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When 8 million Customers Trust You, Safety Cannot Be an Afterthought
Nigeria’s digital banking revolution is raising the stakes for consumer trust.
The question is whether the industry is rising to meet them.
Nigeria’s relationship with digital banking has changed almost beyond recognition in a decade. Where cash once dominated every transaction, from the roadside market to the corporate boardroom, mobile apps, instant transfers and USSD codes have reshaped how tens of millions of Nigerians interact with their money every single day. The figures speak for themselves: point-of-sale transactions surged to a record N18 trillion in 2024, a 69 per cent increase from the year before, and the number of POS terminals in operation more than doubled to 5.5 million. Mobile banking is now the most widely used digital financial service in the country, with four in five users having accessed it within any given 90-day window.
This is, by any honest measure, an extraordinary story of financial inclusion and technological adoption. But it is an incomplete story if told without its other half.
Behind the growth curves and transaction volumes, a quieter and more troubling story has been unfolding. According to the 2024 Nigeria Consumer Protection Survey published by Innovations for Poverty Action, nearly one in four digital financial services users reported experiencing unexpected fees, charges or fraud attempts in the past year. Of those who encountered a problem, only half sought any form of formal redress. That silence is not apathy. It is the sound of eroded confidence: customers who have concluded that raising a complaint is unlikely to produce results.
The fraud data from the Nigeria Inter-Bank Settlement System tells the same story from a different angle. Actual losses to digital payment fraud rose to N52.26 billion in 2024, a figure inflated significantly by a single N31.1 billion incident involving one institution but still representing a 196 per cent increase in fraud losses over five years, even as the number of individual cases declined.
The decline in case counts is not reassurance enough. It suggests that while fraudsters are making fewer attempts, they are making each one count considerably more.
By channel, e-commerce and internet banking remain the most exposed, followed by point-of-sale, mobile and web platforms. The most common technique is social engineering, which requires no sophisticated technology at all. It requires only a convincing conversation and a customer who does not know what to guard against. Insider abuse, where bank staff are complicit in fraud, is identified by NIBSS as the single greatest structural threat to the sector.
That is a sobering finding, and one that no institution should read past quickly.
What this data collectively points to is a gap that the industry must confront honestly. Nigeria’s digital banking infrastructure has expanded at speed.
The consumer protection architecture that should travel alongside it has not always kept pace. Convenience and safety are not natural enemies, but they require deliberate and sustained design to coexist. Left to grow at different speeds, they create precisely the conditions that fraudsters, rogue actors and complacent institutions exploit.
The encouraging news is that the gap is closing. Nigeria exited the Financial Action Task Force’s grey list in 2025, a signal that the country’s financial system has materially strengthened its safeguards. The CBN’s 2024 rollout of risk-based cybersecurity frameworks for deposit money banks formalised the standard of care that institutions are required to demonstrate. Regulatory enforcement actions in 2024, including reported industry penalties totalling over N15 billion, have underscored that consumer protection is a compliance obligation with real and immediate consequence. The industry is being held to a higher standard, and that is the right direction.
Within institutions themselves, the most effective safeguards are often the ones customers never see. The strongest security infrastructure operates silently in the background: monitoring account behaviour in real time, identifying anomalies before they become losses and intervening before a suspicious transaction completes rather than after.
This is not glamorous work, but it is the work that matters most. A customer who never has to report a fraud incident has been protected more effectively than one who was offered a sympathetic apology after the damage was done.
Union Bank’s experience illustrates what this balance looks like in practice. Across its digital channels, including UnionMobile, the USSD platform (*826#) and the Union360 business banking suite, the bank’s full-year 2025 customer experience data reflects consistently strong satisfaction and loyalty scores.
These are not outcomes that emerge from convenience alone. They reflect what customers value above all else when they transact digitally: the confidence that the experience will be safe, seamless and complete. That quality of outcome does not happen by accident.
It is the product of sustained investment in backend security infrastructure that operates largely out of sight, proactive monitoring systems that identify and intercept anomalies before they become losses, and an institutional culture that treats customer protection as a core organisational value rather than a compliance line item. It is a culture Union Bank articulates through its ICARE values, where the commitment to being customer and community-focused is not a policy position but a founding principle, reinforced consistently from the moment any member of staff joins the bank.
In March, as institutions across Nigeria marked World Consumer Rights Day, Union Bank reaffirmed to its staff the responsibility that every individual within the organisation carries to uphold the rights and dignity of the customers it serves. It is the kind of internal commitment that rarely makes headlines, but it ultimately determines the quality of every customer interaction that does.
Trust is the only currency in banking that cannot be manufactured on demand. It is built over time, through consistent behaviour, through systems that protect customers before they know they need protecting, and through institutions willing to be accountable when they fall short. Nigeria’s digital banking revolution has done extraordinary things for financial access and economic participation. Its next chapter must be defined by what it does for financial safety. The two are not in competition. In the long run, they are, in every meaningful sense, the same thing.
News
Oyo 2027: Adelabu Quits As Power Minister To Focus On Guber Race
The Minister of Power, Adebayo Adelabu has formally resigned from his position in the Federal Government to pursue his governorship ambition in Oyo State.
In a resignation letter dated April 22, 2026, and addressed to the President, Adelabu stated that his resignation will take effect on April 30, 2026, to enable him to focus on his governorship ambition in Oyo State.
The letter, routed through the Office of the Secretary to the Government of the Federation, stated that he was stepping down with “a deep sense of honour and profound gratitude.”
