I grew up to learn that
customers or clients are at all times treated like kings as if they are in
charge of various empires. However, in recent times, most service providers in
this part of the world, particularly Nigeria, had disabused their clients of
that ancient belief.
Aside my personal experiences, I had in several occasions been reliably
informed that for quite some time now, millions of Nigerians have been
subjected to an untold hardship in the hands of the various commercial banks as
well as telecommunication companies situated across the federation, via
instigation of unending bilious charges.
The last time I thoroughly checked, the nauseous practice almost got out
of hand that it required only a stiff measure for it to be bade an eternal
farewell by its innumerable victims. It suffices to assert that it has already
eaten deep into the sufferers’ bone marrow.
I would have considered this critique as frivolous, if I were to give a
listening ear to a casual and spontaneous utterance tendered by a childhood
friend resident in Texas, USA. The buddy unequivocally asked me, albeit
carelessly, to ignore the said phenomenon since Nigerians are used to suchlike
experiences.
The point the dude was frantically trying to make was that the ongoing
anomaly, among other related ones, is synonymous with Nigeria thus not unlike a
norm. Though I assented to the assertion, he was ignorant that not all
traditions are meant to be upheld, hence the need to acknowledge that some trending
lifestyles arguably deserve to be holistically abolished without contemplation.
Come to think of it, why would Nigeria be invariably reckoned to be a
place where such uncalled and unwarranted practices are ostensibly acceptable
or a step in the right direction? Rather than protecting the interests of their
clients, these banks and telecom firms prefer to unleash on them villainy, as
if they are mere slaves.
Incessant deductions often reportedly attributed to VAT, SMS alerts
charge, ATM service/maintenance interest, monthly card fee, stamp duty charge,
and what have you, constantly and consistently made by the commercial banks on
their clients’ accounts have become so worrisome that if left unchecked, one
may wake up one morning to observe that about 95% of the total money deposited
in his or her bank account(s) had been debited from it. We were told that
‘stamp duty charge’ becomes necessary only when one’s account receives a
deposit, but currently such charges are being deducted incessantly.
Before an Automated Teller Machine (ATM) card is issued to a client on
demand, a sum of N1200 or above – depending on the bank – would be deducted
from the recipient’s account, yet such a whooping sum of money wouldn’t be
enough to cater for the servicing rendered by the card as long as its use
lasts. It’s even mind-boggling to realize that the duration of the card does
not exceed between two to three years, or thereabouts.
On their part, the telecom companies would always make use of imposition
mechanism to actualize their dubious motive. In most cases, their customers
would be taken unawares as regards subscribing to a certain tariff or promo as
if the airtime on their SIM cards weren’t purchased by them. A situation where
someone would buy a #100 airtime and all the money would instantly vanish into
thin air, really and absolutely calls for a public outcry. Among all,
unsolicited text messages and phone calls – especially the ones on advert –
continually received from these service providers are another thing of great
worry to the concerned public.
The aforementioned callous and villainous attitudes of most firms
operating in Nigeria, which are to say the least very appalling and
thought-provoking, have become a case study to hundreds of thousands of
researchers in the country. It’s indeed pertinent to acknowledge that Nigerians
at large are seriously suffering in the hands of those they patronize or whom
are required to treat them like kings. How would you reconcile this?
This lingering impunity has made many concerned stakeholders in Nigeria
to insinuate that the country lacks competent and reliable regulatory bodies.
Of course, in a situation like this, embracing such speculation wouldn’t be
far-fetched. We are all aware that each commercial bank and telecom firm in
this nation is answerable to the Central Bank of Nigeria (CBN) and the Nigerian
Communications Commission (NCC), respectively, as well as the Consumers’
Protection Council (CPC). But what the people aren’t aware is if the said
relationship is really being upheld.
The other day I overheard an official of the CPC who played guest on a
particular radio programme, saying that the major problem with Nigerians was
inability to report to appropriate authorities whenever they are aggrieved or
witch-hunted. Consequently, via a phone call, I retaliated by asking her (the
official) why they would always wait for the public or consumers to lay a
complaint before they take action, even in a situation where the commission or
any of its members happened to be one of the victims/sufferers of the ordeal,
or when the unbearable circumstance is very glaring.
So, if a police officer, for instance, happens to be in a commercial bus
and therein one of the passengers is accused of theft or was caught stealing,
the said security personnel instead of arresting the accused person or doing
the needful headlong would expect other passengers in the bus to come over to
the police station to lay a complaint before he would take the action expected
of him? I’m just thinking aloud, but every sane individual needs to be deeply
thoughtful over it.
It’s high time we awoke from our respective slumbers with a view to
living up to the expectations. Any firm or person accused of any foul play or
punishable offence ought to be brought to book by collective efforts of the apt
authorities having acquired the needed evidence for the prosecution.
For crying out very loud, the consumers or clients, as the case may be,
cannot continue to be treated like nobody by these legitimate consortiums.
Think about it!
Comrade FDN Nwaozor
Executive
Director, Docfred Resource Hub (DRH) - Owerri________________________________
frednwaozor@gmail.com
Follow me: @mediambassador
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