“Two months ago, I tried to pay for my convocation levy by initiating a N10,000 transaction from my Union Bank account to an online payment channel, but it failed. I was debited, and the money never returned to my account.”

Those were the words of Festus Nnamani (real name withheld), a final year student of the University of Nigeria Nsukka (UNN), whose N10,000 is still with Union Bank two months after a failed transaction.

The student told FIJ he initiated the payment for his convocation fee on February 4, 2023, and his Union Bank account was debited.

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After waiting 24 hours without getting a reversal alert, he contacted the bank’s customer support centre.

“The customer care representative assured me of a refund. One day after that, I went to a branch of the bank on UNN road, Nsukka, where I supplied all the necessary information,” he said.

“I was asked to wait for one week, but there was nothing to show for it.”

Two weeks later, Nnamani returned to the bank, where another customer care agent asked for the transaction details again and said the bank would reverse the money.

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“The money has not been reversed. I even messaged the bank on all their verified email addresses, social media handles and channels,” he said.

“They told me they would work on it, but I have not received a refund. I don’t understand why Union Bank is becoming fraudulent. Why take me through this pain? Right now, I’ve not seen the money to pay for my convocation.”

Chinyere, a customer support representative from Union Bank, told FIJ that the bank was working on resolving the issue.

“Please bear with us. We sincerely apologise for the inconvenience experienced,” she said.