Mabel Yakubu (pseudonym), a Lagos resident, has narrated how Afriex, a money transfer platform, continues to deny receiving a N220,000 sum meant to be credited into her wallet four weeks after the transaction.

While speaking with FIJ on Wednesday, Yakubu said she transferred N200,000 to Afriex from her Access Bank account on January 16.

“After I made the N220,000 transfer to a Providus Bank account operated by Afriex, I received a notification that stated that the transaction was successful,” said Yakubu.

“As a matter of fact, the payment was made so that I could use the dollar equivalent of the sum in the wallet to pay for my daughter’s World Education Services (WES) credential evaluation.

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“Surprisingly, I later discovered that Afriex did not credit my wallet with the transferred sum. When I demanded to know what the problem was, they said the transfer I made to their Providus Bank account was not successful on their end.”

The response Yakubu got from Afriex prompted her to visit Access Bank to request proof that the transaction was successful from her end.

“Access Bank subsequently gave me a printout of the transaction that showed that it was indeed successful. I also obtained my account statement and forwarded both to Afriex,” said Yakubu.

“The money transfer platform, however, remained adamant that it did not receive the N220,000 and refused to credit my wallet.

“To date, the matter continues to be a problem as I am still unable to pay for my daughter’s credential evaluation. Whenever I reach out to Afriex on the same issue, they close my complaint ticket and subsequently send me an automated response claiming the matter has been resolved.

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“We are fast approaching the payment deadline for the evaluation and Afriex has refused to either credit my wallet or make a refund to me.”

When FIJ sent an email to Afriex’s customer support desk for reactions to Yakubu’s complaint on Wednesday, Faith Ogbevire responded, requesting the customer’s email address in order to review her account history.

When the email address was made available to the money transfer company’s official, she issued the following response:

“We’ve followed up again with Mono, our payment processor, and they confirmed that the refund did not reverse on their end.

“It’s important to note that Mono previously processed a refund to the customer’s account, as the transaction did not successfully reach Afriex.

“Given this, we strongly recommend that the customer reach out to their bank for further clarification on the status of the refund. Once they receive feedback, please have them share the details with us so we can investigate further and assist accordingly.

“In the meantime, I’ll be closing this ticket temporarily. However, please feel free to reopen it once there’s an update from the customer’s bank that we can work with.”

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FIJ’s first email was sent to Afriex at 4:21 pm on Wednesday. Ogbevire’s last email was received at exactly 5:57 pm on the same day.

This meant that it took the official exactly 96 minutes to issue what she felt was a suitable response to the complaint of a customer who had been asking for her N220,000 refund since January 16.

When Yakubu first reached out to FIJ on the issue, she had made reference to Afriex officials’ penchant for hastily closing complaint tickets without exactly resolving the matter brought before them.