On July 3, Nwabor Ifeanyi Clement attempted an online transaction worth N29,000. It failed, but N29,224 was deducted from his Kuda Bank account.
Transaction receipt
A month and several reports later, Ifeanyi’s account is still N29,000 shy, and Kuda’s efforts at resolution have been snail-paced at best.
“N29k is a lot of money to me, and holding it down for close to a month for no reason is not the best that a service provider can give a loyal customer,” Clement had said to Kuda in a frantic email on July 23.
This was after sending an earlier email on July 10, along with dozens of tweets and several unsuccessful calls. Every time, Kuda’s response has been the same automated message: “Thank you for reaching out to us. We’re sorry to hear that your transaction didn’t go as planned. If this transaction failed and is not reversed within 24 hours, please update the app to the latest version and raise a dispute by selecting Report Transaction on the receipt.”
Clement’s email to Kuda
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Kuda’s response to Clement’s complaint
It was the same response they sent to FIJ when we sought to know the efforts they had made to reverse Clement’s funds. After a follow-up email requesting the outcome of their efforts however, Kuda said they had given Clement feedback and were getting the issue resolved.
“Please inform the customer to check his mail trail from us for 29th July, 2023, at 2:50 pm and 1st of August at 10:13 am,” they wrote.
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When FIJ informed Clement as instructed by the microfinance bank, he said this was the same repetitive response they had been sending to him.
“Thanks, but this is the same thing they have been saying for over a month now. Except they’re referring to tweets, I did not get any email on any of the days.”
The last email Clement received from Kuda regarding his missing funds was on August 28, and according to him, the email was bland, without empathy, and colourless.
“I’m not interested in their email. They should just return my money,” Clement said to FIJ.
The post Kuda Bank Yet to Reverse Customer’s N29,000 One Month After Failed Online Transaction appeared first on Foundation For Investigative Journalism.