The first week of August has been
challenging for customers of Ecobank Nigeria, as they expressed displeasure
over the downtime experienced on their 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 fraustrated
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.
GistIsland Online could not
gather the reason for this as contact within the bank didn't respond to text.
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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