E-Financial
Okere’s Six Cardinal sins Affecting ATM Accessibility in Nigeria
“Bauchi Deputy Governor Can’t Access Cash at ATMs”, the headlines screamed on July 1 2015. Apparently, there was no money in any of the three ATMs that the Deputy Governor tried, just to access N20k, according to a statement by the Permanent Secretary, Rabi’u Bello.
This is indeed a sad commentary for banks in Nigeria, especially against the backdrop of the recent NOI polls on Bank Financial Channels in the country, which revealed that ATMs were the most visible proceed of the banking sector reforms to Nigerians.
According to the survey, of all the bank channels, customers used ATMs 68% of the time compared to just 6% for Internet Banking and 6% for Point Of Sale terminals (PoS) respectively, with most customers using the ATMs more than once a week. The ATM has assumed great importance as the barometer of a bank’s brand as far as customers are concerned.
It is therefore difficult to phantom why banks have not taken advantage of this ubiquitous channel to enhance their brand value and gain customer loyalty.
Given that my company is an active player in the industry as a Value Added Reseller of Wincor-Nixdorf ATMs, I feel obligated to disclose my interest; but it is this same vantage position that affords me the insight to comment on this passionate issue bedeviling Nigeria’s bank customers.
In my view, the unavailability of Banks’ ATM are predicated on six cardinal sins namely; Suboptimal Support Strategy, Low Spread, Low Penetration, Old Systems, Dirty and Mutilated Currency notes, and Techies running the show instead of business savvy personnel.
The major culprit of ATM unavailability is the suboptimal support strategy of most banks. They are suboptimal because they usually fall on the sword of ‘penny wise and pound foolish’. Consider the following scenarios; a situation where by merely installing appropriate monitoring tools provided by the manufacturers, ATMs can be remotely diagnosed and most times proactively, before a fault occurs. In this situation the fault can be trapped and fixed before it occurs, or in the case where a fault has occurred, the engineer appears at the site with the appropriate spare part, rather than make two trips, one to diagnose and the second to carry the right spare part to fix the problem. By saving on the investment on the monitoring tool, the bank is losing much more on the opportunity cost of unearned fees and more importantly, on brand impairment.
Most banks opt out of weekend support for ATMs in order to save support money. This is akin to cutting down on cleaning at the cinemas at the weekends.
This is just so counter intuitive. During the week, the ATM infrastructure benefits from the widespread support from the branches where they are located.
The bank’s custodians ensure that the surround environment such as power and networks links are available, and any cash jam or out of service issue is quickly resolved or escalated to the support company.
It is during the weekend when that support structure is unavailable that ATM attendance is most required. And it is precisely this critical period that banks chooses not to support their ATMs in order to save cost.
What ostensibly happens is that the ATMs breakdown as they are opt to do, being mostly mechanical devices, and there is no opportunity for any call-out to repair them.
The ATM faults are piled up and reported en-block to the support company first thing on Monday morning, but they become overwhelmed because this bucks the trend of faults forecast under normal circumstances for which they would have been prepared.
Being saddled with a ton of faulty ATMs simultaneously is not normal and inadvertently results in shortages of ATM Spares and long wait times.
To compound issues, the banks typically do not make it easy for the support partners to have spares on hand by, insisting on maintenance payment in arrears.
Maintenance payments in advance will greatly help sufficient spares procurement and readiness to attend to faults on time.
Another ‘catch 22’ situation in the support strategy relates to access of the ATMs for maintenance purposes during the weekend, in the few cases where banks have signed for weekend support.
There is the dilemma of having the two people who each have an access key for the ATM, to both be on site, as the keys are simultaneously required to open the ATM from a security perspective.
Many of the custodians live very far from the ATMs which keys have been entrusted to them, and so there is an inherent wait time for them to make the long journey to the ATM to open it for the support personnel to have access for repairs, or even for cash loading in the case of a cash out.
It may be expedient to zone ATM keys to custodians who live close to the particular ATMs, or make adequate alternate arrangements.
The second cardinal sin is the poor distribution of ATMs across the country, with most of them concentrated around the 5,000 odd bank branches.
Going by the statistics of the CBN that there are 12,000 ATMs in Nigeria, and following the trend of at least two ATMs per branch, leaves only 2,000 ATMs to be distributed across all the other locations requiring cash dispensing in Nigeria.
