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Banks Refund N3Bn, $1.7m Excess, Unauthorised Charges

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Godwin Emefiele, CBN Gov
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Bank customers who complained of excess/unauthorised charges, frauds, guarantees, dispense errors and funds transfers; demanded and received some N3.093 billion and $1.724 million respectively from money deposit banks.

 

The amount is from the 1,612 complaints from consumers of financial services were received between July and December 2018, according to the Financial Stability Report of the Central Bank of Nigeria (CBN).

 

The figure, which showed an increase of 173 complaints or 12.02 per cent over the 1,439 received in the first half of 2018, was contained in the Financial Stability Report of the Central Bank of Nigeria (CBN).

 

Of the total complaints, 1,602 or 99.38 per cent were against commercial banks, while 10 complaints or 0.62 per cent were against Other Financial Institutions (OFIs).

 

Specifically, the complaints were basically about excess/unauthorised charges, frauds, guarantees, dispense errors and funds transfers.

 

Total claims made by customers during the period amounted to N7.995 billion and $1.767 million, while N3.093 billion and $1.724 million were refunded to them.

 

Also, 1,496 of these complaints were successfully resolved or closed in the period under review, compared with 4,723 in the first half of 2018, indicating a decrease of 3,227 or 215.71 per cent.

 

Meanwhile, reported cases of fraud and forgeries by banks increased to 25,029 at end of December 2018, from 20, 774 at end of June 2018.

 

During the period, various cyber-attacks were carried out on high profile entities, including the Central Bank of Bahamas, Marriot Hotels, Google plus, Arik Air, British Airways and UK NHIS, among others, leading to the loss of customers’ private information, revealing the vulnerability of all classes of organisations.

 

In Nigeria, the total amount involved decreased to N18.94 billion at end of December 2018, from N19.77 billion at end of June 2018.

 

Similarly, actual losses declined to N2.21 billion in the period under review from N12.1 billion in the first half of 2018.

 

Also, the total number of reported fraud cases in OFIs stood at 754 at end of December 2018, while the actual loss of N120.98 million was recorded during the same period.

 

The Automated Teller Machines (ATM) and mobile money channels recorded the highest incidences of fraud. In order to tackle this trend, bank customers were continually sensitized on safe banking practices while banks were encouraged to implement strong authentication controls and carry out comprehensive infrastructure risk assessments.

 

The United States Federal Bureau of Investigation had issued a warning to banks on a new type of fraud known as the ATM Fraud or ATM Cloned Card fraud, which involves hackers accessing bank systems or payment card processors and altering data to withdraw large sums of cash within a short period.

 

In response to this warning, CBN carried out vulnerability assessments on all banks and payment system providers and directed the remediation of identified vulnerabilities on all ATM servers.

 

To mitigate the incidence of attacks in the financial system, the apex bank released cyber- security framework and guidelines for banks and payment service providers.

 

The framework stipulates, among other requirements, the establishment of Cyber-Threat Intelligence (CTI) programmes to proactively identify, assess and mitigate potential cyber-threats.

 

It also stipulates the appointment of a “Chief Information Security Officer” (CISO) to oversee and implement a bank’s cyber-security programme.

 

In line with good practice, CBN appointed a CISO to oversee its cyber-security programme, while urging banks to follow immediately.


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E-Financial

CBN Says Bank Customers Won’t Lose Deposits because of Recapitalisation

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Central Bank of Nigeria (CBN) has assured Nigerians that the ongoing banking sector recapitalisation exercise will not affect customer deposits, insisting that the financial system remains stable and fully secure.

CBN Says Bank Customers Won’t Lose Deposits because of Recapitalisation

The apex bank gave the reassurance amid growing public anxiety and misinformation ahead of the March 31, 2026, deadline set for banks to meet new capital requirements.

In a series of advisories issued via its official communication channels, the CBN emphasised that the deadline applies strictly to banks and not to customers, stressing that there is no cause for panic.

“The deadline is a timeline for banks, not customers,” the bank stated, adding that routine banking activities would continue without disruption.

Addressing widespread fears over the safety of deposits, the CBN said all customer funds remain protected, urging Nigerians not to engage in panic withdrawals or close their accounts.

“Your accounts and funds are unaffected. Banking products and services continue as normal,” the bank said, reiterating that recapitalisation is designed to strengthen, not weaken, financial institutions.

The regulator further dismissed claims circulating on social media suggesting that banks could freeze accounts as part of the exercise, describing such reports as false and misleading.

