The Bank Customers Association of Nigeria has revealed that it has written to the Central Bank of Nigeria about the charges being deducted from customers’ accounts.
This was disclosed by the president of BCAN, Uju Ogubunka, on Thursday at the 2025 Artificial Intelligence conference organised by SuperNews under the theme ‘Power of AI: Enhancing Efficiency and Customer Satisfaction for Better Financial Services Experience’.
This disclosure comes amid an increase and a migration to the end-user billing model for unstructured supplementary service data from charges being deducted from bank account balances, a move which BCAN had faulted, describing it as falling outside the scope of bank charges approved by CBN.
Speaking at the event, he said, “On the basis of excess charges, we have written to the Central Bank of Nigeria to find a permanent solution to it, and if they don’t, perhaps bank customers may have to come out to demand it. Let’s pray that they do that.”
Ogubunka also lamented the less-than-desirable experience of bank customers in the country, stressing that AI is in a good position to resolve some of the pain points.
He explained, “The truth is that when you talk of customer satisfaction in today’s Nigerian banking system, it doesn’t exist. That’s the truth. I’ve given you samples of where you can go, and you will find petitions, live petitions, and more going on at Bankers’ House, CBN, NDIC, mediation centres, and the law courts, and you will find all these things there. If people were really satisfied, they wouldn’t be complaining; they wouldn’t be petitioning. So, we cannot really say that AI has come to dwell with us.
“If AI has come to dwell with us, most of the issues being complained about would be taken care of by AI. That’s the truth.”
