NERSI grant: Six ways to file complaints when the FG helpline is not answering

Beneficiaries of the Federal Government's N50,000 National Emergency Relief and Stabilisation Intervention (NERSI) grant can still resolve payment complaints when the official helpline is not answering. The Ministry of Humanitarian Affairs and Poverty Reduction says an unanswered call does not mean a beneficiary has lost eligibility or that payment has been cancelled.

Withdrawals may fail, wallets may be inaccessible and enquiries may go unanswered. Beneficiaries should use official provider channels, keep records and avoid anyone demanding fees or sensitive banking details.

Contact the payment provider first

Beneficiaries who received payment notifications through participating financial service providers should contact the provider linked to their wallet. Providers named in connection with the programme include OPay, Moniepoint, MoMo Payment Service Bank, ALAT and NairaGram.

Use official customer support channels in the provider's mobile application or verified website. Complaints about failed withdrawals, inaccessible wallets or missing transaction records should go to the provider responsible for the account.

Use written complaints and official numbers

Where telephone support is unavailable, check whether the relevant government agency or payment provider offers an official online complaints form. A written complaint should explain the problem clearly, including when it occurred, the payment provider involved and any reference number already issued.

The Ministry has published contact numbers for payment-related difficulties. ALAT by Wema: 0803 900 3700. MoMo PSB: 671 or 0803 106 7100. NairaGram: 0201 330 0880 or 0201 330 0881. OPay: 0700 888 8328 or 0201 888 8328. Moniepoint: contact support through its official application or website. The dedicated NERSI helpline remains 0700-022-2222.

Payment and wallet complaints should go to providers. Questions about selection and programme administration should go to NERSI support.

Keep records and avoid fake agents

Beneficiaries should retain SMS notifications, transaction references, complaint numbers and screenshots showing failed transactions. These records can help customer service representatives investigate without forcing applicants to repeat their complaints. Where an initial complaint remains unresolved, beneficiaries can request escalation through the provider's customer service process and record the dates of previous enquiries and any responses.

Not every delayed payment means a failed transaction. The government says beneficiaries are selected through the National Social Register and verified identity records, with notifications sent through approved providers. Beneficiaries who have not received confirmation should check eligibility through official channels instead of assuming funds have been withheld.

No individual can influence beneficiary selection or guarantee payment, according to the Ministry. NERSI does not require registration payments, processing charges or payments to agents. Beneficiaries should never disclose PINs, one-time passwords or Bank Verification Numbers to anyone claiming to represent the programme.

For verified updates, beneficiaries can consult the official NERSI information portal. The Ministry has not confirmed a separate NERSI-specific online complaint portal or guaranteed resolution timeframe.

The practical effect for beneficiaries is that payment problems can be documented even when phone lines fail. For consumer wallets, the advice points to official channels and record keeping, which can reduce fraud and repeated complaints.