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Lagos State resident and artisan, Adetola Adewale Murisiku, has reported a significant financial loss due to the unresponsiveness of PalmPay customer service agents. In May, Murisiku lost N2.8 million after his efforts to secure his account following the loss of his mobile device were thwarted by PalmPay’s unavailability.
On May 20, Murisiku’s mobile device went missing on his way to work. Worried about the security of his finances, he immediately tried to contact PalmPay’s customer service to block access to his account. Despite multiple attempts, he was unable to reach any customer service agents.
“When I realized my phone was lost, I headed to the Airtel office to retrieve my SIM and block access to my banks. Using my friend’s phone, I called PalmPay customer service, but all their lines were busy. The few that picked told us the agents were unavailable,” Murisiku recounted.
Later that evening, Murisiku accessed his account through his wife’s phone only to discover that his entire balance of N2.8 million had been stolen. Transaction receipts indicated the money was withdrawn in small amounts at a POS terminal, and an ATM card was linked to his account, which he claims he never authorized.
“They transferred N2.8 million from my account using an ATM card I never linked. The transaction history shows the POS agents and accounts they transferred the money to, which should be investigated,” he said.
In an interview with FIJ, Murisiku emphasized that the transaction could only have occurred due to a lapse in PalmPay’s security protocols. “Linking a card to an account requires verification like NIN or face recognition, which wasn’t done in my case,” he added.
Murisiku holds PalmPay accountable for poor customer service, negligence, and breach of customer identity. FIJ reached out to PalmPay for a statement on July 9, but received an error message in response. Subsequent attempts on July 10, both via email and PalmPay’s hotline, have yet to yield a response. However, PalmPay contacted Murisiku on July 10, promising to investigate the matter.
Source: FIJ
