Access Bank recently embarked on a system upgrade to enhance its digital services, but the process has been marred by disruptions and customer dissatisfaction.
The bank announced the upgrade on February 22, 2025, stating that it would temporarily affect services on ATMs, USSD, and other digital platforms.
System upgrade details and disruptions
The system upgrade was scheduled for Saturday, February 22, and Sunday, February 23, 2025. During these periods, customers experienced difficulties conducting transactions due to the temporary unavailability of services through Access Bank’s digital channels.
The bank assured customers that the upgrade was necessary to provide a smoother and more efficient banking experience, but many have reported ongoing issues with the Access Bank app and other services.
In a statement, Access Bank expressed its commitment to improving service delivery, stating, “As we enhance our banking system to bring you a smoother and more efficient experience, some services may be temporarily affected. We are sorry for the inconvenience and truly appreciate your patience and trust”.
Despite these assurances, customers continue to face challenges, with some reporting that the app is not working correctly even after the upgrade was supposed to be completed.
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Customer reactions and ongoing issues
Customers have expressed frustration over the prolonged disruptions affecting essential banking services. The bank’s decision to upgrade in phases was intended to minimise disruptions, but it seems to have fallen short of expectations.
As one source noted, “The disruptions caused by the system upgrades have left many customers unable to access essential banking services, raising concerns about the reliability of digital banking platforms”.
Access Bank’s efforts to improve its services have been hindered by the complexity of migrating large amounts of sensitive customer data, a challenge faced by several Nigerian banks recently.
Despite the bank’s commitment to keeping customers informed, many are still experiencing difficulties with their accounts and digital services.