Ibadan businessman Michael Okusanya accuses OPay staff of mishandling complaints, seizing his PoS machine, and losing his MTN SIM card.

[dropcap]M[/dropcap]ichael Okusanya, a businessman from Ibadan, Oyo State, has raised serious allegations against OPay staff at their Ring Road office.

He claims his efforts to resolve an account issue ended with his PoS machine being seized and his MTN SIM card going missing.

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The incident occurred on 21 October 2024, when Okusanya visited the OPay office to unlink his wife’s frozen account from his PoS machine and connect his own account.

He had purchased the device in 2022 but faced usability challenges due to a BVN-related problem.

“I wanted to transfer the original account meant for the PoS machine to the device and remove my wife’s account,” Okusanya said. “Instead, the staff took the PoS machine without providing a valid reason.”

Allegations of Poor Customer Service

Okusanya claims that despite assurances during purchase that the PoS machine would remain his, the staff insisted on keeping it. Attempts to seek clarity resulted in further frustration.

“When I demanded an explanation, one of them seized it forcefully,” he said, adding that he escalated the matter to a manager who offered no resolution.

Instead, the manager suggested replacing the device with an analogue PoS machine, which Okusanya found unacceptable given the full price he paid for the original device.

Missing SIM Card Sparks More Frustration

The situation deteriorated when Okusanya discovered that the MTN SIM card inside the PoS machine had vanished. Efforts to retrieve it proved futile as OPay staff claimed the card was not in the device.

On the same day, Okusanya emailed OPay to report the incident but has received no response. “I find it highly unprofessional,” he remarked.

OPay’s Troubled History with Customer Complaints

This is not the first time OPay has faced backlash for its customer service. Earlier this year, the company refunded ₦569,000 to a PoS vendor after investigating a fraud claim.

Okusanya is now demanding accountability, the return of his PoS machine in its original condition, and his missing SIM card. He also urged OPay to improve their customer service practices to prevent similar incidents in the future.

OPay’s Response Pending

iReportnews reached out to OPay for comments but received no response at the time of publication. The fintech company’s silence adds to growing concerns about its customer service.

Okusanya’s case has drawn attention to the challenges faced by small business owners in accessing reliable fintech services and the importance of holding such companies accountable.