Customers unhappy with abrupt changes to National Bank of Malawi’s online banking service

Most of National Bank of Malawi (NBM) customers have been taken unaware of some changes to the Online Banking service in which it is reported that individuals have to re-register first as business accounts to access the facility.

National Bank has been a let down
National Bank has been a let down

While some received some communication to that effect, many did not and only learnt of the changes after enquiring as to why they were failing to access the service.

Posting on a social media Whatsapp group, one customer who is in the disapora asked: “Is anyone able to use the new National Bank online banking web portal? There is a vague a message about everyone needing to use the ‘Business Portal’ from now on. We did not get a warning of the change.”

Another, also in the diaspora, responded: “I was sent the customer info change form to complete and they wanted ID copy again. [Am] waiting  to be advised of reactivation.

“Just wondering, if this is an issue that’s affecting everyone, why didn’t they send out the communication with the forms to everyone instead of waiting for us to be querying one by one?”

Another offered an advice, saying they should try sending an email to NBM internet banking address ([email protected]).

“They will give you new login details. I was advised to change some few weeks ago when I enquired about interbank transfer which I couldn’t do from their retail portal. You will also have to compile your beneficiaries all over again,” she advised.

Another said: “I trust this all is for better service. With what you are saying I don’t even want to start the process.”

One customer just copied the letter he sent advising the bank to remove him from the internet banking service.

“I have come up with this decision because, since National Bank changed the platform, I have not benefited from the new system. Technically, the system is almost impossible to use and not user friendly.

“I have noted that every month I am paying for this service without benefiting from it. This email serves as an official advice to immediately remove internet service from my account with your Bank,” the customer wrote to the bank’s email, addressed as ‘To whom it may concern’.

When asked to explain if there was any official communication to the customers on the changes to the service and what customers should to register for the Business Portal for them to enjoy easy money transfers, the bank’s customer relation officer Annie Magola just acknowledged receipt of the quarries.

“Thanks for your questionnaire. I will get back to you,” Magola said on Friday, in response to the questionnaire sent midday of Tuesday, July 5 and she never came back to this reporter by close of business.

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5 years ago

It is not only the online banking service that NBM is failing but most other services because they have become complacent nowadays. They have acquired INDEBANK but they are failing to fully migrate Inde accounts to their system. In banking halls, you will always see long lines and out of three or four counters, only one or two have officers attending to customers. With high unemployment rate in Malawi, why cant they employ more staff, yet at the end of year they boost to have made billions in profits from the same customers they mistreat. NBM is a disgrace.

Patrick Phiri
5 years ago

National Bank has goofed. Luck it is in Malawi where customers do not take a service provider to task.
The platform is not user friendly. They did not communicate to its customers. You name anything in terms of business relation, they have completely failed.

5 years ago

Disgusting. I have always why Malawians are always used to mediocre service and treatment. Guess it’s that time to close my account

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