Business
Japa: How mass exit of specialised workers has exposed Nigerian banks
Also, rising network glitches and weaker digital channels have exposed banks to increasing activities of hackers.
Mr James Emeka worked in the marketing departments of three commercial banks for nine years before he finally left Nigeria for United Kingdom in search of greener pastures.
Five years after, he speaks on the worrisome japa syndrome, the term used to explain the mass exit of Nigerians in the country who are seeking better life in other countries.
He says, “Unfortunately, we that have acquired the training and work experience on the field know how it is out there, we are all leaving the country because of the bad economy and experiences without passing the baton of experience to the new entrants.
“What you learn in school is totally different from what you learn when you are working, that is what is called experience.”
Recruiting new people will change of lot of things in banking operations, he says.
Emeka identifies japa as one of the reasons for the huge non-performing loans in the banking sector.
Speaking on major effects, he says, “It is going to change a lot of things. We have poor customer service, we have poor foreign exchange policies, there is no training because we did not handover to anybody; the banking sector is going backward. I spent over nine years in the banking sector, I left without giving the knowledge to people that were coming because I needed to go; nobody could stop me.
“Most of my customers complain they are no longer getting the best they used to get from me. For instance, I used to tell them ahead if there was going to be a change in forex policy, I let them know they need to do this and that. New workers coming in don’t really do that.
“Many of my customers were complaining that there was nobody to help them with loans. If you take a loan, I am not just going to leave you like that; I am still going to research into the business you want to invest in. You will be truthful to me because I am your banker, and I need to know that business you want to invest in. I will go the extra mile to research into the business you want to invest in and tell you these are my findings, the benefits and the challenges.”
According to him, 97 per cent of those he helped to secure loans repaid successfully because he was passionate about helping them to succeed, and helping the bank to make profit.
He says, “I was doing most of the ground works for them, but now, most of the people just want to borrow money without researching about the investment. The banks are not building strong customer relationship and confidence; they just want the loans out there and get their profits. That is why you see that at the end of the day, most of the loans end up going bad.”
Nigerian banks’ non-performing loans hit N1.32tn as of the end of April 2023, according to figures obtained from the Central Bank of Nigeria.
The CBN, in 2020 released the GSI guideline to reduce non-performing loans in the banking sector and monitor consistent loan defaulters among others.
According to the CBN, the GSI allows the banks to recover the outstanding principal and interest upon default from any account maintained by the debtor across all financial institutions in Nigeria.
The banking regulator says the non-performing loans were reduced due to the enforcement of GSI, and the writing off of some bad loans in the banks’ financial records.
However, it has been increasingly observed that the continuous exit of competent hands and specialised workers in the banking sector is affecting all areas of banking operations including IT services.
Failed transactions
Many bank depositors have continued to lose their hard-earned funds to failed transactions. Unfortunately, these funds are often not refunded after several complaints to the banks.
A trader, Tosin Ayoade, says, “I made an online payment worth N43,500 with my debit card; my account was debited but the merchant said the payment was not received. Again, I used my debit card to pay for N10,000 fuel through a PoS at the petrol station, I was debited but the petrol station printed a failed transaction receipt for me.
“On these transactions, I have called my bank several times, and went to two different branches of the bank to lodge complaints but the monies were not reversed. I escalated the complaint to the Central Bank of Nigeria’s complaint channel but I still did not get a refund.”
Speaking on challenges of failed transactions and scams in the banking sector, Julius Ohai, a former banker now in the United States of America, attributed huge failed transactions in the banking sector to high staff turnover in the IT department.
He says, “Many of the staff in the IT sector don’t stay on the job for a long time. As the banking sector in Nigeria seeks to grow and emulate what other countries are doing, the mass exodus of key IT staff is a major downside.”
While only a few displeased bank customers with large amounts take the extra step to approach the banking sector’s tribunal for redress, most customers are being cheated because they are not willing to go through the long path to get justice.
No fewer than 2,281 displeased banks’ customers lodged complaints to the Ethics and Governance Directorate of the Chartered Institute of Bankers of Nigeria, claiming N377.6bn and $428.7m refunds, respectively, since the inception of the directorate till the end of 2022, according to figures obtained from the institute.
The CIBN notes that as of the end of 2022 financial period, 2,241 complaints had been resolved, while N34.12bn and $19.48m refunds were awarded on resolved claims since the inception of the sub-committee.
