The group managing director of Access Bank Plc, Herbert Wigwe, has said that complains from some banks customers are fraudulent and fictitious. He disclosed this during a meeting with some shareholders of the bank in Lagos.
Wigwe, who was responding to questions from shareholders on the bank state of affaires and its performance in the 2020 financial year, explained that certain types of customers raises issues trying to take advantage of the business combination they did with defunct Diamond bank Plc.
According to him “it’s a shame we’ve seen all sorts of things happening in this country, particularly certain types of customers raises issues trying to take advantage of the combination we did with diamond bank, some even went to the judiciary with ridiculous demands over what does not exist”.
The Access bank boss, noted that the bank have a process of handling genuine complains, with the use of robotics in resolving customers complains. Pointing out that in Access Bank, there is a service agreement in which if there is an issue before 2pm it will be resolved immediately.
Adding that if it’s after 2pm, it will be resolved within 24 hours and if it’s an issue that happened outside access bank, it will be resolved within 72 hours. Stressing that if the complains is technology base and the customer incurred fees, the banks pays five times of the fees to the customer. This according to him creates a deterrent to the bank from having problems internally.
The meeting which was also viewed virtually saw the group managing director talked about shareholders concerns on security, loan recovery, and unclaimed dividend, among other issues that may impacts on the bank performance.
On security, he assured the shareholders that in the next couple of weeks they will stand up and do something in respect to security. “As you can see, it’s happening everywhere, no one is protected. So if we don’t stand up to support and compliment government, then we will all have problem. It’s important we strive to make Nigeria safe for business, because this our country”.
Commenting on loan recovery, he lamented on the bad situation where some people will take loan from banks with the intention not to pay back. While urging the shareholders to embrace e-dividend, he said the registrars are looking into some technological challenges that are affecting the issue of unclaimed dividend.