Zenith Bank has recently found itself at the center of customer frustration as clients voiced their grievances regarding hindered online banking transactions on social media platforms. On October 1, 2024, clients reported significant difficulties in executing payments and utilizing various banking functions, particularly after the bank issued a notification on the preceding Saturday. According to the communication, the bank announced essential routine maintenance that would take place from September 29 until October 1. Customers had anticipated improvements in service after the maintenance, yet many expressed their dissatisfaction when they were unable to access banking features during critical hours.
In its initial statement, Zenith Bank communicated its intention to conduct routine maintenance on its Information Technology Infrastructure, promising enhancements to the quality of service offered to customers. The bank made it clear that the maintenance would occur nightly, specifically from 12:01 AM to 5:00 AM. However, things took a turn when users experienced disruptions starting on Tuesday, despite the previously stated schedule. Disappointment spread among clients as many relied on the bank’s services for transactions, particularly as the maintenance commencement was not observed until the active business hours of Tuesday.
Customer Olaniyi Oludare articulated his frustrations poignantly. Having anticipated a seamless experience, he found himself unable to withdraw necessary funds for essentials like food and transportation, leading him to borrow from colleagues to manage his day. This discomfort and inconvenience, amplified by the unexpected lack of access to funds, resonated with many clients who sought a swift resolution to their pressing financial needs. Observing the maintenance schedule’s failure to align with user expectations, Oludare emphasized the bank’s message felt misleading, which aggravated customers’ dissatisfaction.
Another voice in the chorus of complaints was Adeleye A. P., who criticized the timing of the scheduled maintenance given its coincidence with the end of the month, a period when many employees receive their salaries. He raised critical concerns over the impact accrued by denying customers access to funds during a period when cash flow is particularly vital. His post, echoing a sentiment shared widely among Zenith customers, suggested that the bank’s decision to conduct maintenance during business hours reflected poor timing that seemed to prioritize the bank’s operational needs over its customers.
Amid growing frustration, Zenith Bank released a follow-up communication reiterating the importance of the maintenance being conducted. They again outlined that the mobile banking app, USSD service, internet banking, and corporate platforms would remain inaccessible from 12:01 AM to 2:30 PM. Their messaging attempted to reassure customers of measures in place to minimize service interruptions during this period. Yet this did little to quell the outcry from clients, who emphasized that maintenance during daylight hours when banking activities peak is not feasible for a banking institution that should prioritize customer accessibility.
Customer reactions on X echoed the collective sentiment of discontent as users continuously pointed out the adverse effects of the bank’s operational decisions. Many stressed the importance of taking customer emergencies into consideration when scheduling maintenance, advocating for off-peak hours to minimize disruptions. As these grievances accumulated, it became clear that the bank’s prior assurances failed to meet customer expectations and left a significant number of clients seeking immediate and effective solutions to their pressing banking needs amidst the chaos of service disruption.
