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Zenith Bank Costumers Frustration During Network Failure

LAGOS: For Zenith Bank customers, a network failure can feel like being cast adrift in a sea of uncertainty. Within just a few days, what begins as mild inconvenience often transforms into frustration, anxiety, and, ultimately, a test of patience.

When the network is down, essential transactions—from daily purchases to business transfers—face delay after delay, leaving customers in limbo. ATMs display dreaded “Network Error” messages, mobile apps fail to load, and online banking services become inaccessible.

As a result, customers find themselves unable to make payments, transfer funds, or even check their balances, amplifying stress levels during critical moments.

Beyond financial constraints, the lack of communication from the bank compounds the frustration. Many customers struggle to reach customer support due to high call volumes, with response times stretching beyond the usual limits.

Social media platforms flood with complaints, yet updates from the bank are minimal, leaving customers with more questions than answers.

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The ordeal becomes a powerful reminder of how deeply financial institutions impact daily life, especially when technology falters. These few days of network disruption are a stark call for more resilient systems, transparent communication, and rapid solutions—so customers can bank with the confidence they deserve.

Zenith Bank Plc has been named the “Most Sustainable Bank in Nigeria” in the International Banker 2024 Banking Awards, retaining the title for the second consecutive year.

This recognition reaffirms Zenith Bank’s position as a trailblazer in sustainable banking practices, setting a benchmark for excellence within the Nigerian banking industry and beyond. The Bank has been a leader in monitoring and reporting sustainability impact.

Since becoming the first Bank in Africa to publish a stand-alone sustainability report in accordance with the GRI Standards: Core Option in 2016, Zenith Bank has consistently published assured stand-alone sustainability reports.

The Bank is one of the few institutions in Nigeria that tracks its carbon emissions using a certified tool built on the internationally recognised Greenhouse Gas (GHG) Protocol.

Zenith Bank’s inability to resolve its network issues within four days could stem from several key factors. First, the problem may have originated from a severe technical malfunction or hardware failure affecting central servers, which require extensive diagnostics and repairs.

In addition, the complexity of digital banking infrastructure—spanning multiple applications, databases, and security layers can prolong troubleshooting efforts, particularly if multiple systems are interdependent.

Another factor could be cybersecurity threats; if a cyber attack caused the outage, the bank might prioritize containment and data protection over immediate access restoration, adding time to the resolution.

Furthermore, potential limitations in skilled personnel or third-party vendor support during critical hours could slow the response.

Lastly, communication challenges and regulatory constraints can also hinder quick fixes. Banking is heavily regulated, and certain protocols may need to be followed before systems are brought back online, all of which can extend the duration of network downtime.

 

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