Clients decry Ecobank’s poor services; management refutes allegations

Ecobank South Sudan clients express frustration with poor service provision, facing delays and difficulties in opening bank accounts

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Some new and potential clients of Ecobank South Sudan, a branch of the regional pan-African banking conglomerate, are accusing the financial institution of providing poor banking services in Juba.

Agok Wel, an alleged client of the said bank, took to Facebook today to express the disappointment and dissatisfaction he encountered while opening his personal bank account with Ecobank.

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Wel claims he visited the Koita complex, one of Ecobank’s two Juba branches situated at Hai Amarat, last month to open a personal bank account, but encountered many difficulties that took him more than a month to create the bank account.


“On January 17, 2024, I visited the Koita/Amarat branch to open a personal bank account. To my surprise, I was informed that all the photocopier machines were out of order and was asked to go outside and make copies of my IDs elsewhere. I complied and returned the following morning (January 18, 2024) with the necessary documents. The staff member reviewed my application and validated all the documents, assuring me that everything was in order and that my account would be opened within three working days. I accepted this and left,” Wel expressed in a Facebook post.

Agok said that when he eventually visited another branch of the bank and explained his situation, the branch manager of that particular place contacted the Koita Complex branch to inquire about the account, and it was only then that they began the process and immediately received a text message confirming that his account had been successfully opened.

He said, “Today (February 27, 2024), I visited another branch and explained my situation. They contacted the Koita branch (the most poorly run bank branch in the whole world) to inquire about my account. It was only then that they began processing the account opening. Finally, just now, I received a text message confirming that my account has been opened – yes, 5 weeks later.”

Gaaniko, a new client of the bank, told Talk of Juba that he applied to have a bank account last week, but till now he is struggling to have a bank account with Ecobank. He said when he visited the bank to follow up with his account, he was told to wait till the end of the week.

Gaaniko doubts if his account will be activated this week. “I applied last week, and I was told they would send me an SMS to show that my account has been created, but it has been more than a week now, and I have not received any alerts from the bank. I just came back from the bank, and they still asked me to be patient. This thing might even take a month,” he expressed.

When contacted about the allegations, Ecobank’s Operation Manager at Koiti Complex, Yaya Deng, dismissed the allegations, saying these are only claims from a few individuals who might not have been following up with the process. For Deng, the normal account opening process takes only 2-3 days, or a week if delayed.

“No, this is just an allegation from individuals. Our normal bank account opening process takes only 2-3 days. If there’s a delay, it is a rare case. So, those complaints from our clients are just allegations,” he clarified.

In 2021, some clients complained of poor customer service and the conditions of the ATMs of the same branch. Some who spoke to Talk of Juba, claim that they were forced to wait for hours on the line to make a cash withdrawal or deposit.

Ecobank, whose official name is Ecobank Transnational Inc. (ETI), is a pan-African regional banking conglomerate operating in more than 30 African countries, including South Sudan.

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