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Nigeria Distrust Banks, Trust Mobile Phones

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Nigerians love thier phones
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The real economy relies on the financial system. And the financial system depends on trust. Indeed, trust is imbedded in the language of finance.

Lamido Sanusi, former governor Central Bank of Nigeria (CBN) stirred the great reforms in the financial industry after discovering that some of the banks were clinically at the verge of collapse as a result of a combination of opaque financial system, the burden of non-performing loans and gross abuse of position by some of the bank chiefs.

In one fell swoop, managing directors of some of the affected banks were removed and thousands of innocent workers were also asked to go.

But something else was also lost – trust in the banking system. This deepened the cost of the crisis and is restraining the pace of the recovery.

According to a recent survey by Nigeria CommunicationsWeek, the banks and indeed financial institutions are still the least trusted sectors in Nigeria, more than five years after the reforms.

The result of the research is troubling given the fact that trust is the very foundation of banking.

And when benchmarked with telecommunications, the study found that Nigerians trust mobile phones more than banking institutions.

In the latest study, Nigeria CommunicationsWeek interviewed a cross-section of Nigerians and administered online questionnaires in twelves states across the geopolitical zones of Nigeria.

The low level of trust in banks is strange because trust is the very basis of banking.

The survey suggested that consumers’ personal experience with financial services providers is the most significant factor in determining the level of trust.

Ken Nwogbo, lead researcher said “The lack of trust in the financial services sector is in part the problem of the banks because they have done little to convince Nigerians that their targets are not profits”

A respondent summed it up “if it is not for the fear of robbers, I will put my money under my pillow. I don’t trust the banks to take care of my money”

Bonds of trust between banks and customers and regulators have been shaken by the mismanagement of banks and, on occasion, the malfeasance of their employees.

According to the study, more than 60 percent of the semi urban and rural population that were interviewed completely choose to have mobile phones as the primary channel for financial services rather than visit a bank.

Another 95 per cent choose not to go back home to pick their cheque book/ savings books but will go back to pick their phones if left at home.

But GT Bank has taken customer engagement and connection to a new height with an initiative known as “Call the MD of GTBank”.

Under the initiative customers who are dissatisfied with any GTBank service can call Mr Segun Agbaje, MD, directly from a designated phone in selected branches.

The main purpose of the ‘Call the MD of GTBank’ initiative is to enable the highest leadership level of the bank to get direct feedback of customer experience and address their immediate concerns on the spot, and thereby further improve the overall service culture within the bank.

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Nigeria CommunicationsWeek believes that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. So since 2007, we have devoted our energy to independent reportage of technology and how they affect lives.

E-Financial

PayPal Goes Live in Nigeria through Paga

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 Paga, Nigeria’s pioneering fintech company, and global payments leader PayPal have launched live account linking for Nigerian users, unlocking seamless cross-border payments and local Naira access after years of limited service.

The integration allows Nigerians to directly connect PayPal accounts to Paga wallets, receive funds from PayPal’s vast network spanning over 200 markets and 436 million active users, shop with international merchants, and withdraw balances for everyday needs like bill payments, bank transfers, or Visa card spending.

This ends longstanding “send-only” restrictions, empowering freelancers, online sellers, and small businesses to earn globally and spend locally without cumbersome workarounds.

Nigerian merchants gain a competitive edge, tapping PayPal’s 400 million-plus customer base to accept payments in up to 25 currencies, with funds settling swiftly via Paga’s nationwide infrastructure. Currency conversions occur at market-driven willing-buyer-willing-seller rates, positioning the service against informal channels and crypto alternatives. Paga’s upcoming merchant gateway enhancements will support larger business transactions directly.

Paga Founder and Group CEO Tayo Oviosu described the rollout as transformative: “Whether you’re a freelancer receiving international payments, a business selling online, or a consumer shopping globally, this collaboration makes it easier to access and use global funds locally, in a way that’s simple, secure, and built for our markets.” PayPal’s Senior Vice President for Middle East and Africa, Otto Williams, added: “We’ve been intentional about partnering with local innovators like Paga… to expand financial inclusion and enable more consumers and businesses to participate confidently in the digital economy.”

The move bolsters Nigeria’s explosive digital payments sector, where 2023 transaction values hit ₦657.8 trillion ($730.9 billion)—averaging ₦54 trillion monthly—and active mobile wallet users exceed 30 million. Backed by Central Bank of Nigeria reforms like IMTO guidelines and fraud protections, it taps a $25 billion annual remittance flow and projects an $18.3 billion digital economy by year-end.

