Customers of Zenith Bank have taken to social media platforms, such as X, to voice their frustrations regarding ongoing issues with online banking transactions. Many report difficulties in making payments and accessing various financial features. This dissatisfaction heightened after the bank announced scheduled maintenance from September 29 to October 1, intended to improve its Information Technology Infrastructure. Despite prior notifications promising limited downtime during this period, customers have expressed irritation and confusion as the system’s downtime extended well into the operational day on October 1.
Zenith Bank’s management had alerted customers to the planned maintenance, stating it would take place nightly from 12:01 AM to 5:00 AM. However, when the maintenance extended into the daytime of October 1, and several services remained unavailable until approximately 2:30 PM, customers felt misled. This frustration was compounded by the timing of the maintenance, coinciding with the end of the month when many employees were expecting their salaries. The resulting inability to complete essential transactions left some customers in difficult situations, unable to make crucial purchases, and relying on borrowed funds.
Olaniyi Oludare, a frustrated customer, highlighted the negative impact on his daily routine and personal finances. He was unable to access his funds for food and transportation, ultimately depending on colleagues for assistance. His situation was echoed by others who criticized Zenith Bank’s customer service and planning, suggesting that it was poor strategy to conduct maintenance during peak usage times. These sentiments were reflected in various social media comments, where users branded Zenith Bank as one of the worst institutions for their poor management of essential services.
On the day of the extended maintenance, some customers noted that the timing was inopportune, especially for those facing emergencies that required immediate access to funds. One user tweeted about the ongoing inconvenience, stating that emergency needs were being neglected due to the bank’s failure to effectively manage its maintenance schedule. The response from Zenith Bank, which reiterated that measures were in place to minimize service interruptions, did little to quell the dissatisfaction expressed by its customers.
The social media response included critical hashtags and comments that underscored a lack of trust in the bank’s operations. Some customers, like Adeleye A. P. (tweet handle #deji4ever), described the maintenance period as a strategic failure, suggesting it was a deliberate attempt to limit customers from transferring money during the month-end crunch. Such accusations fueled a narrative of mismanagement, where the organization seemed more focused on retaining funds than facilitating customer access to their money.
In summary, the situation surrounding the maintenance of Zenith Bank’s banking services highlights significant customer discontent regarding the management of online banking transactions. The bank’s inability to properly inform and execute necessary maintenance activities created a ripple effect that impeded customers’ access to essential services. As online banking becomes increasingly vital for both personal and professional transactions, banks like Zenith Bank must ensure they maintain transparent communication and schedule maintenance in a manner that minimizes inconvenience, or risk losing customer trust and loyalty.