Typically, ATMs should be liberally placed around high footfall areas such as Malls, Markets, Petrol Stations, etc. The realities of distributing only 2,000 ATMs across all these areas are quite stark, not enough to go round. Barely enough to provide two ATMs each, for our 774 Local Government Areas.
And this leads to the third cardinal sin, low penetration of ATMs where they exist. The story was told around Christmas of 2013, where the only ATMs that seemed to be working on the whole Gbagada axis were the couple at the Charlie Boy Bus stop.
Of course the queue had built up to the extent that faint hearted customers rather opted to go without cash than risk the possible consequences of a stampede.
The problem could be solved by providing appropriate number of ATMs per location based on a study of the queues.
If the intention is to keep the customers from crowding the banking halls, it seems to me a circular argument bickering about the ATM and support costs, because this has to be compared against the cost of a bigger branch and more tellers, with their attendant salaries and benefits should the customers be compelled to go into a branch for lack of adequate ATM channels.
The ATM penetration in Nigeria is about 11.4 ATMs per 100k adult population. Comparatively, Indonesia’s penetration of about 37 ATMs per 100k adult population is over three times that of Nigeria. South Africa has 60 ATMs per 100k adult population, while the UK has 124 ATMs per 100k adult population
The fourth cardinal sin is over-flogging the ATM well past its ‘use by’ date. Many senior bank officials will typically have their official cars changed after every four years (the ATMs are much less than half of the costs of the status cars of the banks’ middle management staff), yet even where statistics show that the cost of repair of a consistently failing old ATM is unsustainable and will be cheaper to replace, there is a deep reluctance to do so.
This could perhaps be because the support partners aren’t given the opportunity of slab pricing, where they charge a higher support premium for very old systems. In the end, every shortcut gradually catches up with us. The system is just not able to perform the function for which it was procured, and the customers bear the brunch.
The fifth cardinal sin is loading the ATM cassettes with currency notes not fit for that purpose. While it is understandable that it is not possible to always have crisp notes in the ATM, every effort should be made to sort and aerate the notes going into the ATM to ensure that that they are fit for purpose, and do not cause cash jams, which throw the ATM out of service, notwithstanding the amount of cash in it.
It is common knowledge that bank staff and their friends do somehow find crisp notes for ‘spraying’ at social functions at the weekends. These are the kind of notes that should be loaded into the ATMs and not the unfit ones that will quickly fill the ‘reject bin’ and render the ATM out of service.
The sixth cardinal sin which is not limited to banks, is the common mistake of promoting techies out of their area of competence and comfort to business managers.
Techies should have their own growth tracks and should aspire to the highest specialist positions where they can continue to usefully contribute to the organization. Having said so, I have seen techies who have imbibed deep management skills and made the cross from the technical line to the business line.
These are indeed rare breeds, whose background in both technology and business help them to make better managers. But having pure techies run important businesses such as ensuring that the over 76 million Nigerian bank customers consistently have ATM availability, and the managerial intricacies that this will demand, is not fair to them, nor to the customers.
In todays’ cashless Nigeria, e-Banking is going to be the key to the success or failure of a bank, based on her ability to retain customers. The need for this critical Division to be appropriately manned cannot be overemphasized.
If we get these right, then the deputy Governor, and indeed every bank customer will have the true benefit of the use of their ATM cards.
Austin Okere is the Founder of CWG Plc and Entrepreneur in Residence at CBS, New York.
Central Bank of Nigeria (CBN), has ordered banks to refund a total N19.12 billion to customers for illegal deductions and poor complaint handling.
This is coming as bank customers lodged 23,129 complaints against financial institutions in 2025, representing 11 per cent increase over the previous year.
The apex bank also imposed N1.69 billion in penalties on financial institutions for regulatory breaches, poor complaint handling and failure to comply with its directives, according to its 2025 Annual Report.
The CBN attributed the increase in complaints to growing public confidence in its consumer protection framework rather than a deterioration in banking services.
The report stated: “The Bank received a total of 23,129 complaints from consumers of financial services in 2025, a rise of 10.53 per cent above the 20,925 in 2024. The trend reflected increased awareness and improved confidence in the Bank’s consumer complaint resolution process.”
The apex bank added: “A total of 18,824 complaints were resolved, indicating a 9.36 per cent increase over the 17,213 complaints resolved in 2024.”
