Access Bank Faces Scrutiny Over Loan Dispute, Delayed Account Records

Access Bank is under public scrutiny after a customer alleged the bank withheld loan records for two years and posted an unauthorized N2.5 million loan to her account.

Lydia Okodogbe said she took a loan from the bank in November 2022. Since then, she has made several requests for detailed statements on the facility but has not received them.

While reviewing the loan account, Okodogbe said she found an additional N2.5 million loan she did not request or approve.

She said the unresolved dispute disrupted her business, caused major financial losses, and forced layoffs. “At our peak, we employed about 400 people. Many have now lost their jobs because operations became unsustainable,” she said.

The Bank Customers’ Association of Nigeria has called for regulatory intervention. BCAN President, Dr. Uju Ogunbunka, said unresolved complaints could damage the bank’s reputation and erode customer confidence.

“The customer is not asking for anything extraordinary. Access to account statements is a fundamental right of every bank customer. If there is nothing to hide, the bank should provide the information and explain any outstanding issues,” Ogunbunka said.

He questioned why a request for statements remained unanswered for two years, stressing that banks must provide such records on demand. He warned that unresolved complaints could push customers to rival banks and attract greater regulatory scrutiny.

Stakeholders have urged the Central Bank of Nigeria to ensure customers get access to critical account information and fair treatment during disputes.

Responding, Access Bank official Hassan Dawodu said the bank had addressed technical issues linked to Okodogbe’s account and was still investigating her concerns.

The bank had not provided further updates at press time, leaving questions about the dispute unanswered.

Industry observers say the case has revived debate on transparency, customer relations, and dispute resolution in Nigeria’s banking sector, where public trust is key to customer loyalty. How Access Bank resolves it could shape public perception, especially as responsiveness now drives customer expectations.