The first week of August has been challenging for customers of Ecobank Nigeria, as they expressed displeasure over the downtime experienced on the company’s digital channels. Series of complains has flooded the social media pages of the pan-African banking conglomerate.
Ecobank which prides itself as the leading independent regional banking group in West Africa and Central Africa, serving wholesale and retail customers saw customers lament as digital channels of the bank from the mobile app, USSD, ATM, POS were inaccessible and transactions carried out within this downtime were debited without corresponding recipient credit.
Ibrahim Oyekanmi, a frustrated customer did not take the issue lightly as he accused the bank of inefficiencies and threatened to close his account.
According to the distressed customer, the customer care feedback portal has not been coming forth with commendable experience. His rants were deep and one could tell from his choice of language.
“I can’t understand how Ecobank Plc degenerated so low!
“Seems like the various Customer Care sections are working independently of each other!
“The Email desk says one thing, the Social media desk says another!
“Conflicting Reference numbers for the same Complaint!
“From someone giving 48 working days as the Complaints resolution window, to another claiming 48 – 72 hours!
“It was my presumption that a well organized firm will have an operational database of Complaints that’ll ensure seamless and unified responses!
“But with ECOBANK, it’s a tragicomic show of inefficiencies!
“Whatever value existing customers get will determine their loyalty and how well they recommend your Bank to others!
“But since it seems you’re determined on running the Bank to the ground, dissatisfied Customers like me will surely help you spread the news!”
The incident created panic among some customers who had important deadlines but were unable to access their fund. AgbonSlim asked why it took ages to receive online mobile instant money transfer initiated from @ecobank_nigeria to another bank. The customer asked, “I thought it was supposed to be instant…”
Oye Bright, another frustrated customer said while using the bank ATM on another bank’s machine, she was debited 10,000 naira without dispensation of cash. As at press time, she was yet to get any retraction and same thing was applicable to all other transactions. According to her, she didn’t get any SMS or email alert on all transactions.
Oyebobola Samuel said, “So we don’t deserve any update about the app not working yet?
“You choose to keep us in the dark about it. Guess you feel less concerned about your customer complain all this day.”
Sequel to complains from affected customers, Ecobank are yet to release an official statement to address the digital channels downtime as at press time.
Ecobank Nigeria is a full-service bank providing wholesale, retail, investment, and transaction banking services and products to governments, financial institutions, multinationals, international organisations, medium, small and micro businesses, and individuals. Ecobank is a major player in the distribution of financial services in Nigeria to various segments, leveraging digital channels and an expansive agency network of more than 30,000.
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