How to escalate unresolved bank transaction cases in Nigeria

About two years ago, my mother had a failed POS transaction using her UBA Bank card. I think it was for N200,000 or so.

She kept going to the bank for that money, but it was never reversed. When she reported it to me, I called them, and they said she should go to her branch and give them the failed transaction slip.

She did.

Until today, that money has not been reversed.

And because the account is not in my name, there was little I could do, especially because we don’t live in the same city.

These days, when I open my email or the inbox of any of my social media handles, I see people reporting one case or another to me.

Many have made attempts to resolve their issues through other established channels like the police, courts, regulators, and other institutions, but they met even more frustration.

This is why people run to people like VDM, me, Sowore, and many others with reasonably large followings.

Because there’s nowhere else to turn to.

Court cases take years and cost so much money.

The police only pay attention if you have more money to spend.

Big corporations in Nigeria take advantage of these loopholes to steal from and deal mercilessly with ordinary Nigerians.

Look at the screenshot below and ask yourself: How many people have these banks done this to and gotten away with it?

Mayor Chikwe is just one in tens of millions.

For some, it’s just N100.

For some, it’s N1,000.

They look at the amount, consider the stress, time, and money it would take to recover the little the banks stole from them, and simply move on.

Now imagine that happening to millions of Nigerians.

The banking system is deliberately the way it is, not because they lack the resources, infrastructure, or technology to make things work as they should, but because they make so much money from the frustration of the people.

And the regulators?

They are in bed with them.

As long as one hand greases another, the rest of Nigerians can go f**k themselves.

-KAA
#kaa_truths
 
Since 2019, I vowed no Bank will take my shishi without explaining why and if the why doesn’t make sense, my money must be returned by fire by force.

I learned a method that has always worked. If I have complaints, I gather the proof, send the bank an email and copy CBN and other financial regulatory authorities, even EFCC. Once I have done that I will sit down and wait. It takes just few hours before the bank starts calling and making every attempt to resolve the issue.

Few years ago Access Bank was proving stubborn. They took $100 from my domiciliary account and refused to return it. I got my lawyer Ogbaga Ogba Immanuel to write to them and give them 2 days ultimatum. Immediately they sensed that I was ready to go to court, they reversed the money with apologies.

When I was a Keke driver in Abakaliki, a police man broke my windscreen. They thought it would be swept under the carpet like others, I wrote petitions to even the IG of police and the governors office and the police man ended up paying double for the windscreen.

If Nigerians learns how to fight for their right through every available legal means, big corporations and agencies will at least become scared of misbehaving.

If you have a bank issue, try this method and see how your bank will start calling you like you are VIP.

-KAA
#kaa_truths
 
Walk into any bank and demand to see the manager if the staff mistreat you. Even if your balance is 2K.

You have that right.

Make your demand with a strong confident voice. No insults, no shouting, just approach any staff and say “Good day, my name is ….. I want to see your manager. I have a case to report to him.”

Insist on seeing the manager. It’s your right and they are not doing you a favor.

The manager is always watching
 
If you get an unauthorized debit from your bank account and the bank tells you it was an online transaction done with your card, don’t panic. And don’t automatically accept that the money is gone. Hold the bank accountable and demand an investigation.

It has happened to me many times with Zenith and Access Bank.

On one occasion, I got several debits from my domiciliary account.

Some were $10, some $20.

I think it happened about 13 times.

When I called Access, they told me my card had been used for online payments and there was nothing they could do.

I told them my card had been with me throughout the period the money was being taken from my account.

Secondly, if they insisted that I authorized those transactions, I asked them to provide evidence of how I authorized them.

Where is the OTP?

Where is the PIN authorization?

Where is the second-level authentication or any other evidence showing that I approved those transactions?

They couldn’t provide it.

And this is where people need to understand their rights.

The CBN’s Guidelines on Operations of Electronic Payment Channels specifically provide that when a cardholder notifies a bank that an error involving his or her card has occurred, the institution MUST investigate and resolve the claim within T+5 days.

The CBN also lists the introduction of second-level authentication for card-not-present payments as one of its card-fraud prevention strategies. It requires banks to have measures for monitoring and protecting electronic payment transactions.

Now, this does not mean that every legitimate online transaction must necessarily come with an OTP.

But if I tell you that I DID NOT AUTHORIZE a transaction, simply telling me that “your card was used” is not enough.

Show me how I authorized it.

Of course, customers also have responsibilities. The CBN requires customers to protect their cards, PINs and other banking information and to promptly report suspected fraud or compromise.

But once I have protected my banking information, promptly reported the unauthorized transactions and denied authorizing them, the bank cannot simply wave me away with polished English.

When Access refused to reverse my money, I wrote them an email and copied the CBN and other financial regulatory agencies.

My argument was simple:

You are holding my money.

I pay you maintenance charges and other service fees partly because I expect you to operate a secure banking system.

If money leaves my account without my authorization, I am entitled to ask you to investigate it and show me how that transaction was authenticated.

You cannot simply say, “Your card was used,” and make that the end of the matter.

My money was reversed.

ALL OF IT.

So, if your case is similar, don’t let any bank bamboozle you with their polished English.

Report the transaction immediately. Put your complaint in writing. Keep your complaint reference numbers, emails, statements and every other piece of evidence.

And if the bank fails to resolve your complaint within the applicable CBN complaint-resolution timeline, you have the right to escalate the matter to the Consumer Protection Department of the Central Bank of Nigeria. The CBN itself provides a formal process for doing this.

Dedicate time to learning how things actually work. It will help you a lot.

-KAA
#kaa_truths
 
Understand that your banks responsibility is to help you make money, not to cause you losses.

If your bank fails in that responsibility, they do not deserve you.
 
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