Ecobank Nigeria customer complaints rise as service disruptions spark concerns over trust, failed transactions and delayed reversals
A commercial expert, Nasiru Abba, has warned that persistent service disruptions affecting customers of Ecobank Nigeria could damage the bank’s reputation and weaken customer confidence if not urgently resolved.
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Abba made the remarks amid growing complaints from customers who have reported failed transactions, delayed reversals and poor customer service experiences across several digital banking channels.
Speaking on the situation, the expert suggested that the disruptions may be linked to internal technical challenges within the bank’s network infrastructure.
“It may likely be that their network system is downgraded and needs to be upgraded to a more current mechanism,” Abba said.
The analyst also acknowledged that the issue could be connected to the Nigeria Inter-Bank Settlement System, commonly known as NIBSS, but maintained that an internal technical fault appeared more likely.
“It could be a NIBSS issue, but most likely it is an internal network problem,” he added.
Abba warned that prolonged service issues could trigger a damaging loss of trust among customers, with many potentially redirecting funds and transactions to competing banks.
“Many customers may stop receiving inflows into their accounts and redirect expected deposits to other banks,” he said.
The expert further noted that negative feedback circulating on social media platforms could discourage prospective customers from banking with Ecobank Nigeria.
His comments follow a wave of online complaints from frustrated customers who accused the bank of delayed transaction processing and inadequate customer support.
On Wednesday, several users on X renewed criticism of the lender over unresolved failed transactions and delayed refunds.
One customer, identified as Olugueemaka, questioned why a failed transaction had not been reversed after more than 24 hours.
Another user, Rita Yava, criticised the bank over what she described as a lack of response despite filing a complaint over a debited account and an unsuccessful transaction.
Similarly, Emmanuel Ekuma accused the bank of withholding customer funds, while other users complained about prolonged delays in account upgrades and unresolved transfer issues.
A customer identified as Keemon alleged that funds sent to a savings platform remained inaccessible for three days, threatening to escalate the issue to regulatory authorities.
Another customer, Nash, described repeated unsuccessful attempts to reach the bank’s customer service channels, claiming calls were disconnected and WhatsApp messages ignored for weeks.
Beyond social media complaints, a customer named Veronica Musa said she stopped using Ecobank Nigeria because of delays in receiving transaction alerts.
“Someone would send you money, and you would wait until you get tired. Sometimes, you may never even receive the alert,” she said.
As of the time of filing this report, Ecobank Nigeria had not released an official statement addressing the allegations.
However, the bank responded to some complaints on X by requesting affected customers to send direct messages for assistance.
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Efforts to obtain comments from the bank’s Head of Marketing and Corporate Communications, Austen Osokpor, were unsuccessful.
Mariam Balogun is a contributor to Freelanews.com, covering news, business, and public affairs.
