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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

CBN Says OPay, Moniepoint, Others can Start Onboarding New Customers Soon

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Central Bank of Nigeria (CBN) has said that mobile money operators including fintech firms like OPay, Palmpay, Kuda Bank, and Moniepoint will resume the enrolment of new customers “in another couple of months”.

CBN Says OPay, Moniepoint, Others can Start Onboarding New Customers Soon

Olayemi Cardoso, governor, stated this on Tuesday at the 295th Monetary Policy Committee (MPC) of the apex bank in Abuja when the MPC jacked up interest rate from 24.75 per cent to 26. 25 per cent.

Cardoso, said the apex bank has engaged many of the players on the need to strengthen their operations.

He said to block money laundering and illicit flows, the apex bank brought up “remedial measures that will help that sector to tighten up on onboarding and even existing clientele base”.

“I am confident that as time goes on, and hopefully in another couple of months, all these will be something of the past and then you will see that sector going back into what they’ve been known to do before, but certainly with a very stronger regulatory framework,” he said.

In April, the apex bank stopped fintech companies from onboarding new customers, a move that has been seen as a clampdown on the financial sub-sector by the Cardoso-led CBN.

When asked why the apex bank took the decision, the CBN chief said reports that the CBN has decided to clamp down on fintech firms are “furthest from the truth”.

He said “the fintechs have not been singled out for any exceptional kind of treatment”, adding that the CBN remained proud of the exploits of fintech firms in the last number of year and the apex bank would continue to support and strengthen them.

“However, regulation is very critical in a sector that seems to have grown so incredibly rapidly,” Cardoso said, citing illicit flows within the sub-sector.

“More recently, we had course to take a deep dive look at the whole issue of illicit flows and money laundering particularly within the non-heavy regulated banking system and we all know some of the issues that came out with cryptos and some of the messages we put out after that, which of course, gave us some course to know that there is the need for heightened surveillance.”

He said the apex bank has had major handshake with security agencies to identify the places to tighten regulations and surveillance in the sub-sector.

Cardoso said, “For that reason, we were concerned with respect to how we saw the issue of anti-money laundering and illicit flows as they made their way within the various sub-sectors of the financial industry and we felt there was a need for us to take a breather and work with different players to strengthen regulations, not by any means to throw them out of business.

“Let me re-emphasise that as at this point in time, we have not revoked the licenses of any of the fintech organisations.”


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E-Financial

Flutterwave Refutes N11Bn Loss Due to Security Breach

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Flutterwave, African fintech company, has debunked allegations in the media that it lost N11 billion ($7.25 million) due to a security compromise.

Flutterwave Refutes N11Bn Loss Due to Security Breach

Flutterwave, led by Olugbenga Agboola, Nigerian tech millionaire has rejected accusations is the only Africa-focused Company to make CNBC’s 2024 Disruptor 50 List

In response to the avalanche of claims, Flutterwave said that it discovered suspicious activity on one of its customer platforms in April 2024. The corporation maintains that it aggressively prevented any loss of customer monies.

As a security precaution, Flutterwave will contact select customers to move their accounts and recommends that all customers implement multifactor authentication, 3D security, and IP whitelisting.

This recent incident raises security worries for the corporation, which accepts payments in over 30 currencies from 40 countries.

In March 2023, reports arose saying hackers stole N2.9 billion ($6.3 million) from Flutterwave. The corporation quickly rejected the charges, reaffirming its commitment to client fund protection.

Flutterwave was ordered by a Nigerian court to recover N19 billion ($12.5 million) for unlawful POS transactions that affected 6,000 accounts across 35 banks and financial institutions.

This came after a months-long inquiry into a technical malfunction that enabled the fraudulent transfers.

Agboola founded Flutterwave in 2016, and it has since been a forerunner in Africa’s ongoing payments revolution. The company, with headquarters in San Francisco and

Lagos, is a notable success story in the continent’s developing fintech sector.

Flutterwave entered the Rwandan and Egyptian markets in 2023, which was a golden year for expansion. It formed a strategic relationship with IndusInd Bank Ltd., a top Indian financial services provider.

The corporation announced a $50 million investment in the Kenyan market to secure an operating license.

These results highlight Flutterwave’s twin goals of transforming Africa’s payments ecosystem and developing a foothold in international markets.

In 2023, Flutterwave formed a strategic relationship with Microsoft, founded by Bill Gates and Paul Allen, American billionaires.

This effort intends to empower at least 10 million small and medium-sized firms (SMEs) across Africa, with a concentration on Nigeria.

The partnership harnesses the power of the fintech sector to boost economic growth and improve people’s lives by promoting financial inclusion.

This collaboration expands on the two companies’ current technological arrangement, which was signed earlier in 2023.


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E-Financial

CBN raises interest rate to 26.25%

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Monetary policy committee of the Central Bank of Nigeria (CBN) has raised the monetary policy rate (MPR), which benchmarks interest rates, from 24.75 percent to 26.25 percent.

This comes after Nigeria’s inflation rate rose to 33.69 percent amid the surge in food prices.

Olayemi Cardoso, CBN’s governor, announced the monetary policy rate adjustment at a news conference on Tuesday, May 21, during the committee’s 295th meeting in Abuja.

The monetary policy rate (MPR) is the baseline interest rate in an economy, which banks use to set their interest rates.

This is the third consecutive time the apex bank will be raising the benchmark rate this year. At the March MPC meeting, the benchmark rate had been increased by 200 basis points from 22.75 per cent to 24.75 per cent.


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