AI agents for business finance: what they can and can't do
What AI agents can do in bookkeeping, close, collections and compliance today, where a person must stay in charge, and how to judge a product.
The short answer
Keep the teller slip or the machine receipt, note the machine or branch, time and amount, and log a written complaint with your bank the same day. The bank reconciles the teller till or the machine against its records and credits you if the count shows your cash. If it does not acknowledge within 3 days or resolve within 2 weeks, the CBN complaints guide lets you escalate to its Consumer Protection Department.
Why a cash deposit can go missing
Cash is different from a transfer: there is no electronic trail until someone posts it. A missing deposit usually comes down to one of four things.
- Posting error: the teller or the system credited the wrong account number, often one digit off.
- Delayed posting: the deposit was taken after cut-off or during a system outage and posts later.
- Machine fault: a cash deposit machine counted the notes but the session failed, or the notes were retained.
- Third-party agent: the cash was handed to an agent or a staff member outside the formal process.
The first three are fixable through reconciliation. The fourth is the hardest, which is why the evidence you keep matters.
The evidence that settles it
| Where you paid | Evidence to keep | Why it matters |
|---|---|---|
| Branch counter | Stamped teller slip (your copy), teller name or ID if shown, time | Links your cash to a specific till that day |
| Cash deposit machine | Machine receipt, machine location or ID, time, photo of the screen if it showed an error | Lets the bank match your session to the machine's journal and cash count |
| Agent or POS outlet | Printed receipt, agent name, terminal ID, phone number | Ties the cash to an agent account the bank can trace |
| Any | Your own note of the amount and denominations | Helps if the till or machine shows an overage |
If you have no slip at all, write down everything immediately: date, time, branch, the person who took the cash, and any witness. A complaint made the same day is far more credible than one made a month later.
Steps
- Check carefully. Look at your statement, not only the app balance, and wait a short while if the deposit was close to closing time.
- Complain in writing the same day. At the branch, or by email to the bank's customer care, with your slip or receipt attached. Ask for a complaint or tracking number.
- Ask what will be reconciled. For a branch, the teller's till for that day; for a machine, the machine's electronic journal and its cash count when it is next emptied.
- Follow up on the dates given. Ask for the outcome in writing, whether credited or declined, with the reason.
- Escalate if needed. The CBN's complaints guide says an institution should acknowledge your complaint and issue a tracking number within 3 days and that you should allow 2 weeks for resolution. After that, write to the CBN Consumer Protection Department at cpd@cbn.gov.ng or by letter to The Director, Consumer Protection Department, CBN, Central Business District, Garki, Abuja (or deliver it to any CBN branch).
What to include in a CBN escalation
The CBN guide asks for your name, address, phone and email; the institution's name; your account details (never your PIN or password); the date and history of the transaction; the amount claimed; supporting documents; and proof that you first complained to the bank. A copy of the teller slip or machine receipt and your complaint email cover most of this.
Worked example
Example only. Kemi deposits ₦95,000 at a cash deposit machine at 6.40pm. The screen freezes, then shows "transaction failed", but the notes are not returned. She photographs the screen, keeps the partial receipt and emails her bank at 7pm with the machine location and time. The bank says the machine will be balanced at the next cash replenishment. Four working days later the count shows an excess of ₦95,000 matched to her session, and her account is credited. Had the bank not replied within 2 weeks, she would have written to the CBN with the photo, receipt and her email.
What to check first
- Is the deposit on your statement under a different narration?
- Was it after cut-off or on a public holiday?
- Did you write the account number correctly on the slip? If not, say so in the complaint so the bank can trace the wrong account.
- Did you hand cash to anyone outside the counter or machine? Report that separately as a possible fraud.
If the bank says the till or machine balanced
Sometimes the reconciliation finds no excess. Ask the bank to tell you in writing which till or machine journal was checked and for which period, and whether a camera record exists for the time you deposited. Then decide whether to escalate with that written outcome attached. A clear written refusal is still useful evidence for the CBN.
Where Pryme fits
Funding an account by transfer rather than cash leaves an electronic reference for every credit. Pryme customers can also generate a verifiable statement through VerifyDoc.ai to show a payment arrived. See how it works. For other channels, read failed ATM or POS refund timelines and transfer debited but not credited.
Questions people ask
I deposited cash in the bank but it has not reflected, what should I do?
Check your statement, then complain in writing the same day with your teller slip and ask for a tracking number. The bank reconciles the till and credits you if your cash is found.
Cash deposit machine took my money but did not credit me, who do I contact?
The bank that owns the machine. Give the location, time and amount, the receipt and any screen photo, and ask for the machine to be reconciled.
How long does a bank have to fix a missing deposit?
The CBN guide says to allow 2 weeks after acknowledgement. If unresolved, escalate to the CBN Consumer Protection Department.
I lost my teller slip, can I still claim?
Yes, but it is harder. Give the bank the date, time, branch, amount and the name of the staff member, and complain as soon as possible.
Sources
- CBN: How to Lodge a Complaint (CPD/GEN/GUIDE/03, January 2022) · accessed Oct 2026
- ThisDay: Respond to customers' enquiries within five days, CBN tells banks (CBN Consumer Protection Regulations, 24 Dec 2019) · accessed Oct 2026
This article is general information, not financial, legal or tax advice. Products described are provided under the terms on this site and are subject to regulation and eligibility.