A former bank worker, Charity Balogun, worked in the IT and audit departments of a commercial bank for 16 years before she relocated to Canada.
“Many complaints are not responded to because most of the experience hands have exited the banks, especially those in the IT departments, so the applications are left in the hands of people doing trial and error,” she says.
Hackers
The Director of Payment Systems Management of the Central Bank of Nigeria, Musa Jimoh, who is also the chairman of Nigeria Electronic Fraud Forum, said the banking sector recorded N9.5bn electronic fraud during the first six months of 2023.
A bank customer, Dupe Babatunde, says, “My online banking app was not working again so I went to my bank to complain. I was given a form to fill which I did. When I got back home, I got an email which I thought was from the bank and responded to it because I just came back from the bank.
“Later, a call came and I responded. The person asked me many questions that I should not have responded to but I did because I just left the bank. Unfortunately, my money was cleared from my account and the bank denied any involvement. But, why did the mail come after I left the bank,” she queries.
She is just one of many bank customers whose accounts have been hacked by fraudsters. While many customers have been able to outsmart hackers, several others have become sceptical about using the banks’ epayment channels.
For instance, a former President, Association of National Accountants of Nigeria, Dr Sam Nzekwe, says, “These boys outside the banks who are involved in IT are very clever; they are busy every now and then, trying to break into the banks’ systems because they have learnt so much. I also see that some of the banks’ staff members are part of it.”
Speaking further, he says, “I don’t use ATMs. The reason is that I went to collect a debit card from a bank on a Friday. I had not yet activated it, I planned to activate it on Monday. Before I got home, I started getting emails asking me for my details.
“I did not respond to the emails, but I went back to the bank on Monday. When I told the bank manager about all the emails I received, he was glad I did not respond to them because according to him, the emails were not from the bank. But how did the hackers know that I just left the bank?”
According to a former bank worker, Kazeem Ibrahim, the banking sector is breeding many disgruntled workers who readily compromise customers’ accounts.
He says, “Back in the days when I was in the banking sector, most of us were permanent staff. As a permanent staff, there are a lot of entitlements that we get so because of that, we kept the oath of secrecy of customers. But now, if you notice in the banking sector, contract staff are on the rise.
“Most of the bankers are contract agents who are often paid meagre salaries. So, these workers are the ones giving customers’ details to hackers.”
According to him, contract staff are not treated well and, as such, become very easy to compromise on the job.
Ibrahim says, “Banks have contracted most of these jobs to third-party companies. Can you imagine somebody working in a bank in Nigeria and getting a salary of N50,000 or N40,000 at the end of the month? They would not care to do anything they can to make extra money. So, they are the ones giving customers’ details to hackers. So, they connive with hackers to defraud bank customers.”
He says he left the banking sector 10 years ago, when full-time workers were prevalent in the banks.
“Then, we were well paid, we tried to protect our work, when people approach you, you say no. But now, even if you spend 20 years there, you are not entitled to anything, you just go. You will be ready to accommodate any fraudulent means to make more cash.”
Though he was well remunerated when he was still in Nigeria’s banking industry, he adds, he had to leave the country because of several challenges, especially the deteriorating economy and rising insecurity.
According to him, “The best decision I have made in my life is relocating to the UK because things are better now. They appreciate my value compared to the uncertainty you get at work in Nigeria, not knowing what is going to happen next.
“I left around 2013 and I was earning around N750,000 per month. Hearing now that some bankers are being paid N50,000 in 2023 is worrisome. I can tell you now that I am earning about 10 to 20 of that; more so, I am doing something that I like doing. I work in the engineering sector now and I am working from home. I only go to work once in a while, in short, it is the best decision that I have ever made.”
Independent petroleum marketers on Monday pushed for the restoration of importation rights and projected that the pump price of Premium Motor Spirit, popularly called petrol, could fall below N800 per litre as the Federal Government intensified efforts to force down the cost of petrol.
The development came as the Federal Government met with major operators in the downstream petroleum sector, including representatives of the Dangote Petroleum Refinery, over what it described as the disconnect between falling global crude oil prices and the relatively high pump prices of petrol in the domestic market.
