Poor Process, Poor Service: Paga Founder, Tayo Oviosu Blasts Nigerian Banks

Almost every Nigerian who has had an experience dealing with Nigerian banks in Nigeria can relate to one thing – the customer is not always king.

This is because bank officials who are meant to serve and cater to the needs of customers, most times, tend to behave like one themselves. In many cases, the customer ends up leaving the bank frustrated at the least because their requests haven’t been resolved.

Overtime, Nigerians have always expressed outrage, anger and disgust over their experiences by banks. Tayo Oviosu, CEO of Paga is another Nigerian who have taken to Twitter to air his feeling about the terrible experience with Nigerian banks.

Everytime I enter a bank branch in Nigeria I'm amazed at the level of poor process and service.

Have a joint account. To pick up new cards we had to be in person to verify biometrics.

Wanted two Visa cards. Apparently, by rule, that is no longer possible. One needs to be Verve

— Tayo Oviosu (@oviosu) February 11, 2020

According to him, he had gone to his bank to get debit cards for his joint account. But after about 45 minutes of back and forth, he still was not able to get the cards, despite being attended to by 3 people.

After 20mins they realize we have a type of special acct (name gives away the bank). Which means one of us can't get a card today.

Why all this takes so long with 3 people trying to figure it out is mind boggling 🤯🤯🤯

45mins later I am leaving without a card 😱

— Tayo Oviosu (@oviosu) February 11, 2020

Banking involves people keeping their money and valuables with an institution and for it to be ready when the customer wants them according to the contract by both parties. As such banks need customers patronage.

But the reverse seems to be the case with Nigerian banks as many of them have no problem wasting customers’ time instead of promptly resolving their issues. Banks sometimes take eons to process or resolve customer complaints and transactions.

Most times after the whole conversation, customers even get more confused and frustrated as their challenges persist. And from general opinion, almost all banks are guilty as charged – even though they would all deny it.

Nigerian banks = Poor customer relation ❌ ❌

— Miss FEYISETAN (@dara_simi_) August 22, 2019

Can I just say that I am tired of how Nigerian banks treat their customers

The clichés used by customer service personnel especially can be annoying

Please, it's your right to close your account and you can report them to the @cenbank via [email protected] or call 07002255226 pic.twitter.com/8CjMlCIE1o

— Tunji Andrews (@TunjiAndrews) October 30, 2019

Nigerian banks are HORRIBLE with information. What does it take to have a welcome pack for all new customers stating EXACTLY what you need to be FULLY functional – mobile, online, tokens, cheque books, changing transaction limits etc. Also, stating all charges.

— Subomi (@subomiplumptre) December 17, 2018

All these point to one thing, Nigerians are increasingly demanding to be treated better by their banks. If they aren’t, they might be forced to find other alternatives to traditional banks. Digital banks might just be the future whose time is already now.