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Opay Faces Backlash from Dissatisfied Customers over Unresolved Card Disputes

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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.

Opay Faces Backlash from Dissatisfied Customers over Unresolved Card 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.”

 

Credit: Thisday

 

 

 

 

 


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E-Financial

Fidelity Bank Renovates Nasarawa PHC Clinic, Donates Water Facility

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As part of its Corporate Social Responsibility (CSR) initiatives, leading financial institution, Fidelity Bank Plc, has renovated the Primary Healthcare Clinic along the Workers Village in the Tudun Amba Community of Lafia Local Government Area of Nasarawa State.

The bank also provided water facilities to ameliorate issues of water scarcity being experienced in the community in recent times.

Speaking at the inauguration ceremony, the Divisional Head, Brand and Communication Plc, Fidelity Bank, Meksley Nwagboh, said the dignity of every human person is a shared responsibility. The bank decided to embark on the project as a means of improving the living condition of people in the community and as part of the bank’s social responsibility to its host community.

Expressing gratitude to the leadership of the community for giving the bank the opportunity to execute the project, Nwagboh said, “What we are doing today is not different from what we have been doing in communities, local governments and states across the country over the years. As a socially responsible organisation, we take it upon ourselves to impact our host communities positively through developmental initiatives such as these.

“On behalf of the management and staff of Fidelity Bank, I want to say thank you to everyone who made it possible for us to touch the lives of the people positively in this community and we remain committed to playing our part in helping individuals grow, thrive and prosper”.

On his part, the Honourable Commissioner of Health, Nasarawa State, Gaza Gwamna, while commending Fidelity Bank for the donation of a water facility and the renovation works at the Primary Healthcare Clinic, reiterated the state government’s commitment to continue to support commercial banks to boost the economy of the state.

The Commissioner who was represented by the Permanent Secretary of the ministry, John Damina, further called on the Nasarawa State Primary Healthcare Development Agency to utilise the upgraded facility with care to encourage the bank and other private investors to continue to support the less-privileged people of the state.

“I want to use this opportunity to call on the management of the NAPHDA to ensure proper utilization of this facility for the good of the host community and beyond. This will go a long way in encouraging other private sector players to extend the same gesture to other communities in the state,” he said.

Ranked as one of the best banks in Nigeria, Fidelity Bank is a full-fledged customer commercial bank with over 8.5 million customers serviced across its 251 business offices in Nigeria and the United Kingdom as well as on digital banking channels.

The bank has won multiple local and international awards including the Export Finance Bank of the Year at the 2023 BusinessDay Banks and Other Financial Institutions (BAFI) Awards, the Best Payment Solution Provider Nigeria 2023 and Best SME Bank Nigeria 2022 by the Global Banking and Finance Awards; Best Bank for SMEs in Nigeria by the Euromoney Awards for Excellence 2023; and Best Domestic Private Bank in Nigeria by the Euromoney Global Private Banking Awards 2023.


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NDIC Gets Court Order, to Wind Down 96 Microfinance, Mortgage Banks

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Nigeria Deposit Insurance Corporation (NDIC) has said that it has obtained Winding up Orders for 96 out of 183 microfinance and primary mortgage banks whose licenses were revoked by the Central Bank of Nigeria (CBN) in May 2023.

NDIC Gets Court Order, to Wind Down 96 Microfinance, Mortgage Banks

Bello Hassa, managing director, NDIC, stated this at a sensitisation seminar for Judges of the Federal High Court in Lagos organised by the NDIC, to enlighten the judiciary on the intricacies of the banking industry.

Hassan said, “As at date, the Corporation had obtained Winding up Orders for 96 out of 183 Micro Finance and Primary Mortgage Banks whose licenses were revoked by the CBN in May 2023, in less than one Year of revocation.”

He added that the NDIC was committed to fulfilling its mandate of protecting depositors through bank supervision, failure resolution and liquidation so as to boost confidence in the financial system.

Speaking on the role that the judiciary plays in the fulfillment of the mandate, Hassan said, “We recognise the judiciary as one of our critical stakeholders. With this, when cases are brought before them, they can receive accelerated hearing and proclamation of Justice.”

Citing some of the achievements from previous editions of the seminar, Hassan said that instances where liquidation-related litigations experienced delays were reduced.

 

 

 


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CBN Finally Makes U-turn, Withdraws Circular on Cybersecurity Levy

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Central Bank of Nigeria (CBN) has withdrawn its earlier circular directing financial institutions to implement the national 0.5 per cent cyber security levy after the policy was largely resisted.

CBN Finally Makes U-turn, Withdraws Circular on Cybersecurity Levy

The withdrawal of the circular was announced via a statement signed by Haruna Mustafa, director, Financial Policy and Regulation, Department and Chibuzo Efobi, director, Payment System Management Department.

The apex bank confirmed the suspension in a circular issued on May 17, 2024 with reference number PSMD/DIR/PUB/LAB/017/005 addressed to commercial banks, mobile money operators, and other financial institutions.

In an earlier circular issued on May 6, 2024 with reference PSMD/DIR/PUB/LAB/017/004, the bank mandated financial institutions to charge a 0.5 per cent levy on all electronic transactions.

President Bola Tinubu last week ordered the suspension of the National Cybersecurity levy.

 

 

 

 

 


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