The Nation Newspaper

Tag: customers

  • Sterling Bank reiterates commitment to customers

    Sterling Bank has reiterated its commitment to meeting the needs of its customers through quality product offering and services.

    He said the yearly Customer Service Week, which started this week,  provides the right platform for the lender to achieve this.

    The bank’s Group Head, Strategy & Communications, Shina Atilola, announced plans to celebrate the customers of the bank who have remained loyal to the brand over the years.

    He said the customer service week is a global event which celebrates and recognises the loyalty of every organisation’s customers as well as staff who render excellent service. The week is planned to boost staff morale and encourage team work, while rewarding customers.

    This theme for the celebration this year is “Every day Heroes”. This according to Atilola was chosen to further reinforce this assertion by celebrating both customers and staff in a unique way.

    In Nigeria, numerous companies and organisations participate by giving back to their customers every day of the week. This reminds customers of the organisations’ commitment to customer satisfaction.

    As part of the plans, the bank has introduced what it called the Sterling Heroes. Campaign aimed at appreciating the uniqueness of its customers and celebrating the stories. Similarly, a “Sterling Cares” Campaign in partnership with Genesis Deluxe Cinemas who provided members of the public free movie tickets was kicked off on Independence Day in Lagos, Port Harcourt and Enugu.

    “This Heroes campaign would entail Staff nominating customers who have inspiring stories and deserve to be celebrated. The top 10 customers as voted by staff would be celebrated every day of the Customer Service Week and awarded gifts. Other walk-in customers of the Bank will also enjoy special treats at the Bank’s branches during the Customer Service Week,” he said.

     

  • Diamond Bank rewards customers

    Diamond Bank rewards customers

    Ten undergraduates studying in various Nigerian tertiary institutions have been rewarded   by Diamond Bank with   N1.2 million for owning   and operating a customized savings accounts.

    The accounts, the bank said, exposes students  to the huge benefits that savings and financial prudence offers in competitive adult life.

    The winners emerged through an online electronic draw, which was conducted  among the thousands of students and youth corps members who opened and operate Student-With-A-Goal (SWAG) account with the Bank since the campaign for PocketMoney4AYear, kicked off.

    The draws were witnessed by journalists, students from various higher institutions in the country and selected Youth Corps members serving in Lagos State. Each of the winners will receive N1,000  PocketMoney4AYear and can draw the cash monthly at any Diamond Bank branch.

    The SWAG proposition is a customised bank account that fits into and enhances the lifestyle needs, culture of learning and freedom of the student and youth corps member with a goal for the future.

    Product Manager, Diamond S.W.A.G, Chinenye Nwosu, said the initiative is designed to ensure  that all   account holders have a   guaranteed  sum   deposited in their accounts every month, stressing that  PocketMoney4AYear  is   a   lifestyle based savings account   targeted at students of tertiary institutions and corps members under the Diamond S.W.A.G proposition.

  • BVN: Non-compliant customers face sanction

    depositors who fail to meet the October 31 deadline for Bank Verification Number (BVN) registration will be barred from enjoying banking services until they comply, The Nation has learnt.

    No fewer than 20 million customers have so far been registered, according to the Nigeria Inter Bank Settlement System Plc (NIBSS).

    In its quest to ensure the success of the exercise, NIBSS partnered with telecoms firms to create a platform through which bank customers can confirm their registration status.

    Already, NIBSS is partnering telecoms service provider, Etisalat, to roll out the BVN Query Service.

    The service, which was unveiled at the NIBSS headquarters recently, is designed to help the public get information on their BVN via their mobile phones.

    The initiative is coming on the heels of the extended deadline for the BVN registration which ends next month.

    The registration was a directive from the Central Bank of Nigeria (CBN) to all Deposit Money Banks (commercial banks) to register their customers biometrically in furtherance of the Know Your Customer (KYC) policy.

    NIBSS Managing Director,Ade Shonubi, said the initiative was in response to growing public demand for confirmation of BVN status by those, who have enrolled on the platform. He added that the BVN Query Service would boost such efforts like KYC for banks.

