We counted
1,039 messages read
- 6 weeks
- Public Google Play reviews
- English
- Pidgin
- Hausa
We found
71 issues found
- App slow to open
- Device not compatible for update
- Loan approval or limit issues
We wrote
The weekly report
- 1 Rising
- 960 quotes checked
OPay, a Nigerian mobile money app
Loan approval or limit issues started rising
5 messages in Week 5, against an average of 2.8 a week in the weeks before.
- 1,039Messages read
- 71Issues found
- 1Rising and New this week
- 960Quotes checked word for word
About these reviews: Public Google Play reviews of the OPay app from Nigeria's Play Store: the newest 600 reviews of any rating, plus more of the newest 1 and 2 star reviews (1,052 in all; 1,039 kept after cleaning, and all 1,039 were read). Weeks before the newest stretch hold only 1 and 2 star reviews. OPay is not a ClientClue customer and did not take part; these are its public reviews, named for transparency. Reviewers' names and personal details are hidden, and so are other companies named inside a review. They are not support tickets. The counts show what reviewers wrote, not ClientClue's view of the company's service. About these case studies
The rising problem
Messages a week about Loan approval or limit issues
The top issues
What customers wrote about most
App slow to open
39 messages, 4% of the total
“I don't know why there's difficulty to open.”
5 stars “when ever I login it's takes like 10 to 15 minutes to open and it's every bad to me”
5 stars Device not compatible for update
22 messages, 2% of the total
“Why is the app no longer compatible with my techno spark 30c phone?”
4 stars “I can't upgrade my opay app it's showing "This app is not compatible with your phone"”
1 star Loan approval or limit issues
21 messages, 2% of the total. Rising in Week 5
“it's okay but wark on lone limits”
5 stars “I requested for a loan for over 2hrs now is showing processing”
1 star Customer service unreachable
18 messages, 2% of the total
“bad experience for custumer response”
1 star “This is obviously my last transaction with Opay. NEVER AGAIN”
1 star Network connection error in app
16 messages, 2% of the total
“satisfactory but not for network issue.”
3 stars “my network is very slow”
5 stars
The weekly report, Week 5
What the team would read that week
The team received 91 messages this week with 52 negative reports. Customers mainly experienced app launch delays and loan approval difficulties.
- 91Messages that week
- 57%Negative
- 30Issues found
- 5Customers talking about leaving
App slow to open
6 this week, 16 a week before
Customers report that the application is slow to load or fails to open entirely.
Check this first: Inspect application launch performance and startup crash reports on recent app versions.
“why does it always waste time before opening”
2 stars “My opay just stopped opening I have upgraded it but it still not working”
2 stars Loan approval or limit issues
5 this week, 6 a week before. Rising
Borrowers report loan application rejections and stagnant borrowing limits after repaying debts.
Check this first: Review automated lending decision rules and credit limit update systems.
“now u people won't borrow another one after already waiting 5 days”
2 stars “I always get declined when applying for loan”
1 star Customer service unreachable
3 this week, 4 a week before
Users report an unresponsive support team and unresolved complaints over multiple days.
Check this first: Verify support queue handling times and staff coverage on open tickets.
“For the past two days my complaint has not still been resolved”
1 star “customer care not active”
2 stars High loan interest rates
3 this week, 1 a week before
Customers report that borrowing fees and interest charges are excessive.
Check this first: Examine interest rate calculations and fee transparency on loan agreements.
“my intrest is too high you gave me 20000 ask me to pay 12000 32000”
1 star “look for better option elsewhere the fintech called easemoni and opay are scammers as the interest loan is almost 80”
1 star Pending or delayed refund
3 this week, 3 a week before
Clients report long delays in receiving refunds for pending or frozen transactions.
Check this first: Audit the processing backlog for reversals and held account investigations.
“opay said I should collect court other on 25000 before they can send the money back to my personal opay account”
1 star “I bought data from them on [another network] and it has been pending since 3pm I've not seen the reversal of the transaction”
2 stars
Why customers left
Built from reviews with leaving language, not from a cancellations file.
A product problem
4 customers, 80%
“please fix this issues before I delete your app for good”
1 star Price
1 customer, 20%
“look for better option elsewhere the fintech called easemoni and opay are scammers as the interest loan is almost 80”
1 star
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