Access Bank Plc, a subsidiary of Access Corporation, will undergo a major upgrade to its core banking system, Flexcube by Oracle, this weekend. This marks the second system upgrade in just four months, following a similar upgrade in October 2024.
The bank has warned customers to expect disruptions across its digital channels, including the Access Bank app, ATMs, and Internet Banking platform. However, the USSD code *901# will remain functional for transactions such as fund transfers, bill payments, and airtime or data purchases during the upgrade period.
While details of this round of upgrades remain limited, Access Bank has confirmed that its digital channels will be temporarily unavailable during specific hours. According to an internal memo, the bank’s branches will close early at 2:00 PM on Friday, February 21, 2025, with internal systems shutting down by 5:00 PM. Digital services will be unavailable on Saturday, February 22, 2025, from 2:00 AM to 3:00 AM, and again on Sunday, February 23, 2025, from 2:00 AM to 1:00 PM.
The ongoing upgrade of Access Bank’s Flexcube by Oracle system has been a two-year process aimed at enhancing the platform’s security, updating its performance, and introducing new operations. The upgrade is designed to address the growing need for improved security measures, given the bank’s vast customer database, and to enhance overall service delivery.
The Challenges of System Upgrades in Nigerian Banks
While system upgrades are essential for improving banking services, they often come with significant challenges. In Nigerian banks, these upgrades are a common practice, but they are notorious for causing disruptions, leaving customers frustrated. Typically, these upgrades span entire weekends, with many customers experiencing glitches in banking apps and online platforms.
In October 2024, for example, Guaranty Trust Bank (GTBank) completed a major transition to a new core banking system, Finacle, promising enhanced efficiency and better customer service. However, the rollout was met with numerous complaints, including missing funds and disruptions in service. Several customers reported discrepancies in their account balances, leading to confusion and frustration.
One such customer, Jabir Ibrahim, shared his experience of being unable to withdraw funds due to insufficient balance alerts, despite having enough money in his account. He also noted that he was not informed about the transactions leading to the missing funds. When Ibrahim reached out to GTBank’s customer service via X, he was told to exercise patience while the issue was being addressed.
These frustrations highlight the downside of system upgrades in Nigerian banks, with customers often bearing the brunt of the disruptions caused by these necessary but sometimes problematic transitions.
Unfortunately, the unresolved issues following GTBank’s system upgrade significantly impacted Jabir Ibrahim’s day-to-day activities, leaving him stranded while attempting to pay workers at his farm. Another user shared similar frustrations, complaining about irregular transactions, such as accounts being credited and then debited, or balances fluctuating unexpectedly. “We’re seeing strange activity—accounts getting credited and then debited, some with zero balances suddenly credited and then adjusted again. It’s raising serious red flags,” the user said.
In a similar vein, Access Bank is undergoing a core banking system upgrade from Flexcube by Oracle, aimed at enhancing customer service and system efficiency. However, with past upgrades causing disruptions, customers need to be prepared for potential challenges.
What Access Bank Customers Can Do
In light of the upcoming system upgrade, Access Bank has urged customers to take precautions to avoid inconveniences. Customers are advised to adjust their schedules to complete transactions outside the upgrade window. The upgrade is scheduled to occur from 2:00 AM to 3:00 AM on Saturday, February 22, 2025, and again from 2:00 AM to 1:00 PM on Sunday, February 23, 2025.
For safety, customers should avoid conducting transactions within 3 hours before or after the upgrade window. Alternative banking services, such as using other banks or fintech platforms, are also recommended during this period.
In case of emergency transactions that fall within the upgrade window, the USSD code *901# is available to facilitate transactions such as fund transfers, bill payments, and airtime purchases. This alternative ensures that customers can still carry out urgent transactions while avoiding the disruptions caused by the system upgrade.
