1. My payment failed
If a payment fails, the school or bill provider does not receive it and you should not be charged. If money left your bank account or card for a payment that shows as failed, it is reversed to you once our payment partner confirms the failure. Your bank may take some time to show the reversal on your statement.
2. I was charged, but the school has no record of my payment
- Check the payment in Transactions and use Refresh to update its status.
- If it shows as successful, download or share the receipt with the school — it carries the transaction reference the school can look up.
- If it still shows as pending or failed but you were debited, contact us with the transaction reference, amount, date and the bank or card used. We will trace it with our partner and either complete it or reverse it.
3. I was charged twice
Send us both transaction references. Once we confirm a duplicate, the extra payment is reversed, or — for school fees — you can ask the school to keep it as credit against a later bill, if the school agrees.
4. Refunds of school fees
Whether school fees are refundable is decided by the school under its own fee policy, not by Penney. Please ask the school first. If the school approves a refund of a payment made through Penney, we can help process it back to you. Service charges on a successful payment are not normally refunded unless the payment was made in error by Penney or our partners.
5. Bill payments (electricity, airtime, data, cable TV)
If a token, top-up or subscription was not delivered, check the transaction status first. If the provider confirms it was not delivered, we reverse the payment or deliver it again. Once a token or top-up has been delivered it cannot be reversed, so please check meter, phone and smartcard numbers before you pay.
6. Payments I did not authorise
Contact us straight away and change your password and transaction PIN. We may freeze the account while we investigate. Card disputes and chargebacks are handled under card-scheme rules with our card-processing partner.
7. How to raise a complaint
- Email [email protected] or call 08057271994, with your name, the phone number or email on your account, the transaction reference, amount and date, and what went wrong.
- We will acknowledge your complaint and give you a reference number so you can follow it up.
- We will investigate — with our partners, the school or the bill provider where needed — and tell you the outcome and what we will do.
- If you are not satisfied with the outcome, you can escalate it to the relevant regulator. For complaints about personal information, that is the Nigeria Data Protection Commission; for other consumer complaints, the Federal Competition and Consumer Protection Commission.
See also our Terms & Conditions and FAQs.