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Customers Cry Out over Indiscriminate Charges on Bank’s Accounts

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Commercial Banks customers have raised alarm and expressed concern about indiscriminate and unexplained charges on their accounts by various banks.

Customers Cry Out over Indiscriminate Charges on Bank’s Accounts

The customers, in separate interviews with the News Agency of Nigeria (NAN) in Abuja at the weekend, complained that attempts to get clarification from their banks were usually met with unsatisfactory responses.

Razak Jubrin, a customer with one of the banks, said that he usually noticed unexplained deductions in his savings account whenever he carries out a transaction.

“Sometimes, when I recharge my phone through the bank App, I notice certain charges which are not explained.

“Sometimes, they debit you and fail to credit your phone with the airtime purchased, and they hardly ever refund your money until you call their Customer Service Desk or even visit the bank to resolve the transaction,’’ he said.

Another bank customer, Yakubu Ibrahim, complained about continuous charges in an account he had not been operating.

“I have not been operating a particular account in one of the banks for some time, but I keep getting alerts of deduction by the bank,’’ he said.

Some customers complained that ATM machines in many banks were programmed not to dispense more than N10, 000 at a time to enable them to charge customers who carry out multiple transactions.

Others complained that whenever they made transactions through Point of Sail service, they get exploited by the banks.

Recently, the Southeast Amalgamated Markets Traders Association sent a complaint to the CBN over multiple and indiscriminate charges and deductions made by the banks.

The association complained that most of the transactions were the social responsibility of the banks.

It said that the banks made deductions and charges for virtually every transaction ranging from deposits to even confirmation of signature.

Responding, Mr Osita Nwanisobi, CBN’s spokesman advised bank customers with unresolved complaints to contact the CBN.

Nwanisobi said that the apex bank would ensure that bank customers with issues of excess charges and unauthorised withdrawals got a redress.

He said that the CBN had since issued a circular on its website, showing all legitimate bank charges, adding that any charge outside what was stated in the circular would be illegal.

“What you should be asking the bank customers is if they have reported those incidents to the CBN. We work based on the information we receive,’’ he said.

Meanwhile, the CBN, in a circular, advised customers to allow banks to resolve their complaints within two weeks.

The apex bank advised: “If your bank fails to resolve the complaint within two weeks, you have the right to escalate your complaint to the Consumer Protection Department (CPD) of the CBN.

“You can only direct your complaints to the CPD upon the failure of your bank to resolve your complaint within the two weeks.’’

It would be recalled that the CBN recently reduced ATM withdrawal charges, inter-bank transfer fees and charges for electronic banking transactions.

The apex bank made the review in its “Revised guidelines to charges by Banks, Other Financial Institutions and Non-Bank Financial Institutions.’’

Charges like ATM withdrawals were reduced from N65 to N35 after the third withdrawal within the same month. CBN also cut inter-bank transfers to maximum of N50 from N300 per transaction.

 


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E-Financial

UBA Banks on Technology to Spur Growth in Africa

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United Bank for Africa (UBA) Plc, Africa’s Global Bank, has once again reiterated its unwavering commitment to increase its investment in cutting edge technology and training to support the growth of Small and Medium scale Enterprises (SMEs) in Nigeria and across Africa, which will in turn help them contribute meaningfully to their economies and the continent as a whole.

UBA Banks on Technology to Spur Growth in Africa

Oliver Alawuba, GEO/Managing Director at United Bank for Africa PLC

The bank gave this pledge during the 38th Lagos International Trade Fair, at Tafawa Balewa Square, in Lagos.

Shamsideen Fashola, group head, Retail and Digital Banking, UBA, who addressed participants at the event, said: “The banks investment in cutting edge technology are currently yielding tangible business value, and this high level commitment has proven to be instrumental in delivering enhanced customer experiences and optimising operational efficiency, all of which continues to yield positive outcomes from all areas of our business.”

This feat, Fashola noted, continued to engender their growth and success stories, as well as reinforce the bank’s passion and commitment to support SMEs at every step of their journey.

According to him, “it is for this reason that we are constantly evolving, with innovation and are very intentional in our investment in cutting edge technology, dedicated to putting the power to succeed in the hands of our customers as it concerns our wide range of products”.

“To this end, it is safe to say, we are relentless in advancing the growth of SMEs, and that is why we want to further equip them with what they need to achieve even more, by introducing the UBA SME Card—a bespoke financial solution designed specifically for SMEs.

“This card is primely dedicated to empowering business owners by providing seamless access to financing, efficient expense management, and exclusive benefits tailored to help streamline operations. With the UBA SME Card, we aim to equip our entrepreneurs with the necessary tools to thrive in an increasingly competitive landscape.”

Fashola also emphasised UBA’s impressive footprint across over 20 African nations and its strategic partnership with the African Continental Free Trade Area (AfCFTA).

With our presence in 20 African countries, where we have consistently driven rapid growth for the continent, UBA is dedicated to fostering intra-African trade, as seen in our partnership with AfCFTA, recognizing its critical importance for sustainable economic growth on the continent,” he said.

“By facilitating crossborder trade and investment, we are not only helping businesses expand their reach but also contributing to the overall economic integration of Africa,” Fashola explained.

