Nigeria’s Access Bank is facing growing criticism from customer advocates after a dispute with a retail borrower escalated into allegations of poor loan administration and refusal to provide account documentation—raising fears that wider service failures could trigger a broader customer pullback.
Background to the dispute
Dr. Uju Ogunbunka, president of the Bank Customers’ Association of Nigeria, warned over the weekend that Access Bank could see a “mass exodus” of customers if it does not quickly resolve what he described as unacceptable handling of loan-related requests.
The concern centers on a case involving Lydia Okodogbe, who says she obtained a loan of N18.81 million in November 2022, with repayment structured over 36 months. Okodogbe claims the facility was later valued at N26.3 million under the repayment terms.
What the customer alleges
- Okodogbe says she repeatedly asked Access Bank for her bank statements starting in 2023, but the lender allegedly failed to provide them.
- She told the association that the refusal led her to suspect misconduct connected to the loan and related account activity.
- Okodogbe further alleged that at one point she saw a new loan entry of roughly N2.5 million that she did not apply for.
- She said the bank’s actions undermined her business operations, contributing to the loss of at least 400 jobs when her enterprise became unsustainable.
- Okodogbe urged the Central Bank of Nigeria—the country’s banking regulator—to intervene.
Customer association reaction
In response, Ogunbunka said Access Bank has no legitimate reason to deny a customer’s request for bank statements. He argued that providing account documentation is a straightforward customer right and that withholding it can only deepen suspicions.
He said the customer’s demand is neither unreasonable nor difficult to meet, adding that if the bank has “nothing to hide,” it should supply the statements. Ogunbunka also called on Access Bank to explain why it is not responding to the borrower’s request, warning that continued poor treatment could push customers away.
“The customer is not asking for anything that should be too difficult for the bank to provide,” Ogunbunka said, adding that statements of account fall within customers’ rights. He also warned that Access Bank may face a mass withdrawal of customers if the matter is not addressed promptly, stressing that “no bank customers should be treated badly on whatsoever account.”
Access Bank’s response
Access Bank, through its official Hassan Dawodu, has said it is taking steps to resolve technical problems affecting Okodogbe’s account while continuing investigations into the issues raised.
Separately, Access Bank spokesperson Olakunle Aderinokun did not provide an update when contacted for comment by the publication that first reported the matter, as of the time the report was filed.