The stakeholders’ meeting on cost-reflective pricing of PMS, held at the headquarters of the Nigerian Midstream and Downstream Petroleum Regulatory Authority in Abuja, brought together the Federal Competition and Consumer Protection Commission, the Independent Petroleum Marketers Association of Nigeria, the Major Energy Marketers Association of Nigeria, the Depot and Petroleum Products Retailers Association of Nigeria, the Depot and Petroleum Products Marketers Association of Nigeria, the Nigerian Association of Road Transport Owners, and other major operators in the sector.
Also in attendance were chief executives and representatives of TotalEnergies, Eterna Plc, Matrix Energy Group, officials of the NMDPRA, and delegates from the Dangote refinery.
Petrol prices have remained a major source of hardship for households and businesses in Nigeria, with pump prices surging following the spike in global crude oil prices triggered by tensions in the Middle East, particularly between Iran and the United States.
Although crude prices have moderated after diplomatic efforts eased the tensions, the reduction has yet to be fully reflected in domestic petrol prices, prompting the Federal Government to convene a stakeholders’ meeting aimed at driving a fair reduction in pump prices.
The National President of the Independent Petroleum Marketers Association of Nigeria, Abubakar Maigandi, urged the government to permit independent marketers to import petroleum products directly, saying greater competition would ultimately reduce prices.
Maigandi also called for support for local refineries, particularly the Dangote Petroleum Refinery, while stressing the need to allow marketers to import products whenever necessary.
“Our major concern is that if products are to be distributed, let IPMAN buy products directly from the Dangote refinery and then, if we request importation, let IPMAN import by themselves. What we are trying to encourage is our local refinery. Let the government allow the local refinery to function properly and assist those who intend to refine products too,” he said.
The IPMAN president assured Nigerians that independent marketers were prepared to slash petrol prices significantly and projected that pump prices could fall below N800 per litre under the right market conditions.
“The price of the product is coming down bit by bit. Even when the price was increased, it was not increased at the same time. Likewise, now, as the price is coming down, we too are bringing the price down. If you check prices all over the country, you will see that independent petroleum marketers are reducing their prices gradually. Presently, we have reduced by N125 per litre nationwide,” he stated.
Miagandi added, “At any time when there is a reduction in price, we are ready to reduce the price to even below N800 per litre, not even N900. It depends on the way we buy the product from the private depot owners and the Dangote refinery.
“I thank God that the Dangote refinery has accepted independent petroleum marketers to start purchasing products directly. It is a plus, and very soon the populace will see the change in terms of price.”
The renewed push for importation comes amid an intense pricing battle in the downstream sector following the commencement of large-scale production at the Dangote refinery and the deregulation of the petrol market.
Speaking to journalists after a closed-door session with the stakeholders, the Minister of State for Petroleum Resources (Oil), Senator Heineken Lokpobiri, said the government remained concerned that current petrol prices were not reflective of prevailing crude oil prices in the international market.
According to him, the government had engaged marketers in frank discussions aimed at ensuring that the reduction in global crude prices translates into lower pump prices for Nigerians.
Lokpobiri said, “The engagements are ongoing. We had very fruitful and frank discussions with the marketers and the leaders of the downstream sector of the petroleum industry with a view to driving down the price of PMS.
“My own opinion is that the petrol prices are not cost-reflective; they are not reflective of the cost of crude oil. But the marketers are also saying that crude oil prices are still high.
“In fact, somebody told us right there that the crude oil price for a month is still over $90 per barrel. But we are saying that when Brent crude was over $118 per barrel, the price was rapidly going up. Now that the price has come down drastically, why has petrol not come down correspondingly? That is a worry.”
The minister said the government had communicated the concerns of consumers to operators and directed them to return with practical measures that would lead to lower petrol prices.
“We have said that these are the issues of concern to the government. They have also said they will go back and think about what they can put together with a view to addressing the issue of the high cost of PMS that is not reflective of the price of crude in the market.
“We told them the concern of the Nigerian consumer, and they have also said they will go back and think of what concrete steps can be taken with a view to ensuring that the price drops,” he stated.
On when Nigerians should expect a reduction in petrol prices, Lokpobiri said discussions were still ongoing and declined to give a deadline. “As we called you today, we will call you as soon as possible. But the important thing is that discussions are ongoing,” he added.
