I retried First Bank Top up service again on the next day thinking there service will be better, I encountered another unversed debit transaction on two different transaction on same day. I reported the dispute error from First Bank Top-Service again via email media coupled with my account transaction statement to support the dispute case. The Online Officer (Agboola Temitayo Julia) in charge dis-regard my dispute invalid.
Read bellow my conversation email exchange between First bank Online support team.
1st Message Quarry:
Dear Sir/Ma
My
account number 304XXXX984 was debited sum sum of 400 Naira on the
11-02-2017 around 09:48:59PM while subscribed online using First Bank
Top-Up. Moreso, I was debited again with sum of 250 Naira on 13-02-2017
around 21: 03:44PM.
I
was not credited with the two debit transaction stated above till now. I
need either transaction reverse or credit my phone "304XXXX984" with
sum for 400 and 250 Naira respective as made of top-up in quote.
I
have called support mobile regards the first debit transaction sum of
400 over 12 hours of which no action bias till present. Here is my
account number 304XXXX984 and 0803XXXX981 for further clarification.
First Bank 1st Support Response:
Dear
Alabi Abdulateef Olatunde,
Thank you for contacting FirstContact.
Enquiry shows N250 was reversed on 13/02/2017.
Kindly be informed that your claim as regards N400 has been logged as appropriate and is being investigated.
Disputes
of this nature are resolved within 2 working days usually, however, we
shall get back to you as soon as the investigation is concluded.
We sincerely regret any inconvenience you may have experienced as a result of this transaction.
For further inquiries on First Bank’s products and services, please call/e-mail First Contact through the details below:
0700 FIRSTCONTACT (0700 34778 2668228)
01 448 5500
0708-062-5000
Thank you.
FirstContact
Warm Regards,
2nd Message Quarry:
Dear Sir/Ma
I
have written in regards of my
account No. 304XXX984 which was debited sum sum of 400 Naira on the
11-02-2017 around 09:48:59PM while subscribed online using First Bank
Top-Up and in your response stated that the process will take 2day
(agreed). . Moreso, I was debited again with sum of 250 Naira on
13-02-2017
around 21: 03:44PM and 2nd debit transaction was reversed immediately
at 09:04PM and later debited again around the same time 09:04PM.
I
was not credited as you claimed in your response to my e-mail and
please check my transaction log again to fix this error. The 250 Naira
was finally debited without reverse. I want you to check detail on my
account with the UN-reversed transaction sum of 250 Naira while awaiting
2days for the 400 Naira on the Log.
Top-Up
is s smart to debit account owner without rendering user service. I'm
highly disappoint with First Bank Top-Up service because it is forth
time occurrence but the last two I on complaint points as no
justification. People blamed me for using First Bank Top-Up..I'm using
this medium to classify the ICT Unit to improve on Top-Up service.
First Bank 2nd Support Response:
Dear
Alabi Abdulateef Olatunde,
Thank you for contacting FirstContact.
Kindly
confirm the date of transaction for N250 to enable us advise
appropriately. As enquiry shows the sum of 250 was reversed on
13/02/2017.
For further enquiries on FirstBank’s products and services, please call/e-mail FirstContact through the details below:
0700 FIRSTCONTACT (0700 34778 2668228)
01 448 5500
0708-062-5000
Thank you.
FirstContact
3rd Message Quarry:
I have written in regards of my
account No. 304XXXX984 transaction reverse error and your response does not clarify status of my account.
My account balance before transaction on Top-Up was NGN10,050.51. A transaction for N250 credit happen on 13/02/2017 around 21:03:48 and the debit transaction sum of N250 happen on 13/02/2017 around 21:03:48. therefore
shows the sum of 250 was not reversed on 13/02/2017 which lead for
discrepancy previous and current account balance. my account was
NGN9,800.51CR after deduction.
Difference from previous balance NGN10,050.51CR to current account Balance NGN9,800.51CR had clearly shown that my
account was debited without any service on Top-Up. If the transaction
is reversed then my account show sum up to previous balance NGN10,050.51.
I need you to run trance on my account and correct the difference made my your Top-Up service error.
First Bank 3rd Support Response:
Dear
Alabi Abdulateef Olatunde,
Thank you for contacting FirstContact.
We acknowledge receipt of your mail and do empathize with you on the issue raised.
Please be advised that the N250 debited, reversed to your account the same day and
NGN10,050.51 was the balance after the reversal of fund.
For further enquiries on FirstBank’s products and services, please call/e-mail FirstContact through the details below:
0700 FIRSTCONTACT (0700 34778 2668228)
01 448 5500
0708-062-5000
01 448 5500
0708-062-5000
Thank you.
Warm Regards
Agboola Temitayo Julia
Your response to my previous message is a blank clarification without visibe evidence. I quoted in my previous message that "
My account balance before transaction on Top-Up was NGN10,050.51. A transaction for N250 credit happen on 13/02/2017 around 21:03:48 and the debit transaction sum of N250 happen on 13/02/2017 around 21:03:48. therefore
shows the sum of 250 was not reversed on 13/02/2017 which lead for
discrepancy previous and current account balance. my account was
NGN9,800.51CR after deduction.
