Branch App Customer Service Issues

My name is Robert N. I have an account with [redacted] branch. On September 2nd, I made a purchase at RaceTrac for $1.07. Unfortunately, I lost my card and realized my account has been compromised. I recently added my direct deposit from my unemployment benefits to that card. My doctor informed me of unauthorized charges as my card was only supposed to be charged $96. I have payment plans with my doctor and urgently need to resolve this issue. I need assistance disputing these transactions as I rely on this card for essential medication. Please contact me via email at nastase109gmail.com or [redacted], or phone me at [redacted] at your earliest convenience. Thank you.

I just switched my direct deposit from Chime to Branch. Normally, with Chime, my SSI checks would be deposited between 11:00 a.m. and 2:00 p.m. I'm curious if there is a delay for the first check deposit with Branch or what the usual time frame is for check deposits. I'm starting to feel anxious. I have reached out to them via email but have not received a response. Hoping to hear back from them today.

Last week marked my initial week at GRBS, where I clocked in 27 hours. I refrained from cashing out as I had just requested my card and was hesitant about depositing funds at an atm. However, this week I noticed that my pay advance dropped to only $20, whereas it should have been $[redacted] from the previous week's work of 27 hours at $11 per hour, even after taxes. I am curious if the full amount will be available on my card once I receive and activate it.

My EMI was due on the 3rd of December, but my account was charged a shortfall of Rs. [redacted] without auto-debit. I verified that auto-debit was active but not deducting the amount. I disabled and re-enabled auto-debit, but encountered an error message preventing me from doing so. I also cannot locate the "PAY NOW" option. I am concerned about the impact on my credit score due to a late payment. Please assist me promptly.

I am experiencing issues logging into my branch account due to an old phone number linked to my account. The system does not send me a code to the old number, preventing my access. Despite attempting to Uninstall and reinstall the app, the problem persists. I have over $[redacted] in my account that I urgently need access to today. When I try to input the old number for the code, clicking "continue" does not progress the screen. Even if I were to receive a code, the old number is no longer in use. I request assistance from support to verify and update my phone number on file promptly. Thank you.

I have been using Branch for almost six months. Five days ago, I withdrew [redacted] naira from my [redacted] investment and sent it to another Branch user's account. However, the transfer seems to be stuck on the "transfer pending" page. I have reached out to customer care to address this issue, but even after five days of waiting, the problem persists. What's odd is that all other functions like adding money to my investment are working correctly. When I attempt to withdraw, it continuously redirects me to the transfer pending page. Strangely enough, the recipient received the money promptly, but the app still can't proceed past the transfer page.

Hello, I need some assistance with my recent loan payment. Yesterday, I made a payment of $19,[redacted].00 through the branch app using my Ecobank Mastercard. The transaction took place on 24th June [redacted] around 5:41 pm and I was instantly debited by POP Purchase Paystack.com Lookup Lagos. However, when I checked my bank app, it still shows that I need to make the same payment amount. Up until this morning, it indicates that the payment was not successful due to insufficient funds, even after I transferred the outstanding loan amount. I should have access to the remaining funds for my essential needs. This issue has never occurred to me since I started using Branch in [redacted]. I would like clarification on why my account was debited by POP Purchase Paystack.com Lookup Lagos yesterday. I would appreciate a prompt response to resolve this matter. Thank you.

Hello, I paid off my Branch loan yesterday. Afterwards, I successfully applied for and received another loan which was sent to my wallet. However, when I transferred the money to my M-Pesa account, I have not received it yet. I have been trying to reach out to customer care since yesterday multiple times but the issue remains unresolved. Consequently, I contacted Safaricom, and they confirmed that the money is pending. They provided me with a customer care number for Branch, but I have not received any response at all. Can someone please assist me with this matter?