    Also, Chief Marketing Officer, Etisalat Nigeria, Francesco Angelone, said the partnership with NIBSS on USSD BVN Notification Service was in line with the telco’s commitment to continue to create value for the consumers across all sectors, including the banking and telecoms industries.

    “We are happy to be the first to offer this product among the operators because we believe that innovation is the way the telecoms industry must lead,” Angelone said.

    “The integration with the banking industry is a pillar for development. Etisalat subscribers can check their BVN registration status and number by dialing a dedicated code for an instant response at a cost of N10 per Query,” he said.

    The Query Service is based on instant request- instant response and aims at providing utility for those who have enrolled on the BVN platform of the CBN.

     

  • Electricity tariff: Customers in Plateau rejects increment

    Electricity consumers in Plateau have rejected the proposed increment in electricity tariff by the Jos Electrical Distribution Company (JEDC).

    The consumers made their position known on Tuesday, in Jos at an interactive forum organised by the company for stakeholders and consumers.

    The News Agency of Nigeria (NAN) reports that the company had proposed a jack-up in the tariff owing to the increase in price of gas and the present high exchange rate of Naira to Dollar.

    Mr. Peter Owoicho of Dadin-Kowa area of Jos, said that the proposed increment would do more harm than good.

    He urged the company to look inward and device means of addressing their challenges, rather than settling for tariff increment.

    ”Increasing the electricity tariff at this material time, will only add salt to an existing injury.

    ”I will rather advise that the company should improve in the provison of infrastructure, such as, quality poles and pre-paid metres.

    ”The point am trying to score is that, with the pre-paid metres, the billing will be low but it will facilitate quick turn-over as customers will pay their bills as at when due,” he said.

    Another customer, Peter Udoh of Kabon village, said the proposed increment would create more hardships on the poor and the lower class of the society.

    Udoh also said that with the modern metres installed in houses, consumers would be convinced that they were paying for what they consumed.

    Responding, the Executive Director, Marketing and Investment of the company, Mr Verr Jirbo, said the increment would enable the company to provide better service to its consumers.

    According to him, plans are plans to provide more quality poles, modern metres and high voltage trasnformers.

    ”We have concluded plans to bring in over 10, 000 pre-paid metres to augment the already existing ones.

    ”We are not proposing this increment on baseless grounds, rather we feel we can do better if we have more funds at our disposal.

    ”However, since most customers seem not to be at home with this proposed plan, we will go back, discuss with our regulators,” he said.

  • Bank customers get CBN’s six-year timeline to lodge complaints

    Bank customers get CBN’s six-year timeline to lodge complaints

    The Central Bank of Nigeria (CBN) has set a six-year time limit within which all transaction-based complaints against financial institutions can be lodged.

    A circular endorsed by its Director, Financial Policy and Regulation, Udofia Obot, addressed to all banks, discount houses and other financial institutions, explained that the new policy became exigent following recent challenges in ensuring timely resolution of complaints from consumers of financial services against banks.

    The circular stressed that the CBN’s consumer protection role had over the years been hampered by “non-availability of, or delays in receiving documentary evidences from both parties.” This, it stressed underscored the need to have a policy on “time bar” for complaints management in the financial services industry.

    “Consequently, the CBN having consulted the relevant stakeholders in the financial services industry, and in line with provisions of limitation legislation; Money Laundering (Prohibition) Act 2013; and CBN Anti-Money Laundering and Counter Financing of Terrorism Regulation for Banks and Other Financial Institutions in Nigeria, 2013, hereby adopts a time limit of six years, effective from the date of the transaction, within which complaints against financial institutions shall be lodged,” it added.

    However, the circular stated that the time limit would not apply to fraud cases; complaints already lodged with the financial institutions and CBN; and international electronic payment transactions which records are not retained beyond 180 days on the dispute resolution application (arbiter). The circular further explained that the latest circular supersedes the earlier circular dated February 16 ths year on the subject matter.

  • FCMB’s millionaire promo excites customers

    FCMB’s millionaire promo excites customers

    Customers have commended First City Monument Bank (FCMB) Limited for initiating and supporting activities designed to empower the society.  Winners of N5 million and N1million, respectively, at the grand finale of the Lagos & Southwest Regional draw of the FCMB Millionaire Promo held on August 19 across the country, Nkem Egwuonwu and Mrs. Philomena Ewohimen, commended the lender for its kind gesture.

