Terms of Service

This section applies to personal accounts only.
Notify Zemen Bank at once if you believe your PIN or password has been stolen at  Tel: 011-5501111. Telephoning is the best way to limit the amount of loss.

You may contact Zemen Bank by calling (+251-11-550-1111). Customer Service Professionals are available to assist you Monday through Friday 7:00 AM midnight GMT+3 and Saturday through Sunday 8:00 AM—5:00 PM GMT+3.

Customer Service Professionals may provide assistance only within the guidelines set forth by Zemen Bank and as required by law. Customer Service Professionals are not authorized to negotiate any of the terms of this agreement.

The same encryption process used to secure your account information secures messages sent via Zemen Internet Banking and Bill Payment. The Customer Care feature provided by Zemen Internet Banking and Bill Payment may be used to transmit confidential account information to Zemen Bank.

Zemen Bank is responsible for making reasonable efforts to fulfill only those account requests actually received via Zemen Internet Banking and Bill Payment. Zemen Bank may not be held accountable for any loss resulting from the delay or failure to transmit a message via Zemen Internet Banking and Bill Payment arising from user error, malfunction of equipment, natural impediments, and/or inaccurate or incomplete information.

This section applies to personal accounts only.
In case of errors or questions about your electronic transfers, contact Zemen Bank at (+251-11-550-1111) and select option 6 or write to us as soon as you can at Fettan Customer Service Department, The Zemen Bank, Josif Tito Rd, Kirkos Sub city, Addis Ababa, Ethiopia.

Zemen Bank must hear from you within sixty (60) days after the FIRST statement on which the problem appeared was sent to you. Please tell us your name and account number, describe the error or the transfer about which you are unsure and explain why you believe there is an error, and tell us the dollar amount of the suspected error. If you tell us orally, we may require that you send us your complaint or questions in writing within ten (10) business days.

Zemen Bank will tell you the result of our investigation within ten (10) business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to forty-five (45) days to investigate your complaint or questions. If we decide to do so, we will provisionally credit your account within ten (10) business days for the amount you think is in error, so that you will have the use of the money during the time it takes us to complete our investigation.

If Zemen Bank asks you to state your complaint or question in writing and we do not receive it within ten (10) days, we may not provisionally credit your account. If we decide that there was no error, Zemen Bank will send you a written explanation within three (3) business days after we finish the investigation. You may ask for copies of the documents that were used in the investigation.

Payments to Zemen Bank accounts and transfers between your Zemen Bank accounts are free of charge. The first 20 payments per month to non-Zemen Bank accounts are also free of charge. Zemen Bank reserves the right to assess a fee for any payment made in excess of the first 20 payments.

 Zemen Bank hereby disclaims any warranties, endorsement or representations express or implied, related to any product, service, advertisement or other information contained herein. This includes any content contained, distributed, linked or downloaded from the document.

Any products or services from this document are to be used at your own risk, with no obligations or liabilities by Zemen Bank. Any exceptions to this general disclaimer would be outlined within any applicable Service Agreement. Zemen Bank also does not guarantee the quality of any product or displayed materials that are purchased or used by you as a result of an advertisement to which you respond. It will be within the sole discretion of Zemen Bank to correct any errors or to omit any portion of the services, products or materials contained herein.

If you have consented to accessing your periodic statement information electronically:

You understand and agree that Zemen Bank will provide all of your periodic statement information, including notices about changes to your account, in electronic form.

In order to access your periodic statement information electronically, you must operate a browser version that supports Secure Sockets Layer encryption technology, frames, cookies, and JavaScript. The Zemen Bank document is optimized for use with 5.0 or higher browser versions of Netscape Navigator and Microsoft Internet Explorer or Safari™ 1.0 for Macintosh. Page resolution is based on an 800x600 pixel screen dimension. Please note that variant settings or device types may affect presentation.

If you would like a paper copy of any periodic statement, please contact a Customer Service Professional online via our "Contact Us" link or call (+251-11-550-1111), option 6, Monday through Friday 7 AM - Midnight and Saturday and Sunday 8 AM - 5 PM GMT+3. We may charge a fee for each periodic statement copy you request.

You may elect to withdraw consent to receive your periodic statements in electronic format. However, if you have an Zemen Checking account, we reserve the right to convert this account to another type of account with similar features. To withdraw consent, please contact a Customer Service Professional online via our "Contact Us" link or call (+251-11-550-1111), listen to options, Monday through Friday 7 AM - Midnight and Saturday and Sunday 8 AM - 5 PM GMT+3.

