Quick answer
Screenshot the transaction, note the date, amount, sender account, recipient account, bank names, narration, and reference number. Contact your bank first. CBN says bank customers should first report complaints to the bank and allow up to two weeks before escalating to CBN Consumer Protection.
What to collect before complaining
- Transaction receipt or debit alert.
- Session ID or transaction reference.
- Recipient name, account number, and bank.
- Date, time, and amount.
- Complaint ticket number from your bank.
When to escalate
If your bank does not resolve or respond properly, escalate with proof that you first complained to the bank. For regulated financial institutions, use the CBN complaint process. For broader consumer redress, FCCPC also provides complaint channels.
Related: CBN complaint guide, Reverse a bank transfer, Failed POS transaction.