Banks settle customer complaints with N89bn in 3 years

Different banks in Nigeria have so far paid out over N89 billion to settle an array of complaints lodged by 23,500 customers in the last three years.

This was disclosed by the Head of Customer Protection of the Central Bank of Nigeria (CBN), Mr Daramola Atanda, in Calabar during an annual fair to enlighten the public about their services and clarify questions about banking services in the country.

He said the cumulative number of complaints from customers of banks as at June was 23,526 while 22,173 were resolved. The complaints bordered on irregular deductions, unusual charges and others, explaining that CBN had to investigate to ascertain the truth.

“I can confirm that over N89bn has so far been paid to 23,500 bank customers in the last few years in respect of their complaints on charges and deductions. We do ensure that gullible customers are not unduly deprived of their rights. We encourage customers to seek to know how their monies are being banked and complain, if they have a need to,” said Atanda.

The acting Director of Communication at CBN, Mr Osita Nwanisobi, disclosed that they had also established a unit called Banking Supervision Unit whose duty is to monitor and check activities of banks; whether they conformed with laid down regulations.

He maintained that, “These are all aimed at safeguarding the interests of customers.”

Nwanisobi also explained that they had introduced 37 intervention schemes aimed at assuaging the difficulties experienced during the COVID-19 lockdown, and encouraged Nigerians to key in.