May 21, 2018
Over the past week, we received a report from some riders stating that a double debit had occurred on their account. As a company, we are committed to bringing safe and reliable rides to all Nigerians while being honest and transparent about everything we do. We would like to explain what caused the problem.
We have investigated the issue and fingered the root cause: our payment partners were experiencing a technical error where fund reservations were initiated but manifested in the form of multiple debits for single rides. Typically, these reservations are reversed within a few hours, but this has not been the case.
We sincerely apologize for every inconvenience this has caused. We understand that our riders expect a seamless end to end experience and we do not take these expectations for granted.
We are currently working with our payment partners as they ensure that all affected cases get attended to as quickly as possible.
While many reported cases have turned out to be spam SMSes that mirror debits but don’t actually affect balances, our payment partners in collaboration with respective banks are handling each report on a case by case basis.
We assure that all reserved funds will be released by the banks.