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Nigerian Bank Customers Face Potential Service Disruptions as Core Systems Undergo Upgrades

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Nigerian bank customers may need to prepare for increased service interruptions as banks across the country fast-track the migration of their core banking systems to more secure and cost-effective software.

Many financial institutions have already initiated this process, but it’s expected to intensify in the coming weeks, potentially leading to frequent transaction delays and unexpected outages.

President of the Bank Customers Association of Nigeria (BCAN) and former Registrar of the Chartered Institute of Bankers of Nigeria (CIBN), Dr. Uju Ogubunka, expressed frustration over the limited communication from banks regarding these disruptions.

In an interview with THISDAY, he pointed out that banks should have better informed customers about the potential impact of these upgrades.

Ogubunka said, “The ultimate aim is to improve the system and services to customers, but whether all these upgrades should happen simultaneously is debatable, as it’s causing major disruptions. Additionally, many banks failed to give enough notice to their customers, leaving them unprepared.”

Dr. Ogubunka emphasized the need for more effective communication, particularly for those customers less familiar with digital banking.

“Not every customer is technology-compliant. Banks need to take time to explain these changes and even provide some training to help customers adjust. The lack of preparation is making things worse,” he added.

A banking industry insider, speaking anonymously, confirmed that further disruptions are likely as more banks prepare to migrate.

The insider explained that the shift is motivated by rising operational costs and heightened security concerns.

“The banks pay in dollars for every account held, along with the cost of additional services. With the naira’s decline, these expenses have become unsustainable. That is why banks are looking for cheaper alternatives, whether local or foreign,” the source revealed.

Sterling Bank was one of the first to experience service issues after moving from T24 to SEABaaS, a locally developed platform, in September.

Customers experienced days of limited access to services during this migration.

Similarly, GTBank recently announced its switch from Jordanian/UK-based ICS Financial Services software to Finacle, an Indian platform.

In another case, Zenith Bank suffered a major outage on October 1 while shifting from UK-based Phoenix by Finastra to Oracle’s Flexcube.

Access Bank, which had initially planned its own migration, has since postponed the transition and promised to announce a new date for the update.

Security concerns have also been a driving factor behind these migrations. The insider mentioned that cyberattacks targeting banks are on the rise, pushing institutions to adopt more robust security measures through system upgrades.

“There has been a rise in cyberattacks targeting financial institutions. Banks need systems that are not only cost-effective but also secure. This migration trend is largely about safeguarding against those threats,” the source said.

However, the simultaneous system upgrades by several banks remain a concern for many, as it compounds the impact on customer access and transaction flow.

Dr. Ogubunka and other industry experts have called for a more strategic, customer-oriented approach to avoid further strain.

“Yes, the goal is to improve service quality, but banks should not rush the process and neglect the needs of their customers. Without adequate preparation and communication, we will continue to see more disruptions, and the frustrations will only deepen,” Ogubunka said.

The BCAN president urged banks to focus on educating customers and ensuring smoother transitions to prevent further inconveniences.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

E-Financial

Expert Says Targeted e-Finance Solutions is Crucial to Firm’s Competitiveness

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The importance of managing an organisation’s finances digitally for efficiency has been highlighted at a retreat organised by Federal Polytechnic, Ilaro, Ogun State for workers of in Bursary and Audit Unit.

At the same time, the experts at the programme which held in Ibadan, recently, emphasised the need for tailored financial solutions that align with organisation’s goals and objectives to enhance output.

Speaking on “Digital Transformation in Financial Management,” a Professor of Accounting and Financial Development at Lead City University, Ibadan, Godwin Oyedokun, justified the shift from manual to digital solutions, noting that the financial terrain  was largely impacted by the evolving digital landscape currently transforming industries globally.

He noted that technologies like Artificial Intelligence (AI), block chain, cloud competing, and data analytics are fast revolutionising how financial data are collected, processed and report, stressing the need for upgrade.

He submitted that the dynamism in the modern business environment can no longer cope with the imperfections of manual processing, especially as demand for accuracy, efficiency and agility increase.

The financial expert convinced further that digitising financial management was more than just a trend, but a critical evolution for businesses to stay competitive.

“Arriving at efficiency however required targeted financial solutions, embracing right technologies and adherence to regulatory standards.

“Digital upgrade in finance goes beyond adopting new technologies, but fundamentally rethinking how financial functions operate, aiming to provide value to both customers and internal stakeholders.

“It drives competitive advantage by optimising operations and enabling businesses to adapt quickly to market changes.  In academia, it is crucial at ensuring efficiency and operational efficiency of educational institutions,” he argued.

