Dear Valued Customer,
We hope this message finds you well.
First and foremost, thank you for your continued trust and support — we truly value your relationship with us.
We would like to inform you of a recent issue affecting some of our customers. Over the past two months, a technical glitch resulted in over-deductions on certain accounts. Where identified, we have promptly issued refunds.
However, we have discovered that some customers with active (i.e., not fully repaid) loans may continue to experience this issue in the coming month. Please rest assured that our technical team is actively working to implement a permanent solution for all affected accounts.
If you are impacted by this issue or know someone who is, kindly submit a support ticket using the following link:
Please note: Contacting a sales agent via WhatsApp or phone will not resolve this matter, as they are not equipped to handle over-deduction issues. Additionally, there is no need to reach out to any of our partners, such as Remita.
Submitting a support ticket through the link above is the fastest and most effective way to receive assistance.
Once your ticket is submitted, you can expect a refund to be processed within 4 hours.
We sincerely apologise for any inconvenience this may have caused and thank you for your continued understanding and patience.
Warm regards,
The Oxygen/Helppo Team