Commercial Bank of Ethiopia Mobile Banking Services: A Comprehensive Guide

Nov 06, 2025 0

The Commercial Bank of Ethiopia (CBE) is the largest commercial bank in Ethiopia. As of June 2021, it had about 1.1 Trillion Birr in assets and held approximately 67% of deposits and about 53% of all bank loans in the country.

The CBE offers a mobile banking app that provides users with a convenient and accessible way to manage their financial activities on-the-go. This article delves into the various aspects of CBE's mobile banking services, including its features, security measures, and user experience.

Key Features of the CBE Mobile Banking App

The Commercial Bank of Ethiopia mobile banking app provides users with a convenient and accessible way to manage their financial activities on-the-go. Here are some of its notable features:

Account Management: Check real-time account balances and view account statements.
Fund Transfers: Transfer funds between your own accounts.
Beneficiary Management: Manage beneficiaries for easy transfers.
Exchange Rates: Check current exchange rates.
Local Money Transfers: Perform local money transfers using mobile numbers.
Bill Payments: View and pay bills online directly through the app.
ATM Locator: Find nearby ATM locations.

Overall, the app is designed to enhance user convenience by providing easy access to banking services from anywhere, at any time. It supports various account management tasks and integrates additional services like ATM locators, making it a useful tool for managing daily financial needs.

Security Measures

One of the key benefits of this app is its secure login system, which supports biometric authentication options like fingerprint or Face ID, ensuring a safe and personalized user experience.

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To further enhance security, users are required to keep their credentials confidential and must not share them with any third parties.

CBE Mobile Banking Transfer QR #cbe #mobilebanking

When using the service, customers are required to take all necessary precautions to ensure that their password, PIN of soft token, and OTP do not fall into the possession of a third party. The customer is advised not to maintain a written record of his/her/its password and PIN of soft token.

Here are some additional security measures and recommendations:

Set a separate SSP password, internet banking password, and soft token PIN.
Avoid using particulars known to other persons such as date of birth, address, telephone, or other information known to third parties.
In the event it becomes essential to maintain a written record of password and PIN of soft token (OTP), such recording should be avoided from being maintained in a mobile phone.

User Reviews and Feedback

User reviews for the CBE mobile banking app vary. Some users have reported positive experiences, praising the user-friendly interface and ease of use for tasks like checking balances and transferring money.

However, other users have reported issues with the app, such as difficulties with transfers, wallet payments, and connectivity problems. Some users have also experienced crashes and login issues.

Here’s a summary of user feedback:

Positive Feedback: User-friendly interface, easy to check balances and transfer money, bill payment feature, and security measures.
Negative Feedback: Issues with transfers, wallet payments, connectivity problems, crashes, and login issues.

Terms and Conditions for E-Banking Services

The use of CBE's mobile banking services is governed by specific terms and conditions. By registering as a service user and participating in the service, the customer acknowledges and confirms unconditional agreement with the terms of the contract.

Here are some key points from the terms and conditions:

Definitions: Clear definitions of terms such as "Bank," "Customer," "Account," "Internet Banking Service," "User ID," "Password," and "One Time Password (OTP)."
Starting Internet Banking Service: Customers must ensure they own a unique User ID, furnish necessary documents, and understand the terms and conditions.
Internet Bank Services and Security: Customers must set a static password and PIN for the soft token, maintain confidentiality, and take precautions to prevent unauthorized access.
Mutual Agreement and Terms of the Parties: The bank has the right to enforce service charges, and customers are responsible for creating and using their own password and soft token PIN.
Bank's Responsibilities and Non-Responsibilities: The bank is responsible for providing secure access and executing transactions but is not responsible for losses due to customer negligence or external factors beyond its control.
Conflict Resolution: Customer complaints will be addressed by the bank's complaint handling offices, with further recourse available through the National Bank's Financial Service Customers' Handling department and the competent court.

Responsibilities and Non-Responsibilities of the Bank

The bank has specific responsibilities and non-responsibilities when it comes to the use of internet banking services.

The bank is not responsible for the following:

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Any loss or damage or disclosure of personal information caused by the customer as a result of the financial transaction while using internet banking service.
Service failures resulting from insufficient funds in the customer's account or due to the account being inactive or blocked.
Failure to follow the required steps or procedures to transfer money, payment of service charge, or make financial transactions.
Inability to operate accounts as a result of instruction from a court or other authorities to freeze the customer's account.
Account activities that are contrary to the law or the principle of legality.
Personal information of the customer discovered by third parties, as a result of the customer's act of providing inaccurate or mistaken information.
Events which are beyond the control of the bank such as network outages, power outages due to sudden natural and man-made disasters and force majeure conditions.

Conflict Resolution

The customer complaint handling offices of the bank's head office, districts, and/or help desk center shall receive and properly address the complaints raised by customers in relation to the internet banking service in accordance with the bank's standard complaint handling guidelines. The parties agree to resolve all disputes arising out of the service through the bank's formal dispute resolution process.

Upon receipt of the customer's complaint, the bank shall immediately provide the customer with confirmation of receipt of the complaint. After reviewing the complaint in the spirit of fairness and reasonability, the bank shall provide a response to the customer as soon as possible and within ten working days of receiving the complaint.

In the event the customer's complaint fails to be addressed by the bank's customer compliant handling process or if the customer disagrees with the outcome or determination of the bank customer's compliance review process, he/she/it may submit the complaint to the National Bank's Financial Service Customers' Handling department. The customer may file a case in the competent court if he or she is dissatisfied with the response of the National Bank to the complaint.