Zenith Bank, one of Nigeria’s largest financial institutions, has come under fire from customers on social media platforms due to ongoing network failures that have left many unable to complete transactions. The frustration spilled onto Twitter, Instagram, and Facebook, where customers have been venting their anger and sharing stories of how the bank’s unreliable network has disrupted their day-to-day activities.

For weeks, customers have complained about delays in processing payments, failed transactions, and inaccessibility to the bank’s mobile and online platforms. Many have expressed concern over the fact that these issues have not been adequately addressed by the bank, leading to widespread dissatisfaction.

One X user, Najib@Rilwannajib, posted, “Zenith bank has been down for more than 24 hrs. That means if you had any emergency or need for your money the card will fail & you won’t access your bank app. Remove every penny you have with them once the network is back. Don’t let them embarrass you.

Another user, Chika Agina@chikaagina01, posted, “This should be the height of disregard for your customer! While will @ZenithBank choose today, in other to make life miserable for its customer’s? It’s been over 8 hours they promised to restore their service and it’s still not working”.

In the same vein, Real Fidel Okeke with X handle, @RealFidelOkeke Replying to @ZenithBank excuse on the platform that the bank’s system is under maintenance posted, “Are you sure the Zenith Bank App has not been compromised? If not, how can you explain that at 4pm, internet services has not been restored? This is poor service. If 5 million Nigerians move from Zenith to other banks, they’ll probably learn to relearn.”

In fact, the bank’s social media pages have been flooded with complaints, with many customers expressing frustration at the lack of communication or resolution. A Facebook user wrote, “I’ve been trying to use my Zenith app for days without success. If you can’t fix the network, at least inform us. We deserve better.”

The network failure has not only caused personal inconveniences but has also affected businesses that rely on the bank’s services for daily transactions. Small business owners, in particular, have voiced their concerns. One such business owner, who sells groceries at Ogba, in Lagos, lamented, “My business has been affected badly. Most of my customers pay via transfer, and since Zenith Bank’s network keeps failing, I’ve lost customers and money. It’s unacceptable.”

Several other small and medium-sized enterprises (SMEs) have echoed similar frustrations, explaining that they are losing business opportunities because their Zenith Bank POS devices and mobile applications are not functioning as expected.

In fact, it is not a misnomer to opine that observations from unarguably frustrated customers at various Zenith Bank’s ATM Galleries and POS Operators show that the bank’s reassurances have done little to pacify the aggrieved customers. Many feel that the bank is not taking the situation seriously enough and that their promises of swift resolution have been unfulfilled.

In the digital age, where financial institutions rely heavily on technology to serve their customers, network reliability is crucial. This latest incident has highlighted the importance of consistent and dependable banking services, especially in an economy where digital transactions are becoming the norm. Customers have called for greater accountability from Zenith Bank and for the Central Bank of Nigeria (CBN) to intervene to ensure that customers are not continually subjected to such disruptions.

A customer who this writer parleyed with today, Wednesday, October 2, 2024, in his comment on the issue, said:  “Banks must understand that customer experience is key in today’s competitive financial industry. When there is a pattern of network failures like this, it can result in the loss of customer trust. Financial institutions should invest more in improving their infrastructure to prevent recurrent failures.”

As the complaints continue to pour in, Zenith Bank must take swift and transparent action to restore its services and regain the trust of its customers. In today’s interconnected world, a seamless banking experience is no longer a luxury. It is an expectation. Failure to address these issues could lead to customers seeking more reliable alternatives, especially as competitors offer similar services with fewer disruptions.

For now, many customers are left in the lurch, hoping that Zenith Bank resolves the issue before more damage is done to its reputation and customer base.

Moreover, Zenith Bank should find a lasting solution to its persistent network issues in order to retain its existing customers. Consistently unreliable services can drive away loyal customers, and the bank risks losing its standing in a competitive market if these problems persist. To avoid further reputational damage, Zenith Bank must prioritize investments in technology infrastructure and customer support, ensuring they deliver the reliable banking services their customers deserve.