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Lack of Dispute Resolution Mechanism Hobbles Financial Inclusion Initiative

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The objective of central bank of Nigeria to have 70 per cent of its adult population in the formal financial services sector by 2020 through its financial inclusion initiative is suffering a hitches as agency banking operators are faced with dispute resolution issues, Nigeria CommunicationsWeek has learnt.

According to Fasasi Sarafadeen Atanda, managing director, Ecosystem Hybrid Network, “there are no dispute mechanism in settlement issues between providers and agents as well with customers at agent location.

“The issues around PoS chargeback are beyond debit of customers as there is no complaint mechanism in place for financial inclusion services.

“In a formal banking system, there is complaint mechanism where customers are allowed to lodge complaint and tracking number given to them; if such issues were not resolved the customer can escalate it to CBN with the tracking number.

“For Agency banking, which is informal and still financial service the mechanism of formal should not be used in resolving complaints as the scenarios are different.

Today, if customers have issues at the PoS level and we the agents that interface between Banks and their customers at hinterland complain at bank branch, because of lack of knowledge they turn us back because they don’t understand the procedure that PoS is also issued by a bank .

He explained that, there are two parties involved in resolving PoS issues, the issuing bank, and the acquiring bank. “So, PoS is actually attached to acquiring bank when there is an issue, a customer should go to issuing bank that issued his card it is the responsibility of the bank to log it against the acquiring bank and ensure that the acquiring settles the account of its own customer.

“But, today they don’t do that because they lack knowledge most of them will ask customers to go to the bank that issued the PoS and collect their money. This means you are asking the customer to go and solve his/her problem. If the card is issued in Lagos and the customer travels to Maiduguri and use the PoS you are telling the customer to go to Maiduguri to ask the PoS agent of his refund. That is the problem we have today.

“We have been appealing to CBN to intervene by directing banks not to turn customers back to Agents for dispute resolution rather to resolve all electronic transaction disputes in the bank not at Agent locations, because agents are third party providers as they belong to one of the banks issuing or acquiring.

“Agents should be enabled to log complain on behalf of their customers as we are providing services at agent level, we should be  providing resolution mechanism at agent level  and the two should go together, you can’t sale service without problems. Agents are not protected like the banks

“The reason we want dispute resolution to start at the agent level is that banks cannot cope with the number of complaints arising from huge transaction that are done through PoS every month,” he said.

Victor Olojo, National President, Association of Mobile Money and Banking Agents of Nigeria (AMMBAN), added that recruiting 500,000 agents across the country within the next two years is not difficult and what is tall order to achieve is managing that number with poor infrastructure they are presently facing in the business of agency business,

“Presently, banks and licensed mobile money operators lack capacity to manager issues arising from network downtime. Web based solutions does not have the capacity to carry out transactions volume of up to 5,000 let alone when 500,000 are brought into the system.

“There must be concrete plans to improve upon available infrastructure to be able to support additional agents into the system. More so, there is knowledge gap in the management of agents by banks officers who does not understand business of informal sector. Over the years, we have noticed that some bank staff lack basic knowledge on digital financial service, “he said.

Olojo urged CBN and banks to put in place Agent support system in dealing with agents who are people not regulated by any institution.


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E-Financial

Providus Bank Fully Meets CBN Capital Requirement, Sets Record Straight

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Providus Bank Limited has dispelled media reports over its compliance with regulatory capital requirements, confirming that it has successfully met and exceeded the recapitalisation threshold set by the Central Bank of Nigeria (CBN).

In a statement, the bank clarified that under the CBN’s recapitalisation framework, regional commercial banks are mandated to maintain a minimum capital base of N50 billion, stating unequivocally that it achieved this benchmark as far back as January 2025 and has since strengthened its financial standing.

According to the bank, its current paid-up capital stands at N65 billion, significantly above the regulatory minimum, underscoring its resilience and commitment to sound financial management.

The bank noted that this strong capital position places it in good stead to support its growth strategy and continue delivering value to customers and stakeholders.

Providus Bank emphasied that any suggestion implying non-compliance with the CBN’s recapitalisation requirement was inaccurate and does not reflect its current regulatory status.

The bank reiterated its dedication to maintaining robust governance standards and aligning with all prudential guidelines set by the apex regulator.

It explained: Providus Bank Limited notes recent media reports regarding the recapitalisation status of certain banks and considers it important to provide factual clarification as it relates to the Bank. Under the CBN recapitalisation framework, regional commercial banks are required to maintain a minimum capital base of N50 billion.

“Providus Bank confirms that it had met its capital requirement since January 2025 and currently has a capital base of N65 billiom which is in excess of its capital requirement.

Accordingly, any suggestion that Providus Bank has not met the applicable recapitalisation threshold is not consistent with its current regulatory standing.”

