I just spent the last day of 2022 in the bank leaving with zero customer satisfaction. I am always disappointed to come to a corporate organisation where they claim customers are their number one priority but actually it is customers' money not their needs or satisfaction.
I used a merchant's POS during the Christmas eve and was debited but merchant didn't get value. Most payment system that day would have an error and I was unfortunate to be a victim. The standard policy is that a revert should be done by the bank within 3-4 working days after the customer initiates a dispute. I initiated a dispute and this is the 5th working day and nothing has been done. Even their Whatsaapp banking were not responding to messages since monday.
Walking up to their branch, I was directed to go use a payphone to call some customer representatives somewhere I don't know when they are all seated as though it was a break-time. I tried to figure out an advantage of this but I couldn't just arrive at one, maybe i was just too pissed to think.
It is surprising to hear about the stories of this same bank branches in other countries with top notch customer services, Fast complaint resolution and less technical faults.
I was quite frustrated one other time that I told the customer care representative that Neobanks and Fintech firms will soon come and bury them up. But it is quite appalling that the Central Bank have been frustrating the growth and development of this Tech firms with unfavourable policies making the market over heated for them, and eventually some end up being acquired by this traditional banks.
Once again, Nigerian banks need to understand that customers' needs are priority not their money. I remember the vision 2020 cashless economy ranting. Here we are, the end of 2021, government restricting the free use of cryptocurrency, formulating policies that deter the scalability and growth of fintechs, poor forex policies, poor political economy etc. Summarily, the cashless economy is just an idea to suck in deposits not really to optimise flow of funds.
However, now and ever, Fintech is the future, DEFI is the game changer, Blockchain is here to stay. We will always keep working to the this banks.
Image used was taken by me.
PS: I am interested in any Fintech or Crypto project.