As Nigeria’s digital banking ecosystem continues to expand, PalmPay has said it is strengthening customer support and account security measures to ensure users have access to assistance when they need it.

The fintech company, marking the 2026 Customer Service Week with the theme, “The Extra Mile,” said its approach to customer service goes beyond resolving complaints to anticipating customer needs, improving protection tools and making it easier for users to report and track transaction-related issues.

PalmPay said the focus was particularly important in an increasingly digital financial environment where reliability extends beyond successful transactions to include the security of customers’ funds and the availability of responsive support when problems arise.

The company said its “PalmPay Dey For You” initiative, an ongoing customer protection campaign, brings together security awareness, proactive protection and tools aimed at helping customers manage their accounts more confidently.

As part of the initiative, PalmPay introduced a Transaction Dispute Page, providing customers with a dedicated channel through which they can report transaction-related concerns and monitor the progress of their complaints through the resolution process.

The company said the measure was designed to improve transparency in the handling of transaction disputes while giving customers greater visibility over complaints submitted through its platform.

Speaking on the initiative, Head of Marketing, PalmPay Nigeria, Femi Hanson, said customer service remained an important part of the company’s digital banking offering.

“PalmPay’s customer service remains an important part of the banking experience, providing customers with the support they need with their accounts.

“Our approach is built around more than resolving complaints; it is about being present when customers need us most and making sure that every customer who reaches out feels supported and prioritised,” he said.

Beyond customer support, PalmPay said it had continued to introduce security features designed to provide additional protection across different transaction scenarios.

These include Night Guard, Large Transaction Shield and USSD Account Lock, among other measures, which the company said were designed to give customers greater control over the security of their accounts.

According to the company, the measures form part of a broader effort to strengthen trust in digital financial services by combining technology, customer education and responsive support.

PalmPay said Customer Service Week also provides an opportunity to recognise the people and processes behind its 24-hour customer support, while drawing attention to measures aimed at improving customer protection.

The company maintained that going the “extra mile” means ensuring that customers are not only able to complete everyday financial transactions, but also have access to the necessary tools and support to remain protected and informed throughout their digital banking journey