What to Do After an Unauthorized Debit in Nigeria

You get an alert. Your heart drops. The message says money has left your account, and you did not send it anywhere.

Maybe it happened at 2am, or while you were at work. Maybe you were standing right next to a POS machine when a transaction you never confirmed somehow went through. However it happened, the money is gone, the narration does not make sense, and you are not sure what to do next.

That feeling of confusion mixed with urgency is completely understandable. But this is also exactly the moment to slow down and move through the right steps — because how you respond in the next few hours can make a real difference to whether you get your money back.

This guide will walk you through what to do after an unauthorized debit in Nigeria, from the first thing to check to where you escalate if your bank is not helping.

What Counts as an Unauthorized Debit

An unauthorized debit is any deduction from your account that you did not approve, did not expect, and cannot clearly explain. It includes things like:

• a transfer you never initiated
• a POS or ATM charge for a transaction you did not complete
• a card charge on a platform you do not recognize
• a deduction from a USSD or app session you did not start
• money taken following what appears to be card fraud or OTP theft
• a recurring subscription you forgot about or never agreed to
• duplicate debits where you were charged more than once for one transaction

Not every unexpected debit is fraud. Some cases turn out to be a legitimate bank charge, a subscription renewal you forgot, a failed transaction that reversed and recharged, or a delayed merchant settlement. The important thing is to investigate before assuming the worst — but to move quickly regardless.

First Things to Do Immediately After an Unauthorized Debit

Step 1: Check the full transaction details before anything else

Open your banking app and find the specific transaction. Look at the exact narration, the date and time, the amount, the channel used (POS, web, USSD, transfer, ATM), and any merchant name or reference attached.

Sometimes a subscription renewal looks unfamiliar because the merchant name in the debit narration is different from the service name you know. For example, a Netflix charge may appear under a payment processor name rather than "Netflix." A Google subscription may appear under "Google Ireland" or similar.

If the narration does not match anything you recognize, that is when you move forward.

Step 2: Take screenshots immediately

Before you do anything else, screenshot the alert message and the transaction detail in your app. You will need this when speaking to the bank. If your phone automatically deletes old SMS alerts, save it elsewhere.

Note the following clearly somewhere:

• the exact amount debited
• the date and time of the transaction
• the narration or merchant name shown
• the transaction reference or session ID if visible
• your account balance before and after

Step 3: Check if it could be a known charge

Ask yourself honestly:

• Did you recently sign up for a service with a free trial that may have ended?
• Did you save your card details on any website?
• Is this the time of month when a subscription usually renews?
• Could it be a bank maintenance fee, SMS charge, or card management fee?
• Did you attempt a transaction recently that "failed" but may have gone through?

If any of these match, you may not be dealing with fraud — but you should still investigate and get clarity from your bank if you need it.

Step 4: Block your card if you suspect fraud

If the debit looks like card fraud or unauthorized account access, do not wait. Block your card immediately. Most Nigerian banks allow you to do this inside the mobile app under card settings or account management. You can also call the bank's fraud line to ask them to block it for you.

Blocking the card stops further charges from going through on that card. It does not close your account.

Step 5: Change your passwords and PIN

If you think someone may have accessed your account, change your internet banking password and your transaction PIN right away. Do this before calling the bank, not after — because while you are on hold, another transaction could go through.

If you use the same password across multiple platforms, change those too.

Step 6: Call your bank's fraud or customer care line

This is the most important call you will make. Use the number printed on the back of your debit card or on the bank's official website. Do not search for the number on social media — scammers post fake customer care numbers in comment sections specifically to catch people in exactly this situation.

When you get through, tell the agent:

• the exact amount debited
• when it happened
• that you did not authorize it
• that you would like to raise a dispute or fraud complaint

Ask clearly for a complaint or dispute reference number. Write it down. You will need it for any follow-up.

Also read Common scams in Nigeria

How to Tell Whether It Is Fraud, a Failed Transaction, or a Normal Charge

Understanding what actually happened helps you ask the right questions and take the right next steps.

It may be fraud if:

• the debit happened at an unusual time, especially late at night or early morning
• the narration mentions a service or merchant you have never used
• there was a series of small test charges before a larger one (a common fraud pattern)
• your OTP, card details, or PIN were recently requested by someone claiming to be a bank or service agent
• you received SMS alerts for transactions you were not involved in

It may be a failed transaction issue if:

• you attempted a POS, ATM, or transfer recently and it appeared to fail or time out
• you were debited but the recipient says they did not receive the money
• the narration references a merchant you actually tried to pay

Failed transactions are common in Nigerian banking. In many cases, the money is returned automatically within a few working days. In others, it requires a formal reversal request. If this is the situation, report it to your bank and ask how long a reversal takes for that transaction type.

