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The short answer
Report a wrong transfer to Zenith Bank at once, on 01-292 7000 or zenithdirect@zenithbank.com, with the session ID, amount, date and the account you paid. Under the CBN's instant transfer regulation, a transfer sent wrongly by the customer can only be returned with the recipient's consent, though the receiving bank can place a lien while it contacts them; a transfer that failed because of a bank error is reversed without the recipient's consent.
One wrong digit in an account number, or picking the wrong saved beneficiary, can send money to a stranger. Nigerian transfers are instant, so there is no cancel button. What there is, is a recall process run between the two banks under CBN rules. Speed matters: the sooner the receiving bank knows, the more likely the money is still in the account.
First hour: what to do
- Do not send a second transfer to 'test' anything.
- Find the transaction in the Zenith app or your alert, and note the session ID (a long reference), amount, date and time, and the recipient's bank, account number and the name shown at confirmation.
- Call Zenith Direct on 01-292 7000 (also listed as +234-1-2787000 and 0700ZENITHBANK in Zenith's FAQ) and say you want to recall a wrongful transfer.
- Follow up in writing to zenithdirect@zenithbank.com with the same details and a screenshot, so there is a dated record.
- Ask for a complaint reference number and write it down.
Zenith may ask you to sign an indemnity, a letter saying you take responsibility if the reversal later proves wrong. That is normal for customer-error recalls.
How the recall works under CBN rules
The CBN's Regulation on Instant (Inter-Bank) Electronic Funds Transfer Services, issued 13 September 2018 and summarised by G. Elias on Mondaq, separates two situations:
| Situation | What the regulation provides (per the Mondaq summary) |
|---|---|
| Error by a bank or the system | Reversed without the beneficiary's authorisation; the request should be made within 14 working days and reversal done within 1 business day |
| Error by the customer (wrong account) | Needs the beneficiary's consent; the receiving bank can place a lien on the funds for up to 2 weeks while it contacts them |
| Beneficiary does not consent | The banks' internal auditors mediate, within 2 weeks |
In practice, Zenith sends a recall request to the receiving bank. That bank checks whether the money is still there, may place a lien, and contacts its customer. If the recipient agrees, the money returns. If they have spent it, or refuse, the matter can move to mediation and, in the end, to legal action.
A sample written report
Your email to Zenith should be short and complete. Something like this works:
Subject: Wrongful transfer recall, account ending 1234. On 14 October 2026 at 10:42 I sent ₦85,000 from my Zenith account ending 1234 to account 0123456789 at [recipient bank], name shown [name], session ID [ID]. This was a customer error; the intended account was 0123456789 at a different bank. Please place a lien and recall the funds. I attach the receipt. Phone: [number].
The figures in the sample are an example. Keep copies of everything you send and receive, and note the names of staff you speak to.
USSD, app and internet banking
The recall process is the same whichever channel you used, because the transfer goes through the same interbank rails. What differs is where you find the reference. On the app, open the transaction and look for the receipt. On *966#, the confirmation SMS carries the details; keep it. On internet banking, download the transaction receipt. If you cannot find a session ID, give the exact time and amount and the bank can trace it.
Transfers to another Zenith account
If the wrong account is also at Zenith, the bank deals with both sides itself, which tends to be faster. The same consent rule applies to a customer error.
If it is not resolved
Escalate within Zenith first, in writing, citing your reference. If you are not satisfied, the CBN's Consumer Protection Department accepts complaints after you have first complained to the bank; its page asks you to allow the bank time and to include your details, the transaction history, the amount and proof that you reported to the bank first. Never send a PIN or password. See escalating a Zenith complaint and complaining to the CBN.
If someone sent money to you by mistake
Do not spend it, and do not send it back to a number that calls you. Some scams start with a deliberate 'wrong' transfer followed by pressure to return it to a different account. Report it to your bank and let the banks reverse it. Our guide someone sent money to your account by mistake explains why.
Prevention
- Read the account name shown on the confirmation screen before you approve.
- Save frequent beneficiaries rather than typing account numbers.
- For large first-time payments, send a small amount first and confirm receipt.
Where Pryme fits
On Pryme, the Personal Assistant can prepare a transfer for you, but nothing moves until you approve it, which gives you a moment to check the details.
Questions people ask
Can Zenith reverse money I sent to the wrong account?
Zenith can request a recall from the receiving bank. For a customer error, CBN rules need the recipient's consent, though a lien can hold remaining funds while they are contacted.
How long does a Zenith wrong transfer reversal take?
There is no fixed time for customer-error recalls. The CBN regulation allows a lien of up to 2 weeks and mediation within 2 weeks if consent is refused; bank-error reversals should be done within 1 business day.
What is a session ID and where do I find it?
It is the unique reference for an interbank transfer. It appears on the transaction receipt in the Zenith app and helps the receiving bank trace the payment.
Who do I call at Zenith for a wrong transfer?
Zenith Direct on 01-292 7000 or +234-1-2787000, or email zenithdirect@zenithbank.com, as listed in Zenith's FAQ.
Sources
- Mondaq (G. Elias): CBN Regulation on Instant (Inter-Bank) Electronic Funds Transfer Services · accessed Oct 2026
- CBN: Consumer Protection Department complaints management · accessed Oct 2026
- Zenith Bank: Frequently asked questions · 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.