
Mixed reactions have continued to trail the latest policy of
the Central Bank of Nigeria (CBN) which directs banks to destroy all
trapped ATM cards, as many bank customers said the policy is a step
backward for the cash-lite policy.
Speaking with LEADERSHIP variously, many bank customers condemned the
policy, urging the CBN and banks to ensure that all ATMs are functional
and well maintained before making such policy which according to them
is not only time consuming but would be an additional burden on the
customer.
Although the practice of destroying trapped ATM cards by perforation
has been ongoing in most banks for months, the CBN last week in its
approved “Guidelines for Card Issuance and Usage in Nigeria,” directed
that any trapped card in the ATM be rendered unusable (by perforation)
by the acquirer and returned to the issuer on the next working day.
According to one customer, “apart from the fact that I will have to
pay for the new card, it is time wasting because that means I have to
wait for weeks before I get another card. For me I don’t think it makes
sense and the message they are sending is that we should start carrying
cash around again.”
Another customer who identified himself as Ayo stated that the
“policy is against the drive of the apex bank to promote the cashless
policy as confiscating trapped cards will only discourage people from
using cards and applicable means i.e. POS, ATM, online shopping.
“What happens to folks that are still learning how to use the cards?
People like that easily get their cards trapped trying to learn and they
should be considered. Even me, on two occasions I left my card
unintentionally after getting the cash and had to go retrieve it days
after. We understand that CBN is trying to help the banks make money as
several streams of their income have been heavily regulated and some
totally blocked but this policy is a killer of our cashless vision.”
For one student, Chisom, “they just want to take undue advantage to
cheat on the customers. If a card is trapped the owner might not be at
fault at all. Many times the service will suddenly go off and before the
card owner knows what is happening the card would be swallowed up by
the machine. Does this mean that the customers must be penalised for
failure of the bank?”
Narrating his ordeal, a trader, Sefiu Adebayo said “last Easter on
Good Friday, I withdrew N20, 000, the ATM dispensed the cash brought out
the card a bit, I tried to retrieve it but couldn’t. That’s how the ATM
swallowed my card in my presence. Thank God for my wife that borrowed
me money that I used for the Easter celebration. I went first working
the bank on the first working day which was Tuesday and they asked me to
apply for another. It took them one month to give me and they were
charging each time I used the banking hall to withdraw small amount.”
Reacting to the policy, another bank customer who declined to mention
his name noted that “some bank policies are made based on experience.
It is possible that whoever came up with it experienced a fraud issue
involving releasing trapped cards to non-owners. I would not crucify
anyone just yet. We all know policies cannot make everyone happy. It
favours a few. So I will advise you use your bank ATM to make
withdrawals and/or make a forecast of your cash need and withdraw from
the bank ahead of a weekend so you don’t get broke. Alternatively, a lot
of shops/vendors now have POS machines so save your liquid cash and pay
with a POS.”
The policy was also commended by another customer who described it as
a good development. According to the customer, “you certainly would not
appreciate it except you have once been a victim of ATM card fraud.
Once your card is no longer in your possession, anyone can transact with
it by just using your serial number and the three digit code at the
back of the card for online transaction, anyone including bank
employees. Once the card is trapped and has to go from hand to hand, it
is already compromised and it could be used in future long after it’s
been returned to you.”
Director, banking and payment system department of the CBN, Mr. Dipo
Fatokun had at the weekend described the policy as a global practice,
pointing out that the policy does not only apply to other banks’ ATMs
alone, saying that cards trapped in issuing banks’ ATMs would also be
perforated.
According to Fatokun, the central bank introduced the policy in order
to protect bank customers, adding that the apex bank is collaborating
with banks to lessen the burden of the policy on cardholders. “We are
working with the banks to ensure that when these cards are trapped, not
because the customer did something wrongly, and a new card is to be
issued to the customer, we are discussing on how it would be done such
that the burden would not fall wholly on the cardholders.
“We have also discussed with the banks to ensure that cards that are
trapped can be communicated electronically between the acquirer on which
the card was trapped and the issuer of the card. Furthermore, he noted
that for cards trapped in issuing banks’ ATMs, if the machine is located
within the premises and the cardholder goes into the banking hall to
report the situation, the bank may decide to retrieve the card
immediately and return same to the customer without perforating it.
However, for trapped issuing banks’ ATMs located off-site, he said
the financial institution may decide to invoke the provision of that
guideline to issue the customer another card and perforate that one that
was trapped.