He wrote, “I write with a deep sense of honour and profound gratitude to formally tender my resignation as the Honourable Minister of Power of the Federal Republic of Nigeria. This resignation is to take effect on 30th April 2026, in order to allow sufficient time for a smooth and orderly handover of responsibilities.”
Adelabu thanked the President for the opportunity to serve, describing his appointment as a privilege.
He said, “Your Excellency, I remain sincerely grateful for the privilege and confidence you reposed in me by appointing me to serve our great nation in this capacity.
“It has been a rare honour to contribute to national development under your leadership and to play a role in advancing reforms in the power sector—one of the most critical foundations of Nigeria’s industrial growth and economic transformation.”
The former minister said his resignation was to enable him focus fully on his governorship ambition in Oyo State, citing provisions of the amended electoral law.
He added, “My decision to step down is informed by my intention to focus fully on my gubernatorial ambition in Oyo State. This aspiration, which dates back to 2016 during my service as Deputy Governor of the Central Bank of Nigeria, ultimately led to my voluntary resignation from the Central Bank in 2018 in order to pursue the same goal.”
“In line with the provisions of the Amended Electoral Act 2026, which preclude political office holders from contesting elections, I consider it both appropriate and necessary to resign at this time.”
Adelabu’s exit marks a major political development ahead of the next electoral cycle, particularly in Oyo State, where he is expected to contest the governorship election.
News
Wale Edun, Musa Dangiwa Resigned Voluntarily, Not Sacked – Presidency
The Presidency has clarified that Wale Edun (former Finance Minister) and Ahmed Musa Dangiwa (former Housing Minister) voluntarily resigned from their positions and were not sacked by President Tinubu.
In a statement released this evening April 22, presidential media aide, Bayo Onanuga, said that contrary to public opinions, Wale Edun resigned on health grounds while Dangiwa also tendered his resignation and thanked the President for the opportunity given him to serve in the Federal Executive Council.
Onanuga stated that Edun, who clocked 70 on Monday and has battled recent ill health, fittingly submitted his resignation letter on his birthday, thanking the President for the opportunity to serve Nigeria.
“It has been a pleasure and privilege to serve your administration and the Renewed Hope Agenda, Under your leadership, Nigeria has emerged stronger, more resilient and more internationally respected. I wish you and the administration every success in the future” he wrote
Onanuga stated that on Tuesday, before the Office of the Secretary of the Government of the Federation announced his departure from the Cabinet, Edun paid a valedictory visit to the President at the Villa and held an hour-long discussion with the president and then left to focus on his private businesses.
The presidential aide stated that President Tinubu has expressed deep appreciation to Edun and Dangiwa for their dedicated service and significant contributions to the administration’s economic reform programme and wished them continued success in their future endeavours.
‘’In the same vein, the President has urged the new Minister of Finance, Taiwo Oyedele, to consolidate ongoing reforms and advance the administration’s fiscal and economic objectives with renewed focus, discipline, and innovation.
President Tinubu will shortly send the ministerial nominee for housing, Muttaqha Rabe Darma, also from Katsina, like Dangiwa, to the Senate for confirmation” the statement concluded
News
Unity Bank, Experts Advocate Green Investment, Climate Innovation To Drive Economic Resilience
Nigeria’s retail lender, Unity Bank Plc, alongside leading climate innovation experts, has called for increased investment in the green economy and the adoption of frontier technologies as critical pathways to driving economic resilience and reducing the impact of climate change on vulnerable populations across Africa.
The call was made during a thought-provoking webinar hosted by the Bank to commemorate this year’s Earth Day, themed “The True Cost of Climate Change and Who Pays?”. Climate experts and stakeholders convened to examine the human, economic, and institutional costs of climate change, while spotlighting practical solutions to address its growing impact.
In his opening remarks, Unity Bank’s Head of Strategy and Innovation, Ibukun Coker, emphasised the urgency of addressing climate risks from both a societal and business perspective.
He said: “Climate change is no longer a distant or abstract challenge. It is an existential threat with direct consequences for individuals, businesses, and economies. At Unity Bank, we recognise the role institutions must play in incorporating sustainability in project financing, supporting businesses and promoting solutions that build resilience in communities where we operate.”
The webinar featured Chinwe Udo-Davis, Founder and CEO of Instollar, and Oluwatosin Ajide, Programme Manager at the Nigeria Climate Innovation Centre, both of whom provided insights into the drivers of climate change and the pathways to mitigation and adaptation.
Speaking during the session, Udo-Davis highlighted the disproportionate burden which climate change places on underserved communities and the need for inclusive solutions.
“The true cost of climate change is not evenly distributed. Communities with the least resources are often the most affected, whether through energy poverty, environmental degradation, or limited access to sustainable alternatives. Addressing this imbalance requires intentional investment in clean energy solutions that are both accessible and scalable.”
Ajide underscored the importance of coordinated, system-wide approaches in tackling climate challenges, particularly through innovation and policy alignment.
“Climate change is fundamentally a structural problem, and its solution requires a paradigm shift: from innovation and policy to financing and implementation. Stakeholders must work collaboratively to drive solutions that are sustainable and inclusive.”
The session also explored emerging opportunities in climate technology, renewable energy, and ecosystem financing, reinforcing the role of innovation and cross-sector collaboration in building long-term resilience.
By hosting the webinar, Unity Bank continues to demonstrate its commitment to advancing sustainability-focused dialogue and supporting initiatives that promote responsible growth and environmental stewardship.
The initiative underscores the Bank’s broader strategic focus on environmental sustainability as well as its commitment to financial inclusion.
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