Jira & Confluence 
Bitrix24 CBN Consumer Protection Regulations
Complaint letter to bank for a failed transaction — debited, not received, deadline counted
Short answer. The letter is already open below: add the transaction details and send it through your bank's or app's complaint channel today. Bank gives a tracking number and acknowledges: Within 24 hours of the complaint (CBN Consumer Protection Regulations (2019), paras 6.2.2, 6.3.2).
- Tracking number and acknowledgement due (24 hours, CPR para 6.2.2): type the date
- No acknowledgement by this date? You can escalate to the CBN (3 days, CPR para 6.4.1(b)): type the date
- Intrabank transfer failure or wrong account debit — resolved within 1 working day (Annexure D): type the date
- Failed web or POS transaction, mobile or internet banking transfer failure, ATM dispense error — 3 working days (Annexure D): type the date
- Delayed or inward transfer — 5 working days (Annexure D): type the date
Working days: Monday to Friday; public holidays are not deducted. Check your own case.
All dates run from the day the bank receives your complaint. Annexure D to the CBN Consumer Protection Regulations sets first-level resolution times in working days by type of complaint; pick the line that matches yours. Our calculator skips Saturdays and Sundays but not public holidays, so a holiday can move the date. The 90 days to escalate to the CBN run from the day you receive the bank's decision — enter that date to see it.
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Copy the session ID or reference from your receipt into the table — it is the first thing the bank and the CBN will ask for.
Keep every answer in writing. If you escalate to the CBN, your tracking number and the bank's reply are your proof that you went to the bank first.
An illustrated character, not a lawyer.
Deadlines
The rules, with the source
| What | Deadline | Source |
|---|---|---|
| Bank gives a tracking number and acknowledges | Within 24 hours of the complaint | CBN Consumer Protection Regulations (2019), paras 6.2.2, 6.3.2 |
| Transfer failures and wrong debits | Intrabank transfer failure, wrong account debit — 1 working day; delayed or inward transfer — 5 working days | CPR, Annexure D (F004, F007, F009) |
| E-channel failures | Failed web/POS transaction, mobile banking, internet banking transfer failure, ATM cash dispense error — 3 working days | CPR, Annexure D (J005–J007, J015, J019) |
| Fraud complaints | Internet banking fraud, domestic ATM fraud — 3 working days; fraudulent withdrawals — 14 working days | CPR, Annexure D (D003–D005) |
| ATM and POS/web reversals | Own bank's ATM — instant, manual within 24 hours; other bank's ATM — 48 hours; failed POS and web — resolved within 72 hours | CBN press release, 1 June 2020 (effective 8 June 2020) |
| Second-level review at the bank | Ask in writing within 30 days of the bank's Summary Resolution Communication | CPR, paras 6.3.11–6.3.14 |
| Escalate to the CBN Consumer Protection Department | If the bank did not acknowledge within 3 days, or within 90 days of receiving the bank's decision | CPR, para 6.4.1 |
The Regulations apply to all institutions licensed or regulated by the CBN — commercial and microfinance banks, and licensed mobile money and payment companies. The CBN takes a complaint only after the bank's own process, and not if the matter is already in court.
Step by step
What to do, in order
1
Get the details
Debit alert, session ID or reference, amount, time, and the beneficiary's account or the ATM location.
2
Complain through the app or branch
Use the official complaint channel and ask for a tracking number. It should come within 24 hours.
3
Send this letter too
Fill in the table and e-mail it the same day, so you have a dated written complaint.
4
Watch your balance
Most failed transfers should be reversed within 1 to 5 working days, depending on the type.
5
Ask for a second look
Not happy with the answer? Ask the bank in writing for a second-level review within 30 days.
6
Escalate to the CBN
No acknowledgement in 3 days, or a decision you reject? E-mail cpd@cbn.gov.ng with your letter, tracking number and the bank's reply.
Questions
Does this work for OPay, Moniepoint or PalmPay?
Yes, if the company is licensed by the CBN — the Regulations apply to all institutions the CBN licenses or regulates. Use the complaint channel in the app first, then this letter.
The bank says the money went through, but my beneficiary has nothing.
Ask the bank for proof: the beneficiary bank's confirmation with the session ID and time of credit. Then ask the beneficiary to check with their own bank using that session ID.
When can I go straight to the CBN?
Only after complaining to your bank. You can escalate if the bank gives no acknowledgement within 3 days, or after it decides — within 90 days of receiving the decision.
Official sources
Other documents
Keep the papers in one place
Letters, receipts and notices in one folder you can share with family or a lawyer. The templates and the editor are free; Layers is free for up to 20 people.
This is a ready document and a deadline calculation, not legal advice.