How to Report Fraudulent POS Agents in Nigeria

POS (Point‑of‑Sale) agents are people or businesses who offer services like cash withdrawal, deposits, bill payments etc, using POS machines. Most of them are honest, but some act fraudulently—charging too much, stealing money, withholding reversals etc. If you ever encounter a fraudulent POS agent in Nigeria, it is important to report them correctly so you (and others) are protected.

What Is Fraudulent POS Agent? Definitions & Types of POS Fraud

POS fraud means when a POS agent abuses the trust of customers by dishonest or illegal acts during POS transactions.

Here are types of fraudulent behavior by POS agents:

Charging higher than the approved rate for withdrawals or services.
Not giving correct change or withholding cash.
Debiting customer’s account for a transaction but failing to deliver cash (failed reversal).
Using fake or tampered POS devices (skimming, card‑reader overlays) to steal card data.
Misrepresenting themselves (posing as official agents, fake IDs).
Delaying, refusing, or ignoring complaints after failure or overcharge.

Knowing these types will help you identify fraud and act quickly.

How to Recognize Fraudulent POS Behavior / Red Flags

To protect yourself, learn to spot when things are wrong. These are red flags:

Red Flag	What It Means
Agent charges much higher fee than usual or than advertised by authorities	They may be abusing scarcity or lack of regulation locally.
Agent asks for PIN entry in suspicious way, or unmasked keypad, or covers screen	They may be trying to record your PIN for fraud.
POS device looks tampered, or keypad overlay, or seems fake	Could be illegal device used for skimming.
After transaction, your bank says “failed” but funds debited	They may be withholding cash.
Agent refuses or delays giving official receipt or transaction reference	Hard to trace without proof.
Agent acts outside registered location (e.g. far from their usual spot), or moves device around	Device may be used inappropriately; CBN geofencing rules are coming.

Steps to Take Immediately When You Suspect POS Fraud

If you believe a POS agent has done something wrong, do these things now. Acting quickly helps trace the issue.

Record all details
Write down date, time, agent name, shop name or location, POS terminal ID if visible, what they asked you to do, what you gave (money, card), how much was debited, what happened.
Get evidence
Keep receipts, bank SMS or email alert, any photo/scan of POS device, screenshots from bank app.
Tell the agent / merchant first
Politely ask for explanation. Sometimes it’s a mistake or system fault. See if agent will reverse or fix.
Contact your bank
If your bank account was debited, call bank’s fraud line or help desk. Show them your evidence.
Avoid paying more or giving more personal info
Do not share your PIN, password, or unnecessary personal info. Fraudulent agents may ask for more under false claims.
Note anything unusual
Any threats, refusal to help, name of provider etc. will help when reporting.

How to Report Fraudulent POS Agents: Authorities & Channels

When the agent or bank fails to resolve it satisfactorily, escalate to authorities and regulatory bodies. Here are the places you can report to and how.

Reporting to Your Bank or POS Provider

Your bank (if card issued by bank) should have a fraud or customer complaint desk. Call or visit branch.
The POS provider company (if agent works for a provider like Opay, PalmPay, Moniepoint) will usually have a customer support or agent support channel.

How to report to them:

Explain what happened, with evidence (receipt, SMS, bank alert).
Show you tried with the agent first.
Ask when and how they will refund or reverse the transaction.

This is the first and simplest route.

Reporting to the Central Bank of Nigeria (CBN)

CBN is regulator for banks and POS operations. When a bank or POS provider fails to help, you can go to CBN’s Consumer Protection Department (CPD).

Use CBN’s Complaint Lodgment / Consumer Protection Department.
Contact by email: [email protected]
Phone: +234 700 225 5226
You can write a letter addressed to Director, CPD, CBN, Abuja. You may also go to any of its branches.

CBN requires that you first try reporting to your bank or provider, and wait (2 weeks to 30 days) for resolution before escalating.

Reporting to EFCC and Special Fraud Unit (SFU)

For serious frauds (large amounts, criminal behaviour), reporting to EFCC or Police Special Fraud Unit (SFU) is necessary.

EFCC handles financial crimes, including fraud by POS agents.
You can submit petitions or complaints via EFCC’s website, via email, or through their app (Eagle Eye).
SFU can be involved particularly if it is cyber‑fraud or impersonation etc. SFU contact: phone 07082276895, email [email protected]

Reporting to Federal Competition & Consumer Protection Commission (FCCPC)

FCCPC handles consumer protection and unfair business practices. If POS agent is overcharging, misleading, or abusing consumer rights, FCCPC is relevant.

Use FCCPC’s complaint portal or app.
Provide details of service, agent, rate charged vs what is permitted, evidence.

