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Customer Complaints Spell Significant Losses for Nigeria’s Top Banks

Six deposit banks in the country received a total of 4,595,628 complaints from customers over the course of 2022.

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Retail banking

Nigeria’s top banks have paid out over N113 billion in refunds to customers over the past year, as they grapple with a rising tide of complaints.

According to financial reports filed with the Nigerian Stock Exchange, six deposit banks in the country received a total of 4,595,628 complaints from customers over the course of 2022.

The complaints were separate from those carried forward from the previous year, with over four million new complaints registered.

The banks covered in the analysis include Guaranty Trust Holding Company Plc, Wema Bank Plc, Union Bank of Nigeria Plc, United Bank for Africa Plc, Zenith Bank Plc, and the FCMB Group Plc.

The complaints covered a wide range of issues, including dispense errors, failed bill payments, excess charges, and more.

Compared to the total amount claimed by customers – which reached N137.62bn – the six financial institutions refunded N113.33bn in the year under review.

GTCO reported 1,006,380 complaints in the year, with N2.158bn in claimed amount, while Wema Bank reported 404, 179 complaints with N924m in claimed amount involved.

In its 2022 financial statement, Union Bank said it received a total of 673,709 complaints with N30.27bn involved. United Bank for Africa reported 1,408,062 complaints, and N54.61bn was recorded as the claimed amount.

Zenith Bank recorded 475,499 complaints, with N17.57bn in dispute, while FCMB recorded 627,799 complaints, with N152.81m as the claimed amount.

Despite the significant amount of refunds paid out, many complaints remain unresolved. GTCO reported 9,248 outstanding complaints, while Wema Bank had 13,642.

The rising tide of customer complaints is a cause for concern among industry experts, who warn that unresolved complaints could pose a threat to the bottom line of Nigeria’s largest banks. As such, they are urging banks to enhance their customer complaint resolution strategies to minimize losses and maintain customer loyalty.

Is the CEO/Founder of Investors King Limited. A proven foreign exchange research analyst and a published author on Yahoo Finance, Nasdaq, Entrepreneur.com, Investorplace, and many more. He has over two decades of experience in global financial markets.

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Banking Sector

Excitment as Zenith Beta Life Promo Returns With Season 3

Zenith Bank Plc has launched the third season of its hugely successful “Zenith Beta Life Promo” to reward its customers with gifts from June 1, 2023, to May 31, 2023. 

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Zenith Bank - Investors King

Zenith Bank Plc has launched the third season of its hugely successful “Zenith Beta Life Promo” to reward its customers with gifts from June 1, 2023, to May 31, 2023. 

Within this period, twenty bank customers of Zenith Bank will be chosen through a bimonthly raffle draw, each receiving gifts valued at NGN150,000. Five lucky customers will also win a cash prize of NGN500,000 during the quarterly draws.

The promo is open to both existing and new Zenith Bank customers, who can qualify with the following criteria:

* Open a Zenith Bank account and maintain a minimum deposit of NGN5,000 throughout the promotional period;

* Apply for and collect a Zenith Bank Card, which can either be virtual or physical; and

* Download and register on the Zenith Bank Mobile App, or sign up for *966# EazyBanking.

Commenting on the promo, the Group Managing Director/Chief Executive of Zenith Bank Plc, Dr. Ebenezer Onyeagwu, said, “The Zenith Bank Beta Life Promo, now in its third season since it began in 2020, is our way of giving back to our customers and expressing our gratitude for their steadfast loyalty and support for the Zenith brand. It’s also a testament to our reputation as one of the most customer-centric financial institutions in the country, as this promo has allowed us to reward our customers throughout the federation with gifts over the past two seasons.”

During the Zenith Bank Beta Life Season 2 Promo, 480 customers of Zenith Bank received gifts worth NGN150,000 in the bimonthly draws. Furthermore, 20 customers received gifts valued at NGN500,000 each in the quarterly draws. Cumulatively, the gifts distributed during this season amounted to an impressive total of NGN82 million.

Zenith Bank continues to set itself apart within the Nigerian financial services sector through outstanding service offerings, unique customer experiences, and robust financial indicators. The bank remains a dominant player in the digital realm, consistently pioneering the deployment of innovative products, solutions, and a variety of alternative channels that ensure transactions are convenient, quick, and secure.

Among a plethora of awards, Zenith Bank was named Best Commercial Bank, Nigeria and Best Innovation in Retail Banking, Nigeria in the International Banker 2022 Banking Awards, Retail Bank of the year, for three consecutive years from 2020 to 2022, at the BusinessDay Banks and Other Financial Institutions (BAFI) Awards and Bank of the Decade (People’s Choice) at the ThisDay Awards 2020.

