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Four Banks Record 477,405 Unresolved Complaints In 12 Months –Reports

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Within a period of one year spanning January 1 to December 31, 2020, four top banks in Nigeria recorded a total of 477,405 unresolved customer complaints.

The banks are Zenith, Guaranty Trust Bank, United Bank for Africa and Access Bank.

The figures were arrived at after analysing the 2020 annual financial reports of the banks.

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The reports also revealed that the number of unresolved complaints carried forward by the banks in 2021 grew by 172,399 from 305,791 recorded in December 2020.

The Central Bank of Nigeria had in November 2016 issued the Consumer Protection Framework with the aim of engendering customers’ confidence in the financial system.

READ ALSO: CBN To Stop Sale Of Forex To Banks

Later in 2019, the apex bank introduced the consumer protection regulation which, among other things, seeks to provide guidelines for banks to deal with customer complaints.

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The apex bank noted in a circular titled, “Issuance of Consumer Protection Regulation”, dated December 20 2019, that the regulations were meant to protect consumers from unfair and exploitative practices by institutions in their dealings with the consumers.”

It was also targeted at checking unethical and predatory practices that undermine consumer confidence in the use of financial products and services.

The regulations were meant to tackle the provision of inadequate and misleading information and/or failure to disclose material information; by ensuring access to complaints redress mechanisms that are “free, fair, timely, transparent, accessible and independent” among others.

Despite these policies and regulations, banks continue to record a high rate of unresolved complaints.

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A breakdown of the total unresolved complaints by the four banks shows that during the period in review, Access bank received a total of 2.2m customer complaints.

The bank said that 2.1m was resolved but pending complaints carried over from the previous year brought unresolved complaints at the end of 2021 to 306,116 unresolved complaints out of 2.2m complaints received within year.

For Zenith bank, a total of 166,314 complaints remained unresolved as of December 2021. This figure is almost double the amount recorded in 2021 (83,899).

GTB recorded a total of 673.7m complaints attached to claims of N3.09bn.

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While about 672.1m complaints were successfully addressed, unresolved complaints stood at 1,605 owing to carried-over cases.

In addition, the bank noted that the sum of N365.5m was refunded to customers during the year.

UBA disclosed in its annual report for 2021 that it received a total of 464,391 complaints in 2021, 461,162 were resolved, 3,370 remain pending while 38 escalated to the CBN for intervention.

READ ALSO: World Bank To FG: You Won’t Succeed In Lifting 100m Nigerians Out Of Poverty, If…

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JUST IN: Confusion As DSS Invades Ogun Court, Arrests Defendants Despite Judge’s Warning

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The men of the Department of State Services have invaded an Ogun State High Court sitting in Ilaro and arrested two defendants despite the judge’s warning.

The court was presided over by Justice AA Shobayo on Tuesday.

The defendants, who were simply identified as Alhaji Isiaka Fatai and Samuel Oyero, were tried in a suit marked HCP/IC/2023 between the State vs Awode Oladosu & 13 others.

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The case was reported to be a result of a crisis that recently broke out in the Agosasa community in the Ipokia Local Government Area of the state over an Obaship tussle which led to the destruction of property worth billions of naira and loss of life.

Meanwhile, when the hearing was ongoing, operatives of the DSS stormed the court premises and took away the suspects.

Confirming the incident to Daily Trust, Counsel to Alhaji Isiaka, Kehinde Bamiwola, in a statement, alleged that men of the DSS operatives used weapons on the two, stressing that “Alhaji Isiaka Fatai was beaten, slapped, man-handled, rough-handled and molested.”

Corroborating Bamiwola’s claim, the Principal Registrar of the High Court and Sectional Head of High Court, Ilaro, Omololu Olusanya, confirmed the incident, describing it as shocking and disrespectful to the rule of law.

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He stressed that even after the judge had ordered the operatives not to make any arrest within the court premises, they still proceeded to arrest the two persons.

“They still went ahead and did the act to the extent that they assaulted one of our staff members, Mrs Fadina, while doing that act. It’s a very sad issue that caused a lot of noise within the court premises.

“It was from the source that we heard they were DSS agents. If anybody sees them, one would think they were armed robbers.

Olusanya further said that their appearance was far from being identified as DSS agents, adding, “They did not wear anything that identified them as DSS, but they came to my lord this morning and said they had some people to arrest. That was when we knew they were DSS officers.

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“They approached the judge before the court session began. The honourable judge advised them that if they wanted to make an arrest, it must not be done within the court premises.

“They could stay outside and do whatever they wanted, but they refused that advice and carried out the arrest within the premises,” he said.

However, when contacted, the spokesman for the DSS, Peter Afunanya, did not answer calls or reply to text messages sent as of the time of filing this report.

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Man Arrested For Invading Plateau Bank With Bomb

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A yet-to-be-identified man has been apprehended for possessing a bomb on the premises of a bank in Dadin Kowa town in the Jos South area of Plateau State.

It was gathered that immediately it was discovered that a bomb was in the suspect’s possession, an alarm was raised, and he was quickly pinned down to avert a tragedy.

According to a post by security analyst Zagazola Makama on X on Tuesday, the vigilante security at the bank prevented the attack when they spotted the suspect.

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Upset by the development, an angry mob descended on the suspect and reportedly demanded that he should be killed.

READ ALSO: Truck Crushes Five-year-old Girl In Lagos

The suspect was later handed over to the police for proper investigation.

A picture attached to Makama’s post showed that the bomb was strapped around the suspect’s belly.

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It is, however, unclear if the suspect had been linked to any terrorist organisation in the country.

Details later…

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BREAKING: Niger Speaker Halts Wedding Plans For 100 Orphans

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The Speaker of the Niger State House of Assembly, Abdulamlik Sarkindaji, has stopped the planned hosting of the wedding of 100 orphan girls in his constituency, saying he would not grace the occasion.

Sarkindaji took the decision following the action of the Women Affairs Minister, Uju Ohannaya, who dragged the Speaker to court to halt the wedding.

The Speaker made this known on Tuesday during a media briefing in which he said the minister had overstepped her bounds.

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He said the minister should take over the sponsorship of the wedding ceremony.

READ ALSO: Banditry: Niger Speaker To Marry Off 100 Female Orphans

The Speaker disclosed that he had already made funds available to the girls’ parents through the traditional leaders and clerics of his constituency, noting that he would not withdraw the funds.

Abdulmalik also pointed out that his motive for wanting to sponsor the wedding was the state of poverty of the girls’ parents and not the constituency project, as reported in the media.

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