On the value of disputed transactions, the CBN said: “Total claims in local currency increased to N40.61 billion from N17.13 billion in 2024. Foreign currency claims also rose, reaching $344.2 million compared with $1.06 million in the preceding year.”
According to the report, “Based on the resolved complaints, the sums of N19.12 billion and $329.3 million were refunded in 2025, compared with N9.66 billion and $0.67 million in 2024.”
The CBN said it strengthened enforcement against erring financial institutions during the year.
It stated: “During the review period, the Bank imposed 11 penalties on financial institutions totalling N1.26 billion for infractions ranging from regulatory breaches and failure to respond to regulatory queries.”
The report further disclosed: “In addition, the Bank imposed 21 penalties on financial institutions to the tune of N430 million for infractions ranging from delays in resolving customer complaints to failure to comply with the Bank’s directives.”
Access Bank Plc has dismissed rumours circulating on social media that it is shutting down, describing the reports as false and malicious.
The bank, in a statement issued on Thursday, assured customers, shareholders and other stakeholders that it remains financially sound, stable and fully operational, urging the public not to be misled by the viral message.
According to the bank, the fake report falsely portrayed itself as an official communication from Access Bank with the intention of creating panic and disrupting business activities.
“We wish to reassure our customers, partners, stakeholders and the general public that Access Bank is safe, financially strong and fully operational across all our subsidiaries. Our services continue to run seamlessly, and we remain committed to serving our customers with the highest standards of excellence,” the statement read.Business Formation
The bank emphasised that there was no truth whatsoever in the claim that it was preparing to cease operations, insisting that all its branches and digital banking platforms remained fully functional.
Access Bank said it had begun working with regulatory agencies and security authorities to trace those responsible for originating and circulating the false information.
It warned that anyone found culpable would face prosecution in line with the provisions of relevant Nigerian laws.
The lender specifically noted that the creation and dissemination of false information capable of causing panic or eroding public confidence in institutions is punishable under Section 24 of the Cybercrimes (Prohibition, Prevention, etc.) (Amendment) Act, 2024.
The bank urged customers to exercise caution when consuming information online and to verify any claim through its official communication platforms before taking action.
It also appealed to the public not to forward or circulate the fake message, stressing that doing so could further spread misinformation and create unnecessary anxiety.
Reaffirming its commitment to customers, Access Bank said it would continue to provide secure, reliable and uninterrupted banking services while maintaining the confidence reposed in it by millions of customers across Nigeria and its international operations.
E-Financial
$40Bn Net Reserves, Record Wealth, Relentless Poverty: Who Is Nigeria’s Economy Serving Today?
By Blaise Udunze
No doubt, it was a welcome announcement that Nigeria’s net foreign exchange (FX) reserves have surged by an astonishing 1,233 percent from about $3 billion to over $40 billion. This would ordinarily be the kind of economic milestone that inspires optimism, coupled with gross external reserves of about $52.52 billion, which are sufficient to finance roughly 11 months of imports of goods and services. Penultimate week, the Governor of the Central Bank of Nigeria (CBN), Olayemi Cardoso, has understandably presented the development at the end of the 306th meeting of the apex bank’s Monetary Policy Committee (MPC) as evidence that its reforms are working.
It is no surprise that around the same period, one would say that another important economic event occurred with the government sharing more money than ever before with the federal, state, and local governments, as the Federation Account Allocation Committee (FAAC) distributed a record N2.55 trillion, representing an increase of N250 billion over the N2.3 trillion shared in the preceding month.
Of course, the official figures are impressive numbers. Yes, anyone would conclude that the economy is becoming stronger, more stable and better positioned for growth. While this suggests stronger public finances, it also raises the question of whether these larger allocations are producing tangible improvements in the lives of ordinary Nigerians. More interesting is that another set of figures tells a completely different story.
According to the World Bank’s newly approved Country Partnership Framework for Nigeria, 61 per cent of Nigerians now live below the poverty line, while about 79 per cent are either poor or vulnerable to falling into poverty. More than 139 million Nigerians live below the poverty line. Over 86 million people lack access to electricity, while millions of young Nigerians enter the labour market every year with little prospect of decent employment.
The contradiction could not be starker. If reserves are rising, government revenues are increasing and governments at all levels are receiving record allocations, why are the lives of ordinary Nigerians becoming more difficult?
This is the question policymakers must answer not with statistics, but with tangible improvements in the lives of citizens. If government agencies engineering these figures must know, these are not merely economic statistics; they are the lived realities by which citizens judge any government.
