Yusuf Ademola Adesina, a Kano-based doctor, has accused Jumia Nigeria of refusing to refund him after a failed transaction of N56,933.

Adesina told FIJ he had initiated the transaction via Kuda Bank to his Wema Quickteller Business Payment account on March 5.

“The payment was delivered from my Kuda account. Quickteller also confirmed that they received the payment. It was subsequently delivered to Jumia as it indicated on my dashboard. When I entered the Jumia website later that day to complete my order, it was showing ‘session time out’; hence, the value of my payment disappeared,” he told FIJ.

Adesina told FIJ that he reached out to Jumia by email on March 8 and they told him he would receive a reimbursement in 3 to 10 working days.

“The 10 business days ended on march 18 and I didn’t get a refund. I kept contacting them through email and they kept responding that they were working on it,” he said.

“However, it is obvious that they are not working on it as claimed. It is over two months now.”

Adesina said he contacted the customer support line, but all the agents in charge of the calls said they could not respond to issues that occurred on JumiaPay app.

“They advised that I keep on contacting JumiaPay through email. I have been contacting them as advised. As of today, I have 37 correspondences with them,” said Adesina.

Adesina told FIJ that they had not responded to all his complaints since April 28.

Adesina also said he contacted both Kuda Bank and Wema Quickteller for a chargeback but they told him it could not be raised since the money was successfully delivered to Jumia.

FIJ made several phone calls to Jumia Nigeria for comments, but they were not answered. Email sent to JumiaPay had also not been responded to at press time.