He further called for periodic upskilling of financial and administrative workers to keep them engaged with trends, in addition to investing heavily in cybersecurity for robust security protocols.

 


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Dyna.Ai to Revolutionize Nigeria’s Financial Industry with Innovative AI Solutions

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Dyna.Ai, a leading AI-as-a-Service company, is strengthening its presence in Africa through strategic partnerships with local banks and fintechs.

At the recently concluded Nigeria Fintech Week 2024, the company showcased its innovative AI products, designed to revolutionize the financial industry by enabling smarter decision-making and supporting the digitization of financial institutions.

According to a report by Mckinsey & Company, the African financial services market is experiencing rapid growth, with a projected value of $230 billion by 2025. Excluding South Africa, the remaining markets are expected to reach $150 billion in revenue by the same year. This presents a significant opportunity for fintech companies, especially in markets like Nigeria, which has emerged as one of the biggest fintech hubs in Africa.

“The Nigerian Fintech Week was a great platform to showcase our innovative AI solutions and connect with industry leaders,” said Yasmine Ezz, General Manager for the Middle East and Africa. “We recognize the immense potential for AI to transform the Nigerian financial sector, especially given the anticipated growth of the market.”

Dyna.Ai is collaborating with leading Nigerian banks and mobile money operators (MMOs) on a diverse range of products, including conversational AI solutions like VoiceGPT, decision engines, and scoring products, among others. These solutions are designed to improve customer satisfaction, boost employee productivity, and enhance operational efficiency, enabling financial institutions to leverage data for smarter decision-making.

“Adopting an AI-first strategy is essential for the future of large enterprises;by leveraging the advanced conversational AI behind the phone and chatbots offered by Dyna.Ai. Our clients can significantly enhance their communication and engagement with users,” stated Yasmine Ezz.

With a dedicated local team and strong partnerships with major industry players, Dyna.Ai is well-positioned to address the unique challenges and opportunities in the Nigerian market. The company looks forward to expanding its footprint and deepening partnerships within the local market in the coming months and years, further accelerating the adoption of AI technologies across the sector.


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Court Orders CBN to Pay Kasmal N579Bn for Role in Stamp Duty

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Justice Inyang Ekwo of the Federal High Court in Abuja has ordered the Central Bank of Nigeria (CBN) to pay Kasmal International Services N579,130,698,440 with 10 per cent interest per annum for its role in stamp duty collection.

Court Orders CBN to Pay Kasmal N579Bn for Role in Stamp Duty

The interest will apply from January 1, 2015, to January 31, 2020.

Kasmal, through Alex Izinyon, their lawyer filed the suit against the CBN and the Attorney General of the Federation, arguing that the Nigerian Postal Service had appointed them to collect a N50 fee on all receipts issued by banks or financial institutions for services related to electronic transfers and teller deposits of N1,000 and above.

This appointment was in line with the Stamp Duties Act and the Nigerian Financial Regulations of 2009.

The lawyer added that the terms of the agreement between NIPOST and the plaintiff included the remuneration of N7.50 from every N50 deduction of which his client’s percentage has not been fully paid as agreed.

The court document read, “The plaintiff has become aware through public disclosures by the Governor of the CBN that after the initial payment of N10.367 billion to the plaintiff, which did not reflect the total value of all accrued deposits that ought to have been paid into the 1st Defendant NIPOST Stamp Duty Collection Account No. 3000047517 from January 1, 2015, to January 31, 2020, further remittances were made from the DMBs’ NIPOST STAMP DUTIES ACCOUNTS to the 1st Defendant NIPOST Stamp Duty Collection Account No. 3000047517 in the tune of over N370.7 billion, which were amounts that accrued within the period from January 1, 2015, to January 31, 2020.

“Currently, a total of N3.8 trillion stands in the Stamp Duty Collection Account, ready for distribution among the Federal Government, State Governments, Local Governments, the Federal Inland Revenue Service (FIRS), Coordinating Consultants, and other bodies.

“That the plaintiff’s 15%, amounting to N579,130,698,440, is part of the N3.8 trillion in the Stamp Duty Collection Account.

“The defendants/respondents have started taking steps to disburse and transfer the whole of the N3.8 trillion in the Stamp Duty Collection Account without consideration of the outstanding payments due to the plaintiff.”

The plaintiff prayed by the Court to issue “an order directing the 1st and 2nd Defendants to pay the plaintiff the sum of N579,130,698,440 or any other sum as may be adjudged by this Court upon the production of the records relating to the collection of stamp duty between January 1, 2015, and January 31, 2020, representing 15% of all accrued deposits paid into or which ought to have been paid into the CBN NIPOST Stamp Duty Collection Account No. 3000047517 by all Deposit Money Banks.

