File a Complaint

If something has gone wrong, tell us. This page explains how to raise a formal complaint, what we do with it, and how long each stage takes.

Last updated: 1st January, 2026

Before you file

Most issues are resolved fastest through live chat in the app, where our team can see your transaction history straight away. Use the formal process below if chat has not resolved it, if the matter is serious, or if you would like a written record.

If you believe your account has been compromised, do not wait — call +234 813 2209 554 immediately so we can secure it.

Submit your complaint

Give us as much detail as you can. Transaction references, dates and screenshots all help us investigate faster.

We use the details you provide here only to investigate and resolve your complaint, as described in our Privacy Policy.

You can also write to us at help@sonwoh.com with the same information.

What happens next

  1. Acknowledgement — within 1 business day. We confirm receipt and send you a reference number.
  2. Investigation — up to 10 business days. We review your account, the transaction records, and anything the relevant network, biller or partner can tell us. We may come back to you for more detail.
  3. Outcome. We write to you with our findings, what we are doing about it, and the reasoning behind the decision.
  4. Review. If you are not satisfied, reply within 30 days and a senior member of the team who was not involved in the original decision will take a fresh look.

Complex cases — particularly those involving a third-party biller, a blockchain network, or a law enforcement request — can take longer. Where that happens we will tell you why and keep you updated.

If we cannot resolve it

If you remain dissatisfied after our review, you may escalate the matter to the relevant Nigerian regulator or consumer protection body for the service in question. We will provide the records you need to do so.

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