Internet Banking and Bill Payment Zemen User Agreement

This user agreement ("Agreement") is provided by Zemen Bank to govern the use of Zemen Internet Banking and Bill Payment services. Services provided by Zemen Internet Banking and Bill Payment are additionally governed by any other separate agreement(s) you may have with Zemen Bank or any of its affiliates or subsidiaries, including but not limited to, the Rules and Regulations of the Bank, any loan agreements, and any amendments or changes made to this Agreement.

By using Zemen Internet Banking and Bill Payment, you agree to be bound by the terms and conditions contained in this Agreement.

The following definitions apply to the terms contained in this Agreement: "Business Day" is defined as Monday through Friday excluding the Federal Holidays or as otherwise posted in the Banking Centers.

"You" and "Your" shall mean the person, persons or entities in whose name the account is carried on the books of Zemen Bank and shall include the masculine, feminine, and neuter genders and the plural as well as the singular wherever the context so permits.

"Us" "Our" and "We" shall mean Zemen Bank and all of its affiliates and subsidiaries. "Payee" shall mean the person, business or other entity to which your payment will be made. You must provide sufficient information about each Payee to properly direct a Payment to that Payee and permit the Payee to identify the correct account. This information may include, but is not limited to, the name and address of the Payee and your Payee Account Number.

Zemen’s Internet Banking and Bill Payment service allows Zemen Bank customers to view their account information and initiate transactions from their Zemen Bank accounts. Such services include but are not limited to the following:

• View account information for checking, savings, time deposit, Zemen Credit/Debit Accounts and loan accounts.
• Transfer funds between linked Zemen Bank accounts.
• Modify/Cancel payments scheduled in advance.
• Report account problems, request information, or order changes to account information or services via a secured communication channel.

By directing Zemen Internet Banking and Bill Payment to transfer funds or initiate a payment, you authorize Zemen Bank to withdraw from the designated account the amount of funds required to complete the assigned transaction. You regard requests for new account services, instructions to change existing account information or services, and other communication received via Zemen Internet Banking and Bill Payment as legal endorsements. As such, all correspondence initiated via Zemen Internet Banking and Bill Payment shall command the legal authority of a written request authorized by your signature.
 

If Zemen Bank does not complete a transfer to or from your account on time or in the correct amount according to the account agreement with you (including, but not limited to, all rules and regulations governing your account), we will be liable for all losses not to exceed the amount of the transfer. However, there are exceptions. Zemen Bank will not be liable for, including but not limited to, the following:

1. If, through no fault of Zemen Bank's, you do not have enough money in your account to complete the transfer; or
2. If the transfer would go over your credit limit on your line of credit account; or
3. If circumstances beyond our control (such as fire or flood) prevent the transfer, despite reasonable precautions that have been taken; or
4. If the funds in the account are subject to legal process or other encumbrance restricting such transfer; or
5. If the Internet Banking system was not working properly due to the failure of electronic or mechanical equipment or communications lines, telephone or other interconnect problems, normal maintenance, unauthorized access, theft, operator errors, severe weather,earthquakes, floods and strikes or other labor problems; or
6. If there is an allegation of fraudulent activity concerning the account; or
7. If other rules, regulations or agreements of Zemen Bank so provide.
8. If transaction instructions are not actually received by Zemen Bank, Zemen Bank may not be held accountable for any loss resulting from the delay or failure to transmit instructions arising from user error, malfunction of equipment, natural impediments, and/or inaccurate or incomplete information.

Occasionally a Payee may choose not to participate in the Bill Payment service, or may require additional information before accepting payments.

Zemen Bank will work with these Payees to encourage them to accept an electronic or check payment from the bank. If Zemen Bank is unsuccessful, or if Zemen Bank determines that the Payee cannot process payments in a timely manner, Zemen Bank may decline future payments to this Payee. In the unlikely event that this occurs, Zemen Bank will promptly send you a notice. Any obligations that you wish to pay through the Zemen Internet Banking and Bill Payment service must be payable in Ethiopian Birr to a payee located in Federal republic of Ethiopia. Zemen Bank reserves the right in its sole discretions to restrict categories of payees to whom payments may be made using the service.

You should not use the service to make:

1. tax payments
2. court-ordered payments
3. payments to settle securities transactions