Debited but not received? What to do with a pending transfer

A debit alert and a recipient saying they have not received the money are not enough to establish the final outcome of a transfer. The payment could still be processing, a notification could be delayed, or there could be a problem that needs investigation. Treat an unknown outcome as unresolved—not as permission to repeat the payment.

Check both sides before trying again

1. Open the sending app directly and check the transaction history and current status.
2. Confirm the recipient account number and bank against the original instruction.
3. Ask the recipient to check their account history or statement, not only SMS alerts.
4. Look for a reversal in your own history. Refresh the status, but do not create another transfer merely to test it.

If the payment is urgent, explain that it is being traced. A second transfer can arrive alongside the first. If you deliberately choose an alternative payment, agree in advance how a duplicate will be returned and keep records of both; do not assume the original transfer has been cancelled.

Collect a useful support record

• Amount, date, and approximate time.
• Transaction reference and any session ID the app provides.
• Recipient bank and account details, shared only through the provider's official private support channel.
• The current status and a redacted screenshot if requested.
• Your complaint reference and the dates of each follow-up.

Ask the provider to trace the payment

Contact the sending bank or wallet through its official app or verified website. Ask whether the transaction is still processing, completed, failed, or reversed, and request a complaint reference and expected resolution window. A pending payment and a completed transfer to the wrong recipient are different problems. Neither should be described as a guaranteed automatic refund.

Escalate using the applicable complaint process

For a CBN-regulated institution, the CBN says to complain to the institution first. Its guide describes a general two-week resolution period, with shorter or longer timelines for some issues, and grounds for escalation when a complaint is not acknowledged, lacks a tracking number, or exceeds the applicable timeline. Check the linked official guide for the process relevant to your case. This is not a promise that every transfer takes two weeks.

Do not pay someone to unlock a refund

Keep PINs, passwords, and one-time codes private. A stranger offering a reversal on social media should not receive your account access or a processing payment. If you suspect fraud or an unauthorised transaction, report it immediately through official support; do not wait for an ordinary pending-payment window.