Published 30th Nov, 2022

By Segun Ige

Usman Tijani, an Ibadan-based web developer, has narrated how Opay refused to grant him access to N106,889 returned to him by Jumia.

Tijani told FIJ that in July, he returned a set of items ordered from Jumia, but after the company made a refund, it did not reflect on his Opay account.

“In July 2022, I made a transaction using my Opay card to shop on Jumia. The items Jumia delivered were so bad I had to return them immediately. I waited untill July but there was no refund,” he said. “I had to call Jumia to know what had happened, only for Jumia to send me proof of payment, which was not reflecting on my Opay account.”

Tijani, who had ordered a led flat screen TV, kids tablet and sneakers, told FIJ that he lodged a complaint to Opay after all the three refunds from Jumia did not reflect on his account.

“So, I contacted the customer care representative of Opay, only for me to be given a complainant ticket ID number. For every call I make, they continue asking me to give them more time to sort it out,” he added.

“I also wrote via email to Opay. The response I got was it was still pending on their portal. Since August, when I was given the ticket ID, no refund has been made,” he said. “On Wednesday, November 23, I called the customer care representative to know if the refund from Jumia had reflected on my account. The response I got was that it had taken a long time for them to attend to me because I was using a visa card.”

FIJ spoke with an Opay customer care representative on the phone, who confirmed that there were credits of N73,690, N2,699 and N30,500 from Jumia.

“When this transaction was initiated there was an error. There are some errors that cannot be resolved when there is poor internet access or electricity. The error could also be from the inter-switch or his card,” Opay said

“We have three stages here: ‘pending’, ‘processing’, and ‘resolved’. The issue is almost solved because in Tijani’s case, it’s at the processing stage.”

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