Public Complaints Commission (PCC)

PCC handles complaints against private companies or service providers. If you feel you suffered loss because of a POS agent and other routes have failed, PCC can help.

Contact PCC by phone +23480701000580 or +2342097000099
Email or letters are accepted. Be clear in your request.

Information You Need to Include in Your Fraud Report / Complaint

When making a complaint, it helps if you include full, accurate information. This helps authorities act faster.

Here are things to include:

Your name, address (where you live), phone number, email etc.
The name & address of the POS agent / shop / merchant.
POS terminal ID number if visible, or device serial number.
Date, time of the transaction.
Amount involved.
What was supposed to happen vs what actually happened (e.g., you withdrew ₦5,000, you were debited but no cash; or agent charged ₦500 for ₦10,000 withdrawal instead of permitted rate etc.).
Copies/screenshots of receipts, bank statements or SMS alerts.
Evidence you tried resolving it locally (with agent or bank).
Any other info like photo of POS device, shop, maybe video if possible.

Avoid sharing sensitive information like your PIN or full bank password.

Sample Complaint Letter / Message Template

Here is a template you can use when writing or sending a complaint to bank, CBN or other authority. You can fill in your details.

Subject: Complaint Against Fraudulent POS Agent – Overcharge / Failed Transaction

To: Consumer Protection Department, Central Bank of Nigeria (or [Bank Name] Fraud Desk / EFCC)

From: [Your Name]
Address: [Your Address]
Phone: [Your Phone Number]
Email: [Your Email Address]

Date: [Date of writing]

Complaint:
I am writing to report a fraudulent POS agent located at [Shop Name / Address]. On [Date], at around [Time], I attempted a [Service type: e.g. cash withdrawal / bill payment] transaction of ₦[Amount] using POS terminal ID [if known]. I was charged ₦[Charged amount], which is much higher than the approved rate of ₦[Approved rate] for that service. Also, I was debited in my bank account (bank name: [Bank]) but did not receive the cash / goods / correct value.

I have attached the following evidence:
• Photo / receipt of transaction
• SMS / bank alert showing debit
• Any other relevant info (receipt from agent, witness, etc.)

I have first tried resolving this with the agent / shop and with my bank ([Bank Name]) on [Date you contacted bank/provider], but no satisfactory resolution was given.

Request:
I ask that your office investigates this matter, ensures my funds are reversed, and that the agent is sanctioned if found acting unlawfully.

Thank you for your prompt attention.

Signature:
[Your Name]

You can send this as email or physical letter or use online form depending on authority.

Follow‑up, Monitoring & What to Expect

Reporting is not the end. You should follow up and know what to expect.

When you report, ask for reference number / complaint ID. Authorities like FCCPC, CBN, EFCC often give a tracking code.
Monitor your email / phone for replies. Some may contact you for more info.
Give them reasonable time: sometimes 2 weeks, 30 days depending on institution.
If no response, escalate to higher authority: if bank fails, go to CBN CPD; if still no outcome, EFCC or Consumer Protection bodies.
Keep documenting everything: dates, names of people you spoke with, what they said.

Pros and Cons of Reporting Fraudulent POS Agents

Knowing benefits & downsides helps you decide and prepare.

Pros	Cons
You may get your money back or reversed.	The process can take time; may be frustrating.
Fraudulent agents may be punished, reducing risk for others.	Some complaints may be ignored or bureaucratic.
Helps build safer POS environment; pressure on providers to behave well.	You may need to provide proof; not always easy to get receipts or evidence.
Raises awareness; more people will know what to do.	If agent is powerful or connected, may resist.
Supports regulation; contributes to fairer pricing.	Some authorities may have capacity challenges; delays possible.

Comparison: Which Reporting Channel Works Best for What Scenario

Depending on your situation, some channels are more appropriate than others.

Situation	Best Channel	Why or When to Use It
Small overcharge by agent / minor issue	Bank or POS provider	They might solve quickly without heavy bureaucracy.
Bank fails to respond or reversals not done	CBN Consumer Protection Department	As regulator, they enforce rules.
Large sum involved, fraud or theft suspected	EFCC or SFU	They handle serious financial crime.
Consumer unfair practice or business policy issue (not only your case)	FCCPC or PCC	They deal with consumer protection and business compliance.
Agent charging above approved POS rate (fixed policy violation)	CBN is specific channel authorized to enforce POS charge rules.

Examples / Case Studies of POS Fraud Reports

These are fictional or generalized scenarios built from public reports to show how cases play out.