Before the closed-door meeting, Lokpobiri warned petroleum marketers against using profits from previously acquired expensive fuel inventories as justification for maintaining high petrol prices, insisting that the benefits of lower replacement costs must be passed on to consumers.
The government said the continued disconnect between falling international crude oil prices and domestic petrol prices had become a source of concern, warning petroleum marketers against sustaining high pump prices of Premium Motor Spirit despite declining global crude prices and insisting that Nigerians should enjoy the benefits of lower replacement costs in a deregulated market.
The Dangote Petroleum Refinery exported about 466,000 metric tonnes of jet fuel to Europe in June, valued at an estimated ₦757 billion, surpassing shipments from the United States and becoming Europe’s largest supplier during the month.
According to an S&P Global Commodity Insights market report, Nigeria’s jet fuel exports to Europe rose sharply from 232,000 metric tonnes in May to 466,000 metric tonnes in June—the highest monthly volume since the country became a net exporter of aviation fuel in 2024 following the commencement of production at the Dangote refinery.
The June shipment is equivalent to about 582.5 million litres of aviation fuel. At an estimated domestic value of ₦1,300 per litre, the exports are worth approximately ₦757.25 billion.
In contrast, US jet fuel exports to Europe declined significantly, dropping from a record 818,000 metric tonnes in April to 560,000 metric tonnes in May, before falling further to 399,000 metric tonnes in June, leaving Nigeria as the continent’s biggest supplier during the period.
A trader attributed the oversupply in the European market to increased shipments from both Dangote and the US.
“Jet fuel is oversupplied because of high local refinery production. Refineries delayed maintenance to benefit from high prices. The US and Dangote also shipped large volumes. Some flows are also resuming through the Suez Canal from the UAE,” the trader said.
The report noted that the European jet fuel market turned increasingly bearish after prices retreated sharply from the highs recorded during the recent Middle East conflict.
According to Platts, part of S&P Global Commodity Insights, the Northwest Europe jet CIF cargo assessment for July fell to $981.75 per metric tonne on June 30, down from a record $1,694.25 per metric tonne recorded on March 30. The August contract also declined from $1,507.50 to $968.25 per metric tonne over the same period.
Analysts said Europe could receive even more jet fuel supplies in the coming months as the East-West arbitrage remains favourable, encouraging exporters in the Middle East and India to ship cargoes westward.
Although no jet fuel shipments arrived from the United Arab Emirates and Kuwait in June, exports from Saudi Arabia increased to about 106,000 metric tonnes, up from 7,000 metric tonnes in May. Exports from India also rose from 129,000 metric tonnes to 197,000 metric tonnes.
Despite the current oversupply, traders told Platts that market conditions would largely depend on developments in the Strait of Hormuz, the recovery of Middle Eastern refineries affected by recent conflicts, stronger summer travel demand, and refiners’ decisions to prioritise diesel production over jet fuel.
Meanwhile, data from the Nigerian Midstream and Downstream Petroleum Regulatory Authority (NMDPRA) showed that the Dangote refinery exported about 1.66 billion litres of refined petroleum products in April 2026.
The exports included 513 million litres of petrol, 534 million litres of diesel, and 615 million litres of aviation fuel, highlighting the refinery’s growing role in supplying both domestic and international markets.
Dangote Refinery remains Nigeria’s only major refinery currently producing refined petroleum products at volumes sufficient for local consumption and export. Rising output has also made Nigeria a net exporter of petrol for the first time in decades, reinforcing the country’s emergence as a major refining and petroleum export hub in Africa.
Findings by our correspondent showed that some filling stations now sell petrol below N860 per litre, while Dangote partners, such as MRS, Heyden, and others, sell at N865 or N875 in Lagos and Ogun States.
A filling station named SGR in Ogun State reduced its price to N847 per litre as of Tuesday. Marketers confirmed to The PUNCH that most importers have reduced their ex-depot petrol prices below that of the Dangote refinery.
As of Tuesday, it was learnt that Dangote refinery was selling petrol at N820 per litre while some depots sold the product at N815 per litre. According to Petroleumprice.ng, Aiteo, Menj and others put their prices at N815/litre as of Tuesday.
Our correspondent learnt that the importers were making efforts to remain in business through competitive pricing. Many had previously complained of recording losses when the 650,000-barrels-per-day capacity Dangote refinery began implementing constant price cuts earlier this year.