    Speaking yesterday during the cheques presentation ceremony in Lagos, Egwuonwu described the bank as a true partner in progress. According to him, ‘’one of the hallmarks of any responsible corporate organisation is the ability to maximise the wealth of its customers. FCMB has continued to show over the years that it is committed to help customers grow’’, adding that, ‘’I am proud to identify with the bank’’.

    ‘’FCMB Millionaire Promo will go a long way to turn around the fortunes of many people. I therefore urge existing and incoming customers to fully participate in it,’’ he said.

    Mrs. Ewohimen, who won N1million, said: ‘’Today is one of the happiest moments in my life. FCMB has made me proud. This money will help me a lot to further develop myself.

    ‘’Since I opened an account with FCMB, I have not had any cause to regret and I believe that I will continue to grow with the Bank, because it has proved that it stands for the progress of the people.’’

    Deputy Director, Consumer Protection Council (CPC), Mr. Joshua Nggada, hailed the lender for conducting the promo and the draws ‘’with integrity and transparency’’.

    He said: ‘’FCMB followed due process from the beginning of the promo till the emergence of the various winners.

  • ‘455,000 Ikeja Electric customers lack meters’

    ‘455,000 Ikeja Electric customers lack meters’

    • IKEDC explains improved power supply

    No fewer than 455,000 customers, represent- ing 70 per cent of the 650,000 customers inherited by Ikeja Electric (IE) from the defunct Power Holding Company of Nigeria (PHCN), lack meters.

    TheManaging Director, Ikeja Electric, Mr Abiodun Ajifowobaje, who spoke during a courtesy visit to the Lagos office of The Nation, said when IE,  a member of Sahara Energy Group bought and took over the assets of PHCN in 2013, the company inherited 650,000 customers, 70 per cent of which had meters.

    He said: “We started with 650,000 customers. Forty per cent of the customers were using obsolete meters, while 60 per cent do not have meters. Holistically, about 70 per cent of the customers do not have meters when one uses this parameter to look at the metering issues in the company.”

    Ajifowobaje said the power firm has invested $160milion on production of meters, adding that the firm has carried out some activities which include determining the number of meters needed by its customers, knowing areas where there is a metering gap, those who have paid for meters over a period of time among others, adding that efforts are being put in place to give customers with zerorised account meters when meters are ready.

    “By zerorised accounts, I mean accounts that are free devoid of debts. That is only customers that show evidence that they are not owing,” he added.

    According to him, the need to meet the electricity needs of consumers made the company to come out with a concept called Energy Accountability.

    He said through the initiative, a symbiotic relationship between IE and its customers have been created with a view to ensuring that every percentage of the energy produced and distributed to customers is accounted for.

    Ajifowobaje said there are differences in prices and rate of consumption of electricity in the country, adding that the company has introduced an initiative known as Embedded Energy’ to meet the energy needs of the people.

    He said the company has also identified some areas and its working to get investors who can build plants in those areas for growth.

    He said the scheme ensures that consumers in such areas or localities that enjoy more hours of electricity pay more tariffs to the energy providers and investors were invited to produce certain quantum of electricity for growth.

    Ajifowobaje said the improvement in power supply in the country is a result of improved gas supply to the power generation companies (GENCOs), adding that there are two levels of gas supplies to consumers, one of which is sold to international consumers and the other half is sold locally.

    He said from the quantity sold to local consumers, a percentage is sold to the sector, under the gas-to-power arrangement.

    “What had happened before is that from the quantity that is supposed to serve the local market, there is a percentage that should go to power, usually called gas-to-power. But people have continued to intentionally divert the gas that should come to power to sell to the highest bidder. And when someone tries to expose or query why it should be so, the next you will hear is that the pipelines have been vandalised and that becomes an excuse for gas supply,” Ajifowobaje explained.

