Access Bank Plc is facing growing scrutiny over its loan service operations, with concerns raised that the financial institution may risk losing customers over alleged poor handling of customer complaints and loan documentation.

This warning was issued by the President of the Bank Customers’ Association of Nigeria (BCAN), Dr. Uju Ogunbunka, in an interview with DAILY POST over the weekend.

Ogunbunka was reacting to an ongoing dispute between Access Bank and a customer, Mrs. Lydia Okodogbe, concerning an alleged loan facility valued at ₦18.81 million obtained in November 2022 and structured over a 36-month repayment period.

According to Okodogbe, the bank failed to provide her with a detailed statement of account despite repeated requests since 2023, a situation that raised suspicions of irregularities in the loan transaction.

She also alleged that an additional loan entry of about ₦2.5 million appeared on her account without her consent, further deepening concerns over the management of her facility.

Okodogbe claimed that the dispute had severely affected her business operations, stating that her enterprise, which once employed about 400 workers, had collapsed as a result of financial strain linked to the issue.

“My business suffered significantly. At our peak, we employed about 400 people, many of whom have now lost their jobs because operations became unsustainable,” she said.

She subsequently called on the Central Bank of Nigeria (CBN) to intervene in the matter.

Reacting to the development, Ogunbunka faulted the bank’s handling of the situation, insisting that customers are entitled to access their account statements without difficulty.

He warned that such incidents, if not properly addressed, could damage public trust in the banking institution.

“The customer is not asking for anything that should be too difficult for the bank to provide. The request for statements of account is within the right of the customer. The bank should avail the statements to her,” he said.

Ogunbunka further stated that refusal to provide account information without clear justification could erode customer confidence.

“Access Bank should explain to her why they are not giving her a reply; they may face a mass exodus of customers following their ill treatment,” he added.

He also stressed that no customer should be subjected to unfair treatment by any financial institution.

In response, Access Bank, through its official, Hassan Dawodu, said the bank had initiated steps to address technical issues affecting the customer’s account while investigations into outstanding concerns were ongoing.

However, the bank’s spokesperson, Olakunle Aderinokun, had yet to provide an update on the matter at the time of filing this report.