A commercial expert has warned that ongoing service disruptions reported by customers of Ecobank Nigeria could damage the bank’s reputation and lead to loss of customer trust.
The expert, Nasiru Abba, said the issues being experienced by customers may be linked to internal network challenges within the bank.
“It may likely be that their network system is downgraded and needs to be upgraded to a more current mechanism,” he said.
Abba added that the problem could also be related to the Nigeria Inter-Bank Settlement System, but noted that it was more likely an internal issue.
“It could be a NIBSS issue, but most likely it is an internal network problem,” he explained.
He warned that if the situation persists, customers may begin to lose confidence in the bank and move their funds elsewhere.
“Many customers may stop receiving inflows into their accounts and redirect expected deposits to other banks,” he said.
According to him, negative experiences shared on social media could also influence potential customers.
“Some customers will spread the information through different platforms, and this could affect the decisions of prospective customers,” Abba added.
His comments come amid a wave of complaints by customers on X over delayed transactions, failed transfers and poor response from the bank’s customer service channels.
Fresh complaints surfaced on Wednesday as more customers took to X to express frustration over failed transactions, delayed reversals and poor response from Ecobank Nigeria.
One user, Olugueemaka, questioned the delay in reversing a failed transaction.
“Have I not waited for over 24 hours for my failed transaction to be reversed? Is it now a crime banking with you? What is difficult in responding to my DM?” the user wrote.
Another user, Rita Yava, also decried the situation, saying: “A failed transaction, a debited account, a filed complaint, yet no response and no refund. Ecobank, how far? Or should we tag CBN?”
Similarly, Emmanuel Ekuma accused the bank of wrongdoing, writing: “It is like you guys are criminals. Refund my money please.”
The latest complaints add to a series of similar concerns raised earlier this week, as customers accused the bank of delays, poor service delivery and difficulty accessing their funds.
Earlier, a user identified as Olori of GA criticised the bank over delays in upgrading an account.
“You guys are actually very incompetent. Been to your bank twice over a week ago. How long does it take to upgrade an account? Why won’t you give me access to my money?” the user said.
Another user, Keemon, alleged that funds transferred to a savings platform were withheld.
“For three days, you have fraudulently refused to release funds that I transferred to my Piggyvest account, denying me interest. I will escalate to the Central Bank and FCCPC soon,” the user wrote.
In the same vein, Nash complained about poor customer service, alleging that calls were cut off and messages on the bank’s WhatsApp platform went unanswered for weeks.
“I did not get any assistance. They hung up on me when I said I couldn’t hear properly, and my messages from two weeks ago have not been responded to,” the user said.
Moving beyond social media complaints, a customer, Veronica Musa, said she stopped using Ecobank Nigeria due to delays in receiving transaction alerts.
“Someone would send you money, and you would wait until you get tired. Sometimes, you may never even receive the alert,” she said.
As of the time of filing this report, Ecobank Nigeria had not issued an official statement addressing the allegations. However, the bank responded to some complaints on X, asking affected customers to send direct messages for assistance.
DAILY POST could not obtain a response from the bank’s Head of Marketing and Corporate Communications, Austen Osokpor, when contacted.”
