Quick answer
If you see an unexplained bank charge, download your statement, identify the date and description, ask the bank for the charge basis, request reversal if wrong and escalate with evidence if the bank does not resolve it.
This guide is written for Nigerians who need a practical next step. It gives the direct answer first, then shows what to verify, what to prepare, what mistakes to avoid and which related Explainer.NG pages can help.
Start with the statement
Debit alerts can be incomplete. Use your statement to see the exact narration, date, amount and pattern.
Some charges may be regulatory, service-related or transaction-specific, but the bank should explain them clearly.
- Date
- Amount
- Narration
- Account affected
- Related transaction
- Previous similar charges
How to complain
Send a written complaint with the charge details and why you believe it is wrong. Ask for reversal or explanation.
Keep the complaint reference because it is needed for escalation.
Escalation
If the bank ignores the complaint or gives no clear basis, escalate through the formal complaint route.
Do not share card PINs or passwords while seeking help.
Checklist
- Download statement
- Mark charge
- Ask bank for basis
- Request reversal if wrong
- Keep ticket number
- Escalate if unresolved
People also ask
Can banks reverse charges?
They can reverse wrong charges after review.
Is every charge illegal?
No. Ask for the charge basis.
Should I complain by phone only?
Use written channels too.
Can CBN help?
After bank complaint first, yes for eligible complaints.
What evidence matters?
Statement extract, alerts and complaint reference.