In a recent turn of events, Nigerian banks have come under scrutiny for their stringent National Identity Number (NIN) and Bank Verification Number (BVN) linkage policies, threatening to block accounts by March 1, 2024. The process, likened to navigating the early days of online portals, has left customers frustrated and discontent.
Users report significant challenges with the online portal, reminiscent of the late ’90s and early 2000s, citing delays in receiving One-Time Passwords (OTPs) and system glitches. Complaints about the lack of consideration for the elderly or those without internet access have further fueled discontent.
Despite the banks possessing comprehensive BVN and NIN databases, the handling of customer complaints has raised eyebrows. Live WhatsApp support is marred by extensive delays in message delivery and response times, pushing wait times beyond acceptable standards.
Email communication, touted as an alternative, is criticized for taking a staggering 72 hours for acknowledgment, with response timelines even less predictable. Questions are raised about the purpose of collected NINs and the handling of customer information amassed over the past year.
The frustration extends beyond digital hitches to customer service experiences. Calls to customer care units often result in dropped calls, lack of case records, and repetition of complaints to different representatives. Email trails are neglected, leading to redundant requests for issue clarification.
Critics argue that while Nigerian banks boast sophisticated digital technologies, their operational mindset remains stuck in the 19th century. The call for banks to prioritize relationships over transactions gains traction, emphasizing the need for a customer-centric approach.
Notably, the discontent echoes a broader sentiment of societal dissatisfaction with inefficiencies and individualistic trends. The critique extends beyond banking to encompass the broader challenges faced in daily life, from utilities to infrastructure and societal systems.
As Nigeria navigates these challenges, the call for a shift from individualism to collective solutions reverberates, urging institutions to address customer grievances promptly and adopt a more holistic approach to service delivery.