    Indeed, Ajifowobaje’s explanations may not be faulty given that most of the operators in the gas production and supply chain are private sector players who sell to the highest bidder, in spite of the standing law on the mandatory gas-to-power supply quota. The reasons for this action, it was gathered,is due to the desire to make higher profit and prompt payment by the private consumers. For instance, if selling gas to a private firm cost between $5 and $6 per scuff, selling the same commodity to government institutions like Egbin power plant may be reduced to $3 per scuff. Yet, in spite of this differential, payment for such is always delayed by government institutions, while the private firms buying same pay immediately.

    However, the IKEDC boss said notwithstanding this scenario, patriotism dictates that what is allocated to power should go to the sector. He explained that to serve every of its customers within Ikeja, about 1, 250 megawatts is required, whereas, he said, even with the improved power, it only gets 450-500mw, which he revealed is still an improvement from a previous 250mw it gets in the past.

    Today, Ajifowobaje said there are between 15, 000 and 16, 000 Mw, including power generated from the NIPPs, as available generation capacity. However, what DISCOs can give out is only 9,000 Mw. And even with the gas to power, the maximum received by DISCOs is 5, 000mw.

    He expressed disappointment, saying even if the country generates 40, 000mw, the only quantity that can get to the 11 DISCOs is just 4, 500 mw, because the transmissions cannot will more than that on a continuous basis, otherwise there will be a systems collapse.

    “The DISCOs inherited obsolete networks.  Any power produced in this country, IKEDC is supposed to take 15 per cent of it; time was we got even zero allocation; but now we are taking even more than 15 per cent. So, the more gas we get, the better and more electricity the people will enjoy,” Ajifowabaje added.

  • Ecobank, GTBank, Diamond Bank customers get e-payment reward

    Customers of Ecobank Nigeria, GTBank and Diamond Bank emerged the maiden winners in the ongoing Central Bank of Nigeria (CBN) Electronic Payment Incentive Scheme (EPIS).

    The winners who emerged during a raffle draw held in Lagos are Adeyinka Adejuwon, who banks with GTBank and won N100, 000; customer, Julie Chioma Ukwosah , an Ecobank customer won N50,000 cash prize while Jerry Boakye-Mensah who banks with Diamond Bank got a N15,000 cash prize.

    Head, Acquiring Cards and e-Banking Department, Ecobank Nigeria, Funso Oyelohunnu, commended the CBN reward initiative, stressing that it would further encourage the use of e-payment channels.

    She noted that the emergence of Ecobank customer as one of the winners of the draw attest to the efficiency of the Bank’s e-payment channels. “This is a great initiative. As a bank we are glad that one of our customers is one of the winners. This is a further proof that our various e-payment channels are efficient. This is an opportunity to urge both customers and non customers of the bank to make our e-payment channels their choice,” she said.

    Speaking during the redemption of prizes in Lagos for the first three winners, representative of the Banking Payment System Department of the CBN, Isah Abubakar, said the apex bank will keep giving the desired support for the EPIS project. He commended the transparent process used in selecting the winners, noting that the cash-less banking initiative is helping to promote financial inclusion and getting banking to the grassroots. “The CBN is behind the incentive scheme and will support any project that takes banking to the grassroots,” he said.

  • Customers, members or converts?

    A careful study of modern churches will reveal these categories of people. Most churches of today have either one of these people in majority and they will determine the health or otherwise of those churches.

    1. Customers

    These are people who only come to the church to collect blessing of healings, miracles, signs and wonders. They seek for prayers and ministrations for one afflictions or the other. They move from church to church every now and then. They want prophetic directions but are not interested in serving The Lord. They largely see God as Father -Christmas who is obligated to give to them and meet their needs, either they serve Him or not.

    Preachers also play along by only telling them what they want to hear and use their swagger to fleece rather than feed them. Such churches operate largely as Hospitals— where people come for solutions but don’t stay. Constant movement of people in and out of the church is very rampant. No stable members and back door loses is frequent.

    1. Members

    These are regular and nominal church members. They are both cultural and nominal Christians who have been in church for a long time, but are not in Christ. They are more faithful to the church and their leaders than to Christ. They believe more in what their leaders says than what the Bible says. Most times, they become stakeholders, power brokers and cliques in the church. Their lifestyle drives people away from the church because they are eyesore to others. You can be members of a church, yet you don’t really know The Lord. Ask Judas, Ananias and Saphira and Diotrephes in the Bible.