The Olayemi Cardoso-led Central Bank of Nigeria (CBN) had, on March 28, 2024, announced a two-year bank recapitalisation exercise which commenced on April 1, 2024.

The 24-month timeline for compliance ends on March 31, 2026. The upward capital revision is expected to ensure that Nigerian banks have the capacity to take on bigger risks and stay afloat amid both domestic and external shocks.

Specifically, the recapitalisation exercise requires a minimum capital of N500 billion, N200 billion, and N50 billion for commercial banks with international, national, and regional licences, respectively.


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E-Financial

UBA UK, BII Sign Letter of Intent to Slash Africa’s $80Bn Trade Finance Gap

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United Bank for Africa (UK) Limited (“UBA UK”) and British International Investment plc (“BII”), the UK’s development finance institution and impact investor, today announced that they have signed a letter of intent to develop trade finance collaboration opportunities. The proposed initiative aims to expand access to trade and working capital facilities for businesses operating across Africa.

UBA UK, BII Sign Letter of Intent to Slash Africa’s $80bn Trade Finance Gap

L-r: West Africa Director and Head of Office Africa Coverage, BII West Africa, Benson Adenuga; Managing Director and Head of Africa, BII, Chris Chijiutomi; Lok Mishra, Chief Executive Officer, UBA UK, Loknath Mishra; Group Managing Director, United Bank for Africa (Plc) during the signing of letter of intent to develop trade finance collaboration opportunities.

Access to trade finance remains one of the most significant structural constraints on African trade. Businesses – particularly small and medium-sized enterprises – are frequently unable to secure letters of credit, guarantees, and supply chain finance on commercially viable terms, limiting their capacity to export and import competitively. This trade finance gap is estimated by the African Development Bank to be over USD 80 billion annually.

To help close this gap, UBA UK, the London subsidiary of UBA Group, Africa’s Global Bank, will leverage its deep relationships across the Group’s 20-country African network to originate and structure trade finance transactions. While BII, with a mandate to support productive, sustainable, and inclusive growth across Africa, can support transactions that might otherwise fall outside conventional commercial appetite.

Lok Mishra, Chief Executive Officer, UBA UK, said: “The signing of this letter with BII represents a landmark moment for UBA UK and for the UBA Group’s global ambitions. As the Group’s hub for Trade Operations, UBA UK is uniquely positioned to connect African businesses with the international financial system.

“Working alongside BII, we can extend that capability further — mobilising capital where it matters most and helping to close the trade finance gap that holds back so much African potential.”

Chris Chijiuitomi, Managing Director and Head of Africa, said: “British International Investment is committed to catalysing private sector growth across Africa, and trade finance is a critical enabler of that growth.

“We welcome the opportunity to collaborate with UBA Group, whose pan-African network and deep institutional relationships can help advance our ambition to expand access to trade and working capital finance, particularly in frontier markets.”

The announcement builds on growing momentum around intra-African trade facilitated by the African Continental Free Trade Area (AfCFTA), which entered into force in 2021 and represents one of the world’s most ignificant trade integration initiatives.

Both institutions have identified the operationalisation of AfCFTA as a priority catalyst for a trade finance facility, with UBA UK’s network across major AfCFTA economies offering a basis for supporting businesses navigating the emerging continental market.

This also complements the UK Government’s broader engagement with African economic development, including commitments made at the UK-Africa Investment Summit, and reinforces the City of London’s role as a leading international finance centre for Africa-focused capital mobilisation.

Future cooperation remains subject to further assessment, due diligence and the completion of internal approvals by both parties.


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CBN Introduces Stricter BVN Rules to Curb Fraudulent Transactions

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Central Bank of Nigeria (CBN) has introduced stricter rules guiding the use and management of the Bank Verification Number (BVN) as part of efforts to reduce fraudulent transactions within the financial system.The revised framework, which takes effect from May 1, includes tighter controls on BVN enrolment, data access and customer information updates.

CBN Introduces Stricter BVN Rules to Curb Fraudulent Transactions

The apex bank said the measures are aimed at strengthening identity management, improving fraud monitoring and safeguarding the integrity of banking transactions.

Under the new guidelines, BVN enrolment is now restricted to individuals aged 18 and above, while customers will only be allowed to change the phone number linked to their BVN once.

The restriction is designed to curb identity manipulation often exploited by fraudsters through repeated updates of personal information.

The CBN also directed financial institutions to maintain a temporary watchlist for BVNs linked to suspicious transactions.

Affected BVNs may be flagged for up to 24 hours, during which customers are expected to verify or clarify flagged transactions before further action is taken.

In addition, access to BVN data has been tightened, with the apex bank retaining exclusive control over the database while granting access only to licensed financial institutions under defined conditions.

The move, according to the CBN, is expected to enhance data security and support a more resilient financial system as BVN enrolment continues to grow.


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