Customers of Heritage Bank Plc, a major Nigerian financial institution, have called on the government and the Central Bank of Nigeria (CBN) to urgently address ongoing issues that have left them unable to conduct transactions for the past three weeks.
In interviews with PREMIUM TIMES, many customers expressed frustration over their inability to withdraw funds from their accounts, leading to significant hardship. Despite the bank's notification of a "system refresh exercise" on May 13, which it claims to have completed successfully, customers reported continued difficulties accessing their money.
Several account holders noted that while deposits into their accounts were not problematic, withdrawals remained impossible. At various branches visited by reporters, customers recounted receiving minimal cash withdrawals or none at all. For instance, at branches in Wuse Zone 5 and the Abuja head office in Garki Area 3, customers were still unable to access their funds as of Monday afternoon.
Hassan Omotayo, Secretary of the Joint Council of Nigeria Civil Service Union, detailed his futile attempt to withdraw money after driving 20 kilometers to the Wuse branch, only to be told that earlier arrivals had been paid. Similarly, a long-time customer named Shola shared his frustration over being unable to withdraw more than ₦10,000 in the past three weeks, despite multiple attempts.
The situation has affected customers' daily lives, with one individual unable to buy food for his family and another, a hypertensive patient, unable to purchase medication due to the lack of access to their funds. Both customers urged the CBN and the Federal Competition and Consumer Protection Commission (FCCPC) to intervene.
On social media platform X, customers have voiced their dissatisfaction with Heritage Bank’s services, tagging the CBN in hopes of prompt action. Some users reported issues such as failed fund transfers, non-functional ATMs, and inoperative mobile banking apps, describing the situation as dire and pleading for regulatory intervention.
When contacted by PREMIUM TIMES, Heritage Bank's spokesperson, Ozena Utuku, reiterated that customers had been notified of the system refresh and that subsequent communications confirmed the completion of the exercise. Despite this, customers continue to report unresolved issues.
Attempts to reach CBN spokesperson Hakama Ali for comment were unsuccessful as of the time of filing this report. Calls and messages to her known contacts went unanswered.
The ongoing troubles with Heritage Bank’s systems have left many customers in a state of uncertainty and frustration, highlighting the need for immediate and effective resolution.