The National Publicity Secretary of the Independent Petroleum Marketers Association of Nigeria, Chinedu Ukadike, confirmed the ongoing downward price review by the importers.
“Depot owners are dropping their petrol prices. Some of them are selling N815, some are selling N817, while Dangote is selling N820. NNPC is still selling at N825; it has not dropped its prices yet,” Ukadike disclosed.
He described this as the beauty of market liberalisation, saying President Bola Tinubu should not heed calls to ban fuel importation.
“This is the beauty of the liberalisation of the market. That is why we opined that the President should not ban anybody from importing petroleum products. Nobody should be stopped from bringing in petroleum products. That is the beauty of opening up the market. Implementation and local refining will checkmate unfair pricing. As an indigenous country, you must refine to ensure that you have the best price,” Ukadike said.
On claims that toxic and substandard fuels are being imported into the country, the IPMAN spokesman said the Nigerian Midstream and Downstream Petroleum Regulatory Authority is in place to check substandard fuels.
To remain viable, he urged governments across Africa to take deliberate steps as the United States, Canada, and the European Union have done to protect domestic producers from what he called unfair competition.
Dangote did not mince words when he said that the Nigeria First policy announced by Tinubu should apply to the petroleum products sector. “The Nigeria First policy announced by His Excellency, President Bola Tinubu, should apply to the petroleum product sector and all other sectors,” he stated.
This request by Dangote seeks to place a ban on the importation of petrol, diesel, and other products being produced locally. He argued that local refiners were finding it difficult to sell their products because of what he called dumping. The billionaire businessman alleged that importers were dumping toxic fuel that would never be allowed in Europe.
“And to make matters worse, we are now facing increased dumping of cheap, often toxic petroleum products, some of which are blended to substandard levels that would never be allowed in Europe or North America,” he said.
Dangote mentioned that some importers bring subsidised fuel or crude oil from Russia into Nigeria. This, he said, affects local pricing, forcing refiners to lower their prices below production cost.
“Due to the price caps on the Russian petroleum products, discounted petroleum products produced in Russia or with discounted Russian crude find their way to Africa, severely undercutting our local production, which is based on full crude pricing. This has created an unlevel playing field in most African countries. Petrol and diesel are sold for about a dollar net of taxes.
“In Nigeria, due to this unfair competition, this price is just about 60 cents, even cheaper than Saudi Arabia, which produces and refines its own oil. This is due to the fact that we are having too much dumping. To remain viable, we urge the governments across Africa to take deliberate steps as the United States, Canada, and the European Union have done to protect domestic producers from unfair competition,” he stated at a recent event organised by the Nigerian Upstream Petroleum Regulatory Authority in Abuja.
However, marketers disagreed with Dangote, urging the Federal Government not to consider adding petroleum products to the list of items banned from importation under the ‘Nigeria First’ policy.
… Govt set to develop tourist sites
… Work starts on Nnamdi Azikiwe Stadium, Awgu Games Village in earnest
The Enugu Air, CNG Mass Transit Programme, and the ultramodern transport terminals all built from scratch by the Governor Peter Administration are to be launched for operation before the second anniversary of the government.
The government has also approved the development of the state’s tourism industry, while total transformation of the Nnamdi Azikiwe Stadium and Awgu Games Village will start in June to get them ready for the National Sports Festival to be hosted by the state in 2026.
These were made known by the Commissioner for Transportation, Dr. Obi Ozor; Commissioner for Culture and Tourism, Dame Ugochi Madueke; Commissioner for Works and Infrastructure, Engr. Gerald Otiji; and Commissioner for Youth and Sports Development, Barr. Lloyd Ekweremadu after the State Executive Council meeting at the Government House, Enugu, at the weekend.
Briefing Government House Correspondents, Ozor said, “We are starting off with the initial three aircraft and two of the aircraft are already on ground. The third one will be on ground by the end of this month. We are hoping to start the commercial operations before the second year anniversary of this administration.
“You have also seen buses for the mass transit programme across the state. 50 of them are already parked at Okpara Square, and an additional 50 will be joining that fleet in the next few weeks. The 100 of them will be going into commercial operations before the end of this month, which is the second year anniversary.
“Also, the bus terminals, two at Holy Ghost, one each at Gariki, Abakpa and Nsukka, will also be commissioned and go into commercial operations before the 29th of May, this year.”
