Identify which system is pending
Open the bank or wallet history and the cashier history separately. Record whether the payment is pending, posted, reversed or missing. A cashier order can remain pending even when the bank shows a debit.
Give support a searchable record
Send the cashier order ID, payment reference, time, NGN amount and the status shown by each service through the official support channel. Ask which team is tracing it and retain the ticket number. Remove full card details and unrelated transactions from screenshots.
When to stop and verify
Do not retry while the original debit is unresolved. If the operator says it was returned, match the reversal against the debit before treating the matter as closed.