Calling On Consumer Protection Agencies To Shield Bank Customers From Exploitative Practices (OPINION)

By Isaac Asabor

In a nation where consumers have often found themselves at the mercy of exploitative practices by the banking sector, the silence of the body constitutionally mandated to protect them is deafening. Nigerian consumers, who expect fairness and protection from financial institutions, have been subjected to numerous excesses by banks. From unexplained deductions to arbitrary charges, delayed fund transfers, and unresponsive customer service, these issues persist despite the presence of regulatory bodies like the Central Bank of Nigeria (CBN) and, more specifically, the Federal Competition and Consumer Protection Commission (FCCPC).

The FCCPC, as the primary consumer protection agency, is empowered by law to safeguard Nigerians from exploitative and unfair practices. Yet, it appears to be in a state of dormancy regarding the banking sector. Despite several outcries from consumers, the agency seems to be slumbering in the face of increasing reports of banking malpractice.

Nigerian banks have been consistently accused of dubious practices that drain customers’ accounts. These range from unauthorized debits for nebulous service fees to excessive penalties for late loan payments. In some cases, customers report repeated instances of being charged for services they never requested or used. Many banks have turned simple customer complaints into an exhausting battle of attrition, where consumers are left to fend for themselves or give up entirely. The frustration grows when those tasked with protecting them seem indifferent.

Take, for instance, the recurring issue of stamp duty deductions. Countless Nigerians have voiced their displeasure over this charge, which seems to pop up intermittently without a clear explanation. Similarly, many customers have expressed concerns about the frequency of system downtimes that leave them stranded, unable to access their funds when needed. These incidents often lead to lost business opportunities and personal inconveniences. Yet, the banks remain unperturbed, continuing to operate as though immune to consumer backlash.

To understand the depth of consumer dissatisfaction, it is crucial to hear directly from affected customers. Many Nigerians have taken to social media and consumer platforms to air their grievances, particularly regarding unexplained charges and poor service delivery. One notable instance is the recent network failure of Zenith Bank, which left countless customers frustrated and without access to their funds.

Amaka, a small business owner, shared her ordeal: “I was trying to make payments to my suppliers, but Zenith Bank’s network was down for hours. I had to deal with angry suppliers who thought I was avoiding payments. This is not the first time this has happened, and each time, I lose money and time.”

Tolu, a salary earner, expressed his frustration with unexpected charges: “Every month, I notice strange deductions from my account. Some are labeled ‘maintenance fees,’ others just appear without explanation. When I try to reach customer service, I am left on hold for hours or they give me vague responses. It is like they are deliberately trying to wear us down.”

Chinedu, a student, shared his experience with ATM-related charges: “I withdrew money from an ATM, and it debited me twice. When I contacted the bank, they told me to wait for 72 hours. It has been over a week, and I am still waiting. It is like they are playing with our money, and there is nothing we can do about it.”

These personal stories reflect the broader issue that consumers across Nigeria face. The recurring theme is one of helplessness in the face of banks that operate with impunity and a regulatory body that seems to have fallen into a deep slumber.

The FCCPC, with its constitutional mandate, is supposed to step in to defend consumers against such exploitation. While the commission has made commendable strides in sectors like telecommunications and food safety, its response to banking irregularities has been lacking. Nigerian consumers have been left wondering whether the agency is asleep on duty or if it is overwhelmed by the influence of the banking sector.

The lack of strong punitive measures or concrete interventions against erring banks only serves to embolden them. Consumer protection should not be selective or sector-specific. If the FCCPC can go after small businesses or service providers in other industries, why is it slow to rein in the banking giants?

There is a need for the FCCPC to live up to its role in the banking sector. One way to begin is by actively investigating and sanctioning banks found guilty of customer exploitation. The commission must take a firm stand to ensure that banks do not get away with hidden charges, unauthorized deductions, and poor service delivery. Additionally, the FCCPC should improve its complaint resolution mechanism to make it more accessible and responsive to the average Nigerian consumer.

Education is also a key component of consumer protection. Many Nigerian bank customers are unaware of their rights or the processes available to them to seek redress. The FCCPC must ramp up efforts to inform consumers of their rights and how they can report banking abuses. Moreover, the commission must ensure that complaints made by customers are acted upon promptly.

The Central Bank of Nigeria (CBN), though primarily a regulatory body for the banking sector, must also collaborate more effectively with the FCCPC to ensure consumer interests are protected. While the CBN has introduced policies aimed at reducing banking excesses, such as capping ATM withdrawal charges, these efforts need stricter enforcement. Without adequate enforcement, banks will continue to devise new ways to exploit consumers under the radar.

The banking sector thrives on consumer trust. If Nigerians continue to feel cheated or manipulated by their banks, this trust will erode, leading to wider repercussions for the economy. This is why both the CBN and FCCPC must work together to put in place transparent policies and ensure their strict adherence by financial institutions.

It is time for the FCCPC to wake up from its slumber and take decisive action against bankers’ excesses. Nigerian consumers deserve better than to be caught in the crosshairs of exploitative financial practices without protection. The agency must recognize the urgency of the situation and act swiftly to restore confidence in consumer protection within the banking sector.

Let us remember, consumer protection is a right, not a privilege. The FCCPC must ensure that its mandate is fully carried out to shield Nigerian bank customers from further exploitation. A proactive stance will send a clear message to the banking sector: exploitative practices will no longer be tolerated. It’s time for accountability, and Nigerian consumers are ready for change.