Zenith Bank Plc has praised its customers for their patience during the system upgrading process. The bank stated that the IT infrastructure migration to a new and more robust operating system was aimed at ensuring better service delivery to customers.
Recall that some weeks ago, Zenith Bank embarked on a system migration which caused several service disruptions. During this period, customers experienced a series of inconveniences while trying to perform certain digital transactions.
In a statement released on Wednesday, Zenith Bank CEO, Dr. Adaora Umeoji, acknowledged the trust and effort customers placed in the bank within the period. She added that the patience exhibited by customers is appreciated and that the bank did not take it for granted.
“We are truly grateful for the trust and confidence you have placed in us. The primary reason for undertaking this extensive endeavour was to better position Zenith Bank PLC for improved service delivery to all our valued customers and to create memorable banking experiences at all our touchpoints,” Dr Umeoji said.
She pointed out that the bank now boasts of the best technology infrastructure in the banking industry. She added that with the system migration now completed, the bank is better positioned to provide an exceptional customer experience and superior service delivery moving forward.
“While I deeply regret the inconveniences and challenges you had to endure during and immediately after our migration, I am however pleased to inform you that Zenith Bank PLC now has the best technology infrastructure in the industry and is positioned to ensure you only experience superior service delivery going forward,” she said.
Umeoji pledged that Zenith Bank would continue to innovate, ensuring that customers’ needs are met swiftly, safely, and conveniently.
“Be assured that you are our main priority and Zenith Bank will continue to innovate value-adding products and services to attend to all your banking needs quickly, safely, and conveniently,” she added.
Zenith Bank Customer’s Experience
As acknowledged by Zenith Bank over the service disruptions experienced by their customers, many of them took to X (formerly Twitter) to express their complaints and displeasure.
Akinyemi Damilola expressed her dissatisfaction with yet-to-be-processed transactions.
“Pls, there are so many transactions that I am yet to receive the credit in my account and the transaction were successful, pls help.”
Another customer, Olanrewaju Akande said his failed transactions are still pending.
“Una too dey do ooo, three failed transactions since last week and you’ve not reversed my money back up till now. That’s so bad. I dey call customer service like I dey call my Mama and nothing has been done up till now, I swear this is so shameful.”
Also, Itohan Agbemwenhio raised an alarm over an uncredited transaction a week ago.
Another customer, Ayodele Samuel who attached a screenshot of the transaction expressed his displeasure with the system glitch affecting his bid to purchase electric power.
“I tried to recharge power and I was debited on the 3rd but no taken gotten and no reversal of the fundbank into my account till now.”
Ubong Browson likewise said his transaction of November 1st has not been processed to the beneficiary.
“Why will I send money to a Zenith Bank Account since the 1st of November, and up till now, the beneficiary has not been credited, even when the transaction was successful.”
Nigerian Banks and Service Upgrade
The trend is not limited only to customers of Zenith Bank as other commercial bank customers in Nigeria have also had a second half of 2024 to forget owing to disruptions. As banks embarked on system upgrades and transitioning processes, customers witnessed consistent service glitches.
According to sources, financial institutions embarked on system upgrades to improve operational efficiency and enhance customer experience. Commercial banks also embarked on core banking migration as they all race to strengthen their technology infrastructure.
Recall that both Guaranty Trust and Access Banks went on temporary shutdowns to enable their team to migrate their digital banking systems to new core banking applications. Sterling Bank made a similar announcement in September. First Bank also announced a transition in October, although the system upgrade process only affected its vendors.
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