Zenith Bank, Guaranty Trust Bank, United Bank for Africa and Access Bank Bank cumulatively recorded 477,405 unresolved customer complaints in 2021.
This is contained in the Central Bank of Nigeria CBN reports of 2021 just released.
A breakdown of how the banks individually wronged their customers shows that Zenith Bank had 166,314 complaints remained unresolved as of December 2021. This figure is almost double the amount recorded in 2021 (83,899); while GTB recorded 673.7m complaints attached to claims of N3.09bn.
While about 672.1m complaints were successfully addressed, unresolved complaints stood at 1,605 owing to carried-over cases.
In addition, the bank noted that the sum of N365.5m was refunded to customers during the year.
UBA disclosed in its annual report for 2021 that it received a total of 464,391 complaints in 2021, 461,162 were resolved, 3,370 remain pending while 38 escalated to the CBN for intervention.
The figures were arrived at after analysing the 2020 annual financial reports of the banks.
The reports also revealed that the number of unresolved complaints carried forward by the banks in 2021 grew by 172,399 from 305,791 recorded in December 2020.
