Upon logging into her banking app, Michelle encountered difficulty viewing her transaction history. Afeez Tunde, another customer, faced issues with even opening the app. Following a recent core banking upgrade by Access Bank that caused service disruptions over the weekend, numerous customers are now experiencing challenges accessing digital banking services, raising concerns about the bank’s phased upgrade approach.
Chioma Alex, a trader in Lagos, expressed frustration over failed USSD transactions for two days post-upgrade.
Nigeria’s largest bank aimed to steer clear of the disastrous core banking upgrades seen in 2024. Several other banks went through similar upgrades or software switches, causing considerable inconvenience to customers. Sterling and GTBank customers, for instance, grappled with service interruptions for over four weeks.
The phased core banking software upgrade was intended to address these issues.
According to an anonymous bank employee familiar with the upgrade, the strategy of upgrading in stages was deemed necessary due to the diverse markets and operational complexities of the bank.
Access Bank completed the final stage of its upgrade, enhancing the existing Oracle Flexcube platform on February 23, 2025, after a temporary service downtime from 2 AM to 1 PM. Despite assurances that this method would minimize disruptions, some customers still report facing frustrating glitches.
Michelle shared, “I initially thought it was a glitch, so I tried reinstalling the app, but the problem persisted.”
Afeez Tunde added, “I couldn’t open my bank app. I had to find alternative ways to make payments. The phased upgrade didn’t prevent disruptions for me.”
Access Bank has yet to address these customer complaints publicly.
Requests for comments from a spokesperson went unanswered.
The upgrade is part of Access Bank’s broader digital transformation efforts, with a significant allocation of funds towards technology infrastructure. With a substantial customer base across multiple African markets, the bank is heavily investing in digital expansion.
However, the true measure of success lies in whether these investments result in reliable services.
For banks striving to modernize, the key lesson is clear: system upgrades are not just about infrastructure but also about the customers who depend on them.