.declared customers services incompetent
By Oladipo Oluwatosin
Late in the evening on thursday, at the mechanic workshop, I was planning to pay for service he rendered, I discovered that my token device has broken and needed replacement because without it I cannot transact on the business app. I decided to visit the bank for a replacement and make some update the following day.
On Friday 15 July 2022, I packed my checkbook along with the spoilt token device to withdrew some money incase if the process in the banking premises lingered.
On getting to the banking environment at Sango Ota, I began to hear diverse abuses and comments of many disgruntled customers of FCMB who had transacted one business or the other and needed to pay for goods and services either in cash or transfer which the bank 'water them down' via network failure across all platform throughout the nation. hmm! l am a victim too!
Many of the banks’ customers expressed their dissatisfaction over constant banking operations breakdown. The customers said 'this is not the first or second time they have been experiencing a total blackout but this Friday total shutdown put us at tight corner to think of alternative', customers groans.
Glintsightv witnessed the saga and engaged the customers who were on Friday Stranded infront of many branches of the First City Monument Bank (FCMB) as the bank experienced a total downtime in its operations.
For many who tried using the banks online platforms, apps, USSD codes, ATM services and customer care services line were disappointed as all their transactions declined or were reversed as the bank server remained down as at the time of filing in this report.
At about 2:30pm when the echo and heat of stranded customers started flying around with threats to close down their bank accounts and move to better financial institution, the bank sent a message to notify customers thus; “Temporary Service Unavailability on our Platforms” explained that, “We are aware that you may have experienced a service failure on our platforms this morning".
“This is as a result of an ongoing technical enhancement which we are putting in place to ensure you enjoy seamless transactions without interruptions in the long term.
“This may cause some disruptions for a few hours, which our technology team are working hard to resolve. We will update you as soon as our channels become available for your use.
The notice was sent to customers via email channel alone in which most customers who are artisan, traders and so on, who do not possess any internet ready phone to access it continue to rant in the banking premises. Glintsightv opened their email and do the work of a customer care to address many disgruntled customers who do not understand what is call server breakdown.
Implications
Counting Losses
The branch operation manager who addressed the customers in the morning pleaded that "we are sorry for what happened it is not intentional. As you can see, we can't make any transact either to pay in or to cash out as all platforms down. We have lost huge amount of many too since the brouhaha erupted. Your money is intact, just exercise patience with us, in few minute it will be resolve."
Customers Lamentations
Mrs Idowu Hassan blows hot as the bank unending breakdown threatens her business sustainability. "I have goods bought to be supplied in alacrity to a client, lol and behold at the point of payment the FCMB factor set in . I rushed down to the banking hall with the last money on me hoping that the issue would be resolved but all effort proved abortive. As I am Mr Journalist, I don't have any money to go back home. Once their network is back I will sweep all my money from the account and close FCMB door with a warning 'no-go-area.' she cried.
Mrs Ifedayo also relay her comment that I came here to collect money for workers working in the site as I tried all the banks channels with different challenges and POS debit without payment. How can I talked to the people on site who solely depend on my payment to survive for the weekend.
"The mistake I made is that FCMB is my main bank and they have proven that they are incompetent to manage serious and great accounts,' she blows hot. She also disclose to us that the Sango Ota and Abule Egba branches are worst in terms of customer-centric approach."
She said other banks customers care are much more advanced and better with many informed personnel who are well trained in the realm of customer approach and corporate communications.
She gave accolade to GTbank for their winning approach via customers relationship approach from the cleaner, gateman, errand staff to the bankers.
"Na wa o' a bank that care not for senior citizens, pregnant woman and breastfeeding mothers in the banking all. A senior citizen was down casted by the security agency saying banking doesn't respect any old people", She said.
The Whisper
Some of the customers allay fear whether FCMB is now toying the line of Savannah bank where customers' hard earn money perished with the Institution' collapse.
Some argued on whether the politicians have borrowed their money for election campaign leaving them stranded.
A group of young programmers at the banking premises said it might be cyber attack because recently they are in search of experienced coders and Programmers to join their workforce. See the advert;
Customers Service Value
Many stranded youth at the banking hall hail Kuda. Kuda has been a great challenger of banks as it looks to revolutionize the Nigerian banking sector digitally. However, the startup has had challenges with the same age-old issue that have defined their traditional companions.
In 2020, the KPMG Nigeria Banking Industry Customer Experience Survey revealed that 48% of customers maintained their current banking relationship mainly because of the quality-of-service experience and digital service.
What could we define as a good customer service in banking?
Ability to connect with customers by acknowledging them as soon as they enter the branch. Smile, make eye contact, and remember to ask for and use the customer's name. Ask “How can I help you?” Then, show the customer that you truly care about them by finding the best possible solution by asking further questions as needed.
The FCMB own is irony of what the experience of a customer services should look like as security abuses and fight customers who are paying their bills by saving their hard earn money with the bank.
Ambassador Cornell Udofia, CEO/PR strategist, CMC and publisher Gladiator Magazine also said since his company opened a corporate business account with FCMB they have never enjoyed their services for once. "In rating, I will say their customer care is five percent. Nothing has ever worked at their care centre. They keep posting until you get tired. As a PR strategist I want to advice the bank to engage competent hands and invest in capacity-building of their personnel for productivity." He emphasized
Mr Emmanuel, MD/CEO, Justsurb who spoke to Glintsightv lamented on the humiliation he experienced when the 2million naira meant for his sick mother's operation was freezed. "The doctor needed a document to start surgery noting the fact that the money is in the account but the security and banker at Sango made life difficult for us. They said there is 'no emergency lane in banking'. We called the headquarter and we were referred to several people, Oh! the senario was ethic. See, I have traveled to so many places around the world, banking services are not done this way. The customers service unit are inexperienced coupled with continuous breakdown of technology systems due to dearth of manpower.
Just imagine, again, I am stranded as I planned to close a business deal with payment, with this saga, I'm doomed. The regulatory body themselves are scam. It is time for us to take back our country and reset it to factory model for it to work better.
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