Failed Transaction Form

A Failed Transaction:
This is when your account is debited for a transaction which did not give you the intended value. It happens when:
(1.) The ATM does not give you cash but your account is debited for the same amount.
(2.) The POS/Web declines your transaction, but your account is debited for the same value.

When a Failed Transaction Is Reversed

Transaction	Local Transactions		Foreign Transactions
Channel	Sterling Bank’s ATM/POS/Merchant Website	Other Banks’ ATM/POS/Merchant Website	ATM/POS/Merchant Website
Reversal	2 Days	5 – 8 Days	45 Days

ATM: Withdrawals, Funds Transfer and Bill Payments

First Name

Last Name

Account Number

Transaction Date

Type of Complaint

Bank ATM

Other ATM

ATM Location

Amount Requested

Amount Received

Card Type

Card Details (Last 4 digits)

Beneficiary Bank/Merchant

Beneficiary Acct.

Comment

USSD: Airtime, Funds Transfers and Bills Payments

First Name

Last Name

Account Number

Transaction Date

Type of Complaint

Amount

Beneficiary Bank/Merchant

Beneficiary Acct./phone number

Comment

Onepay: Airtime, Funds Transfer, Bills Payments

First Name

Last Name

Account Number

Transaction Date

Type of Complaint

Amount

Beneficiary bank/Merchant

Beneficiary Acct./phone number

Comment

POS/WEB

First Name

Last Name

Account Number

Transaction Date

Type of Complaint

Location

Merchant Name

Merchant Website

Currency

Amount Requested

Card Type

Card Details (Last 4 digits

Comment

Self Service

E-BANKING

Accounts

Cards

More...

Corporate

E-BANKING

SME

Loans

Payments

H.E.A.R.T

Failed Transaction Form

ATM: Withdrawals, Funds Transfer and Bill Payments

USSD: Airtime, Funds Transfers and Bills Payments

Onepay: Airtime, Funds Transfer, Bills Payments

POS/WEB

Personal Banking

Business Banking

Alternative Banking

Compliance & Legal

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