Augustina Okafor, an Enugu-based retiree, has narrated how the United Bank for Africa (UBA) failed to resolve a failed PoS transaction of N39,400.

Speaking with FIJ, Okafor said the amount was deducted in tranches of N12,000 and N27,400 on February 28 and March 4 respectively.

“On February 28, I went to a PoS shop to withdraw some money,” Okafor told FIJ.

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“After the agent initiated the transaction, the feedback was that ‘the transaction could not be completed’, but it debited my account.”

The retiree said when she needed to withdraw subsequently, she went to a different PoS point but witnessed a repeat of the incident.

“On March 4, I returned to another PoS shop to withdraw because I was stranded,” she said.

“Unfortunately, I faced the same situation. The transaction was unsuccessful, but N27,400 left my account.”

She stated that she became worried and reached out to the bank via their handle on Twitter but it seemed UBA was playing a game not to refund.

“After the two failed transactions, I reached out to UBA’s support team but I could perceive they were stalling and using delay tactics,” she said.

“There is a combination of incompetence and negligence. First, they promised to refund in five days, and then seven days. They defaulted both times and wouldn’t reverse the failed transaction.

“The little pension funds I had been using to manage myself is what UBA is holding on to.”

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FIJ sent an email to UBA on Friday for comments but was yet to receive a response at press time.

On Twitter, the bank apologised for the error, requested the customer’s details and stopped responding afterwards.

“We sincerely apologize for any unpleasant experience encountered in this instance. Kindly provide your account number, mobile number and e-mail address to enable us review and assist you appropriately,” the bank wrote.