Across social media platforms, commercial banks in Nigeria have intensified their digital marketing efforts, as they encourage their customers to stay safe by adopting internet banking. This is in view of the Coronavirus pandemic and ongoing efforts to contain the disease.
But while switching to online banking is apparently the right thing to do at this point in time, many customers are not quite happy with the e-banking services they are getting. These customers are finding it difficult to transact business with the online banking platforms available to them.
This, therefore, raises questions about the preparedness of most banks in Nigeria to provide good digital banking services.
The complaints: After the Presidential Order that declared lockdowns in Lagos, Abuja, and Ogun State, Polaris Bank Limited tweeted at its more than one hundred thousand followers. The tweet informed customers that the bank would be limiting its banking hall operations in view of the lockdowns. The customers were also encouraged to make good use of Polaris Bank’s virtual banking channels.
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Many of those who reacted to the tweet were full of complaints. One customer actually claimed that Polaris Bank’s virtual banking platforms are migraine-inducing. In other words, the bank’s mobile app and USSD code were supposedly not working properly, the customer claimed.
Your virtual channels are giving me migraines as we speak. Cant use Mobile app or ussd. Please
— Scent9jA (@Scent9jA) March 30, 2020
While some customers complained about their inability to use Polaris Bank’s app no matter how much they tried, others complained about their transfers not getting through to the recipients, despite being debited.
But your mobile app isn't functioning for transfer
— unusual_Tomi (@oluwatomisin0) March 29, 2020
@polarisbank, I do the transfer of 20k to another bank (GTB) through Polaris mobile, I was debited but the beneficiary yet to received the money since 2:00 am today. Please assist for immediate resolution
— adelabu afeez (@adelabu_02707) March 29, 2020
But Polaris Bank is not the only one at the receiving end of customers’ outrage. Union Bank customers also expressed their displeasure with the bank’s internet banking service.
Earlier today, the bank reassured its customers that all their essential banking needs will be met during this lockdown period. All that they need to do is to make use of Union Bank’s electronic channels. Unfortunately, Union Bank’s tweet was not quite as reassuring to some customers as it was intended. One person even said that they regret ever using the bank.
I regret ever banking with you
— Walk in for the fashion (@MUthmaan) March 31, 2020
Pls I was debited for money I didn't receive. What do I do?
— Adedeji Folake (@AdedejiFolake1) March 31, 2020
Similarly, customers have described Fidelity Bank’s online banking service as horrible and “messed up”. This has left customers wondering how they can survive lockdown.
Your digital services are f#*kd up. Money trapped. DM not replied to. Are your e-services on lockdown????
— Mr. Wali (MCIPS) (@madu_agwu) March 31, 2020
Internet banking is horrible… fix it
— Clinton Emovon (@CEmovon) March 31, 2020
Why is the internet banking not working.i can’t even check my balance online and I can’t use other bank ATM even the pos.was wrong???
— benyou (@benyouben) March 31, 2020
As expected, the banks have apologised to the customers for all the inconveniences. They have also continued to assure customers to keep using virtual banking channels while the lockdown lasts.