 

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Banking Sector

Fidelity Bank Announces 2nd Edition of Fidelity International Trade and Creative Connect (FITCC)

Building on the resounding success of the maiden edition of the Fidelity International Trade and Creative Connect (FITCC) in London, UK last November, leading financial institution, Fidelity Bank Plc, has announced plans to host the second edition of the trade expo in Houston, Texas in the United States of America.

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Fidelity Bank MD - Mrs Nneka Onyeali-Ikpe

Building on the resounding success of the maiden edition of the Fidelity International Trade and Creative Connect (FITCC) in London, UK last November, leading financial institution, Fidelity Bank Plc, has announced plans to host the second edition of the trade expo in Houston, Texas in the United States of America.

Tagged FITCC Houston, the event would hold on Wednesday, 18th and Thursday, 19th October 2023 at the George R. Brown Convention Center, 1001 Avenida de las Americas, Houston, Texas 77010.

Situating the critical role FITCC plays in the bank’s export trade strategy, the Managing Director/Chief Executive Officer, Fidelity Bank Plc, Nneka Onyeali-Ikpe stated that, “Fidelity Bank is very much invested in supporting export trade and has consistently demonstrated this by the interventions and innovations that we bring to the space. Beyond the instrument of financing, some of our key interventions in the space revolve around business management capacity development with initiatives like the Export Management Programme (EMP) which we host in partnership with the Lagos Business School and the Nigerian Export Promotion Council (NEPC) and market access development initiatives like FITCC.”

To promote Nigeria’s non-oil exports and facilitate integrations to global supply-chain networks, FITCC Houston will host leading businesses, entrepreneurs, investors and regulators operating in the commodity, service, creative, fashion and FinTech sectors in Nigeria and the United States. The participants would explore partnership, co-creation and foreign direct investments opportunities.

Participating businesses will benefit from curated market access engagements, investment and partnership opportunities, extended brand exposure before a global audience as well as speaking and networking opportunities amongst a long list of benefits in FITCC Houston.

Interested businesses and participants are encouraged to register for the conference at www.fidelitybank.ng/fitcc .

Fidelity Bank is a full-fledged customer commercial bank operating in Nigeria with over 8million customers serviced across its 250 business offices and digital banking channels. The bank was recognized as the Best Payment Solution Provider Nigeria 2023 and Best SME Bank Nigeria 2022 by the Global Banking and Finance Awards. The bank has also won awards for the “Fastest Growing Bank” and “MSME & Entrepreneurship Financing Bank of the Year” at the 2021 BusinessDay Banks and Other Financial Institutions (BAFI) Awards.

 

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Banking Sector

Wema Bank Plc Announces Dividend Declaration and Director Appointments at 2022 AGM

Wema Bank Plc recently held its highly anticipated Annual General Meeting (AGM) on May 31, 2023, in a fully electronic format.

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Wema Bank - Investors King

Wema Bank Plc recently held its highly anticipated Annual General Meeting (AGM) on May 31, 2023, in a fully electronic format.

During the meeting, several crucial resolutions were presented and subsequently passed, marking significant milestones for the bank.

One of the most notable resolutions was the declaration of a dividend. The shareholders unanimously approved a dividend payout of 30 kobo per ordinary share of 50 kobo each. The dividend, stemming from the bank’s profits in the Financial Year ended December 31, 2022, will be paid to members on the company’s register as of May 9, 2023, after the deduction of the appropriate Withholding Tax.

Also, the AGM witnessed the ratification of a new Director’s appointment. Mr. Tunde Mabawonku was unanimously appointed as an Executive Director of the bank, bringing his wealth of experience and expertise to the organization.

In addition, the AGM addressed the re-election of Directors retiring by rotation. Shareholders unanimously voted for the re-election of Mr. Abubakar Lawal, Mr. Adeyemi Adefarakan, and Prince Olusegun Adesegun as Non-Executive Directors on the Bank’s Board.

Another significant resolution passed at the AGM involved the authorization of Directors to determine the remuneration of the auditors. The shareholders unanimously empowered the Board of Directors to fix the fees payable to the Bank’s Auditors.

Additionally, the election of members of the audit committee was a vital aspect of the AGM. The shareholders elected Professor Oyelakin Samuel Awobode, Mr. Ogbonna Joe Anosikeh, and Mrs. Omobola Esther Osijo as the shareholders’ representatives to the Bank’s Statutory Audit Committee.

Meanwhile, Mr. Abubakar Lawal and Mrs. Bolarin Okunowo were chosen as the Board’s representatives on the Committee.

Lastly, the AGM approved the directors’ fees for the financial year ending December 31, 2022. The Directors’ annual fee was fixed at N62,000,000.00, with the Chairman receiving N9,500,000.00 and Non-Executive Directors each receiving N7,500,000.00. Additionally, a sitting allowance of N300,000.00 was approved for the Chairman and N250,000.00 for other directors for the 2023 financial year. These fees reflect the bank’s commitment to fair and competitive compensation for its leadership team.

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