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Banks and customers leverage on social media for interaction

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BANK customers are increasingly embracing social media for interaction with their banks, even as some banks have continued to leverage on these platforms to promote their products and services.

A survey of the Facebook page of the top five banks revealed that GTbank had more likes leading with 4.65 million, followed by Zenith Bank with 1.9 million, Access Bank with 1.66 million. First Bank came fourth with 1.02 million, while UBA came a distant fifth with 2,933 likes.

The low followership commanded by UBA is however due to the dormant state of its Facebook page. While the other four banks have regular posts and responses from customers, there has been no post or any  customer inquiry      on UBA’s Facebook page    since September 6, 2016.

Complaints against poor services

Complaints dominate banks’ social media interactive

Further analysis reveals that while the banks tried to us their    Facebook pages    to create awareness about their products and services, most of the posts by customers were complaints against poor services. Examples of such complaints and responses from the banks    are below:

GTBANK

Happiness Chisom Ogbuaholu

I don’t usually get alert on any transfer made to my account….even if my account is credited or debited am not still alerted…is it because it is a student account or is there is a problem??

GTBank  response

Hello Happiness Chisom Ogbuaholu. We sincerely empathize with you on this. To receive transaction alert by SMS, please text GENS and your NUBAN ACCOUNT NUMBER e.g. GENS 0123456789 to 08076665555. This service attracts a fee N4/SMS. Thank you.

ZENITH BANK 

Sani Suraj Abdallah

My internet banking app isn’t working, always I want log in,    it says REGISTER FIRST what happened ?

Zenith Bank reponse

Dear Sani Suraj Abdallah, Kindly click on ‘register new device’ below the page and follow the prompt. Once done, the verification code (OTP) will be sent to your registered phone number.Please note that whenever you swap your SIM, port your line, format your phone, change phone and SIM, you will be asked to register device again. This is because, the app is designed to recognise any of the above actions as a new device. Thank you for choosing Zenith Bank.

ACCESS BANK

Temitope Banwo

It’s so terrible that this bank does not understand what it means to serve. The worst branch is the Gbagada branch where they don’t see reasons why a customer should be served appropriately.

My worst banking experience, especially when you issue a cheque and you know the account is funded and they refuse to honour the cheque with reasons like “I don’t know”. They don’t have issues with your deposits but they restrict you from withdrawing!!!!!!!!!!! Who does this?

Access Bank  response

Hi Temitope Banwo, we sincerely apologize for the inconvenience. Please provide via inbox a number to reach you on.

FIRST BANK  Vivian OG

I will not try this mobile banking again the transfer I did since 22nd of December uptill now no alert have fill form twice now going back on Monday to my bank I must get DAT money back it can just go like dat

First Bank response

Hello Vivian OG , sincere apologies for any inconvenience caused , kindly provide transaction details via private message to enable us investigate and assist appropriately . Thank you for your patience

UBA Ado Bin Adam Abdullah

Whenever I tried to link my UBA account with my BVN, this is what I am seeing (connection problem or invalid IMM CODE) So please what is the problem?

UBA response

No response

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