Hello,
I’m PC Olademehin Samson
I need your advice on an issue I’m currently facing.
On 14/05/2026, I made a withdrawal of ₦200,000 from my InvestNaija wallet to my UBA account, but up till now I have not received the funds.
I’ve been in contact with InvestNaija Customer Service, and they insist that the transaction was successful on their end. They provided transaction details and references, claiming the payment was sent to my UBA account.
However, after contacting UBA Customer Service multiple times, they informed me that they cannot see any record of the payment being received. I even obtained my bank statement, which shows that no ₦200,000 credit was received on the date in question.
At the moment, InvestNaija says the payment was successful, while UBA says they have no record of receiving it. I seem to be stuck between both parties, and the issue has been unresolved for weeks.
Please, based on your experience, what is the fastest and most effective way to resolve this situation? Is there a specific document, escalation process, or regulatory channel I should pursue to get either the payment credited to my account or refunded back to my InvestNaija wallet?
Also, is there any way I can obtain direct contact details for InvestNaija management or operations staff and speak with them directly rather than communicating only through email and support tickets?
I would greatly appreciate your guidance.
Thank you.
If the withdrawal was initiated on 14 May 2026 and you still have not received the ₦200,000, this has gone beyond a normal settlement delay. The key now is to stop the back-and-forth and obtain evidence that clearly identifies where the payment failed. What you should request from InvestNaija immediRead more
If the withdrawal was initiated on 14 May 2026 and you still have not received the ₦200,000, this has gone beyond a normal settlement delay. The key now is to stop the back-and-forth and obtain evidence that clearly identifies where the payment failed.
See lessWhat you should request from InvestNaija immediately
Ask them for the following:
Proof of payment (POP) showing:
Amount: ₦200,000
Date and time
Destination account number
Destination bank (UBA)
Session ID or NIBSS transaction reference
Payment processor reference (if Paystack, Titan Trust Bank, etc. was used)
The NIBSS Session ID
This is often the most useful reference for tracing interbank transfers in Nigeria.
UBA can search more effectively with this than with an internal InvestNaija reference.
A settlement confirmation
Ask whether the funds were actually settled to UBA or whether the transaction merely shows “successful” on their platform.
What to do with UBA
Instead of asking whether they received the money, provide them with:
NIBSS Session ID
Transaction reference
Date
Amount
Destination account number
Request that they open a payment trace investigation rather than simply checking your account history.
Many front-line customer service agents only check account entries. A payment trace request is a deeper investigation.
Escalate in writing
If you have not already done so, send a formal written complaint to InvestNaija requesting:
Proof of settlement
NIBSS Session ID
Status update within a specified period (e.g., 5 business days)
Keep copies of:
Emails
Support tickets
Bank statements
Screenshots of the withdrawal
Regulatory escalation
If neither side resolves the matter after receiving the above evidence, escalate to:
The financial institution holding the payment infrastructure involved.
The relevant Nigerian financial regulator if the complaint remains unresolved after exhausting internal complaint procedures.
When escalating, provide:
Withdrawal screenshot
Bank statement showing no credit
InvestNaija references
Correspondence from both parties
A practical observation
In situations like this, the issue is often one of three things:
The transfer was marked successful internally but failed during settlement.
The account details transmitted were incorrect.
The receiving bank has the transaction in a suspense/reconciliation queue.
The NIBSS Session ID is usually what exposes which of these occurred.
Regarding direct contact with management
I would be cautious about seeking personal contact details of management staff. A better approach is to ask InvestNaija for escalation to:
Operations team
Finance/Reconciliation team
Complaints Resolution Unit
Those teams typically have access to payment logs that ordinary customer-service agents do not.
Before taking any further steps, I would ask InvestNaija one specific question:
“Please provide the NIBSS Session ID and proof that the ₦200,000 was successfully settled to my UBA account. UBA has confirmed they cannot locate the payment on their system.”
If you can obtain the transaction reference, session ID, or proof of payment from InvestNaija, I can help you interpret it and advise on the next escalation step.