Customers urge banks to improve, strengthen complaints resolution mechanism

Some bank customers in the Federal Capital Territory (FCT) have called on banks to strengthen their customers’ service and complaints resolution mechanism to reduce unnecessary stress faced by them.

Some of them, who spoke to the News Agency of Nigeria (NAN) in Abuja on Friday, said the tedious nature of lodging failed transactions or ATM expiration complaints in banks were discouraging.

Mrs Augusta Emo, said she had been visiting the bank to lodge some failed transaction complaints in her bank in the past four weeks without success.

Emo said the process of collecting numbers and waiting the whole day without being attended to was frustrating.

“In the past four weeks, I have been coming to this bank to complain about a failed Point of Sale (PoS) transaction that I did where I was debited without being paid.

“For the past three days, each time I come to this bank, I get between number 300 and 350.

“I will stay for hours without being attended to, this is very frustrating,’’ she said.

Another customer, Madam Beatrice Ebong, said that although the queue for collection of cash had reduced in banks, the emphasis had now shifted to customers’ service department.

Ebong advised banks to engage more hands in the complaints resolution department of their organisations to reduce the challenges faced by customers.

“Banks should take their feedback and complaints resolution mechanism seriously because people are getting tired of visiting banks without results.

“This issue is discouraging a lot of people from lodging their monies in the banks this season,’’ she said.

Mr Emmanuel Abe said banks needed prompt and capable manpower to address the myriad of electronic related complaints of customers.

“During the cash crunch when all we did was electronic means of transactions, so many people had issues relating to that.

“Banks should stand up to their responsibilities to urgently resolve these issues because our monies are hanging,’’ he said.

Supreme reports that most banks were thronged by customers waiting for their complaints to be resolved.