Opay Digital Services Limited has once again rendered its over 40 Million customer base stranded due to an unexplained application glitch, barely a month after customers complained of their funds disappearing into thin air.
Truetells Nigeria reports that several customers were embarrassed on Monday when their attempt to perform transactions failed repeatedly without any form of solution and explanation from the fintech company which prides itself as a company that gives freedom to make quick and easy payments.
Unfortunately, the company’s reputation to provide quick and easy payments proved otherwise following the inability of customers to make and receive payments. Some had to rely on other fintech apps like Moniepoint and Palmpay to execute their transactions.
‘’I went to bokku mart to purchase some goods and because I don’t have an ATM, I use my Opay always because it’s always been easy but I was embarrassed yesterday when the payment failed. I didn’t even see my transaction history but my account was debited. It was like disappearance of money’’, said a frustrated customer.
Another customer explained that his transactions were on pending for several hours when he tried to make payments after purchasing food items for his baby.
‘’My baby’s food finished and I thought of buying some at the supermarket on my way from work. I got there, picked what I wanted and proceeded to make payment but my transactions were pending. I initially thought it was network so I changed the line I was using for data. It was the same thing, I had to leave there to my house to get my ATM so that my baby will not starve.’’
It would be recalled that one month ago, customers experienced similar situation with Opay.
ead some tweets below
please explain why I say those money add up to my account and suddenly disappeared
https://x.com/psallo_tunes/status/1811851586412425220
”I made a transfer to an account, the money was debited twice but not credited to the account and I can’t even find the transaction in my Opay history. What’s going on!?”
”I don taya for Opay o I made a transaction and there was network error before I knew it my money was debited without any receipt to show for it. I’m getting tired of all this wey person dey try survive. Be like I go soon switch wallet to Palmpay”
”This is absolutely unacceptable! I transferred 10,000 to my Opay account, and to my greatest surprise, the amount has vanished without a trace. There is no receipt or transaction history available for this transfer.I demand a proper and immediate explanation for this.”
However, there has been no statement from the fintech company to explain the reason for this application glitch.
419: OPay Customers Teardown Their Office In Lagos Over Stolen Money From Accounts Unresolved Card Disputes (Video)
A microfinance bank, OPAY, yesterday, grappled with intense backlash after a customer, Okunola Akinropo, made waves in the aftermath of his visit to their offices to air his grievances over unresolved transaction disputes.
A bricklayer and disgruntled customer, Akinropo’s visit had escalated quickly into a gathering of irate customers, all echoing similar complaints.
But in a response to the mounting dissatisfaction, the OPAY management had acknowledged experiencing delays in resolving issues and assured customers of their commitment to resolving all outstanding matters.
The customer’s outcry, unfortunately, gained traction on TikTok, a social media platform, which accused OPAY of fraudulent practices.
He recounted an episode, where three weeks ago, he attempted to withdraw N190,000 from a fuel station, using his OPAY credit card, but the transaction was declined, prompting him to initiate a transfer, only to discover that he had already been debited.
He added that despite exhausting all available complaint channels, he received no response regarding the disputed transactions.
According to the Central Bank of Nigeria’s guidelines on customer resolution timelines, individuals are required to initially report any complaints against their bank at the respective bank branch, where the issue originated.
Subsequently, they should allow a period of two weeks for the matter to be addressed and resolved.
In a subsequent video, he reiterated that the issue remained unresolved.
“I would usually go to a fuel station to withdraw cash. On the 20th of March, we wanted cash of N190,000 so I used my OPAY ATM card to withdraw N191,000 as N1,000 would be charged to the petrol station,” he explained.
But when he lodged his complaint, he said several other customers at the branch were also experiencing similar issues, including delayed responses or unresolved transactions.
A representative of the bank, who preferred anonymity, acknowledged that while efforts were underway to address such concerns, some customers always escalated matters unnecessarily.
The representative said: “While we acknowledge the issues raised, it’s important to note that such challenges are not unique and are part of the ongoing process of managing customer resolutions.
“We are actively working to rectify the situation and assure our customers that their concerns are being taken seriously.”
However, in an official statement by the OPAY management, they addressed the circulating video on the social media and attributed delays in resolving card disputes to industry-wide challenges.
They reassured customers of their commitment to collaborating with stakeholders to expedite resolution and expressed gratitude for continued patience and understanding.
In the statement, OPAY stated: “Our attention has been drawn to a video circulating on social media, where some customers voiced concerns regarding card disputes. We want to clarify that these disputes are taking longer to resolve due to an industry-wide solution.
We are diligently collaborating with all relevant stakeholders to resolve the issues as quickly as possible and will provide swift update on the progress. We sincerely apologise for any inconvenience and deeply appreciate your continued understanding.”
