In 2020, one of the mid-level financial institutions in Nigeria, First City Monument Bank (FCMB), witnessed a surge in the number of complaints it received from its customers. The analysis of a document released by the lender showed that some of the outstanding complaints were from failed bill payments, dispensing errors on other bank terminals, excess charges, amongst others. Last year, many organisations, including banks, were forced to operate remotely and this made many residents of the country to carry out financial transactions with the use of technology, especially mobile phones. The use of phones to complete transactions meant that customers would be charged, while the Automated Teller Machines (ATMs) became more active because banks limited their operations at the banking halls.