Foreign exchange reserves are not an economic trophy. They are a means to an end. Strong reserves are expected to stabilise the currency, reassure investors, strengthen the country’s ability to withstand external shocks and create an enabling environment for investment, production and employment.
But reserves alone do not feed families nor would they reduce their housing rents. They do not lower transport fares. They do not reduce school fees. They do not make healthcare affordable. Nor do they automatically create jobs.
Ultimately, this is to say that the success of macroeconomic reforms must be measured not by the strength of the CBN’s balance sheet but by the wellbeing of the Nigerian people.
Historically, unlike our dear country, countries that consistently build substantial foreign exchange reserves do so on the back of strong economic fundamentals. The fact is that they maintain sustained trade surpluses, export diversified products, attract large volumes of long-term foreign direct investment (FDI), develop globally competitive manufacturing industries and continuously improve productivity.
Nigeria, unfortunately, still struggles on nearly all these fronts. The country’s export earnings remain overwhelmingly dependent on crude oil. Non-oil exports remain relatively insignificant. Value-added manufacturing exports are weak. Another area that raises concern is agriculture, which continues to export mostly raw commodities rather than higher-value processed products despite being known previously as the country’s mainstay. With all these so-called developments, Nigeria still imports refined petroleum products, machinery, pharmaceuticals, industrial inputs and even food that could be produced locally.
This naturally raises an uncomfortable but legitimate question that requires an answer. Yes, it would be necessary to ask: How exactly has Nigeria grown and accumulated over $40 billion in net foreign exchange reserves without the structural fundamentals that typically support such reserve growth?
The apex bank has continued to credit exchange-rate reforms, improved transparency, stronger investor confidence and increased diaspora remittances. Well, it would be said that these achievements deserve recognition.
However, they do not completely explain the scale or more importantly, the sustainability of the reserve accumulation.
Nigeria has not consistently recorded the large trade surpluses associated with countries that rapidly accumulate reserves. Oil production remains below historical capacity. Export diversification remains limited. Ease of doing business continues to be constrained by multiple taxation, infrastructure deficits, insecurity, policy uncertainty, logistics bottlenecks and unreliable electricity.
Without addressing these structural deficiencies, reserve accumulation risks becoming more financial than productive.
Equally important is the question of foreign direct investment. Governor Cardoso has argued that improved macroeconomic stability is attracting foreign investors. That may well be true. But confidence alone does not build factories.
The real question is how much fresh FDI has actually entered Nigeria’s productive sectors? How much has gone into manufacturing? How much into agro-processing? How much into export-oriented industries capable of generating sustainable foreign exchange earnings and creating jobs?
If reserve growth is being driven largely by short-term portfolio investments attracted by high interest rates rather than long-term productive investment, then Nigeria remains vulnerable. Portfolio investors can exit as quickly as they entered whenever global financial conditions change.
The unarguable fact is that foreign direct investment, by contrast, creates factories, expands production, develops supply chains and creates lasting employment. Nigeria desperately needs more of the latter.
The CBN also points to diaspora remittances as a growing source of reserve accumulation, projecting inflows of approximately $1 billion every month before the end of the year. Again, this is encouraging.
Again, the country will not be tired of asking questions because several of these questions deserve closer examination. How much of these remittances represent genuinely new inflows rather than funds previously routed through informal channels? Come to think of it, how much of these remittances finance productive investments instead of household consumption? Can diaspora remittances realistically become a permanent substitute for export competitiveness?
No economy has ever industrialised on remittances alone. A nation cannot sustainably depend on the sacrifices of its citizens abroad while failing to create opportunities for them at home.
Beyond the reserve figures lies another troubling contradiction. This is more disturbing because every month, FAAC distributes unprecedented sums to governments across Nigeria. Yet again, with daily regret, the average Nigerian struggles with deteriorating public services.
Honestly speaking, it has become so frustrating that the majority of the people who yearn for pleasant or attractive experiences are struggling as roads remain poor, public hospitals remain overstretched, schools continue to decline, electricity remains unreliable, water infrastructure remains inadequate, youth unemployment remains widespread. Worst still, think of the cases as the nation continues to grapple with rising inflation, worsening poverty, declining purchasing power, struggling businesses and persistent insecurity.
