E-Financial
Banks’ Hidden Charges Hindering Financial Inclusion — Report
Banks are charging customers above regulatory limits and are making them pay undeclared charges, thereby hampering the country’s effort to reduce financial exclusion, a new report has said.
The report by the Innovations for Poverty Action and the Inclusion for All initiative, Measuring Fees and Transparency in Nigeria’s Digital Financial Services, released on Thursday contains the outcome of a study that examined compliance levels with existing fee structures, compliance with price transparency requirements, the reliability of transactions and the consistency of information available from customer service channels – highlighting a series of barriers that impact consumer trust in financial services.
Nigeria’s digital financial services ecosystem has rapidly evolved over the last decade due to increased broadband and mobile penetration and digital payments, which boost financial access in urban, rural, and hard-to-reach areas across the country.
This progress provides underbanked populations with greater access to digital banking products, mobile payments, savings and credit facilities – transforming the financial inclusion landscape. However, between 2018 and 2020, financial exclusion in Nigeria decreased by only 1 percentage point, from 37% in 2018 to 36% in 2020.
The report said the cost of financial services remains a major barrier to access for price-sensitive consumers, especially within marginalised, vulnerable, and lower-income segments of society.
In addition, any lack of transparency on product pricing, departures from regulated pricing and limits trust between customers and service providers.
A new collaboration between Innovations for Poverty Action and the Inclusion for All initiative aims to address the challenges and understand the ease of accessing accurate price information from providers and their levels of compliance with the revised pricing guidelines.
At the virtual launch of the report, Rashida Monguno, Director, Consumer Protection Department, Central Bank of Nigeria (CBN), commended IPA and Inclusion for All for the study, saying: “This groundbreaking research provides new evidence and insights on one of the most critical aspects of consumer protection which is pricing transparency.
“Consumers’ right to easily access and understand the cost of services they use is one of the most fundamental rights of consumers. The research provides a baseline for future audits and identifies several areas which require improvement. I trust that the results will be instrumental in exploring new conversations that will result in tangible changes in the digital financial services marketplace.”
The government regulator, the Central Bank of Nigeria (CBN), recognised the impact of product pricing on financial inclusion outcomes and reviewed pricing guidelines in 2019, issuing lowered pricing caps for electronic banking transactions effective January 2020. In addition, CBN encouraged financial service providers to restructure transaction fees and limits.
The action supports Nigeria’s digital financial services uptake, which increased during the covid-19 pandemic, where government responses such as lockdown restrictions led to the temporary closure of bank branches, reinforcing digital access.
Presenting key findings from the digital financial services audit, IPA revealed multiple areas where improvements may be required to enhance the consumer experience and assure compliance with existing regulatory frameworks.
Drawing on the new research, William Blackmon, the Financial Inclusion Research Manager, IPA, said: “Most providers do not list their prices on their website – contacting customer care can take a matter of hours. Limited pricing transparency wastes consumers’ time and comes at a high cost that lower-income customers simply cannot afford.”
Without accurate and accessible information – consumers cannot make informed decisions about the services they want to use; this reduces competition in the market. During the panel, Adedotun Ifebogun, Head, Retail & SME, Wema Bank, emphasised the need for a more holistic approach to the transparency of pricing that ensures customers’ evolving needs are met across all preferred platforms and locations.
“We are committed to understanding consumers’ preferred information points and how well and easily statements can be accessed, especially for communities at the last mile.
“Customer service has been identified as a preferred platform for consumers to get information. We see the need for training in this area to ensure good customer service since competition between banks and mobile money should be on service delivery and not necessarily on price, which is regulated. The solution will be a collaborative effort,” he said.
Speakers also exchanged perspectives on market events such as price fluctuations and promotions that affect price reliability.
Jay Alabraba, Chairman of, Association of Licensed Mobile Payment Operators (ALMPO), commented: “Even though there are challenges with price transparency and reliability, we need to acknowledge that transparency and reliability are already an industry focus. And in speaking of serving consumers best, business sustainability is critical. In a way forward, sufficient dialogue between industries and telcos is key.”
Driving debate on the reliability of transactions and the impact of infrastructure on the financial service provider ecosystem, Gbenga Adebayo, Chairman, Association of Licensed Telecoms Operators of Nigeria (ALTON), said: “Several consumers are connected to Nigeria’s 2G and 3G networks which offer less reliable data access. Naturally, this impacts access to higher-quality network coverage and influences customers’ ability to transact. Further, pricing on USSD has not been transparent historically; this is a legacy issue that impacts customer confidence.”
The Corporate Affairs Commission (CAC) has begun moves to enforce its directive that Point of Sale (POS) operators should register with the commission.
The registration directive gave POS operators July 7, 2024 to September 5, 2024.
