Michael Okusanya, a businessman based in Ibadan, Oyo State, has accused staff at OPay’s office in Ring Road of mishandling his complaint, seizing his PoS machine, and losing his MTN SIM card during a visit to resolve an account issue.
Okusanya said that he visited the office on October 21 to unlink his wife’s frozen account from his PoS machine and replace it with his own account.
He said he had originally purchased the machine in 2022 but was unable to use it due to a BVN-related issue.
“I wanted to transfer the original account number meant for the PoS machine to the device and remove my wife’s account. When I visited their office, they requested to take the PoS machine, even though they gave no valid reason,” Okusanya said.
He claimed OPay had assured him during the purchase that the device would remain his unless he chose to return it.
However, the staff allegedly insisted on keeping it.
“When they said they had to keep it, I asked for the reason but didn’t get a response. Instead, one of them seized it forcefully,” Okusanya said.
He added that he later spoke with Giwa Dayo, who directed him to two other staff members, Miss Kunfayo and Adebimpe, but was still treated poorly.
“I informed the manager about what happened, but he said he could do nothing. He offered me an analogue PoS machine instead, which I find unacceptable considering I paid the full price for the original device,” he said.
Loss of SIM Card Adds To Frustration
The situation worsened when Okusanya realized that his MTN SIM card, which was inside the PoS machine, had gone missing.
He said he called the office to retrieve it, but staff claimed the SIM card was not in the device.
On the same day, Okusanya emailed OPay to report the incident, but he said the company had not responded as of press time.
iReportnews also reached out to OPay for comments on Thursday, but the fintech company did not provide any response.
A Growing Pattern Of Complaints
This is not the first time OPay has faced allegations of mistreating customers or mishandling complaints.
Earlier this year, the company returned ₦569,000 to a PoS vendor following an investigation into a fraud incident.
Okusanya is calling for accountability and the return of his PoS machine in good condition, as well as his missing SIM card.
He also urged OPay to improve its customer service to avoid similar incidents in the future.
