Banking
When 8 million Customers Trust You, Safety Cannot Be an Afterthought
Nigeria’s relationship with digital banking has changed almost beyond recognition in a decade. Where cash once dominated every transaction, from the roadside market to the corporate boardroom, mobile apps, instant transfers, and USSD codes have reshaped how tens of millions of Nigerians interact with their money every single day. The figures speak for themselves: point-of-sale transactions surged to a record N18 trillion in 2024, a 69 per cent increase from the year before, and the number of POS terminals in operation more than doubled to 5.5 million. Mobile banking is now the most widely used digital financial service in the country, with four in five users having accessed it within any given 90-day window.
This is, by any honest measure, an extraordinary story of financial inclusion and technological adoption. But it is an incomplete story if told without its other half.
Behind the growth curves and transaction volumes, a quieter and more troubling story has been unfolding. According to the 2024 Nigeria Consumer Protection Survey published by Innovations for Poverty Action, nearly one in four digital financial services users reported experiencing unexpected fees, charges or fraud attempts in the past year. Of those who encountered a problem, only half sought any form of formal redress. That silence is not apathy. It is the sound of eroded confidence: customers who have concluded that raising a complaint is unlikely to produce results.
The fraud data from the Nigeria Inter-Bank Settlement System tells the same story from a different angle. Actual losses to digital payment fraud rose to N52.26 billion in 2024, a figure inflated significantly by a single N31.1 billion incident involving one institution but still representing a 196 per cent increase in fraud losses over five years, even as the number of individual cases declined. The decline in case counts is not reassuring enough. It suggests that while fraudsters are making fewer attempts, they are making each one count considerably more.
By channel, e-commerce and internet banking remain the most exposed, followed by point-of-sale, mobile and web platforms. The most common technique is social engineering, which requires no sophisticated technology at all. It requires only a convincing conversation and a customer who does not know what to guard against. Insider abuse, where bank staff are complicit in fraud, is identified by NIBSS as the single greatest structural threat to the sector. That is a sobering finding, and one that no institution should read past quickly.
What this data collectively points to is a gap that the industry must confront honestly. Nigeria’s digital banking infrastructure has expanded at speed. The consumer protection architecture that should travel alongside it has not always kept pace. Convenience and safety are not natural enemies, but they require deliberate and sustained design to coexist. Left to grow at different speeds, they create precisely the conditions that fraudsters, rogue actors and complacent institutions exploit.
The encouraging news is that the gap is closing. Nigeria exited the Financial Action Task Force’s grey list in 2025, a signal that the country’s financial system has materially strengthened its safeguards. The CBN’s 2024 rollout of risk-based cybersecurity frameworks for deposit money banks formalised the standard of care that institutions are required to demonstrate. Regulatory enforcement actions in 2024, including reported industry penalties totalling over N15 billion, have underscored that consumer protection is a compliance obligation with real and immediate consequences. The industry is being held to a higher standard, and that is the right direction.
Within institutions themselves, the most effective safeguards are often the ones customers never see. The strongest security infrastructure operates silently in the background: monitoring account behaviour in real time, identifying anomalies before they become losses and intervening before a suspicious transaction completes rather than after. This is not glamorous work, but it is the work that matters most. A customer who never has to report a fraud incident has been protected more effectively than one who was offered a sympathetic apology after the damage was done.
Union Bank’s experience illustrates what this balance looks like in practice. Across its digital channels, including UnionMobile, the USSD platform (*826#) and the Union360 business banking suite, the bank’s full-year 2025 customer experience data reflects consistently strong satisfaction and loyalty scores. These are not outcomes that emerge from convenience alone. They reflect what customers value above all else when they transact digitally: the confidence that the experience will be safe, seamless and complete. That quality of outcome does not happen by accident. It is the product of sustained investment in backend security infrastructure that operates largely out of sight, proactive monitoring systems that identify and intercept anomalies before they become losses, and an institutional culture that treats customer protection as a core organisational value rather than a compliance line item. It is a culture Union Bank articulates through its ICARE values, where the commitment to being customer and community-focused is not a policy position but a founding principle, reinforced consistently from the moment any member of staff joins the bank.
In March, as institutions across Nigeria marked World Consumer Rights Day, Union Bank reaffirmed to its staff the responsibility that every individual within the organisation carries to uphold the rights and dignity of the customers it serves. It is the kind of internal commitment that rarely makes headlines, but it ultimately determines the quality of every customer interaction that does.
Trust is the only currency in banking that cannot be manufactured on demand. It is built over time, through consistent behaviour, through systems that protect customers before they know they need protecting, and through institutions willing to be accountable when they fall short. Nigeria’s digital banking revolution has done extraordinary things for financial access and economic participation. Its next chapter must be defined by what it does for financial safety. The two are not in competition. In the long run, they are, in every meaningful sense, the same thing.
By Modupe Gbadeyanka
In a bid to ensure consumer safety across the telecommunications and financial services sectors, the Central Bank of Nigeria (CBN) and the Nigerian Communications Commission (NCC) have decided to work together.
On Monday, both organisations sealed a Memorandum of Understanding (MoU) for the establishment of joint committees for the protection of consumers against fraud in the sectors.
