The Central Bank of Nigeria (CBN) has published designated contact information for bank customers to report challenges faced while withdrawing cash either over the counter or at automated teller machines (ATMs).
This initiative follows a directive from the CBN Governor, Olayemi Cardoso, who urged customers to report such issues during his remarks at the 59th Chartered Institute of Bankers of Nigeria on November 29. The reporting channels officially became operational from December 1.
The financial regulator had previously instructed banks to prioritise cash disbursement via ATMs or risk penalties for non-compliance.
Circular Highlights
In a circular released on Tuesday, jointly signed by Solaja Olayemi, Acting Director of Currency Operations, and Isa-Olatinwo Aisha, Acting Director of Branch Operations, the CBN reiterated its commitment to ensuring efficient currency circulation.
The circular states:
- Bank Responsibilities: Deposit Money Banks (DMBs) are required to ensure seamless cash disbursement over the counter and at ATMs. The CBN will intensify its monitoring to enforce compliance.
- Public Reporting: Members of the public who experience difficulties withdrawing cash are encouraged to report incidents using the provided channels. This initiative aims to resolve impediments to cash availability and improve overall currency circulation.
Reporting Guidelines
To lodge a complaint about a non-dispensing bank branch or ATM, customers should provide the following details:
- Account name
- Name of the bank (DMB)
- Amount involved
- Date and time of the incident
Complaints can be submitted through the following:
- Phone: Customers can call the designated phone number for the CBN branch in their respective state.
- Email: Customers may send detailed complaints to the designated email address corresponding to their state.
Designated Contact Details
The CBN has provided a state-specific list of phone numbers and email addresses for public use. Ensure to refer to the official CBN website or circular for accurate and up-to-date contact information.
This move underscores the apex bank’s dedication to addressing cash flow challenges and ensuring financial accessibility for Nigerians.
