Customer Loses N2.8M Due to Palmpay's Alleged Negligence

Customer Loses N2.8M Due to Palmpay's Alleged Negligence 

Adetola Adewale Murisiku, an artisan residing in Lagos State, has reported losing N2.8 million from his PalmPay account due to the alleged negligence of the company’s customer service.

On May 20, Murisiku lost his mobile phone on his way to work. Concerned about the security of his finances, he tried to contact PalmPay customer service to block access to his account. Despite multiple attempts, he was unable to reach an agent.

“When I realized my phone was lost, I went to an Airtel office to retrieve my SIM and block access to my banks. I used my friend’s phone to call PalmPay customer service, but all the lines were busy. The ones that picked up said the agents were unavailable,” he recounted.

That evening, using his wife’s phone, Murisiku discovered that the entire balance in his PalmPay account had been withdrawn. The transaction history showed that the N2.8 million was taken in small amounts via a POS terminal, and an ATM card had been linked to his account, which Murisiku claims he never authorized.

“I never linked an ATM card to my account. There should be a verification process involving NIN or face verification before linking a card, but that was never done,” he stated.

Murisiku believes PalmPay should be held accountable for poor customer service, negligence, and a breach of customer identity.

FIJ reached out to PalmPay for clarification via email on July 9 but received an error message. A follow-up email on July 10 and a text message to PalmPay’s hotline also went unanswered. However, Murisiku reported that PalmPay contacted him on July 10, promising to investigate the incident.

Source: FIJ