Femi Olabisi, an administrative head in Lagos, has narrated to FIJ how Jumia failed to reverse his N100,000 after an unsuccessful transaction.

He said the issue had been ongoing since September 22, 2022, when he purchased Eko Electricity Distribution Company (EKEDC) power units for N100,000.

Olabisi stated that the transaction was unsuccessful, but rather than refund his money, Jumia held on to it, claiming he purchased something else.

At first, Olabisi said, he assumed the error was a glitch that would be resolved within a few days, but after three days, he contacted Jumia to request his money when they would not refund him.

He said Jumia pleaded with him to be patient and assured him he would get a refund of his money when he called them, but they showed no sign of keeping to their word.

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“At a point, Jumia told me I bought nothing on Jumia Pay. They also said I spent the money on purchasing other items. But when I asked them to check from their backend to see what I purchased, they refused to answer me,” Olabisi told FIJ.

After repeatedly asking him to be patient, Jumia called to inform him on October 3 that they had refunded his bank account. However, Olabisi said his account was empty when he checked it.

He said he emailed Jumia after he did not see any reversed funds in his account, and they apologised.

“On October 19, I got a credit alert message, indicating that my money had been reversed. I immediately emailed Jumia to inform them that I had received my money,” he explained.

“By December 9, I realised the N100,000 had vanished from my Carbon account. I sent Carbon a direct message to ask why I could not find my money. Carbon replied that Jumia said I lied about the failed transaction.

“When I asked Carbon why they refunded the money without my consent, they said it was their policy to do so when their customers complain. They would first refund the money because they wouldn’t want the customer to suffer.”

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Olabisi said he contacted Jumia, but rather than offer solutions, they accused him of purchasing an item worth N100,000.

He said he continually asked Jumia to tell him what he purchased since only they could see their backend but they never answered him.

“Later on, Jumia called to tell me they had refunded me since December 19, but when I asked them for proof of payment, they went silent. It has been that way since. Jumia has not refunded me 103 days later,” he said.

When FIJ called Jumia, their line did not connect. As of press time, Jumia had not responded to a message sent to their official line.