Commercial banking giant Access Bank PLC is facing renewed public backlash across social media platforms following new allegations of unauthorised account debits and mistreatment of customers at its branch locations.
The latest controversy involves a customer identified online as “Mummy Luxury,” who posted a video appeal requesting the intervention of social activist Martins Vincent Otse, popularly known as VeryDarkMan (VDM).
In her statement, she alleged that her account balance was erased without explanation and claimed that branch security staff threatened physical violence against her and her toddler when she attempted to resolve the issue.
Viral video sparks outrage over customer service and security concerns
In her widely shared video statement, Mummy Luxury disclosed that she lives with a heart condition, emphasizing that the abrupt loss of her savings and the ensuing altercation at the bank created severe physical distress.
She claimed that during her visit to the branch to demand an investigation into the vanished funds, security personnel threatened to assault her and her young child unless they exited the premises.
While she has not publicly specified the exact monetary figure missing from her account, the video has garnered thousands of shares and comments across X (formerly Twitter) and Instagram.
The incident comes shortly after another viral case involving a Dubai-based Nigerian cleaner named Rita. Upon returning to Nigeria, Rita discovered that her lifetime savings of ₦3,243,217.00 held in an Access Bank account had been cleared out to a zero balance.
Following a public intervention and social media campaign spearheaded by VeryDarkMan, Access Bank contacted Rita, restored the full balance of ₦3,243,217.00, and tendered a formal apology for the incident.
The swift succession of these complaints has drawn public criticism, with account holders questioning the bank’s internal security measures, charge policies, and automated ledger operations.
Other social media users have shared similar experiences, including claims of long-term inactive accounts being depleted to zero over several years due to accumulated maintenance fees and recurring service charges.
Bank account security and CBN consumer protection guidelines
Under the regulatory guidelines established by the Central Bank of Nigeria (CBN), commercial banks operating in Nigeria are required to maintain strict protocol standards regarding account maintenance, customer dispute resolutions, and branch security conduct.
Key aspects of CBN consumer protection regulations include:
Dispute Resolution Timelines: Banks are mandated to investigate and resolve unauthorized transaction complaints within specific timeframes (typically 3 to 14 working days depending on whether the transaction was electronic, interbank, or internal).
Dormancy and Maintenance Fees: Accounts that remain inactive for extended periods transition into dormant status. While monthly maintenance fees apply to certain active account types, federal regulations cap debit fees on dormant accounts, requiring transparent accounting statements for all deducted charges.
Customer Handling Standards: Financial institutions are legally obligated to maintain professional customer service standards and provide escalation channels for aggrieved clients, strictly prohibiting physical harassment or intimidation by private security operatives.
When disputes remain unresolved at the branch level, consumers can escalate complaints directly to the CBN Consumer Protection Department or the Federal Competition and Consumer Protection Commission (FCCPC) for independent mediation.
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