2 May 2013

Nigeria: Social Media Platform to Solve Bank Customers Challenges

The myriad of banking challenges faced daily by customers in the banking sector despite the full-scale reforms initiated by the Central Bank of Nigeria (CBN) would be reduced following the launch of a social media platform, @MyBankPalava.

In the banking sector, most bank customers, who are still unhappy with services rendered in banks can now have their complaints speedily resolved courtesy of the social media platform, which helps customers to air their grievances and proffer solution to them.

The portal was created by JustJobs.

The Managing Director of the company, Mr. Deji Bankole said: "Aside the long queues still experienced in some banking halls, delay in lodging cash, dispensing error and network failures by some ATMs and hidden charges, bank customers always experience other transaction issues, which the banks could resolve without the third interference."

According to him, this shows that some of the banks are not "fulfilling their promises of delivering quality or world-class banking services to the bank customers."

Bankole stated that some bank customers have had to even close their bank accounts when they could not condone the shoddy and discourteous services rendered by some of the banks.

"Even account closure also elicited several challenges, as a customer is compelled to provide reasons for the closure," he said.

Bankole explained that the open platform was created to "offer users of bank services opportunity to air their grievances with the aim of seeking quick resolution" by tweeting.

"Tweeter is an online social networking and micro-blogging services that enables users to send their personnel information of up to 140 characters. In less than two months of hosting, @MyBankPalava has recorded a landmark achievement by helping several bank customers who were experiencing different challenges of dispensing errors and delay in issuance of ATM card," he said.

Explaining how it works, he said bank customers can simply tweet @MyBankPalava and the portal will escalate their tweets to the bank and the banks responded via Twitter. "Error and challenges would usually be resolved within 48 hours minimum and seven working days maximum."

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