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The best way to resolve this is to make sure that it is a scheduled payment not an immediate payment for reversal. Note, if this payment is for a personal beneficiary you will have to contact the other party as you will be only eligible to recall/reverse a debit order not a personal transaction.
You can contact us or visit our nearest branch to action this.
Let me know should you still need further assistance on this.
Please be advised that currently the feature to reverse debit orders on the Mobile Banking App hasn't been enabled. You will need to visit your nearest branch in order to be assisted with the reversal.
A debit order can only be cancelled with the company that is debiting you. Banks do not have the authority to do so and this is the reason why contact must be made with the company debiting you to cancel the debit order. The Bank can however assist you with loading a stop payment for the debit order amount whilst you are in the process of cancelling the debit order. You may contact us on 0860 101 341 to request that an unauthorized debit order be reversed but this needs to be done within 45 days of the debit order date.
Could I kindly advise that you contact our customer care center on 0860 123 000 or forward your payment reference number, account details and contact details to ask[email protected] with the subject line "Prepaid electricity" for in order for one of our consultants to look into this further.. Kindly note that you can obtain your reference number through proof of payment obtainable on the online banking site. Kindly follow these steps to obtain your proof of payment:
Please be advised that the funds will be reversed should the transaction be declared unsuccessful.