It may be a subscription or card-on-file charge if:

• the debit amount matches a monthly or annual service fee
• the narration includes a name like a streaming service, software platform, or online marketplace
• you saved your card details on a platform at any point

You can contact the service directly to cancel if you no longer want it, or ask your bank to block future charges from that merchant.

It may be a legitimate bank charge if:

• the amount is small and matches known bank fee patterns (for example, SMS alert fees, a transfer fee, or ₦50 stamp duty after you sent ₦10,000 or more)
• the narration includes language like "SMS charge," "VAT," "stamp duty," or "account maintenance"

Note that naira card maintenance fees were scrapped under the CBN's revised 2026 Guide to Charges. If you see one after May 2026, treat it as a charge to query.

If you are unsure what a particular bank charge is for, ask your bank to explain it in writing.

Also read Bank charges explained

How to Report the Debit to Your Bank

Your bank should be your first point of contact for any unauthorized debit. Here is how to do it effectively.

By phone: Call the fraud or customer care line on the back of your card or on the bank's official website. Explain the situation clearly and ask to raise a formal dispute. A phone report should generate a reference number.

Through the mobile app or internet banking: Many Nigerian banks now allow you to raise a dispute directly inside the app. Look for options like "dispute a transaction," "report a problem," or similar. This creates a documented trail.

By email: Send a written complaint to the bank's official customer care or fraud email address. Include the transaction details, the date, the amount, and a clear statement that you did not authorize the debit. Attach your screenshot. An email creates a written record with a timestamp.

In person: If the above channels are slow or unresponsive, visit the nearest branch and ask to speak with a customer service officer. Ask them to log a formal complaint and give you a reference number before you leave.

Whichever channel you use, always confirm:

• that a complaint has been officially logged
• the expected timeline for a response or resolution
• the reference number for your complaint

What Details and Evidence to Gather

When reporting to your bank, having the right information ready makes everything faster. Gather the following before or during your bank contact:

• full name and account number
• the date and exact time of the unauthorized transaction
• the amount debited
• the transaction narration or merchant name as shown in your app
• the transaction reference number or session ID if available
• screenshots of the debit alert and the transaction detail in your banking app
• a brief written account of what you were doing at the time (not at any POS, did not initiate any transfer, phone was with you, etc.)
• any suspicious messages, calls, or links you received around that time, if relevant

The more specific you can be, the better. Vague reports take longer to investigate.

What to Do If Your Bank Does Not Resolve It

CBN guidance says your bank should acknowledge your complaint and give you a tracking number within three days, and resolve most complaints within about two weeks. If it does not, you can escalate to the CBN. If your bank acknowledges your complaint but resolution is taking too long, or if they close your case without fixing the problem, you have escalation options.

Follow up with the bank in writing. Send an email referencing your original complaint number and asking for a status update. A written trail is useful if you later need to escalate externally.

Ask for a written explanation. If the bank says they have investigated and found the debit was valid, ask them to explain in writing exactly why they reached that conclusion. You have a right to understand the basis of their decision.

Escalate within the bank. Ask to speak with or write to the complaints or escalations team, not just general customer service. Some banks have a dedicated complaints officer or consumer protection desk.

If none of this works, escalate externally.

Where to Report Unresolved Banking Complaints in Nigeria

Central Bank of Nigeria — Consumer Protection Department

The CBN is the primary regulator for banks and other financial institutions in Nigeria. If your bank has not resolved your complaint satisfactorily, you can escalate to the CBN.

Email your complaint to cpd@cbn.gov.ng, or address a letter to the Director, Consumer Protection Department, and submit it at the CBN head office in Abuja or any CBN branch. You must have complained to your bank first.

When submitting, include your complaint reference number from the bank, a summary of what happened, what the bank's response was, and why you believe it was unsatisfactory. The CBN can direct the bank to respond and take corrective action where appropriate.

Nigeria Deposit Insurance Corporation (NDIC)

The NDIC handles certain depositor protection matters. For issues related to deposit safety or bank failure, you can contact the NDIC at ndic.gov.ng.

Economic and Financial Crimes Commission (EFCC)

If you believe the unauthorized debit was the result of deliberate fraud — for example, someone stole your card details, compromised your account through phishing, or physically defrauded you — you can also report to the EFCC at efcc.gov.ng or through their consumer complaint channels.

For cybercrime-related fraud specifically, the Nigeria Police Force also has cybercrime reporting channels.