The two teams set up by the CBN and the NCC include the Joint Committee on Payment Systems and Consumer Protection, and the Joint Committee on Telecoms Identity Risk Management System (TIRMS) Portal.
Through the TIRMS portal, which aggregates data on churned (recycled) phone numbers, as well as numbers flagged within the financial services sector, it will now have enhanced visibility into the status of phone numbers, one of the most widely utilised resources in the sector, although regulated by the NCC.
With this, according to the chief executive of NCC, Mr Aminu Maida, financial institutions will be able to determine when a line is active, when it has been swapped, when it has been disconnected due to inactivity and reassigned to a new subscriber, and when it has been flagged for suspicious or fraudulent activity. “This ensures that our financial services industry is better equipped with timely and relevant information to effectively combat e-fraud, particularly those perpetuated using phone numbers, in the country,” he stated.
It was stated that the partnership between the two parties will reduce electronic fraud, which has become increasingly pervasive, with significant implications for the integrity of the digital economy.
In his remarks, the Governor of the CBN, Mr Yemi Cardoso, said the MoU will strengthen coordination on approvals, technical standards, and innovation trials, including sandbox testing that supports market-led solutions, while safeguarding stability.
“Going forward, the CBN remains fully committed to working with the NCC to deliver a safer, more resilient, and more inclusive digital financial system that supports national productivity, protects consumers, and strengthens trust in Nigeria’s digital economy,” the central bank chief said.
By Aduragbemi Omiyale
Mid-level Nigerian lender, Wema Bank Plc, has set its eyes on expanding its market presence and supporting the government in achieving its $1 trillion economy by 2030.
In a statement, the financial institution said it hopes to achieve these and others through its recently recapitalisation exercise, which saw its capital base rise to about N265 billion, well above the N200 billion-threshold set by the Central Bank of Nigeria (CBN) for its category of licence.
Wema Bank operates with a national licence, and based on the regulator’s requirement, the capital base must be at least N200 billion.
Before the March 31, 2026-deadline set be the CBN, banks were required to have at least N25 billion, but to meet up with the 2030 target of the federal government, this threshold was raised, with banks operating branches out the country asked to have at least N500 billion, while regional banks were told to have a minimum of N50 billion.
To comply with the new directive, Wema Bank embarked on a strategic capital raise through the stock market, successfully strengthening its shareholder base and securing the required capital through strong participation from existing investors.
Its N150 billion rights issue, which opened on April 14, 2025, and closed on May 21, 2025, marked a significant step in this journey. This was subsequently complemented by a N50 billion special placement later in the year, ensuring the bank not only met but exceeded the regulatory threshold well ahead of schedule.
“The successful completion of our recapitalisation exercise is a defining moment for Wema Bank. It is a strong validation of our strategy, our performance, and the enduring confidence our shareholders and stakeholders have in our vision.
“We have not only met the CBN’s requirements; we have exceeded them, reinforcing our position as a National Bank with the scale, strength, and stability to compete and lead,” the chief executive of Wema Bank, Mr Moruf Oseni, stated.
“Looking ahead, we remain focused on deepening our market presence, driving customer-centric innovation, and strengthening our role as a catalyst for growth across retail, SME, and corporate segments.
“This is not just about retaining our license; it is about building a bigger, stronger, and more impactful Wema Bank,” the bank executive further stated.
By Adedapo Adesanya
President Bola Tinubu has given approval for the investment of $75 million in Flutterwave, as part of the payments company’s efforts to raise $250 million through an Initial Public Offering (IPO).
The investment is expected to be executed through the Ministry of Finance Incorporated (MoFI), according to reports on Monday.
Since its founding in 2016, Flutterwave has rapidly expanded and now has a presence in about 30 African countries. The company’s valuation is at $3 billion.
According to the reports, the fintech company approached the federal government last year to participate in the offer, which has been in motion since it was first touted as far back as 2022.
Flutterwave’s IPO has been delayed by its lack of sustained profitability, earlier governance and misconduct scandals, and unfavourable global market conditions.
It was gathered that MoFI engaged two of the Big Four global accounting and auditing firms to carry out a detailed review of the company’s financial statements and operations, in a move aimed at ensuring due diligence and strengthening investor confidence.
Citing sources, the newspaper said Flutterwave brought Nigerian government participation to secure sovereign backing and reinforce confidence in Nigeria’s growing technology sector.
According to the sources, the move was also intended to project Nigeria’s potential on the global stage, adding that the company is also using the IPO to widen ownership and allow more Nigerians to invest in its growth.
The paper also reported that the IPO would expand ownership, giving more Nigerians the opportunity to invest in one of Africa’s leading fintech companies.
Market interest in the offer is said to be strong, with existing investors indicating plans to increase their stakes, while new institutional players are also positioning to participate.
This development is coming after the Central Bank of Nigeria (CBN) granted Flutterwave a license to operate microfinance banking services in Nigeria. The license enables the company to hold funds and deposits directly, strengthening its financial infrastructure across its largest market and enabling more efficient financial services and settlement flows for consumers, businesses and enterprises.
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