NPF Microfinance Bank Abuja is a
Huge Disappointment
By
Moses Yohana
mosesyohana@yahoo.com
When the Nigeria Police Force Micro
Finance Bank got its operating license validated as a full fledged
micro finance bank sometime ago, many of us heaved a sign of relief.
As one of the leading Micro Finance Banks in the country, the
celebration among her customers could be understood. However,
happenings within and around the bank have not portrayed it as one
that is ready to operate in this century. Banking activities are
still being carried out on a daily basis as it were done before the
Soludo consolidation. I will expatiate on this assertion.
First and foremost, the physical
environment is not conducive for banking in this era of
civilization. The bank is reputed to have the harshest and most
hostile hall at least as far as Abuja metropolis is concerned. The
air-conditioners are not functional and on any good day they do not
perform better than ceiling fans. The news making the round is that
substandard split air-conditioners were installed. Ceiling fans
would even perform better than those garbage called ACs. At least,
fresh air would not be shut out completely as is currently the case
when the splits ACs are switched on.
It is not uncommon to see customers in
their inner vests having pulled off their wears when the heat
becomes unbearable. The air-conditioners are of no value. The heat
oozing out of the banking hall can be comparable to that of a
mini-sized local bakery in most of our villages. The apt description
of the bank is to call it a village market square. Dugbe market in
Ibadan or Kantin Kwari market in Kano is even friendlier to
customers than NPF MFB Abuja. This is what NPF Microfinance bank has
to offer Abuja , the capital city of the giant of Africa . The
attendant health risks associated with such an unhealthy environment
can not be over-emphasized. Tuberculosis, meningitis and other
communicable diseases may be let loose in this circumstance.
The management of the bank does not
even consider it necessary to provide safe drinking water to its
numerous customers via modern water dispensers as is the case with
most banks across the country. There are no decent television sets
to keep the customers busy. Also there are no enough seating
materials for the hapless people that are compelled to do business
with the bank.
In the area of operational banking,
the bankʼs performance is abysmal. Ordinarily, transaction that
shouldnʼt have taken twenty minutes in a normal situation takes
hours in NPF MFB. In other words, the average service time per
customer is unbelievably too much. Several reasons can be adduced
for this. One, there are no enough cashiers to service the
customers. On any good day, few cashiers pay while only one
receives. How do you reconcile this with a bank that has a large
volume of customers? We even sympathize with the cashiers as they
are inhumanely overstretched. And most of the time, impatient
customers rain abuses and curses on them for faults that are not
necessarily theirs.
Secondly, the so called currency
counting machines supplied by the Branch Manager are nothing but
mere decorations. They have all broken down soon after they were
supplied. Cashiers have to make do with the older ones since they
perform better than the ones supplied by the Branch Manager. It is
common knowledge that there are imitations of such items and it
appears the management of the bank is always interested in supplying
substandard materials to the bank. When a customer has to withdraw
or make deposit of huge sums in N100 or N200 denominations, the
result can better be imagined. DeLaRue or Glory GFB or Glory GFB-800
counters are the leading brands in the market, but NPF Microfinance
bank went for the imitation of the Glory brand, and by extension the
cheapest brand in the market i.e. Glory, without any model number.
At the end, it is the customers who suffer and the unfortunate
cashiers who are always at the receiving end.
When the bank upgraded its system late
last year, it was a nightmare for its customers and staff alike. The
members of staff were closing not earlier than 9pm. There was
nothing like weekends for them. The software used by the bank has
long been discarded in the banking industry. Only the management of
the bank knows what informed them of their choice.
The manager of the bank seems not to
be interested in the progress of the bank. He is hardly seen around
the bank and whenever he comes in, he confines himself to the luxury
of his office which is tastefully furnished. The air-conditioner
works perfectly and the furniture is state of the art. Rumour has it
that the manager spends most of his time at Force Headquarters
pursuing contracts. He has the choice to resign his appointment and
go into full business so as to pave way for those that are genuinely
interested in managing the bank. You canʼt eat your cake and have
it. Should the greed of one man be allowed to kill the bank to the
detriment of its numerous customers while the same man is advancing
his own business interest?
The next issue that is so appalling is
that of branch operations and provision of Automated Teller Machine
(ATM). NPF MFB Abuja is the only bank in Abuja that does not have a
single ATM point at the bank premises or anywhere for that matter..
The bank does not even consider it good business to put one at Force
Headquarters or Police Command Area 11 where the bank has a sizeable
concentration of her customers. Ironically, UBA and Union Bank both
have an ATM point at the Force Headquarters. It has not embraced the
ATM technology. NPF MFB has just one branch in Abuja Fortis, a
competitor in micro financing, has branches at the following
locations: Garki 2, Wuse Market, Emab Plaza , Utako market area,
Area 11 along Ahmadu Bello, Nyanya and many more. They are even
present in a remote village called Kabusa in Abuja . Can anyone
sincerely describe NPF MFB as a serious entity?
If nothing is done about these
anomalies within a reasonable time, I may be compelled to close my
account as several others have done. My account may be a small
component in the bank but wise counsel has it that the unit
components put together make the larger part.