Access Bank has come under public scrutiny following allegations by a customer over a disputed loan facility and difficulties in obtaining account records, prompting concerns about transparency and customer service practices within the financial institution.
The concerns were amplified by the President of the Bank Customers’ Association of Nigeria (BCAN), Dr. Uju Ogunbunka, who warned that unresolved customer complaints could affect the bank’s reputation and customer confidence.
The controversy stems from claims made by Lydia Okodogbe, who alleged that after securing a loan from the bank in November 2022, she repeatedly sought detailed statements relating to the facility but was unable to obtain them despite numerous requests spanning two years.
Okodogbe further alleged that while reviewing her loan account, she discovered an additional loan entry valued at about N2.5 million, which she insisted she neither requested nor approved.
According to her, the unresolved issues surrounding the account significantly disrupted her business activities, leading to major financial losses and workforce reductions.
“My business suffered significantly. At our peak, we employed about 400 people, many of whom have now lost their jobs because operations became unsustainable,” she said.
The dispute has triggered calls for regulatory intervention, with stakeholders urging the Central Bank of Nigeria (CBN) to ensure that banking customers are granted access to critical account information and treated fairly during dispute resolution processes.
Commenting on the matter, Ogunbunka questioned why a customer’s request for account statements would remain unattended to for such a prolonged period, stressing that banks have a responsibility to provide such information when requested.
“The customer is not asking for anything extraordinary. Access to account statements is a fundamental right of every bank customer. If there is nothing to hide, the bank should provide the requested information and explain any outstanding issues,” Ogunbunka said.
He cautioned that failure to resolve legitimate complaints could erode trust among customers and encourage them to seek alternatives in an increasingly competitive banking environment.
The BCAN president also noted that customer dissatisfaction, if left unchecked, could subject the bank to greater public and regulatory scrutiny.
The development has renewed conversations about transparency, customer relations, and dispute-resolution procedures within Nigeria’s banking sector, where public trust remains a key factor in maintaining customer loyalty.
Responding to the allegations, Access Bank, through one of its officials, Hassan Dawodu, said the bank had already taken measures to address technical issues linked to the customer’s account and was still investigating the outstanding concerns.
However, no additional update had been provided by the bank as of the time the report was filed, leaving several questions surrounding the dispute unresolved.
Industry observers say the eventual resolution of the matter could influence public perception of the bank, particularly at a time when responsiveness and transparency are increasingly shaping customer expectations in the financial services sector.
