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The short answer
Report a wrong transfer to Fidelity's True Serve immediately on 0700 343 35489, WhatsApp 0903 000 5252 or through the contact form under "Dispense / Transfer Errors", giving the amount, time, recipient account and session ID. Fidelity then contacts the receiving bank, which can return the money only with the recipient's consent or a lawful basis; if Fidelity has not resolved it after two weeks, the CBN's Consumer Protection Department is the next step.
Why a wrong transfer cannot simply be cancelled
Transfers between Nigerian banks run over the NIBSS Instant Payment system and settle in seconds. Once the credit lands, the money sits in someone else's account at another bank, and Fidelity has no power to debit that account. It can only send a request to the receiving bank, which in turn needs the account holder's agreement, or grounds such as fraud or a court order, to move the money back. See how NIP instant payments work.
That is why the first hour matters. If the recipient has not yet noticed or spent the money, a hold placed by their bank can keep it there.
What to do now
- Call True Serve. 0700 343 35489 (local, 24/7), 0908 798 9069 from abroad, or WhatsApp 0903 000 5252. Say it is a wrong transfer and ask for it to be logged as a recall request.
- Give complete details: the amount, date and time, the account number you sent to, the bank you selected, the name the screen showed, your account number, and the session ID or reference from your debit alert or receipt.
- Get a complaint reference and the name of the person you spoke to.
- Put it in writing the same day. Use Fidelity's contact form and choose "Dispense / Transfer Errors", or email trueserve@fidelitybank.ng, quoting the reference and attaching the receipt.
- Sign what the bank asks for. Banks commonly ask the sender to sign a written request or indemnity before pursuing a recall. Fidelity's public pages do not set out its own form, so ask the agent or your branch exactly which document is needed and where to send it.
- Follow up on the date you were given.
What happens on the other side
| Situation | Likely outcome |
|---|---|
| Recipient at Fidelity, money still there, agrees | Fastest case: Fidelity handles both sides and reverses the credit with consent. |
| Recipient at another bank, money still there, agrees | The receiving bank debits the account and returns the money through the interbank system. |
| Recipient refuses or does not respond | The receiving bank may restrict the funds while it investigates; final recovery may need police or court involvement. |
| Money already withdrawn or spent | Recovery depends on the recipient repaying; banks do not refund a sender's error from their own funds. |
| You were tricked into paying | Report it as fraud, not a wrong transfer, and ask for the fraud team. |
Fidelity does not publish a fixed timeline for wrong transfer recalls on the pages we checked in October 2026. Ask for the expected date when you report it.
Worked example
Example only. You meant to send ₦85,000 to 0123456789 at another bank and typed 0123456798. The debit alert shows ₦85,000, a transfer fee and ₦50 stamp duty, which applies to transfers of ₦10,000 or more and is paid by the sender. Report the principal, both account numbers and the session ID. If the recipient agrees and the money is still there, the principal of ₦85,000 is what is usually recovered; do not assume the fee and stamp duty will be returned, and ask the bank if you want them pursued.
If Fidelity does not resolve it
Keep everything: alerts, screenshots, emails, the complaint reference and names. The CBN asks customers to complain to the bank first and allow two weeks, as set out in its 2011 ATM help desk circular. After that, write to the Director, Consumer Protection Department, CBN, Central Business District, Abuja, or deliver the letter at any CBN branch. Include your contact details, the bank, your banking details (never your PIN or password), the date and history of the transaction, the amount, supporting documents and proof that you reported it to Fidelity first. See how to complain to the CBN and wrong transfer recovery in Nigeria.
If someone sends money to you by mistake
Do not spend it, and do not send it on to a number a caller gives you; a fake "wrong transfer" followed by pressure to refund to a different account is a known scam. Tell True Serve and let the banks handle the return. Read someone sent money to your account by mistake.
How to avoid the next one
- Read the account name the app or *770# shows before you enter your PIN, and stop if it is not exactly who you meant.
- Save regular recipients as beneficiaries.
- For a large payment, send ₦1,000 first and confirm it arrived.
- Copy account numbers from the recipient's own message rather than retyping them.
Where Pryme fits
Pryme shows the recipient's name and asks for your transaction PIN before any transfer moves; see sending money. A verifiable receipt can help you prove what you sent; see receipts.
Questions people ask
How do I reverse a wrong transfer on Fidelity Bank?
Call True Serve on 0700 343 35489 at once, give the amount, time, recipient account and session ID, then confirm in writing through the contact form or trueserve@fidelitybank.ng.
Can Fidelity reverse money sent to another bank?
Fidelity can only request it. The receiving bank returns it with the recipient's consent or a lawful basis such as a court order.
How long does a Fidelity wrong transfer reversal take?
Fidelity does not publish a fixed timeline. Ask when you report it; if unresolved after two weeks, you can escalate to the CBN.
What if the person refuses to return my money?
The receiving bank may hold the funds while it investigates. Final recovery may need a police report or court action.
Sources
- Fidelity Bank: Contact Us (True Serve) · accessed Oct 2026
- Fidelity Bank: Scam Alert · accessed Oct 2026
- Central Bank of Nigeria: Complaints Management (Consumer Protection) · accessed Oct 2026
- Techeconomy: Stamp duty replaces EMTL, sender to bear ₦50 charge on bank transfers (1 Jan 2026) · accessed Oct 2026
- Fidelity Bank: Frequently Asked Questions (Account Opening, E-Channels, Cards, Diaspora, SME) · 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.