Customers of various commercial banks in Nigeria have
lamented multiple and indiscriminate charges and debits on their accounts.
Some of them took to social media platforms on Friday to
accuse the banks of fraud.
“Guys, there’s a high level of coordinated fraud in the
banking sector right now. So many customers are getting debited from their
accounts and banks are claiming it’s POS transactions even from accounts that
don’t barely use their cards. These funds are not being reverted,” a Twitter
user wrote.
“Banks are not having explanations for these debits and unauthorised transactions.Banks are not safeguarding these funds.They are encouraging the fraud and nobody is talking about it.If you have a debit card, your money is not safe.”
Guys, there's a high level of coordinated fraud in the banking sector right now. So many customers are getting debited from their accounts and banks are claiming it's POS transactions even from accounts that don't barely use their cards.
— OTUNBA COFFEE ☕️ (@OtunbaCoff) December 16, 2021
These funds are not being reverted.
Here is what others had to say:
It's been like this for 8 months tho @gtbank stole my 39k, went to the bank to complain, they said it was a POS transaction, which was not initiated by me or anyone, i stay alone and don't move about with my card... Bunch of thieves!!!
— Arákùnrin Anu (@psalmmar) December 16, 2021
Union Bank remove 10k from my cousin's account and exactly like you said they tagged it "POS transactions"....He went to the bank to fight,i mean physically fist fight and in less that 12hours it was reversed.
— Sunday School Teacher🙏 (@Ukeh8) December 17, 2021
You people would be dealing with fraudulent POS agents and then come back to pay the banks.
— STARBOY (@DammyOA_) December 17, 2021
People with these experiences recently used a POS agent terminal before the subsequent debits. https://t.co/VJiHNRuHAD
You people would be dealing with fraudulent POS agents and then come back to pay the banks.
— STARBOY (@DammyOA_) December 17, 2021
People with these experiences recently used a POS agent terminal before the subsequent debits. https://t.co/VJiHNRuHAD
When contacted on Saturday, Osita Nwanisobi, CBN
spokesperson, said bank customers with unresolved complaints should contact the
apex bank.
Nwanisobi said the CBN would ensure that bank customers get
a redress on issues of excess charges and unauthorised withdrawals.
According to him, the CBN has since issued a circular on its
website, showing all legitimate bank charges; any charge outside what is stated
in the circular is not allowed.
“What you should be asking them (bank customers) is if they
have reported those incidents to the CBN. We work based on the information we
receive,” Nwanisobi said.
“We have channels, we have educated them, we have said that
you have the right to complain if you get debited. We have written on our
website about the cost of bank charges. If anybody is charging you more than
what you see, what do you do?
“You need to report to CBN and we will take it up. Anytime
we have done sensitisation, we showed them, in concrete terms, the amount we
have recovered from banks and sent back to individuals.
“Customers should report to the CBN. We have channels, we
have email addresses where they can reach us. That’s what they should do.”
HOW TO LODGE A
COMPLAINT WITH THE CBN
The CBN advised customers to allow deposit money banks to
resolve their complaints within two weeks.
“If after lodging your complaint your Bank still fails to
engage you and resolve the complaint within 2 Weeks as provided for in the ATM
HELP DESK Circular, you have the right to escalate your complaint to the
Consumer Protection Department (CPD) of the CBN,” the apex bank said.
“You can only direct your Complaints to CPD upon the failure
of your Bank/Financial Institution to resolve your complaint within the 2 weeks
timeline given by the CBN.”
The apex financial regulator said customers can contact the
CPD by sending an email to
cpd@cbn.gov.ng, contactcbn@cbn.gov.ng or call +234
7002255226.
Customers can lodge a complaint directly on the CBN website
via this link.
Customers can also choose to write a letter addressed to the
director, Consumer Protection Department, Central Business District, Abuja.
“Your letter of Complaint should be addressed to the
Director, Consumer Protection Department. You can submit your letter at the CBN
Head Office OR at any of the Central Bank of Nigeria branches of nationwide,”
the CBN added.
“Your complaint should be clear and concise to avoid
ambiguity. The Complaint letter (petition) should contain amongst other things
the following:
• Name, Address, Contact Phone Number & E-mail of the
Complainant;
• Name of your Financial Institution;
• Personal banking details (Do NOT include PIN &
Passwords, please;)
• History/Date of the transaction in dispute;
• Amount claimed (if any);
• Attach relevant documents to support your claim and;
• Evidence to show that you have first lodged the complaint
at your bank.”
“You can make your further inquiries and obtain additional information on the Complaints Handling Process of the Central Bank of Nigeria from the Complaints Unit of your Bank/Financial Institution or from CBN offices nationwide.”
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