When the towns get busy, banks must be ready

August and December are traditionally busy periods in Namibia. During these months, particularly in northern towns, people travel home, visit family and do their holiday shopping. Economic activity increases, and so does the pressure on banking services.

That pressure exposes a basic problem: having money in a bank account means little if customers cannot access it when they need it. The most important responsibility during peak periods should therefore be simple: the money must be available.

A customer may arrive at an ATM after waiting in a long queue, only to discover that the machine has no cash. Another may move to a different ATM and find that it is out of order. I do not think customers should suffer this way merely because they are trying to access their own money.

Cash remains necessary in everyday life. A person may need money for a taxi, a market vendor, a small shop or an urgent expense. Not every transaction can simply be replaced by electronic payment. When cash is unavailable, customers lose time, convenience and sometimes money.

banks already know where demand is highest. They have transaction data, historical records, salary and pension payment patterns, and information showing which ATMs regularly experience heavy use. They can identify machines that frequently run out of cash and locations where long queues develop.

Banks should therefore not wait for customers to complain before acting. If an ATM repeatedly experiences high demand during August or December, that demand should be anticipated. Plan cash levels accordingly, and service machines before problems arise.

Money availability must be the first priority.

An ATM must not only exist physically. It must have cash when customers need it. An empty machine during a peak period is, for all practical purposes, unavailable.

ATMs must be serviced on time and faults addressed quickly. If a machine breaks down, customers should not be left for hours or days hoping somebody will repair it. Banks should have effective monitoring and response arrangements, particularly during periods of exceptional demand.

Banking infrastructure should follow the people, not only traditional commercial centres. Where populations grow and customer activity increases, banks should assess whether additional ATMs or other cash-access facilities are justified.

Omafo is a clear example. People from surrounding areas increasingly move towards Oshikango to conduct business and access services. During busy periods, this can place additional pressure on existing facilities. I believe FNB and Bank Windhoek should consider providing ATMs in the Omafo area. This would give residents and surrounding communities more convenient access to their money while helping to reduce congestion in Oshikango.

Not every settlement needs a bank branch. But banking services should respond to demand. Where there is a growing population, economic activity and a clear need for access to cash, banks should be willing to consider practical solutions.

Namibia already has alternatives to traditional ATM withdrawals. Customers can use cards, mobile banking, cash-at-till services and other electronic payment facilities. I support the wider use of digital payments.

However, alternatives should not excuse poor cash availability. A customer who needs cash should not simply be told to use another service. The alternative must itself be accessible, functional and suitable for that customer’s circumstances.

Privacy must also be a priority. Customers should be able to enter their PINs, check balances and conduct transactions without worrying that someone standing behind them can easily see their information. Better positioning, adequate spacing, privacy screens and barriers can help protect customers.

Customers’ banking information is sensitive and should be properly protected. A PIN, account balance, and transaction details should not be exposed simply because an ATM is poorly positioned or lacks adequate privacy measures.

Reliable banking services also matter to the local economy. Taxi operators, informal traders, market vendors and small businesses depend on customers being able to pay. When people cannot access money, purchases may be delayed or abandoned, affecting economic activity.

Cash requirements

Banks should prepare before the queues begin, not after customers have already complained. They should examine transaction volumes, cash requirements, maintenance schedules, repair response times, ATM distribution and the availability of alternative payment channels.

Customer complaints should also be treated as useful operational information. If people repeatedly report that the same machine runs out of cash or remains out of service, the response should not simply be another apology. Banks should investigate and address the recurring problem.

This is not an attack on banks. Banks are essential to Namibia’s economy and play an important role in keeping economic activity moving. But customers should not be made to carry the burden of inadequate preparation when banks have the information and resources to plan.

We are moving towards a more digital economy, and that is a positive development. But the transition must be practical. Cash and digital payments should work alongside each other. Customers should be able to choose the method that suits their needs without being punished by unreliable access to their own money.

Namibian banks must approach this issue with a genuine sense of responsibility to the people who bank with them and the millions who depend on their services every day. It is simply not good enough to have ATMs in towns if those machines have no money when people need it, especially after bank branches have closed. An ATM that cannot provide cash when customers need it defeats the very purpose of its installation.

People deserve to enjoy their holidays, travel, visit different towns and have financial freedom without constantly worrying about whether they will find a functioning ATM or be forced to stand in long queues to access their own money. Long queues, empty ATMs, and inadequate cash availability can turn what should be an enjoyable visit into a frustrating experience. In some cases, travellers may even develop a negative impression of a particular town simply because they could not access basic banking services when they needed them.

I write this not merely as an observer, but as someone who has experienced this frustration personally. I know how it feels to need cash, find an ATM that doesn't work or has no money, and then have to move from place to place looking for a solution. It is frustrating, inconvenient, and frankly heartbreaking when a person suffers because a service they trust is not available when it matters most.

Banks must therefore do better. They have the technology, the data, and the resources to anticipate periods of increased demand and ensure ATMs are properly serviced and adequately funded. Customers should not have to pay the price for poor planning.

At the end of the day, banking is built around people. Banks exist because people trust them with their money and depend on them to provide essential financial services. That trust comes with a responsibility.

Banks must take their customers seriously, because without the people, there would be no banks. After all, they are because we are.

*My own personal opinions. Writing from Helao Nafidi Town - Ohangwena region.