Opinion
Agony Of Bank Customers
In an attempt to establish quality service delivery in Nigerian banks, a former Central Bank Governor, Professor Charles Chukwuma Soludo, launched a most far-reaching and comprehensive recapitalisation and consolidation of the banking sector.
Twenty-five banks emerged after the consolidation. Two positive effects of the restructuring are the banking industry enjoyed a lot more confidence from both local and the international community and it experienced exponential growth in Africa.
Prior to the recapitalisation in 2005, Nigeria had 89 banks which when aggregated were no match for a bank in South Africa. But after the transformation, some of the banks became stronger and were found among the top 100 in Africa and the top 1000 globally.
The successful change in the banking sector more than cheered up Nigerians; it was succulent to their ears. Unfortunately, the reformers exonerated quite a number of non-performing aspects of the banks. This has made business transactions with banks a nightmare scenario.
Banking halls are increasingly congested, a development that often relinquishes customers to besotted looks, while long queues exist every single day. As a result, the bank arenas are stuffy, untidy, and choky as the air conditioners are generally ineffective.
Queues are exceedingly lengthy in a manner that incapacitates queue markers in the halls. Contour-like lines extending beyond the banking halls to the outside are observable, thus creating unprecedented frustration for customers and exposing them to risk.
Indeed, time-wasting in our banks has assumed a professed and accepted norm such that many persons lose their jobs or come close to that as such employees are mostly accused by their employers of using the long wait in line as a pretext to engage in their private concerns.
Transfers are as slow as a stopping train; customers still encounter serious complications with system time-out, and withdrawals (either through ATMs or across the counter) are a phantasm. Undue delays associated with credit processing and account opening cause hapless customers to be up in arms over the ugly situation.
A simple cash deposit takes more than an age to transact. As if that is not harrowing enough, some of them exhibit the unprofessional conduct of cutting short their banking hours usually on the last day of the month to run end of month processing.
Then most banks are understaffed. Consequently, the few workers on hand get saddled with jobs meant for persons almost thrice their number. This is remarkably obvious when staff are suddenly redeployed to duty lines other than their regular services to clientèle.
Service delivery at Automated Teller Machines (ATMs) is yet another horrible ordeal which can only be compared with the unsalutary experience of one who lies under the weight of an incubus. There are strings of queues making it hard for withdrawals to be effected. While some ATMs display an out-of-service message on their monitors, others are unable to dispense cash because of poor network services.
Surprisingly, in the midst of the gross inefficiency, banks keep declaring mind-boggling figures as profits and deposits at the expense of their customers. One expects that beyond the pronouncements of prodigious and attractive figures, what the banks should have as a competitive edge over their competitors to guarantee market dominance is how efficient their service delivery is and how customer-friendly they are.
As it is, the misdemeanour of bank workers strikes hapless customers as unbecoming and unlovable. It is an attempt to discredit the familiar aphorism that “the customer is king”. It seems in this case that the customers are irrelevant while the bank officials act like a king. Then the gains derivable from the laudable reformation and consolidation of the sector have been rubbished.
Given all the constraints, can it be said that Nigerian banks have sustained the goals of Soludo’s reform initiative? Can it be said that the capacity of banks in the country to develop the economy has been enlarged? Has the distress syndrome been eliminated or reduced?
Although the banks may have achieved a good few of the objectives of the reforms as they possibly can, effective service delivery and good customer relations which should be the nitty-gritty of any transformation in that sector have remained unattained. It is an indication that Nigerian banks, despite their deceitful advertisements and perception management, only pay lip service to “best practices” in 21st-century banking.
Arnold Alalibo
Opinion
Wike VS Soldier’s Altercation: Matters Arising
The events that unfolded in Abuja on Tuesday November 11, 2025 between the Minister of the Federal Capital Territory, Chief Nyesom Wike and a detachment of soldiers guarding a disputed property, led by Adams Yerima, a commissioned Naval Officer, may go down as one of the defining images of Nigeria’s democratic contradictions. It was not merely a quarrel over land. It was a confrontation between civil authority and the military legacy that still hovers over our national life.
Nyesom Wike, fiery and fearless as always, was seen on video exchanging words with a uniformed officer who refused to grant him passage to inspect a parcel of land alleged to have been illegally acquired. The minister’s voice rose, his temper flared, and the soldier, too, stood his ground, insisting on his own authority. Around them, aides, security men, and bystanders watched, stunned, as two embodiments of the Nigerian state clashed in the open.
The images spread fast, igniting debates across drawing rooms, beer parlours, and social media platforms. Some hailed Wike for standing up to military arrogance; others scolded him for perceived disrespect to the armed forces. Yet beneath the noise lies a deeper question about what sort of society we are building and whether power in Nigeria truly understands the limits of its own reach.