One major contradiction is that if revenues continue rising while poverty deepens, then one unavoidable question must be asked: Where is the money going? Another pertinent question: How can the citizens be surrounded by water and still suffer from thirst or soap lather in their eyes?
This has been the predominant worry in the minds of many even as the World Bank itself acknowledges this disconnect. While praising recent macroeconomic reforms for improving fiscal stability, strengthening foreign reserves and restoring investor confidence, it concludes emphatically that the gains have not translated into meaningful improvements in living standards.
Ironically, despite the claims of declining inflation, it continues to erode purchasing power. Social protection remains weak. Most Nigerians remain trapped in low-productivity informal employment.
One contradicting and astonishing step taken recently is nowhere more evident than in the Central Bank’s monetary policy. Consider this that, despite a marginal decline in headline inflation to 15.91 percent in June 2026, the Monetary Policy Committee retained the benchmark Monetary Policy Rate (MPR) at 26.5 percent, alongside a 45 percent Cash Reserve Ratio (CRR) for commercial banks.
The decision reflects understandable caution. The CBN remains concerned that escalating geopolitical tensions in the Middle East could increase global energy prices, worsen imported inflation and reverse recent gains in price stability.
From a monetary policy perspective, this caution is defensible. But from the standpoint of businesses and households, the consequences are profound. An interest rate of 26.5 per cent inevitably translates into prohibitively expensive bank lending.
The ripple and adverse effects have led to manufacturers struggling to finance expansion. Another tough aspect is seeing the small and medium-sized enterprises, the backbone of employment generation, find access to affordable credit increasingly difficult. Entrepreneurs postpone investments. Factories delay expansion. Potential employers reduce hiring. Economic growth slows.
Ironically, while it is understandable that high interest rates may help stabilise inflation and attract foreign portfolio inflows that support reserves, it should be made known that they simultaneously suppress domestic investment, production and job creation.
In other words, the same policies helping strengthen the country’s macroeconomic indicators may also be constraining the real economy. Even the celebrated decline in inflation deserves closer scrutiny.
The national inflation rate may have eased marginally to 15.91 per cent, but this national average masks severe hardship across much of the country, which continues to create perpetual pain.
How best can this be figured out if data from the National Bureau of Statistics show that 19 states and the Federal Capital Territory recorded inflation rates exceeding 30 per cent, with Niger State above 42 percent and Kogi State exceeding 41 per cent?
Food inflation continues to rise, driven by increases in the prices of tomatoes, pepper, beef, yams, garri and other staple foods.
Businesses themselves remain unconvinced. The Organised Private Sector has welcomed the marginal moderation in inflation but insists that prices remain painfully high for both consumers and businesses.
Leaders of small business associations argue that market realities tell a different story from headline statistics. For millions of Nigerians, inflation is not measured by percentages. It is measured by empty shopping baskets. By reduced meal portions. By businesses shutting their doors. By families withdrawing children from school. By postponed medical treatments.
From a theoretical standpoint, macroeconomic stability is undoubtedly necessary. Without it, sustainable development is impossible. But it would also be agreed that macroeconomic stability alone is not sufficient. It can be argued further that economic reforms must eventually improve household incomes, reduce poverty, expand productive employment and raise living standards.
Otherwise, they risk becoming reforms that look impressive in economic reports but remain invisible in everyday life.
The truth remains that with the current situation, Nigeria therefore stands at a critical pivotal moment and the decisions taken now will determine its future.
The current reserve position should not become a destination for celebration but a foundation for deeper structural transformation. The country must diversify exports beyond crude oil. Strengthen manufacturing. Promote value-added agricultural exports. Improve electricity supply. Reduce the cost of doing business. Expand logistics infrastructure. Attract long-term productive investment.
In addition, support local industries with affordable financing. Strengthen institutions. Improve governance and ensure greater accountability for public spending. Only then will rising reserves translate into rising prosperity. Only then will record FAAC allocations produce visible development. Only then will macroeconomic stability become household stability.
The ultimate measure of economic success is not the number of dollars held in the Central Bank’s vaults. It is whether parents can afford school fees and housing rent. Whether young graduates can find decent jobs. Whether businesses can borrow, produce and expand. Whether families can afford food without sacrificing nutrition. Whether citizens feel that economic growth includes them.
Until those questions receive positive answers, one uncomfortable question will continue to linger. Who Is Nigeria’s Economy Serving Today?
Blaise, a journalist and PR professional, writes from Lagos and can be reached via: [email protected]
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