Some Banks Mobile Apps are Useless, Customers React
When you hear a mobile banking app, what comes to your mind? MarketForces Africa investigation shows that mobile apps have not lived up to customers desires, really. Some mobile banking apps are annoying, customers that were surveyed told MarketForces Africa.
However, we observed that experience varies from one customer to another. Customers tend to rate the performance of an app from the same bank differently, our surveyed results have shown.
Overall, we observed that some banks apps is underperforming expectations and thereby frustrating their customers. That aside, when customers lodge complaints, many banks don’t see it as an obligation to respond, some responded very late and some don’t respond at all. And that is worrisome for the financial inclusion agenda.
While mobile apps relevance in daily banking transactions cannot be underestimated, the need to make it simple for use has also become just as important. Integrating key services is also a key factor to consider now. People don’t want to go to banking hall at all!
Here are few responses, albeit newest, on the usability of these banks apps.
Sterling Onepay
In the newest review, Vedic Prime, the bank customer who rated the app 1-star on July 9, said that the people who work at this bank are either woefully incompetent or outright criminals.
I’ve had the most frustrating experiences with every aspect of their system; the apps, customer service, branch operations and so on. If I could give less than one star, it would still count as a positive review for Sterling Bank.
On July 8, another customer, Gbolahan Olaseinde rated the app 1-star and said that “I beg, trying to send money, it keeps on telling me no, that I should check my balance that the transfer was unsuccessful. Only to receive an SMS alert that the money has been deducted. Very stressful, I beg”.
On July 9, a customer by the name Folusho Martins handed 4-star for the app, said that it is a good app, only that sometimes when you transfer money; it will display transaction error only for you to discover the money was sent which may lead to sending twice.
As for Adeniji Motun, a customer who rated Sterling Onepay 1-star on July 11, 2019, he said that “Your bank is the worst bank ever I try to buy credit and is saying error and yet you debited me and I haven’t received any credit since yesterday night and you people haven’t refunded me my money back what is wrong
Henry Nobea, a customer that rated Onepay 4-star on July 8, 2019, said that it is very fast and reliable but they need to include, payment for funding betting apps and other things inside
FCMB mobile app
Chioma Nnadi rated the app 1-star on July 11, 2019, said “I can’t even use the app… I’ve never used this app before, installed it and trying now to register but it’s telling me user exist… What do I do”?
Another customer, Gabriel Michael also rated the app 1-star on July 10, 2019. He said, “why all these apps (too many apps doing the same thing and causing confusion everywhere) that are not efficient? Please deactivate what you call old app from play store and focus on making only one app more efficient and user friendly”.
As for Ajibola Olusola-oke, he rated the app 1-star on July 12, 2019, and said that “this app is useless, I was able to log in and then the app didn’t respond anymore
Igwe Kelvin Chiedozie rated the app 1-star on July 10, 2019, said it is the worst app so far. “I can’t send any money ever since I downloaded this app, same error problem every day “your daily transactions limit has been reached” Uninstalling right away.
A customer who did a review of the app by the name Christian Righteous handed the app 5-star on July 11, 2019, said “i love it”.
Zenith mobile app
Olufemi Stephen rated the app 4-star on July 11, 2019, as he said, “You guys are the best in my internet banking experience. The new mobile UX experience is superb. Keep up the good work. Not like some of my other banks, though they changed their name, but rather than getting better the reverse is the case.
On July 11, 2019, a customer, Owoyemi Jelili Balogun rated the mobile app 5-star. He said, the app is good and unique, but there are some areas that need to improve like fingerprinting.
“I think you have to upgrade the app just like others with fingerprint login. Zenith bank is fantastic with this latest update and maximum improvement on the app”, Balogun stated.
Chris Moe Biglow, on July 11, 2019, rated the app 1-star. He said, “Can’t log in to the new upgrade version. After putting in my details it will just read and read then stop.
Seb Olala-Eric handed the app 4-star on July 11, 2019. According to Seb, the app update is long overdue. The user interface is good and it’s more stable now. Thumbs up from me!
To Jermaine Omorogbe who rated the app 5-star on July 11, 2019, the New/updated interface is fabulous! Well done Zenith Bank, it was a much-needed update, he added!