It is tragic that, more than two decades into civil rule, the relationship between the civilian arm of government and the military remains fragile and poorly understood. The presence of soldiers in a land dispute between private individuals and the city administration is, by all civic standards, an aberration. It recalls a dark era when might was right, and uniforms conferred immunity against accountability.
Wike’s anger, even if fiery, was rooted in a legitimate concern: that no individual, however connected or retired, should deploy the military to protect personal interests. That sentiment echoes the fundamental democratic creed that the law is supreme, not personalities. If his passion overshot decorum, it was perhaps a reflection of a nation weary of impunity.
On the other hand, the soldier in question is a symbol of another truth: that discipline, respect for order, and duty to hierarchy are ingrained in our armed forces. He may have been caught between conflicting instructions one from his superiors, another from a civilian minister exercising his lawful authority. The confusion points not to personal failure but to institutional dysfunction.
It is, therefore, simplistic to turn the incident into a morality play of good versus evil.
*********”**** What happened was an institutional embarrassment. Both men represented facets of the same failing system a polity still learning how to reconcile authority with civility, law with loyalty, and service with restraint.
In fairness, Wike has shown himself as a man of uncommon courage. Whether in Rivers State or at the FCTA, he does not shy away from confrontation. Yet courage without composure often feeds misunderstanding. A public officer must always be the cooler head, even when provoked, because the power of example outweighs the satisfaction of winning an argument.
Conversely, soldiers, too, must be reminded that their uniforms do not place them above civilian oversight. The military exists to defend the nation, not to enforce property claims or intimidate lawful authorities. Their participation in purely civil matters corrodes the image of the institution and erodes public trust.
One cannot overlook the irony: in a country where kidnappers roam highways and bandits sack villages, armed men are posted to guard contested land in the capital. It reflects misplaced priorities and distorted values. The Nigerian soldier, trained to defend sovereignty, should not be drawn into private or bureaucratic tussles.
Sycophancy remains the greatest ailment of our political culture. Many of those who now cheer one side or the other do so not out of conviction but out of convenience. Tomorrow they will switch allegiance. True patriotism lies not in defending personalities but in defending principles. A people enslaved by flattery cannot nurture a culture of justice.
The Nigerian elite must learn to submit to the same laws that govern the poor. When big men fence off public land and use connections to shield their interests, they mock the very constitution they swore to uphold. The FCT, as the mirror of national order, must not become a jungle where only the powerful can build.
The lesson for Wike himself is also clear: power is best exercised with calmness. The weight of his office demands more than bravery; it demands statesmanship. To lead is not merely to command, but to persuade — even those who resist your authority.
Equally, the lesson for the armed forces is that professionalism shines brightest in restraint. Obedience to illegal orders is not loyalty; it is complicity. The soldier who stands on the side of justice protects both his honour and the dignity of his uniform.
The Presidency, too, must see this episode as a wake-up call to clarify institutional boundaries. If soldiers can be drawn into civil enforcement without authorization, then our democracy remains at risk of subtle militarization. The constitution must speak louder than confusion.
The Nigerian public deserves better than spectacles of ego. We crave leaders who rise above emotion and officers who respect civilian supremacy. Our children must not inherit a nation where authority means shouting matches and intimidation in public glare.
Every democracy matures through such tests. What matters is whether we learn the right lessons. The British once had generals who defied parliament; the Americans once fought over states’ rights; Nigeria, too, must pass through her own growing pains but with humility, not hubris.
If the confrontation has stirred discomfort, then perhaps it has done the nation some good. It forces a conversation long overdue: Who truly owns the state — the citizen or the powerful? Can we build a Nigeria where institutions, not individuals, define our destiny?
As the dust settles, both the FCTA and the military hierarchy must conduct impartial investigations. The truth must be established — not to shame anyone, but to restore order. Where laws were broken, consequences must follow. Where misunderstandings occurred, apologies must be offered.
Let the rule of law triumph over the rule of impulse. Let civility triumph over confrontation. Let governance return to the path of dialogue and procedure.
Nigeria cannot continue to oscillate between civilian bravado and military arrogance. Both impulses spring from the same insecurity — the fear of losing control. True leadership lies in the ability to trust institutions to do their work without coercion.
Those who witnessed the clash saw a drama of two gladiators. One in starched khaki, one in well-cut suit. Both proud, both unyielding. But a nation cannot be built on stubbornness; it must be built on understanding. Power, when it meets power, should produce order, not chaos.
We must resist the temptation to glorify temper. Governance is not warfare; it is stewardship. The citizen watches, the world observes, and history records. How we handle moments like this will define our collective maturity.
The confrontation may have ended without violence, but it left deep questions in the national conscience. When men of authority quarrel in the open, institutions tremble. The people, once again, become spectators in a theatre of misplaced pride.
It is time for all who hold office — civilian or military — to remember that they serve under the same flag. That flag is neither khaki nor political colour; it is green-white-green, and it demands humility.
No victor, no vanquish only a lesson for a nation still learning to govern itself with dignity.
By; King Onunwor
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