Quick answer
To report an incorrect Moniepoint POS transfer, save the transaction reference, amount, date, time, sender and recipient details, then contact Moniepoint through its official support route and notify the bank or wallet involved. Do not assume a transfer can be cancelled after settlement. Ask for a complaint reference and follow the official reversal or dispute process.
What to do in the first few minutes
Stop sending more money and do not delete the alert or receipt. Write down the exact amount, transaction reference, time, terminal or merchant name, destination account and the reason it was wrong. If the recipient is known, request a return in writing, but do not threaten or publish their details. Report the issue to the provider and bank immediately.
Wrong account versus failed transaction
A wrong-account transfer is different from a failed POS debit. For a wrong transfer, recovery may depend on the recipient's cooperation, provider investigation and applicable banking procedures. For a failed debit where the recipient received no value, ask the bank and Moniepoint to investigate the transaction status and reversal path. Use one reference per transaction.
What evidence to attach
Include the debit alert or statement entry, POS receipt, transaction reference, terminal ID if shown, sender account or wallet, recipient details, merchant location and screenshots of relevant messages. Remove your password, OTP, card PIN and full card number. Keep the original files and send copies only through the official support channel.
How to write the complaint
State what happened in chronological order: ‘I sent or was debited NGN [amount] on [date/time]. The transaction reference is [reference]. It was sent to or processed by [details]. The error is [wrong recipient/duplicate/no value]. Please confirm the status and advise the official reversal or dispute process.’ Ask for the expected response window.
If the complaint is not resolved
Keep the ticket, provider response and bank complaint reference. Escalate through the institution's formal complaint channel and then use the relevant regulator route if the bank's process does not resolve it. Do not pay a recovery agent, share a one-time password or install an unknown remote-access app.
Quick decision helper
What should you do next?
Classify the transaction before asking for a reversal
Use the receipt or app record to classify the problem as wrong recipient, duplicate transfer, failed transfer, pending transfer, debit without value or merchant settlement dispute. The remedy and evidence can differ. A transfer that is still pending may need monitoring, while a settled wrong-recipient transfer should be reported urgently with the recipient details and reference.
Do not edit screenshots to hide a wrong amount or send an incomplete receipt. If the transfer was made by a POS operator for a customer, the operator should keep the customer instruction, terminal reference and settlement record. If your personal account was debited, notify your own bank as well as Moniepoint because each institution may need to open a different investigation.
Use one written timeline and update it when support replies. Note what the provider confirmed, what is still unknown and the next response date. This is more effective than sending the same complaint to several unofficial phone numbers and increases the chance that the final investigator can match the evidence.
Details that prevent avoidable mistakes
A request to reverse an error transfer is not the same as a request to charge back a card transaction or dispute a cash withdrawal. Use the wording that matches the event and identify whether the sender, recipient, merchant or bank account was debited. Clear classification helps support send the case to the right operations team and reduces the risk of a delay caused by an incomplete complaint.
If the transfer involved a customer at a POS location, keep the customer's instruction and the terminal receipt, but protect their personal information. Do not post account numbers, phone numbers or identity documents in a public group while asking for help. A support ticket, bank complaint reference and exact transaction ID are more useful than public exposure.
People also ask
Can Moniepoint cancel a transfer immediately?
It depends on the transaction status and whether it has settled. Report immediately, but do not assume cancellation is guaranteed.
What if the recipient refuses to return the money?
Keep the reference and use the official bank or provider dispute route. Do not harass or expose the recipient publicly.
Should I share my OTP to reverse a transfer?
No. A legitimate support process should not require your OTP, card PIN or online-banking password.