Quick answer
Ask for the POS receipt, screenshot your debit alert, note the agent location and terminal details, then complain to your bank. Do not retry many times until you understand whether the first debit reversed.
Evidence to collect
- POS receipt, even if it says declined.
- Debit alert or mobile app transaction record.
- Terminal ID or agent details if visible.
- Amount, date, time, and location.
- Agent phone number or business name where possible.
Who should you complain to?
Start with your bank because your account was debited. If the agent’s bank is different, your bank can still trace the transaction. If unresolved after the bank complaint process, escalate through CBN’s consumer complaint route.
Related: Failed bank transfer, POS scam signs, CBN complaint guide.