“An order directing the 1st (CBN) and 2nd Defendants to pay the plaintiff an interest payment of 10% per annum on the sum of N579,130,698,440 or any other sum as may be adjudged by this Court upon the production of the records relating to the collection of stamp duty between January 1, 2015, and January 31, 2020, representing 15% of all accrued deposits paid into or which ought to have been paid into the CBN NIPOST Stamp Duty Collection Account No. 3000047517 by all Deposit Money Banks (DMBs).”

The lawyer earlier asked the court to restrain the 1st and 2nd Defendants, either by themselves, agents, privies, assigns, or whatsoever called, from disbursing, distributing, transferring, depleting, or doing anything whatsoever with all accrued deposits paid into or which ought to have been paid into the CBN NIPOST Stamp Duty Collection Account by all DMBs pending the hearing and determination of the case.

In their preliminary objection to the suit marked FHC/ABJ/CS/335/2024, the Attorney General of the Federation and the Apex bank through Chief Adeniyi Akintola (SAN), their counsel, told the court that the agency contract the plaintiff allegedly had with NIPOST is illegal.

Akintola argued that only the Federal, State, and Local Governments are entitled to share the revenue in the Federation Account.

He said the purported appointment of the plaintiff by NIPOST was void from the onset because stamp duty charges on bank transfers and deposits are a tax that is exclusively administered by the Federal Government through the Federal Inland Revenue Service.

He contended that NIPOST is not the revenue collection agency for stamp duties and hence has no authority to appoint the plaintiff to represent it as a collection agent for the Federal Government.

Furthermore, he stated that NIPOST lacks the powers to appoint the plaintiff as a revenue-generating collector concerning stamp duty, thus rendering the legitimacy of the underlying contract faulty.

He referred the court to a subsisting judgment which did not bind the CBN to any contract deals between NIPOST and the plaintiff.

He also urged the court to dismiss the case, criticising the plaintiff for not joining NIPOST as a defendant in the matter.

The lawyer urged the court to hold that it is the responsibility of the Accountant General of the Federation to disburse, distribute, allocate, or transfer all such accrued revenues in the Federation Account.

He said, “The non-joinder of NIPOST, which purportedly appointed the plaintiff as a collection agent, robs the Honorable Court of the requisite jurisdiction to entertain the claims as presently constituted;

“The purported agency contract between NIPOST and the plaintiff, which is the basis for the plaintiff’s authority, is not placed before the court; hence the court cannot give effect to the said agency contract merely because it was mentioned in passing in paragraph 5(e) of the plaintiff’s affidavit in support of the originating summons.”

“The revenue being challenged belongs to the entire Federation, the collection and remittance of which goes to the Federation Account, and any amount standing to the credit of the Federation Account can only be distributed among the Federal, State, and Local Government Councils in each State. The court lacks jurisdiction to entertain this suit in relation to sharing the said money in the Federation Account.”

“The Stamp Duties Act makes no provision for the delegation of the collection of stamp duties by any other body other than NIPOST under the NIPOST Act, and subsequently, the said stamp duties relate only.”

Justice Ekwo while delivering judgment in the suit, held that the submission of the CBN and AGF that NIPOST lacks the statutory power to collect stamp duties and that the agency agreement entered into with the plaintiff does not hold water.

The judge noted that a previous judgment concerning stamp duty that favoured the plaintiff is still subsisting and has not been overturned by a higher court.

Ekwo held that the submission of the CBN and the AGF that the reliefs sought by the plaintiff in the suit cannot be granted, as all revenues accruing to the Federation, including the stamp duties, the subject of this matter, are remitted into the Federation Account, which can only be distributed among the tiers of government as provided in the Constitution, is incorrect.

He held that the CBN had paid the plaintiff the sum of N10.3 billion, representing 15% of remitted stamp duty by all Deposit Money Banks between January 1, 2015, and January 31, 2020, from the CBN NIPOST Stamp Duty Collection Account No. 3000047517.

“I find at the end that the CBN and AGF have not effectively controverted the case of the plaintiff, and the plaintiff, having made a credible case, ought to succeed on the merit, and I so hold.

“It is my opinion that this case is predicated on the fact that the 1st and 2nd Defendants have had transactions with the plaintiff before by paying the plaintiff the sum of N10.3 billion, being 15% of remitted stamp duty,” he said.

Justice Ekwo proceeded to grant the reliefs of the plaintiff, while he ordered the Apex bank to pay over N579bn with associated interest within the stipulated period.

 

 

 


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