select pass or fail after completing the verification questions the user will select verify (Plus 2 additional compliance questions)
Upon successful verification
Step 4. Frontline agent should create a ticket and request the customer’s ID & TRN
Step 5. Once the customer’s ID & TRN have been successfully received
Step 6. The reactivation request will be sent to the Back Office team by adding a private note to the ticket with the customer’s document and a description of what assistance is needed.
Step 7. Re-assign the ticket to the BO team.
Step 8. The Back Office Team will verify the documents and change the account status from Dormant to Active.
Step 9. Customer will then receive an SMS confirming the account reactivation and also be informed that a transaction must be completed in 7 days.
To reactive an inactive account, the account holder must perform a transaction that impact the account balance:
• Cash In
• Cash Out
• Bill Payment
• Top Up
• P2P
• Other transaction that decrease or increase the main wallet balance