Babatunde Ajayi, head of SME Banking,UBA, also underscored the critical need for comprehensive SME support, highlighting UBA’s strategic approach to providing enhanced capital access and targeted financing solutions that address financing disparities for small businesses, as well as women and youth entrepreneurs.

 


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Cybersecurity Expert Raises Alarm, Warns against Use ATM Card PIN for Online Transactions

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Dr. Kingsley Chibuzor Aguoru, a Nigerian-British Chartered Engineer and Doctor of Information Security, has petitioned the Economic and Financial Crimes Commission (EFCC) and the Central Bank of Nigeria (CBN) to immediately put a halt to card PIN usage for online payments to protect Nigerians from being fleeced of their hard earned money.

Cybersecurity Expert Raises Alarm, Warns against Use ATM Card PIN for Online Transactions

He said he was making the passionate appeal in order to secure financial practices in the country.

According to the UK based chartered Engineer, with his over 20 years of experience in financial technologies and security, who pioneered the concept of OTPs for card-not-payments, he was compelled to bring attention to the critical flaws in the Nigeria’s current online card payment practices, which exposes customers to unnecessary risks and significant danger.

Specifically, according to Aguoru, the continued use of PIN in online transactions put Nigerians at a grave risk of being defrauded.

Aguoru noted that card PINs were designed for face-to-face transactions at ATMs and POS terminals where secure encryption methods protect users rather than online usage.

In the petition cited by this paper, titled: “Urgent Call to Ban Card PIN Usage for Online Payments in Nigeria”, Dr. Aguoru explained: “In 2005, I developed a solution to tackle prevalent fraud in card-not-present transactions in the United Kingdom using both online and offline OTP models, drawing on Cartesian geometry. Although major networks like Visa and Mastercard declined the innovation at the time, my OTP model has since become a standard worldwide for authorization.

”Nigerian payment providers, such as Paystack and Flutterwave, and Interswitch still require card PINs for online card transactions, a practice virtually obsolete elsewhere or not ever used. Card PINs are designed for face-to-face transactions at ATMs and POS terminals, where secure encryption methods protect users. Using them online exposes consumers to serious cyber risks, including phishing, keylogger, man-in-the-middle attacks, even some dubious staff at the payment provider company can misuse customer’s PIN captured on the internet.”

He continued: “Nigerians are already familiar with OTPs for securing online transactions. However, it is critical to understand that OTPs should never be combined with Card PINs in an online setting. Instead, global best practices require using OTPs or Multi-Factor Authentication alone for online payments, which adds a secure layer of protection, an alternative to using card PINs online is to issue hardware card readers. With these devices, customers would simply insert their card, enter their PIN directly on the reader, and receive a generated OTP, keeping the entire process offline and secure.”

Enumerating the role of CBN in financial matters in the present digital age, Dr. Aguoru called on the apex financial regulator to protect consumers from cyber vulnerabilities. “I respectfully call on the CBN to address these issues head-on by prohibiting web PIN entry for card payments and enforcing OTP or MFA requirements across all payment providers.”

He advised the CBN to urgently steps forward for the safety of Nigerian cardholders by banning the use of card pins for online transactions and mandate the use of OTPs or other dynamic authentication methods, such as authorization through mobile banking apps.

He noted that there was need for consumers to be educated on safe online payments practice to minimize exposure to phishing and other cyber threats.

He said it was also necessary for the apex bank to enforce industry wide compliance with modern security standards to protect Nigerian customers, especially on the web, through policies, such as security, payments compliance policies.

Aguoru emphasized that by adopting these measures, the CBN will greatly reduce the risks Nigerian consumers face and bring the nation’s payment systems in with international best practice.

 


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E-Financial

MoneyMaster PSB Customers to Enjoy 10% Data Bonus Per Recharge

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Customers of foremost payment service bank, MoneyMaster Payment Service Bank (MMPSB), will henceforth, enjoy a 10 percent data bonus offer on every recharge above N1,000 on their Glo lines.

The data bundle offers one of the highest volumes in the country and the data purchases come with 30-day validity, with an automatic rollover of unused data upon subscription for a new plan.

The offer, which is meant to reward loyal customers and new ones, also underscores the bank’s dedication to empowering Nigerians to master their money via efficient offers that make every naira count.

The 10 percent bonus offer is available for Glo customers on banking channels including the MoneyMaster PSB app, USSD banking code *995# and MoneyMaster PSB Web banking.

MoneyMaster is a provider of innovative digital financial products and services that transform lives. It has the mission to deepen financial inclusion and has been pivotal in providing financial technology services to bridge the gaps between the banked, underbanked and unbanked population.

Mr. Julius Arhebun, head of Agency Banking at MoneyMaster, said, the offer shows the bank’s commitment to offering its customers products that enhance their lifestyle and help them master their money.

“With this offer, our existing and new customers can enjoy extended access to quality internet services whether it is streaming their favourite content, browsing top sites, or catching up on trends on their favourite social media apps”, he noted.

He further explained that existing customers can buy a data bundle of N1000 or above from their mobile wallets, savings account or individual current account via our USSD banking code *995#, mobile app or web banking. For new customers, the offer comes via opening accounts via the USSD banking platform or downloading the mobile application.

 


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