Keep a copy of every complaint you file, including the dates, reference numbers, and any response you receive.

How to Protect Yourself From Future Unauthorized Debits

Dealing with an unauthorized debit once is stressful enough. These habits reduce the chance of it happening again.

Turn on transaction alerts. If your bank account does not already send you an SMS or app notification for every transaction, activate it. Most Nigerian banks offer this, sometimes for a small monthly fee. Alerts let you catch unusual activity quickly.

Use a separate card for online payments. If you shop online or subscribe to services, consider keeping a card linked to a low-balance account specifically for that purpose. This limits exposure if your card details are ever compromised.

Do not save your card on websites you use rarely. Saving card details on a platform is convenient, but it also means your card is exposed if that platform is breached. Remove saved cards from sites you no longer use regularly.

Never share your OTP with anyone. No legitimate bank agent, customer care representative, or official will ever ask for your OTP. Sharing it — even once, even under pressure — gives someone else the ability to authorize transactions on your account.

Review your account statement regularly. Do not wait for a large suspicious debit to check your statement. A quick monthly review of your transactions helps you catch small unusual charges early, including forgotten subscriptions or small test charges that sometimes precede larger fraud attempts.

Set a daily transaction limit. Most Nigerian banks allow you to set a maximum amount that can leave your account per day. Even if someone gains access, a low daily limit reduces how much damage they can do before you notice.

Frequently Asked Questions

How long does it take a Nigerian bank to reverse an unauthorized debit? This depends on the bank and the type of transaction. Failed transaction reversals often happen automatically within a few working days. Fraud disputes typically take longer because the bank needs to investigate. CBN guidance expects banks to acknowledge a complaint with a tracking number within three days and resolve most within about two weeks. For transfer fraud specifically, the CBN published draft rules in November 2025 that would require you to report within 72 hours, banks to investigate within 14 working days, and refunds to be paid within 48 hours of the investigation concluding. Those rules were still in draft at the time of our last check, so report as fast as you can either way.

Can I get my money back after an unauthorized debit in Nigeria? In many cases, yes — especially for failed transactions, duplicate charges, or fraud that is reported quickly. The faster you report, the better your chances. For fraud involving card compromise or OTP theft, outcomes can vary depending on the bank's findings and the specific circumstances. There is no universal guarantee, but reporting immediately and following up persistently gives you the best possible position.

What is the CBN consumer protection email for bank complaints? You can reach the CBN Consumer Protection Department at cpd@cbn.gov.ng. Always include your bank's complaint reference number and a clear summary of your unresolved issue.

I shared my OTP with someone who said they were from my bank. What should I do? Call your bank's fraud line immediately. Ask them to freeze your account and card while they investigate. Change your internet banking password and transaction PIN right away. OTP sharing is one of the most common ways accounts are compromised, but reporting it quickly gives the bank a chance to intervene before more damage occurs.

What if the debit was for a failed POS transaction but the money has not returned? Failed POS transactions often reverse automatically within two to five working days, though this varies. If it has been longer than that, contact your bank with the transaction details and ask them to initiate a reversal. They can investigate through the NIBSS settlement process if needed.

My bank says the transaction was valid, but I still do not recognize it. What should I do? Ask the bank in writing to explain exactly which merchant the charge came from, through which channel, and on what basis they determined it was valid. If you still dispute their finding, you can escalate to the CBN Consumer Protection Department with your complaint number and a summary of the bank's response.

What if someone transferred money out of my account through my banking app? This is a serious case of account compromise. Report it to your bank immediately and ask them to flag it as a fraud case. They can trace the receiving account and, in some cases, work with the receiving bank to place a hold on the funds. Report to the EFCC as well, especially if the amount involved is significant. Change all your login credentials as a priority.

Do I need to visit the bank branch to report an unauthorized debit? Not always. Phone, email, and in-app reporting channels are available at most Nigerian banks and are often faster. However, if you are not getting a response through remote channels, visiting a branch in person and insisting on a logged complaint with a reference number is a valid and sometimes more effective approach.

Conclusion

An unexpected debit is alarming. But the right response is not panic — it is a clear, fast sequence of steps that protects your account and gives you the best chance of getting your money back.

Check the details. Take screenshots. Block the card if needed. Change your credentials. Call your bank with the specifics and ask for a complaint reference number. Then follow up in writing.

If your bank resolves it, great. If they do not, escalate to the CBN. The process exists specifically to protect you.

And once this is behind you, use it as a reason to tighten a few habits — transaction alerts, daily limits, keeping your OTP private — so you are better protected going forward.

Read more on how to protect yourself from falling to scams online