Customers of Heritage Bank Plc, a leading financial institution in Nigeria, are calling for urgent intervention from the government and the Central Bank of Nigeria (CBN) to address ongoing challenges that have disrupted both physical and online transactions for nearly three weeks.
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In interviews with numerous customers expressed frustration over their inability to withdraw funds, citing severe hardships caused by the situation. Despite the bank’s announcement of a “system refresh exercise” completed on May 13, many customers reported that issues persist.
Persistent Challenges Despite Bank’s Assurance
Heritage Bank claimed to have resolved the system issues, but customers across various branches, including those in Wuse Zone 5 and the Abuja head office in Garki Area 3, continue to experience difficulties. Tellers reportedly provided only N5,000 in cash per customer, leaving many without access to their full funds.
Hassan Omotayo, Secretary of the Joint Council of Nigeria Civil Service Union, shared his ordeal of traveling 200 kilometers only to be unable to withdraw money. “There was no official to address the ongoing crisis. Despite claims of distributing N5,000, many, including myself, did not receive any money,” Omotayo said.
Widespread Impact and Customer Hardships
Customers like Shola, who has banked with Heritage for over a decade, described the last three weeks as particularly challenging. He reported being able to withdraw just N10,000 and facing unsuccessful attempts with ATMs, POS, and the mobile app.
“As a salary earner, this has severely impacted my ability to provide for my family. Despite having money in my account, I couldn’t buy food over the weekend,” Shola recounted. Other customers, including a hypertensive patient, struggled to access funds for essential needs like medication.
Social Media Outcry
On X, Heritage Bank customers have been vocal about their dissatisfaction, tagging the CBN and urging prompt action. The bank’s official page disabled its comment section, likely to prevent negative feedback from appearing.
One user, Abraham Akomolafe, questioned if Heritage Bank was operating as a microfinance bank due to the withdrawal limitations. Another user, Nolanichyme, claimed, “Heritage Bank has seized the money of all its account holders. You cannot withdraw or do transfers, but money can enter your account.”
David, another frustrated customer, echoed the need for intervention: “We have been going to the bank for two weeks now. No money, no transfers. If the bank is failing, let them at least give us our money.”
Bank’s Response
Heritage Bank spokesperson Ozena Utuku referred to earlier communications about the system refresh and its successful completion. However, ongoing customer complaints suggest that the issues are far from resolved.
Awaiting Central Bank’s Response
Attempts to contact CBN spokesperson Hakama Ali for comments were unsuccessful, as calls and messages went unanswered. Customers continue to seek answers and relief as the banking challenges persist.
Conclusion
The situation at Heritage Bank highlights significant operational issues affecting numerous customers. With mounting frustration and hardships, there is a growing demand for government and regulatory intervention to restore normalcy and ensure the bank’s accountability.
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