He added that the government planned to bring in the electric and CNG automotive manufacturing plant into Enugu as well as launch in the next 150 days the Enugu Smart Transport Programme, which would see to the injection of over 2,000 electric vehicles.
Also briefing newsmen, Dame Madueke said funds would be invested in the tourism industry in phases.
“We are going to have it in phases. For the first phase, we are having Awhum Waterfall, Nsude Pyramid where we are going to have the first canopy walkway in the South East. It measures about 600 metres, which will actually be the longest in Nigeria.
“We also have Ngwo Pine Forest where we are having the first zipline in Nigeria. The zipline will measure about 300 metres. In the same Ngwo, we will have a big rotunda and a smaller rotunda. We have the Cross of Hope to be located at Okpatu. The Cross of Hope will be sitting 580 metres above sea level and the cross itself will measure about 50 metres, making it a total of about 630 metres above sea level. The cross will have about 15 floors with a lift.
“At Awhum Waterfalls, we are going to have another canopy walkway and a boardwalk to preserve the ecosystem.
“We equally have the Akwuke/Atakkwu Waterpark and Ovu Lake Golf and Resort at Akpawfu,” she stated.
She explained that all the tourist sites would have experience centres, food courts and renewable energy, adding that tour buses would soon arrive to ensure ease of movement of tourists.
Ahead of the 23rd edition of the National Sports Festival, Enugu 2026, Barr. Ekweremadu said the State Executive Council had equally directed the commencement of work both at the Nnamdi Azikiwe Stadium and Awgu Games Village not later than June.
“We also briefed the council on the progress made in establishing a Lab for Animation for young people in Enugu State, which His Excellency will be commissioning soon. The lab is ready.
“We are similarly working towards empowering over 2,100 young people across the state, who were trained around December last year. This empowerment will be coming up on the 12th of August, being the International Youth Day’” Ekweremadu concluded.
By Sabastine Gabriel
The Enugu State House of Assembly has taken steps to address the issue of dropped calls and customer dissatisfaction with telecom operators in the state.
During a plenary session on Tuesday, member representing Igbo-Eze South Constituency, Hon. Harrison Ogara raised concerns over the impact of poor telecom services, which he believes are financially harming consumers who pay for unreliable services.
Ogara highlighted that with over 219 million Nigerians subscribing to telecom services, the residents of Enugu State have been particularly affected by the erratic performance of these providers, leading to significant financial losses.
He proposed that the telecom operators, MTN, Globacom, Airtel, and 9 Mobile be summoned to provide explanations on how they plan to reimburse customers affected by dropped calls.
In addition to refunds, Ogara requested that the telecom companies present accurate subscriber data and evidence of their tax compliance with the Enugu State Government.
He urged the establishment of a committee that includes state officials to investigate the financial losses incurred by residents due to telecom inefficiencies, making the findings public and ensuring that refunds are issued where due.
“Mr. Speaker, distinguished colleagues, I rise draw your attention to the current epileptic services of the telecoms services providers in Enugu State which has resulted to huge loss of funds by our citizens. Not minding being a late entrant in the global system for mobile (GSM) market, Nigeria has obviously out paced many countries across when we take into consideration the market size and telephone usage.
“It is quite absurd and preposterous that even with the rapid growth of the sector and it’s consequential growth in consumer size, users of telecom services in Enugu State have continued to groan under the scorching pressure of abysmal performance in services,” he lamented.
Other assembly members echoed Ogara’s motion, expressing frustration over the operators’ poor service and high tariffs, comparing the situation to problematic billing practices seen in other utility sectors.
The member representing Nsukka West, Hon. Malachy Onyechi likened the telecome operators to EEDC that give consumers exorbitant estimated billing without rendering commensurate services.
On his part, while supporting the motion, Hon. Clifford One, representing Igbo-Eze North 2, said that the activities of telecom operators are like the banking services where one is debited yet transaction does not go through.
Earlier the House of Assembly passed into law the Enugu State Land Use Charge Second Amendment, House Bill 6, 2025 presented by Hon. Iloabuchi Aniagu, member representing Nkanu West Constituency into law.
To give room for accelerated passage of the bill, the Enugu State House of Assembly suspended Order 14, Rule 102 sub section 1 of the House Standing Order.
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