FBN FirstMobile
On July 10, 2019, a satisfied customer, Domike Mbaegbu rated FirstMobile 5-STAR. But he said that the app is not compatible with android phones with screen sizes of 5.0″ and below. It is also not compatible with phones with lower OS versions. Please fix and get us an upgrade that works for everyone. Thank you
Another customer, Pascal Amanfo also rated FirstMobile 5-Star on July 10, 2019. Amanfo said, “This app is great; I have used it for over 5yrs. He asked, “If one has more than one account with first bank, how do I add the additional account to this app”.
Elixir De Brown however rated FirstMobile 1-star on July 10, 2019. Brown said that the stupid app fails to open after a recent update. It is always a network problem, the same network that opens other apps, views and download movie.
A similar rating came from Oguntimehin Adebisola on July 11, 2019. Adebisola said, “that FirstMobile stops working oftentimes and has become annoying trying to make transactions without success. Do something, please”.
UBA Mobile app
Qachi Abaz handed the UBA app 1-star on July 12, 2019. Abaz said, “I wish I could see 0-star to give you. That is exactly what you deserve. This nonsense app has frustrated so many of your unsuspecting customers, including myself, yet, no statement has come from you to address all the complaints.
“At this age, your app malfunctions to this extent? “Gush”! Big shame on you for using this app to rip off your customers their hard-earned money. I really regret having anything to do with this bank. Even for an unsuccessful transaction, one’s account is debited”, he added.
Also, Rillz Stone rated the app 1-star on July 9, 2019. He said, “what is wrong with this app, it used to be perfect but recently it doesn’t even let me log in. My connection is working perfectly but I can’t access the app, please fix it because it’s becoming really irritating”.
On July 9, 2019, Real Homes handed the UBA app 5-star. Homes said, “Am not sorry for downloading this app because it has really helped me in doing some transactions without visiting the bank, and it also helps save my money when transferring to other UBA. They deduct my money if I use shortcode, but this app helps save my money”.
Izuchukwu Odili rated the app 3-star on July 9, 2019. Odili remarked that the app is a good application for transfer of money, payment of bills, airtime recharge and other banking stuff but has a very big issue because it requires a much more data connection to open you should try and make it lighter
While at that, on July 10, 2019, Nyikkeabasi Ekong rated the app 2-star. To Ekong, the update sucks, “Sometimes that I “wanna” make a transfer with my tablet with the new version, it will tell me to try back in 15minutes whereas the old version I’m using on my mobile phone didn’t give me such issue before. Fix this”
UNION Mobile App
Mojeed Olasunkanmi Salami slammed Union mobile app 1-star on July 8, 2019, for failing to achieve the objective of the transaction. Salami said, “ever since I updated the app, I’ve not been able to perform any transaction, not even to check transaction history.
The error message I keep getting is “your session has expired please log in”. More annoying is the fact that Union bank cannot get this error fixed for over one week; this is really affecting our transactions and businesses
Also on July 8, 2019, Christiana Udu handed the app 4-star but added that “please check… I haven’t been able to successfully complete any transaction since the last update to the app”.
But July 9, 2019, Ogbere godswill said, “You guys better repair your mobile app today if you don’t want me to withdraw my money tomorrow”. He rated the app 1-star.
Also, on July 8, 2019, Haruna Usman who rated the app 1-star said, “I can’t even upgrade it talk less of making transaction. Please what is happening and what happens to people like me with emergencies? I’m so disappointed”
On July 9, 2019, Yusra Abdullah also rated the app1-star. The customer said in the review that the updated version is very bad, very bad …the old version is better, observing that the updated version is not working at all.
POLARIS Mobile app
On July 12, 2019, Veronica Osigbemeh rated the Polaris app 1-star. This customer said, “I can’t make transfer…. since two weeks now. Please do something about it….. And it debits me for no reason”.
But Echenim Fidelis rated the same app 5-star on July 11, 2019. He regarded the app as a good and reliable service.
Follow in this regard was Oladz Paulexy who also think the Polaris app deserves a 5-star rating on July 10, 2019. I should have given it 25-star if I could, he added.
Also, Olakitan Muritala rated the app 5-star on July 10, 2019. He called it an excellent app. A day after, Osadolor Osunde handed the app another 5-star and said it is cool.
What do you think?
Editor@dmarketforces.com
