Nigerian Bank Customers Cry Foul Over Excess Charges, Demand CBN Action as AI Sparks Hope for Reform
The Bank Customers Association of Nigeria (BCAN) has raised alarm over unauthorized and excessive charges levied on customers’ bank accounts, urging the Central Bank of Nigeria (CBN) to intervene urgently before public frustration boils over.
BCAN President, Dr. Uju Ogubunka, made this known on Thursday while speaking at the 2025 Artificial Intelligence Conference hosted by SuperNews. Themed “Power of AI: Enhancing Efficiency and Customer Satisfaction for Better Financial Services Experience,” the event spotlighted the role of emerging technologies in improving Nigeria’s banking landscape.
Ogubunka revealed that BCAN has formally petitioned the CBN concerning the controversial end-user billing model for Unstructured Supplementary Service Data (USSD), which deducts charges directly from customers’ bank balances—contrary, he said, to the CBN’s approved bank fee framework.
“On the issue of excess charges, we’ve written to the Central Bank to find a permanent solution. If they fail to act, bank customers may have no choice but to take to the streets. Let’s pray it doesn’t come to that,” he warned.
He also decried the current state of banking experiences in Nigeria, describing customer satisfaction as practically nonexistent. “If people were truly satisfied, we wouldn’t be seeing petitions piling up at the CBN, NDIC, mediation centers, and the courts. AI has not yet made the impact we expect in Nigeria’s banking sector,” Ogubunka noted.
Keynote speaker Johnson Chukwu emphasized how artificial intelligence is transforming global financial systems—and could do the same for Nigeria. “AI enables hyper-personalisation. One million customers, and each treated uniquely. It knows your face, your spending habits, and tailors services to your needs,” Chukwu said.
He pointed out that AI is already driving a surge in consumer credit accessibility, with instant microloans being approved based on data analytics from telecoms and banking apps. “The machines know your income and expenses. If you’re eligible, you can get a N50,000 loan in minutes,” he explained.
Chukwu also said AI could speed up complaint resolution by leveraging big data. “The system knows what to do with your complaint based on patterns and prior cases—it’s swift and effective,” he added.
He concluded by listing the “7 Cs” essential for implementing AI in finance: capacity, capability, collaboration, creativity, cognition, continuity, and control.
“AI will redefine human interaction in business. Companies that ignore it risk extinction,” Chukwu warned.
As the pressure mounts on financial institutions and regulators, both speakers agreed on one point—artificial intelligence could be the breakthrough tool for resolving long-standing issues in Nigeria’s banking sector, if properly harnessed.