If you are a customer of a major Nigerian bank, you may have experienced disruptions in service recently. The bank, with a large customer base, faced challenges during its transition to a new core banking software, causing ongoing service issues.
Numerous complaints have surfaced on social media, ranging from inaccurate balances to service unavailability. Routine transactions have become uncertain, leading customers to be cautious about using their accounts.
In mid-October, the bank temporarily closed its branches nationwide due to delays in the migration process to the new software. The transition, though necessary for the bank’s technological advancement, has raised concerns about its implementation.
Despite the completion of the migration, issues persisted into November. Recently, the bank issued an apology to its customers for the disruptions without providing details on improvements.
Recovering from this situation will require more than just fixing technical problems. Transparent communication, enhanced customer service, and measures to prevent future incidents are essential. Customers are hopeful for a resolution that goes beyond apologies to ensure stable services.