REVEALED: How Nigerian banks are taking your money

Francis Agadaga still remembers events of that fateful evening. He could have been a widower by now. On September 12, 2014, he rushed to an Automated Teller Machine point in his neighbourhood at Igando, a Lagos suburb, to pick some cash with which to take his ailing wife, Sandra, to the hospital. It was a tough period for the family. The N7, 850 left in his bank account would go a long way in dousing the situation if he could get access to the fund. After inserting his card into one of the ATMs and requesting to withdraw N7, 000, what followed almost left the father of two in tears.

"“It was on a Sunday afternoon and we had just returned from church when my wife started feeling feverish,” he began. “Her temperature became so high that we needed to quickly rush her to a hospital. I didn’t have any money on me at the time and so I hurried to the nearest ATM point to withdraw the little money I had in the account.

“However, to my utmost shock, I got a debit alert but did not get any money from the machine. I was so confused and tensed because I had never experienced such before and the kind of situation on ground then was a matter of life and death,” he said.

After waiting for a while to see if the cash would pop out of the machine, Agadaga left the place heartbroken and more tensed than he ever was. It took the kindness of few neighbours and friends to raise the money needed to save his wife’s life at a private clinic she was rushed to for treatment.

“It was my neighbours and friends who helped to raise N8, 000 with which I took her to the hospital where she was given injections and drugs. The next day, I went to my bank to complain and bank officials promised to reverse the debit after I had filled a form.

“I went back there after about a week later to find out why the money had not been reversed as promised. I was told their system had some technical problems, which they were trying to fix. I decided to give them some more time for the problem to be rectified. But after going there several times and being told the same thing, I left everything to God.

“Since that period till now, my N7, 000 has not been refunded. If not for my neighbours and friends who helped with some cash that day, maybe my wife could have died from that sickness,” the disgruntled young father told Saturday PUNCH.

Like Agadaga, Ejiro Dumuje, is still waiting for her money to be reverted back to her account four months after she was wrongly debited by an ATM in Abeokuta, the Ogun State capital. Dumuje had visited the ancient city to purchase bales of Adire fabric to resell in Edo and Delta states where she shuttles frequently when she suddenly ran out of cash. She headed for the nearest ATM point to collect some money. After paying her initial request of N40, 000, the young lady decided to pick additional N5, 000 from the machine. That was where things went wrong. A debit alert was sent to her phone but the machine never paid that money. Four months on, Dumuje is still waiting after several complaints at her bank.

“I have been to my bank more than three times to complain and ask why my money has not been refunded,” she said. “The people at the customer care just try to calm me by assuring that the case was still under investigation and that a refund would be effected as soon as possible. This is the fourth month and I have not seen my money. I am tired of going to complain. If they like, they can pay and if not, I leave them to God,” the visibly enraged lady said.

Bayo Odesina was in his office in Lagos in December 2013 when he got a debit alert of N250, 000 on his phone. It was an alert for an online transaction carried out through his MasterCard in Flushing, New York, United States of America. Agitated by the development, Odesina phoned his account officer to complain about the development and followed it up by contacting his lawyers to write the bank.

The financial institution replied and asked for a three-month period to properly investigate th