Guidelines for resolving NIN Status confirmation on CLM

NB: Verification is done once

If the customer calls requesting/enquiring about NIN verification status,

* Validate MyCustomer® query

* Confirm the number to be checked (affected number) and query on CLM

* Confirm when Customer submitted the NIN (this may be the day, week or month)

* Select Service tab

* Select Call details/history

* Select NIN history tab

* Select date range customer submitted NIN

* Click search to view NIN link status, Channel of submission, Customer First Name, Last Name and Date Of Birth

* If NIN status is verified, perform further checks by going to Biometric details (Service User Details on CLM) to confirm that NIN status is also verified there.

* Use the table below, which shows the various statuses as seen on CLM, to educate MyCustomer accordingly on the description and corresponding action to be taken by MyCustomer®.

* Confirm customer understanding.

In response to “What should be done or said if NIN History and Biometric details on CLM display conflicting NIN verification status simultaneously?”

Kindly escalate to MTNNigeriaITCommandCenter.NG@mtn.com and copy  #CRSystemsandProcesses@mtn.com

MyCustomer® will be charged N20 when they dial *346# to check their NIN.