“No, this is false. Banks will not freeze customer accounts. Please ignore unverified social media rumours,” the CBN said.

The recapitalisation programme, according to the apex bank, is a routine regulatory measure aimed at increasing banks’ capital base to enhance resilience, improve risk absorption capacity, and position the sector to better support economic growth.

On concerns that recapitalisation could lead to higher banking charges or reduced access to services, the CBN maintained that there would be no adverse impact on customers.


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FG, States Seek $500m World Bank Facility for HOPE Governance Programme

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Federal government has announced that it is ramping up efforts with the 36 state governments to participate in the $500 million World Bank-assisted loan facility under the HOPE Governance Programme.

FG, States Seek $500m World Bank Facility for HOPE Governance Programme

This was disclosed in a statement on Thursday by Joe Mutah, spokesperson for the scheme.

Commenting on the program, Dr Deborah Odoh, permanent secretary of the Federal Ministry of Budget and Economic Planning, stated that the ministry is collaborating closely with the Federal Ministry of Finance to ensure that all 36 states of the Federation sign the Subsidiary Loan Agreement that would enable them to participate in and benefit from the World Bank-assisted HOPE Governance Program.

Odoh made these remarks in Abuja on Wednesday when she received the HOPE Governance Team from the World Bank on a courtesy visit to her office.

“We have been strategizing with the Federal Ministry of Finance with the involvement of our Honourable Minister Sen. Abubakar Atiku Bagudu. We will put in extra efforts to make it happen even faster given the time constraints. We have a timeline drawn up recently to achieve this,” she said.

The permanent secretary pledged to provide all the necessary institutional support to ensure that HOPE Governance delivers significant impact across the country.

“I’m glad we are having this meeting, which is long overdue, and certainly we are here all the time. We expect to see more tangible results and impact shortly,” she said.

Ikechukwu Nweje, leader, World Bank Task Team, HOPE Governance Programme, had earlier appealed to the permanent secretary to utilize all available channels within the Ministry to engage state governments and secure the signing of the Agreement, thereby enabling them to access funds under the Program upon verification of the Disbursement-Linked Results.

“However you can help us to fast track these processes, this will really be appreciated to get this program up and running in terms of disbursement,” he said.

He stressed that governance remains a key challenge to improved service delivery in the basic education and primary healthcare sectors, which is why the federal government, in collaboration with the World Bank, has initiated the HOPE Governance Program to address the issue.

“If the governance part fails, we will continue to have the same problems we are having on the sectoral side. That is why the ministers prioritized governance because they found out that governance is the issue in the two sectors that will help to unlock the ability to deliver results,” he stated.

Earlier, Dr. Assad Hassan, national coordinator of the HOPE Governance Programme, stated that the meeting was convened with the World Bank to apprise the Permanent Secretary of the milestones recorded and the challenges encountered in the implementation of the program so far.


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MoneyMaster Enhances App, Rewards Users with Data and Airtime Bonuses

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MoneyMaster Payment Service Bank has introduced a refreshed mobile banking experience designed to make purchasing airtime and data more convenient and straightforward for customers.

As part of the rollout, customers will enjoy added value on their transactions. Airtime purchases on the Glo network come with a 100 percent bonus, while data purchases attract a 10 percent bonus, giving users amazing rewards on each purchase.

With this revamp, the app is now much easier to use, especially for airtime purchases. From selecting accounts to choosing amounts, the process is more seamless, with clearer options and fewer steps. Data plans are now neatly organized into categories such as daily, weekly, and monthly, making it easier for users to find what they need without endless scrolling.

Beyond the improved layout, customers now have more flexibility in how they recharge. Lower airtime denominations have been introduced, giving users the freedom to choose amounts that better suit their needs, while navigation has been adjusted to be quicker and more intuitive.

Speaking on the update, the bank’s Head of Business, Tajudeen Omokhide, explained that the goal is to make payments as simple and seamless as possible. According to him, customers expect speed, clarity, and affordability, and these improvements are part of the bank’s ongoing effort to meet those expectations. He also encouraged both existing and new users to get the latest version of the app.

These updates are a testament to MoneyMaster’s broader mission of developing practical, relevant products for everyday life. Promoted by Globacom and licensed by the Central Bank of Nigeria, the bank offers mobile wallets, savings accounts, individual current accounts, and business banking services.

MoneyMaster continues to position itself as a flexible, customer-centric platform, enabling over 4,000 individual and business billers to manage payments, access financial services, and stay connected with ease.

 


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