By Juliet Oladele, Reporting
I want to share an experience I had starting from April 20, 2026, just last week.
I needed to get a letter from the bank to submit at a pension office in Bodija, Ibadan. I operate both Fidelity and Access banks, so I decided to try Access Bank, first. When I got there, the queue was too long, and I didn’t want to waste time because I needed the letter that same day.
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So, I went to Fidelity Bank instead; fortunately, they’re located side by side at Bodija Market. Luckily, there was no crowd. I sat down immediately, and the customer service’s representative attended to me.
I explained the type of letter I needed, and she told me she would prepare it, but the person to sign it wasn’t around. She asked me to check back in the afternoon.
Since I had some things to get from the market, I thought I would return later. But I finished earlier than expected, so I went home and decided to come back the following day.
The following morning, I returned, and the letter was ready, signed and packaged. I collected it and we went straight to the pension office.
After waiting for a while, it was our turn. We submitted the letter… only to be told it was not the correct format.
That moment was frustrating. After all the effort, the letter was rejected.
I went back to Fidelity Bank and met the same customer service’s representative. I explained everything, and she said it would take a different format.
Then she told me, like the previous day, that the person to sign the ready copy was not available.
At that point, I said I couldn’t wait, I needed to submit the letter that same day.
That was when another staff stepped in and said someone else could actually sign. They even argued about it until they called the person to confirm, and she said yes, she could sign.
Honestly, I was just thinking… so you people don’t even have the right information to give customers?
Anyway, she started typing the letter again. I waited. It was collection time. Then suddenly, she said her system had been taken over.
As how now! I was confused! Who took over a system without informing staff?
She told me to be patient while they tried to fix it. I waited as they struggled with errors and delays.
After all the delays, she eventually told me I might have to come back later.
That was it for me. I got frustrated and left the bank disappointed.
Since Access Bank was close by, I decided to give it a try.
At that point, I thought switching banks would solve the problem… I didn’t know I was about to start another long process….
To be continued….
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