- Customers Petitions CBN Over Excess Charges.
- BCAN warns poor customer satisfaction persists despite AI adoption.
- AI experts urge banks to adapt or risk future irrelevance.
The Bank Customers Association of Nigeria (BCAN) has petitioned the Central Bank of Nigeria (CBN) over persistent and unauthorised deductions from customers’ accounts.
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EKO HOT BLOG reports that BCAN President, Uju Ogubunka, revealed this at the 2025 Artificial Intelligence Conference in Lagos, organised by SuperNews, with the theme ‘Power of AI: Enhancing Efficiency and Customer Satisfaction for Better Financial Services Experience’.
Ogubunka criticised the recent shift to the end-user billing model for USSD services, insisting it falls outside CBN-approved charges. He urged the apex bank to act swiftly or risk mass action from disgruntled customers.
“We’ve written the CBN to address excess charges permanently. If they don’t, customers may be forced to demand action publicly,” he warned.
He also lamented the poor level of customer satisfaction in Nigerian banks, citing numerous unresolved petitions at financial institutions, the CBN, NDIC, and courts. He argued that if AI had been effectively integrated, many of these challenges would already be addressed.
Keynote speaker, Johnson Chukwu, outlined how AI could transform the financial sector by personalising customer experiences, automating consumer loans, and enabling faster complaint resolutions. He emphasised that banks must build capacity and embrace AI or risk becoming obsolete.
“AI is shaping the future of service. Without it, financial institutions will fall behind,” Chukwu stated.
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