Moniepoint denies involvement in arrests over customer criticism

Moniepoint Microfinance Bank says it is not involved in the arrest or detention of individuals over criticism of its services and respects customers’ right to speak out and provide feedback.Mr Bemigho Awala, Public and Media Relations Manager of the bank, made the clarification while addressing newsmen on Wednesday in Lagos.Awala said the institution neither arrested nor requested the arrest of anyone for criticising its services.“I would like to reiterate that Moniepoint did not arrest, detain or request the arrest of anyone for criticising its services,” he said.He stressed that, as a financial institution, the bank recognises the right of customers to express opinions, question its operations and provide feedback.Awala noted that customer feedback remained central to the company’s operations, with regular Net Promoter Score (NPS) surveys conducted to improve products and services.He added that such feedback had informed product development, including the introduction of new offerings in response to customer demand.Awala said the company recently observed activities it considered unusual and reported its findings to law enforcement agencies for investigation.He stated that the matter had been before the court and subject to judicial determination.According to the spokesperson, the case is being handled in line with applicable laws and the bank would allow the legal process to run its course.Awala acknowledged public concerns and said the company remained committed to engaging customers, improving service delivery and addressing issues promptly.He said the company would not comment further on the matter pending the outcome of the proceedings.“Our focus remains creating financial happiness for the millions of individuals and businesses who rely on us daily. Their trust is our priority,” Awala said.He reaffirmed the company’s commitment to integrity, transparency and accountability.Earlier in the year, reports indicated that the Nigeria Police Force filed charges against two individuals in connection with alleged online activities directed at the bank.The case, filed under Nigeria’s cybercrime laws, is seen as part of efforts to address issues related to online conduct, misinformation and digital activities affecting institutions.The development has attracted public interest, alongside broader discussions around customer experiences and service delivery within the financial services sector.