Paga, with over 21 million users, CBN nationwide licensing, and a $250 million valuation, serves as the ideal partner through its API ecosystem and settlement network. To start, users log into the Paga app or site, link their PayPal account (personal or business via individual Paga setup), and begin transacting instantly.

This partnership not only bridges global finance to local realities but also accelerates Nigeria’s fintech dominance, fostering SME growth and diaspora remittances in Africa’s largest economy.


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NIBBS to Boost Financial Inclusion with Offline Payment Solutions

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The Nigeria Inter-Bank Settlement System (NIBSS) is looking into offline payment solutions as part of its efforts to increase financial inclusion and reach Nigerians who have limited or no access to mobile data.

The project was announced by Ngover Nwankwo, NIBSS executive director for business and products, at the 2026 CHBO Conference in Lagos.

Nwankwo pointed out that the rapid expansion of digital payments must be matched by purposeful inclusion initiatives, cautioning that innovation should not exclude groups of the population that still rely largely on cash.

She emphasised that cash is still an important element of Nigeria’s economy and that digital and cash-based payments must coexist to safeguard disadvantaged users while boosting efficiency for digitally connected customers.

Nwanko also commended banks for operational performance, particularly during the December 2025 cash demand period, which she said was met with few public complaints.

Lloyd Onaghinon, Bankers Warehouse Plc,had similar sentiments on the enduring need of cash. He explained that cash usage remained high globally due to cultural, demographic, and trust-related factors

However, he cautioned that surplus currency outside the banking system undermines financial intermediation and monetary policy efficacy, demanding greater cooperation among regulators, banks, and other stakeholders.

Director Solaja Olayemi, representing the Central Bank of Nigeria, stated that around 90% of Nigeria’s cash remained outside the banking system and encouraged banks to collaborate with fintechs and microfinance institutions..

He added that fintechs with substantial agent networks, such as Moniepoint, OPay, and Kuda, are better positioned to drive inclusion, with some companies now holding national licenses.

 


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CBN Upgrades Licences of Opay, Moniepoint, Kuda, Palmpay, Paga to National Status

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Central Bank of Nigeria (CBN) has approved the upgrade of operating licences for major FinTech companies and Microfinance Banks (MFBs), including Opay, Moniepoint MFB, Kuda Bank, Palmpay and Paga, to national status, formalising their nationwide operations after fulfilling regulatory compliance requirements.

The development addresses the rapid expansion of these digital platforms, which have leveraged mobile technology and extensive agent networks to serve millions across Nigeria, outgrowing their previous regional or state-level licences.

Yemi Solaja, Director of the CBN’s Other Financial Institutions Supervision Department, announced the upgrades during the annual conference of the Committee of Heads of Banks’ Operations (CHBO) in Lagos.

Institutions like Moniepoint MFB, Opay, Kuda Bank and others have now been upgraded. In practice, their operations are already nationwide, Solaja stated, highlighting the mismatch between prior licensing scopes and actual service footprints.

He underscored the critical need for physical customer support infrastructure, especially for informal sector users who form the bulk of their clientele, noting that Most of their customers operate in the informal sector. They need a clear point of contact if any issues arise.

With national licences, these institutions must adhere to elevated standards, including a minimum capital base of N5 billion for national MFBs, establishment of dedicated offices for complaint resolution, and rigorous Know-Your-Customer (KYC) protocols to bolster consumer protection and financial system stability.

The reforms align with CBN’s broader strategy to integrate large-scale digital operators into a robust regulatory framework commensurate with their reach, while harnessing their potential to deepen financial inclusion across Nigeria’s underserved populations.

This milestone follows intensified oversight, exemplified by 2024 penalties of N1 billion each imposed on Moniepoint and Opay for KYC non-compliance during routine audits, alongside similar actions against other players like Kuda and Palmpay, which prompted operational overhauls.

Such measures reflect the apex bank’s commitment to balancing innovation with risk management in the fintech sector, which has revolutionised access to banking services for millions in the informal economy through agent banking and mobile wallets.

Industry observers view the national upgrades as a vote of confidence in these trailblazers, while signalling that sustained compliance remains non-negotiable for their continued dominance in Nigeria’s digital finance ecosystem.

 


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