Victoria Illo (not real name), an Anambra-based nurse, has accused Zenith Bank of refusing to refund her N104,614 after failed transactions between December 3 and 6, 2021.

Illo told FIJ that she had attempted to renew the medical licences of five of her colleagues. She said N11,298.25 and N13,486.25 were deducted from her account after failed transactions at different times on December 3, while she lost N26,912 and N52,858 at different times on December 5.

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“It is more like a business for me; I offer the service of renewing licences for my fellow nurses. Normally, to renew these licences, I have to generate a Remita on their licence portal. On those days, the transaction failed. I had wanted to use my card to renew the licences,” she said.

Illo told FIJ that she had been in the licence renewal business for a long time. She said the bank used to make a refund within 24 hours after a failed transaction but failed this time.

“I went to the bank to file a complaint and I was asked to write a letter detailing how it happened, which I did. My account officer promised to follow it up. This was after she confirmed that there was no reversal. I have also been contacting their main branch, sending emails and calling frequently,” she said.

She said she got tired at some point but her friends encouraged her. She said she would repeat the same process again: go to the bank, send emails and phone their official numbers.

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“Whenever I called them, which usually took a long time for them to respond, they asked that I give them a week,” she said.

“Following all the process to recover the money was not only costing me time but money as well. I have to pay for those five licences with my money. To date, I am yet to recover the money.”

When FIJ contacted Zenith Bank, the customer care representative who responded said the complaint would be escalated.