Opeoluwa Isaiah Olayinka, a trader living in Ogun State, has accused PalmPay of withholding his N15,200 since August 21, 2024, when a transaction at a filling station failed, KeepLoss understands.
Olayinka said that he was debited after attempting to pay for fuel with his PalmPay card, even though the transaction failed due to a dispense error. Two years later, he said, repeated calls, emails and complaints through the PalmPay app have yet to result in a refund.
“On August 21, 2024, I wanted to buy fuel at a filling station. While trying to pay for the fuel, I experienced a dispense error through my card. The transaction failed, but I was still debited,” he said.
REPEATED COMPLAINTS, NO REFUND
Olayinka said he contacted PalmPay several times after the failed transaction and was repeatedly assured that his money would be refunded.
“I made several efforts to recover the money, but all my attempts yielded no results. I called PalmPay several times about the issue. They promised to refund me but failed to do so,” he said.
“During one of our calls, they asked me to wait for 24 hours, with a firm promise that the money would be refunded within that stipulated time.”
He said the promised refund did not come, prompting him to contact PalmPay again through other channels.
“On November 28, 2024, I sent an email to them. Yet, there was neither a response nor a refund,” he said.
Olayinka added that he also lodged a formal complaint through the PalmPay app but said the complaint did not resolve the issue.
“Apart from calling them multiple times and sending emails, I also lodged a complaint on the PalmPay app about the transaction. Despite that, they didn’t refund my money.”
On Thursday, FIJ sent a WhatsApp message to Zainab Abubakar, PalmPay’s Public Relations Manager.
She responded the following day and said that she had escalated the issue.
“I have shared this with the team in charge. We will get back to you soon,” she said.
Over the years, there has been several reported cases involving failed transactions and unresolved refunds by Nigerian banks, including microfinance banks such as PalmPay and OPay.
FIJ
