Zenith Bank Lagos Staff ‘Lie’ After ATM Swallows Customer’s Card, N227,000

On April 8, Amina Mudasir, a Lagos resident, wanted to withdraw cash from the Zenith Bank Automated Teller Machine (ATM) at its Magodo branch using her husband’s Access Bank ATM card.

Since her card got stuck in the machine, Zenith staff were unable to retrieve it for her. What followed was a series of debit notices amounting to N227,000! So far, both banks have put her money on hold.

According to Semiu Munir, Mudasir’s brother-in-law who contacted FIJ on Wednesday, the Zenith Bank security guard told Mudashir that the card could not be withdrawn because it was not a Zenith Bank card.

Munir recounted how the bank staff once lied that Mudasir was never in the branch, while they directed him to Access Bank and the police.

Sdebt screen grabs

“My brother called me and I went to the bank. I asked to see the manager, but the lady who took care of me took me to a room where they had a screen. I saw photos of my brother’s wife withdrawing money from their ATM, but I insisted that I wanted to see the video coverage,” Munir said.

“They said if that was the case, then I would have to tell Access to write to them officially.”

Since the two banks were in close proximity, Munir told FIJ that he left a paper letter at the Access Bank branch in Magodo, telling them to contact Zenith Bank, as they had been asked to do.

Two weeks later, “they rejected our request,” Munir said.

“They refused our request”

“We returned to Access Bank three weeks later, but this time they told me that Zenith told them that my brother’s wife had not shown up at their bank to withdraw money, even after I had seen the photo on their camera the first time,” Munir told FIJ.

“One of the Access Bank employees told me that we would have to go and file a report with the Alausa police before we could access the video, but since then I have had to travel.”

Semiu also told FIJ that he once tweeted at the two banks about X, but while it looked like they were about to resolve the issue, “all of a sudden they just stopped responding.”

When FIJ contacted both banks on Wednesday, Zenith responded that “a complaint has been registered and feedback will be communicated to the customer,” while Access said on Thursday that “they will be contacted again after 24 hours.”

(Foundation for Investigative Journalism)

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