In a statement released by the Commission, the CAC said that it is now working closely with law enforcement agencies and other relevant stakeholders to develop and implement a robust enforcement and sanction framework.
This framework, according to the CAC, will not only target the shutdown of non-compliant businesses but could also involve more severe legal actions against defaulters.
The Commission expressed concern over the low level of compliance by POS operators, despite the large number of such businesses operating across the country.
They also commended those operators who adhered to the directive, noting their responsible approach to formalizing their operations.
“We are to make it clear that the Commission is working with Law Enforcement Agencies and other relevant stakeholders to deploy a comprehensive enforcement and sanction framework that may include not only possible shutdown but other severe legal Consequences,”
However, the Commission criticized what it termed “recalcitrant operators,” many of whom have either refused or failed to comply with the registration requirement.
The CAC suggested that some of these operators might be engaging in “unwholesome activities” or have other undisclosed reasons for resisting formalization.
As the CAC moves towards enforcement, it urges all unregistered POS operators to take immediate steps to formalize their businesses or face the consequences of their inaction.
Recall that in May 2024 the CAC announced that PoS agents have been given a deadline of July 7, 2024, to register their business.
Hussaini Magaji, Registrar-General of the CAC, who announced this said this was the agreement with the PoS operators after a meeting in Abuja.
According to him, the registrations also align with the legal requirements and the directives of the Central Bank of Nigeria.
He added that the action was equally backed by Section 863, Subsection 1 of the Companies and Allied Matters Act, CAMA 2020 as well as the 2013 CBN guidelines on agent banking.
Magaji said the registration is aimed at safeguarding the businesses of fintechs and customers, strengthen the economy and tackle the surge in fraud in Nigeria’s financial industry.
The Commission also announced an extension of the mandatory registration for Fintech Operators to September 5, 2024.
It said the 60-day extension is to give sufficient time to operators particularly those in remote areas who might have encountered network challenges to register and continue with their businesses.
“The Corporate Affairs Commission wishes to notify Fintech Operators also known as Point of Sales Operators that the initial deadline of 7th July 2024 given for the registration of sole Agents, Super Agents, and Agents has been extended for sixty days beginning from 7th July 2024 to the 5th September 2024,” CAC said in the notice.
“This is to give sufficient time to Operators particularly those in remote areas who might have encountered network challenges to register and continue with their businesses.”
Central Bank of Nigeria (CBN) has approved the sale of dollars to bureau de change (BDC) operators at a rate of N1,580 per dollar.
In a circular signed by W.J Kanya, the acting director of the trade and exchange department, on Friday, September 6, the CBN stated that each BDC operator is eligible to purchase $20,000 in foreign exchange (FX).
The directive further stipulated that all BDCs are permitted to sell FX to eligible end-users at a margin of no more than 1 percent above the purchase rate set by the CBN.
The CBN also instructed interested and eligible BDCs to make their naira payments to the CBN deposit account numbers assigned to them.
It read; “This is to inform the Bureau De Change (BDC) Operators and the general public that we are providing more liquidity into the market. To this end, the CBN has approved the sale of US$20,000.00 to each eligible BDC at the rate of N1,580/$.
“This is to meet the demand for invisible transactions. Also, payment confirmation and all necessary documentation for disbursement are to be submitted at the appropriate CBN branches – (Abuja, Awka, Kano and Lagos) for collection of the US$20,000.00.”
Securities and Exchange Commission (SEC), has said that it has introduced various initiatives to reduce time to market with the aim of improving the efficiency and attractiveness of the Nigerian capital market, promote economic growth and development.
Dr. Emomotimi Agama, director general, SEC, who stated this, said these initiatives include streamlined registration processes, introduction of an electronic filing system and enhanced regulatory frameworks among others.
Agama emphasized that shorter time to market can benefit capital market development in several ways like increased liquidity which will lead to faster listing allowing companies to access capital more quickly, increased liquidity in the market and enable companies to allocate resources more efficiently, thereby driving economic growth.
He stated: “Shorter time to market will also improve investor confidence because when the listing processes are efficient, it can enhance investor trust and confidence in the market. A shorter time to market can make a jurisdiction more attractive to companies and investors, promoting competition and growth’’.
Explaining further, he said, “The Commission has been actively digitizing its operations, including the submission and processing of applications for securities registration, to reduce delays caused by manual processes. This involved the use of electronic platforms for document submissions and approvals, which not only speeds up the process but also improves transparency.
“We have undertaken regulatory reforms aimed at simplifying and streamlining the approval processes. These reforms include updating rules and regulations to reflect current market realities and adopting international best practices that enhance efficiency. For instance, the Commission introduced checklist review for registration of fixed income securities, thereby shortening the review and approval timelines. The Commission launched and conducted a targeted bi-annual training for Issuing Houses to enhance time to market and fast-track review of applications”.
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