Case A: A commuter in Lagos used a POS to withdraw ₦9,000 but was charged ₦500 instead of standard charge. The agent refused to give receipt. The customer reported to the bank, then to CBN using [email protected]. Within 1 week, CBN instructed agent to reverse extra fee and warned agent.
Case B: A student in Port Harcourt had ₦5,000 debited but received no cash. Bank said system failed. Student followed up with evidence (SMS alert, bank statement) and wrote complaint to CPD, CBN. After about 10 days, money was reversed.
Case C: A trader in rural area was using a POS device advertised with high capacity, but device was weak, agent kept increasing fees, refused to give receipts. After many failed customers, a group reported to FCCPC and CBN. Investigation led to agent losing license.

These show that reporting can work, but often require persistence and evidence.

Summary Table

Step	What to Do	Who to Contact	Key Info to Provide
Step 1	Gather evidence immediately (receipt, SMS, etc.)	—	Date, amount, POS ID, agent/shop location
Step 2	Report to Bank / POS Provider	Bank’s fraud department or POS provider support	Provide evidence, explain issue, ask for reversal
Step 3	If bank/provider doesn’t fix in 2 weeks or so	CBN Consumer Protection Department	All evidence + show you first tried bank/provider, request sanction if needed
Step 4	For serious or criminal fraud	EFCC / SFU	Larger amount, theft, misrepresentation etc., with proof
Step 5	Report unfair business practices	FCCPC / PCC	Overcharging agents, signs of consumer rights violation
Step 6	Follow up & monitor	Whichever authority you reported to	Keep reference ID, emails, responses

Conclusion

Fraudulent POS agents hurt trust, cost people money, and discourage the use of POS services. But you do not have to stay quiet. You have rights, and there are ways to report. This guide shows simple steps:

Identify the fraud clearly
Gather evidence
Report first to the agent or bank
Escalate to CBN, EFCC, FCCPC, SFU, PCC if needed
Use the correct contact details and include all relevant info

Report early, keep copies, insist on your rights. When more people report, the system improves. You help yourself and others.

FAQs

What is the approved POS charge rate by CBN for withdrawals?
As of recent policy, CBN pegged ₦200 for withdrawals up to ₦10,000, and ₦100 for withdrawals of ₦5,000 and below. If a POS agent charges more, it is reportable.
Which authority handles POS agents charging above approved rate?
The Central Bank of Nigeria (CBN) is the main regulator. You can report such POS agents to CBN via its email [email protected] or by phone at 0700 225 5226.
Can I report POS fraud online?
Yes. You can send emails, use online complaint forms (e.g. CBN CPD website), and use portals of EFCC, SFU, FCCPC. Some have apps too.
Do I need to go to a physical office to report?
Not always. Many agencies accept email, online forms or phone reports. However, for more serious issues or large amounts, a physical visit or letter might help.
How long will it take to get a response or reversal after reporting?
It depends on the authority and severity. Banks may respond in 1‑2 weeks. CBN CPD or Consumer Protection often give up to 30 days. EFCC or SFU may take longer for investigation if amounts are large.
What happens if the bank or POS provider refuses to act?
Then escalate. Use CBN CPD, upload your complaint to EFCC or SFU or FCCPC. Also show evidence you tried local resolution.
Will my report remain confidential?
Many authorities protect complainant identity, though you may need to provide your contact info for follow‑up. Your PIN or password should never be requested.
What qualifies as evidence in POS fraud cases?
Good evidence includes receipts, bank SMS or notifications, bank statement showing debit, photos of POS device, witness statements, location data.
Can I get back my stolen funds?
If case is clear and evidence strong, yes. Banks or POS provider can do reversal. But sometimes some portion may not be recoverable if agent is uncooperative or funds moved.
Does POS fraud always mean criminal charges?
Not always. Some cases are civil or consumer disputes. But if there’s intentional theft, scams, or impersonation, EFCC or SFU may treat it as criminal.
Can I report POS fraud anonymously?
Some portals or agencies allow anonymous reports, but it’s harder to follow up without your identity. Providing name/contact helps speed resolution.
What is the role of CBN geotagging rules in POS fraud prevention?
CBN has imposed a directive that POS terminals must operate within 10 metres radius of registered address and be geotagged. This helps prevent agents moving machines or unauthorized usage.
Are there penalties for fraudulent POS agents?
Yes. CBN and regulatory bodies can sanction or revoke licenses, impose fines. Criminal bodies may prosecute for fraud.
Is it necessary to report even if it’s a small amount?
Yes. Reporting small frauds helps build patterns and may stop bigger frauds. Also, you may recover your money.
Can reports be followed up?
Yes. After submitting complaint, you should get tracking code or reference. Use that to follow up. If no progress, escalate.