The Citizens Free Service Forum (CFSF) has raised concerns over persistent customer service difficulties reportedly affecting customers of ProvidusUnity Bank following the merger of Providus Bank and Unity Bank. 
In a statement issued by its Executive Director, Comrade Sani Baba, the forum said complaints from customers point to continuing difficulties in accessing banking services, resolving transaction-related issues and obtaining timely responses through customer service channels.
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It urged the bank’s management and relevant regulatory authorities to urgently investigate the complaints and take measures to ensure that customers receive efficient and reliable services.
CFSF said the concerns should not be allowed to persist, particularly at a time when customers expect greater efficiency and seamless banking services from financial institutions.
According to the statement, the merger was presented as an opportunity to create a stronger financial institution with greater capacity to serve customers effectively. However, the experience of some customers has, unfortunately, been marked by prolonged delays, unresolved complaints, inadequate communication and difficulties accessing or operating banking services.
“Of particular concern is the fact that some of these difficulties have reportedly persisted for about two months, leaving affected customers frustrated and, in some cases, unable to conveniently access or utilise their funds and banking services,” it added.
CFSF described prolonged unresolved banking difficulties as unacceptable, especially in an economy where individuals, businesses, employees, students and families depend heavily on reliable banking services for their daily activities.
The forum therefore called on the management of ProvidusUnity Bank to:
- Urgently identify and resolve all outstanding customer-related and technical problems.
- Establish a clear and time-bound mechanism for resolving complaints that have remained outstanding for weeks.
- Provide affected customers with proper explanations and regular updates rather than leaving them without meaningful information.
- Ensure that customers who have suffered demonstrable financial losses as a result of service failures are appropriately considered in accordance with applicable regulatory requirements.
- Strengthen its customer service and complaints-resolution mechanisms throughout the integration process.
The forum also called on the Central Bank of Nigeria (CBN), as the banking sector regulator, to pay close attention to complaints arising from the integration and, where necessary, ensure that affected customers receive appropriate redress.
“The CBN’s consumer protection guidance provides that customers should first lodge complaints with their financial institution and may escalate unresolved complaints to the CBN’s Consumer Protection Department where the bank fails to resolve them within the applicable timelines.”
CFSF acknowledged that large-scale banking integration can present technical and operational challenges. However, it said such challenges should not translate into prolonged hardship for customers who have entrusted their money and financial transactions to the institution.
The forum therefore urged ProvidusUnity Bank to treat the complaints as a matter requiring urgent management attention, open communication and measurable resolution.
CFSF said it remains committed to promoting responsible public service, consumer protection, institutional accountability and respect for the rights and legitimate interests of citizens.
“Citizens should not have to suffer indefinitely in order to access services for which they have entrusted their money to a financial institution,” it concluded.
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