Difference from previous balance NGN10,050.51CR to current account Balance NGN9,800.51CR had clearly shown that my
account was debited without any service on Top-Up. If the transaction
is reversed then my account show sum up to previous balance NGN10,050.51"
Therefore the last five transaction from my account stated as follow:
1.
Your Acct 304XXXX984 Has been Debited with NGN2,0000.00 on 13-Feb-2017
07:38:07 By ONLINE PAYMENT-GCLWEBPAY19076/www.winner. Bal: NGN12,150CR
2. Your
Acct 304XXXX984 Has been Debited with NGN100.00 on 13-Feb-2017 17:55:41
By QS984:101114869410745552/2348032146981. Bal: NGN12,050CR
3. Your
Acct 304XXXX984 Has been Debited with NGN2,0000.00 on 13-Feb-2017
19:19:51 By ONLINE PAYMENT-GCLWEBPAY19099/www.winner. Bal: NGN10,050CR
4. Your
Acct 304XXXX984 Has been Credited with NGN250.00 on 13-Feb-2017 21:03:48
By QS984:101114869411934362. Bal: NGN10,050CR
5. Your
Acct 304XXXX984 Has been Debited with NGN100.00 on 13-Feb-2017 21:03:44
By QS984:101114869411934362/2348032146981. Bal: NGN9,800.51CR
Case 1: Compare the 5 transaction balance in above and analysis to dispute in the statement 4 and 5 respectively.
Case
2: If Transaction is truly reversed as quoted in your last two message
then cross check transaction reversal time and credit as in statement 4
and 5 show above.
Case 3: Why the current balance Bal: NGN9,800.51CR lesser than balance in transaction 3 in above (Your
Acct 304XXXX984 Has been Debited with NGN2,0000.00 on 13-Feb-2017
19:19:51 By ONLINE PAYMENT-GCLWEBPAY19099/www.winner. Bal: NGN10,050CR) ?
In
conclusion, I did not agreed that First Bank Top-Up service reversed
the transaction sum of N250 with the prove of my account statement,
therefore your clarification is absolutely wrong as a Bank Officer and
you have not provide resolution to the current issue.
First Bank 4th Support Response:
Dear
Alabi Abdulateef Olatunde,
Thank you for contacting FirstContact.
Enquiry shows that the failed top of N250.00 has been reversed.
We apologize for any inconvenience this may have caused you.
For further enquiries on FirstBank’s products and services, please call/e-mail FirstContact through the details below:
0700 FIRSTCONTACT (0700 34778 2668228)
01 448 5500
0708-062-5000
firstcontact@firstbanknigeria.com01 448 5500
0708-062-5000
My 5th Reply Quarry Message:
Your
Inquiry you provided on the dispute is incorrect. I realized that you
never act on the statement account provided to support the dispute so
far. I will send this conversation to the public to be careful of your
Fake Top-Up Service from First Bank. I will do this to public
enlightenment from your wrong account analysis perspective.
I'm
highly disappointed in your response and had prove incompetence for not
provide any prove to negate the evidence (Statement account) I
submitted on the dispute matter.
First Bank Top Up Scam Service delivery is a bad experience and N250 and N400 illegal deduction cannot bring me down but safe guide me from continual usage of your Fake Top-Up.
First Bank Top Up Scam Service delivery is a bad experience and N250 and N400 illegal deduction cannot bring me down but safe guide me from continual usage of your Fake Top-Up.
I
have called and wasted over 400 Naira to call your attention before
using email medium as cheaper alternative to push the dispute.
In Conclusion, First Top _UP deducted sum of 650 Naira without service delivery.
First Bank 4th Support Response:
Dear
Alabi Abdulateef Olatunde,
Thank you for contacting FirstContact.
We acknowledge the receipt of your mail and empathize on the issue raised.
Kindly be informed that your claim has been logged as appropriate and is being investigated
We sincerely regret any inconvenience you may have experienced as a result of this transaction.
For further enquiries on FirstBank’s products and services, please call / email FirstContact through the details below.
0700 FIRSTCONTACT (0700 34778 2668228)
01 448 5500
0708-062-5000
Thank you.
In my own view, I'm sending this post to create public awareness and advice First Bank customers to always play safe while using First Bank Nigeria ICT cross platform in any online transactions. First Bank Top-Up platform is very smart on rendering debit charges on customer's accounts with very poor deployment of top-service airtime credit facilities to user mobile.
1. My question is: Why First Bank Nigeria Plc failed to grow up in this get century?
2. Why poor service from the same bank ?
3. Why Fist Bank Nigeria engaged in over deduct SMS service be-young customer request on monthly basis
4. Why high service dispute occured in First Banks ICT platform.
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