The Bank Customers Association of Nigeria (BCAN) has voiced significant concerns to the Central Bank of Nigeria (CBN) regarding the pervasive issue of unauthorized charges being deducted from customers' accounts. This concern was particularly highlighted by BCAN President, Uju Ogubunka, during the 2025 Artificial Intelligence (AI) conference, themed "Power of AI: Enhancing Efficiency and Customer Satisfaction for Better Financial Services Experience." Ogubunka emphasized that despite numerous petitions and complaints lodged with various regulatory bodies and mediation centers, true customer satisfaction is largely absent in the Nigerian banking system. He strongly advocated for the adoption of artificial intelligence as a potent solution to address these deep-seated customer service deficiencies.

A major point of contention has been the shift to an end-user charging model for Unstructured Supplementary Service Data (USSD) services, where charges are directly subtracted from bank account balances. BCAN had previously criticized this practice, asserting it fell outside the scope of charges authorized by the CBN. This issue is part of a larger, long-standing dispute over unpaid USSD fees, which had been accumulating since 2019 and reached over ₦200 billion by late 2024. Banks were deducting these fees from customers' accounts but failing to remit them to the telecom operators, leading to threats of service disconnection. Following interventions from the Nigerian Communications Commission (NCC) and the CBN, the dispute is largely resolved.

Telecom companies have confirmed a recovery of approximately 95% of the outstanding USSD fees, with only three banks remaining on structured repayment plans. This resolution paves the way for the widespread implementation of a new end-user billing model, wherein the ₦6.98 USSD fee for a 120-second session is now deducted directly from customers' airtime balances. This model introduces greater transparency, as users are prompted to opt-in directly before the charge is applied, ensuring that telecom operators receive their due payments. While the end-user billing is optional, banks that have fully cleared their debts can choose to continue with the old corporate billing method, provided they commit to prompt remittances. This development is particularly beneficial for millions of Nigerians in rural areas where internet access is limited, and USSD remains the primary means of accessing banking services.

Johnson Chukwu, the keynote speaker at the AI conference, further elaborated on the transformative potential of AI in the financial sector. He highlighted its capacity to automate consumer credit, explaining how AI can analyze extensive data, including income levels and spending patterns, to quickly approve loans based on individual consumption profiles. AI also promises enhanced personalization, enabling banks to treat each of their millions of customers as a unique individual, recognizing their specific needs and preferences. Furthermore, AI's ability to process vast amounts of data can significantly expedite complaint resolution, allowing machines to quickly identify and address customer issues. Chukwu outlined "seven C's" crucial for AI implementation: Capacity, Capability, Collaboration, Creativity, Cognition, Continuity, and Control. He concluded with a stark warning: companies that fail to embrace AI will not only become uncompetitive but also risk obsolescence in the near future, emphasizing AI's role in defining the future of human engagement and interaction.