    1. Converts

    These are people who truly repent of their sins, have personal encounter with Christ and experience true inner transformation by the renewal of the Holy Spirit. They have moved from darkness to light and from serving sin, Satan to serving The Lord in truth and Spirit.

    They are growing to true disciples of The Lord and daily showing the fruits of salvation in every area of their lives. They are FREE from lies, bribery, fornication, adultery and corruptions of this life.

    Now, the big question is this, which one these three people are I the majority in our churches?

    A true healthy church demands for more converts than customers and members. And it will have to start with pastors and our pulpits. What is being regularly dish out from the pulpit is what will determine the kind of people that will fill our pews.

    Remember, if we don’t lead the people to God by preaching the undiluted gospel of Christ regularly, they will nonetheless lead us and our churches away from Christ.

    If we fail to give altar call for genuine repentance from sin and ungodly living, our churches shall be filled with customers and cultural Christians and will never become a Rapturable church.

    My newest book, DISCIPLESHIFT TODAY will HELP every sincere pastor raise more converts and disciples than customers and routine members.

    Akin-John is President of International Church Growth Ministries (08023000714;   akingrow@yahoo.com). www.churchgrowthafrica.org, allroundgrowth.com,

  • Anger as telcos bar customers from using mobile phones

    Anger as telcos bar customers from using mobile phones

    Many telephone subscribers were thrown into confusion yesterday as their telephone lines were barred from either making or receiving calls by their mobile network operators (MNOs).

    This is sequel to the expiration of the seven-day ultimatum handed down to the telcos by the regulator of the telecoms industry, the Nigeria Communications Commission (NCC) to deactivate subscriber identity modules (SIMs) registered irregularly by the operators.

    Its Director, Public Affairs, Tony Ojobo, in a statement had explained that the directive was the fallout of a meeting between Office of the National Security Adviser (NSA), Department of State Service (DSS), MNOs and the NCC. The meeting which took place at the NCC boardroom in Abuja, took into cognisance crimes committed against members of the public either by kidnappers, terrorists, robbers and threats to lives, through the use of unregistered SIM cards across all the networks

    A young lady who simply identified herself as Bola said she was shocked when someone called her on her alternate line and said her operator told her that her number had been barred from receiving calls. She complained bitterly because, according to her, she was not given earlier notification about the development and had been using the line for more than one year.

    “I was shocked to discover that I could neither make nor receive calls on my phone number. I feel my MNO was not polite enough on this matter because I am supposed to have been advised accordingly if they had discovered anything irregular in the biometric data I supplied during the process of registering my SIM card. Now I am confused because I don’t know what to do because when I visited the office of my service provider this morning, it was filled to capacity,” she said, adding that she was advised to do another registration with the agents along the road for which she paid N100 and have since not been reactivated.

    A young man who gave his name simply as Chukwudi who sells motor spare parts in Ladipo Market, Lagos said his wife travelled to the Aba yesterday and was monitoring her movement on phone till she got to Asaba, adding that her number was snapped out of the network.

    “In a country where there are no good roads and insecurity is all time high, especially armed robbery on the highway and kidnapping, the mobile phone has become the only tool through which one could get monitor one’s family members on transit. So, it is very disheartening that my wife was removed from the network abruptly without any notification. It is bad and demonstrated lack of respect for the customer,” he said.

    He was particularly bitter that if the MNOs wanted to sell their services, they will call their customers or send unsolicited text messages to harass them, adding that when it came to the issue of irregular SIM registration, they just went ahead to rudely cut them off the network.

    Bola and Chukwudi are but few examples of many customers that may have been cut off the network unnotified contrary to the directive of the NCC.

    Director, Corporate Communications and Corporate Social Responsibility (CSR), Airtel Nigeria, Emeka Oparah said the telco is complying with the directive of the NCC, insisting that it issued a press statement to that effect in the newspapers on Monday. He added that SIM registration has been on wondering why customers should wait this long.