Nigerian Bank Nigeria First Bank of Nigeria Plc – ATM Customers Groan As System Malfunction Persists

Central Bank

Source: DailyTrust, 9 November 2009

Abuja — Bank customers in Abuja have called for urgent steps to check the persistent malfunction of the Automatic Teller Machines (ATMs) in the territory. A cross-section of customers, who spoke to the News Agency of Nigeria (NAN), made the call in Abuja yesterday. They complained of being debited with amounts of money that were not paid to them at most of those machines. Mr Wale Kolawole, who banks with the Oceanic Bank Plc, said that last month he used the bank’s ATM for withdrawal but did not get the cash but was alerted that his account had been debited.

He said after complaining to the bank, he was told that his account would be credited within 24 hours. “When I complained I was told the transaction would be reversed and my account will be credited with the money within 24 hours, but behold it took almost one month before my account was credited with that money. “Something needs to be done, because we use the ATM mostly at a time of emergency. So if we cannot get service delivery when it is needed, then the aim of using an ATM machine is defeated”, he said.

Mairo Hassan, who also spoke to NAN corroborated Kolawole’s story. In her case, she said she banked with First Bank and also suffered the same fate as Kolawole. “I wonder how your money will be deducted from your account yet the ATM machine will not bring out any money and it will state that you can now take cash.

“It is serious system malfunction and the banks should upgrade to check these malfunctions, because a situation where that is the last money in a persons account, excuses would not be welcomed”, she said. Head of operations of Oceanic Bank Mr Kayode Ogunleye told NAN that this kind of problem happens when there was a break in system’s communication. He said at a time when a customer commanded the ATM machine to withdraw certain amount of money, the machine sends the message to the account, which is then debited.

He said it was only after this that a feedback was sent to the machine to disburse. He said measures are being put in place to tackle those challenges. “Technologically, we are improving. There are plans to replace the current VSAT we are using with Fiber Optic Cable. This would be much better because with VSAT, wind, rain and other elements obstruct operations”, he said. Habiba Lamido, a Cashier in First bank told NAN that “this problem usually occurs whenever there is bad network or congestion.” She said in a situation where an account holder encountered this problem, the transaction automatically reversed itself within 24 hours and such customer was usually advised not to withdraw using the ATM for that day.

She said whereby the customer was not an account holder of First Bank, the complaint was usually treated as soon as possible and such money ultimately credited back to the customer’s account. NAN

Nigerian Bank Nigeria First Bank of Nigeria Plc, Oceanic Bank Plc