Dear Branch, I am writing regarding a loan I took some time ago with a remaining balance of N25400 to repay to Branch. I received a message on the app offering to settle 40% of my outstanding balance, and I promptly paid N11000. However, after this payment on October 30, [redacted], I still see that I owe N14400, which I believe should not be the case based on the 40% discount offered by Branch NG. Kindly address this matter promptly to ensure I do not have any outstanding balance remaining with the discount applied. Thank you. Regards, Moses Alao

I recently received a message about a loan that needs to be paid, but I never applied for or received any loan. Unfortunately, on the 27th of October at Ikeja Airport Road, I was robbed. My ATM card, phone, and some cash were stolen, and I was even attacked with a machete on my head. The robbers used my information to obtain loans from 5 different online money lenders. I have filed a report at the Ikeja Area F police station regarding this incident. I kindly ask for your patience as I work on sorting out this situation.

Hello, this is Brandy C. from Spark Driver. I recently resumed driving for Spark and discovered that I've misplaced my card. Unfortunately, I cannot access my Branch account because I have changed my phone number and cannot recall my previous one. I have reached out multiple times without receiving a response. It's payday for me today, and I urgently need access to my earnings. Kindly reach out to me at [redacted] so I can update my details through your assistance. I would appreciate either setting up a new Branch account or retrieving my old one to obtain a replacement card.

I am having trouble accessing my account as I forgot the phone number associated with it. Despite multiple emails, I have not received a response. I provided all the necessary information except for my previous phone number. I need to regain access to my account to use my money with Spark. Please reach out to me at [redacted] to resolve this issue. Thank you for your assistance.

Good evening, sir. My name is Pabitra Kumar Jena. I obtained a loan 9 months ago, but due to some issues at the branch office, I was unable to repay it responsibly. As a result, my CIBIL report showed a write-off. I have since settled the loan 4 months ago, but it still appears on my CIBIL report. Kindly remove it, as it may affect my ability to get a loan from another account.

Hello Branch Microfinance Bank, I am writing as your customer, Geoffrey Wafula Nabwela, with ID number [redacted]7 and phone number [redacted]. I borrowed [redacted]/= and unfortunately, I was late in repaying which led to me being listed with CRB. I am pleased to inform you that I have settled the full amount of [redacted]/= last week Thursday. I kindly request to have my name cleared from CRB as I am in urgent need of a loan due to a pressing financial matter. Your assistance in clearing my CRB status would be greatly appreciated. Thank you.

I previously signed up for both Spark and Branch using my old Samsung Note 10+. I recently changed my website domain, resulting in difficulty receiving emails on my Branch account linked to [redacted] Verification emails are not being sent when requested, making it challenging to verify my email through the app. Hence, I would like to update the email on my account to [redacted] If further verification is required, kindly inform me. You can reach me at [redacted]

Hello, my name is Peggy Samuel Dan-Jumbo. I settled my loan of $[redacted] some time ago; however, I encountered issues logging into my app. Despite my payment, there seemed to be a discrepancy on your end. I made another payment, which was confirmed received on Wednesday, 24/5/[redacted], at 3:10. I received a notification stating, "Your Branch repayment of $[redacted] was received. Your loan is repaid." Despite this, I am receiving calls stating otherwise. Could you please clarify the situation and stop contacting me about the payment, as it has already been made. Thank you.

Hello, I need some assistance. I am attempting to access my Branch wallet, but I've forgotten my passcode, which is quite frustrating. I've followed the seemingly simple steps multiple times, but when I follow the instruction to check my email and click on the passcode reset link, it redirects me to a Branch website that doesn't help with resetting the passcode. I've been waiting for over two hours for a call back, but I haven't received any response. I fear I've run out of options for assistance. Thank you. Glen

Today, my loan is active and the branch app says my loan has been successfully credited to my account number. However, when I check my account balance, no amount has been credited to my bank account. I am confused why the branch app indicates the amount is successfully in my bank when it hasn't been credited. I kindly request a solution to this issue promptly and for the amount to be credited to my bank account. Thank you.

I urgently needed a loan for an emergency situation. Regrettably, when transferring funds to my friend via his branch account instead of M-Pesa, he encountered login issues due to prolonged account inactivity. This has hindered his withdrawal and left me in a tough spot. Could you please assist in reversing the transfer to my branch wallet? The timely resolution of this matter is crucial, given the emergency at hand. I have been a loyal customer for an extended period and greatly appreciate any help you can provide. Thank you.