SS
Stella S
1 reviews | Active since Feb 2017
08 Mar 2023, 10:00
Dissappointing
Tyme bank debited my account twice for the same amount of money using the same OTP. I called minutes after this and Tyme told me to pay a fee for the reversal of an error occasioned by their own internal system. This is concerning for a newly established bank. I am disappointed as I have hoping that it will be a sharp bank with competent, young dynamic staff and digitally capable.
Helpful (0)
Replies (3)0
Replies (3)
GoTyme Bank | Formerly TymeBank's replyOfficial
08 Mar 2023, 12:46Hey Stella, that's not cool to hear. Do you have a case number, so we can follow up with our team.
GoTyme Bank | Formerly TymeBank's reply08 Mar 2023, 12:46
Official
Hey Stella, that's not cool to hear. Do you have a case number, so we can follow up with our team.
GoTyme Bank | Formerly TymeBank's replyOfficial
09 Mar 2023, 10:19We will follow up with our team
GoTyme Bank | Formerly TymeBank's reply09 Mar 2023, 10:19
Official
We will follow up with our team
SS
Stella S's updateReviewer Update
13 Mar 2023, 12:36I am sill waiting for a reply from Tyme bank. How is possible that one OTP can be used twice for the same amount? On 27 January I effected a transfer which did not go through as I received a message saying the there was a technical problem at the bank's side and I should try the transaction in few minutes. I received this message after I have completed the process after inserting the OTP number. Four to five minutes later, I asked my daughter to try processing the transaction again, the second time around, the transaction went through, sadly my account was double debited this time. I immediately called Tyme Bank after noticing the double debit. Upon calling Tyme Bank, they said, to reverse the transaction I have to be liable for the reversal fee. I declined and informed the bank that it should reverse the transaction at its own cost. After a short investigation I noted that the bank did not send the OTP number for the second transaction and that my daughter used the same OTP for the second transaction that the system rejected to process for the initial transaction. According to my bank statement, it shows that the transactions were both processed at the same time( same hour, minutes and seconds) with no time difference for the two transactions. Both transactions went through four to five minutes after the initial transaction was unsuccessful.
How can this be the client's fault?
Just like the response sent to me last week from TYme bank saying that a consultant is working on my case, it has been the case since 27 January 2023 when I lodged the telephonic enquiry and a day after when sent an email. I received an acknowledge of receipt with a consultant to investigate my matter and revert.
I believe this is simple matter that the bank should have corrected there and there. If to correct this takes months or days or hours, they should have advised accordingly instead of asking me to pay for the correction of their mistake and keeping me hanging.
I am really disappointed to say the least. I had so much hope in the efficiency and effectiveness of this newly established bank.
How can this be the client's fault?
Just like the response sent to me last week from TYme bank saying that a consultant is working on my case, it has been the case since 27 January 2023 when I lodged the telephonic enquiry and a day after when sent an email. I received an acknowledge of receipt with a consultant to investigate my matter and revert.
I believe this is simple matter that the bank should have corrected there and there. If to correct this takes months or days or hours, they should have advised accordingly instead of asking me to pay for the correction of their mistake and keeping me hanging.
I am really disappointed to say the least. I had so much hope in the efficiency and effectiveness of this newly established bank.
SS
Stella S's update13 Mar 2023, 12:36
Reviewer Update
I am sill waiting for a reply from Tyme bank. How is possible that one OTP can be used twice for the same amount? On 27 January I effected a transfer which did not go through as I received a message saying the there was a technical problem at the bank's side and I should try the transaction in few minutes. I received this message after I have completed the process after inserting the OTP number. Four to five minutes later, I asked my daughter to try processing the transaction again, the second time around, the transaction went through, sadly my account was double debited this time. I immediately called Tyme Bank after noticing the double debit. Upon calling Tyme Bank, they said, to reverse the transaction I have to be liable for the reversal fee. I declined and informed the bank that it should reverse the transaction at its own cost. After a short investigation I noted that the bank did not send the OTP number for the second transaction and that my daughter used the same OTP for the second transaction that the system rejected to process for the initial transaction. According to my bank statement, it shows that the transactions were both processed at the same time( same hour, minutes and seconds) with no time difference for the two transactions. Both transactions went through four to five minutes after the initial transaction was unsuccessful.
How can this be the client's fault?
Just like the response sent to me last week from TYme bank saying that a consultant is working on my case, it has been the case since 27 January 2023 when I lodged the telephonic enquiry and a day after when sent an email. I received an acknowledge of receipt with a consultant to investigate my matter and revert.
I believe this is simple matter that the bank should have corrected there and there. If to correct this takes months or days or hours, they should have advised accordingly instead of asking me to pay for the correction of their mistake and keeping me hanging.
I am really disappointed to say the least. I had so much hope in the efficiency and effectiveness of this newly established bank.
How can this be the client's fault?
Just like the response sent to me last week from TYme bank saying that a consultant is working on my case, it has been the case since 27 January 2023 when I lodged the telephonic enquiry and a day after when sent an email. I received an acknowledge of receipt with a consultant to investigate my matter and revert.
I believe this is simple matter that the bank should have corrected there and there. If to correct this takes months or days or hours, they should have advised accordingly instead of asking me to pay for the correction of their mistake and keeping me hanging.
I am really disappointed to say the least. I had so much hope in the efficiency and effectiveness of this newly established bank.