9pay is a service offered by Novacrest in partnership with 9mobile and UBA to allow Nigerians make Google Playstore purchases of apps, games and multimedia. A user’s experience has called into question the reliability of the service.
Jemila funded her 9Pay account with her debit card, as required, then proceeded to attempt to make a PlayStore purchase with it, and it was then that the troubles started.
I asked her to share her story, and she did:
I was playing a game, and needed to buy pocket of diamonds, but my debit card would not register. I saw the option of 9pay and I decided to try it. I thought it was going to take money from my airtime since I saw 9 and felt it was related to 9mobile. I use the 9mobile network.
When it asked me to fund the wallet, I went ahead and did that with my card details. I received a debit alert from my bank. I then tried to make the payment on the app and it was still saying that the wallet was not funded. I checked the wallet and it still said zero balance. That’s when I started looking for ways to reach anybody at their end.
I trusted the platform because it came from Google play. I normally wouldn’t.
Jemila tried the support lines available with no success. I personally called the support line listed on the 9pay website. The system responded to say that the number was not allocated to a subscriber. The Twitter handle specified on the 9Pay website does not exist either.
On my recommendation, Jemila later tweeted at 9mobile about this issue and the handle responded, asking her to email a specified Novacrest support account. She did but got no response to her email.
Till the time of this article, neither 9mobile nor 9pay has contacted Jemila with any information to resolve this issue. It has been over 24 hours since she first tried to reach 9Pay.
Ghost Customer Support
As we say in tech, “Shit happens”. Anything depending on technology is bound to run into one issue or the other. What is unacceptable is how none of 9pay’s listed support channels work.
A user with complaints is unable to reach anyone within the organisation. Anyone. In one tweet, she has wondered if 9pay isn’t a scam, and justifiably so.
If 9pay is unreachable, its partners must step in to right this wrong. In this case, that would be 9mobile and UBA. Or else, the partnership itself becomes questionable.
Has anyone here had issues with 9pay and got them resolved? If so, through what channels? Is there anyone reading this who works at 9pay and can help correct this wrong?