By The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have concluded plans to introduce a joint refund framework aimed at resolving consumer complaints over failed airtime and data transactions across Nigeria.
The initiative follows a surge in complaints from subscribers who were debited for airtime or data purchases without receiving value due to network outages, system glitches, or human errors during transactions.
NCC, CBN Agree on Unified Refund Policy
The refund framework is the product of several months of stakeholder engagements involving the NCC, CBN, Mobile Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other relevant industry players.
According to the regulators, the framework establishes a unified position between the telecommunications and financial sectors to address the growing problem of failed airtime and data purchases. It identifies the root causes of transaction failures and introduces an enforceable Service Level Agreement (SLA) that clearly defines the responsibilities of all parties involved.
30-Second Refund Timeline for Failed Transactions
Under the new framework, customers who are debited without receiving airtime or data—whether the failure occurs at the bank level or with an NCC-licensed operator—will be entitled to a refund within 30 seconds.
However, in cases where transactions remain pending, refunds may take up to 24 hours. Operators are also required to notify consumers via SMS of the success or failure of every airtime or data transaction.
The policy further addresses issues related to erroneous recharges to ported lines, incorrect airtime or data purchases, and transactions made to the wrong phone number.
NCC, CBN to Launch Central Monitoring Dashboard
Speaking on the development, the Director of Consumer Affairs at the NCC, Mrs. Freda Bruce-Bennett, revealed that the framework provides for the creation of a Central Monitoring Dashboard to be jointly hosted by the NCC and the CBN.
She explained that the dashboard will enable real-time monitoring of transaction failures, identification of the responsible party, tracking of refunds, and detection of SLA breaches across the telecom and banking sectors.
“Failed top-ups are among the top three consumer complaints, and in line with our mandate to protect consumers, we were determined to resolve this issue within the shortest possible time,” Bruce-Bennett said.
Over ₦10bn Refunded to Customers
Mrs. Bruce-Bennett disclosed that pending final approval by the management of both regulators, Mobile Network Operators and Deposit Money Banks have collectively refunded over ₦10 billion to customers affected by failed airtime and data transactions.
She added that implementation of the framework is expected to commence on March 1, 2026, subject to final regulatory approvals and the completion of technical integration by all MNOs, VAS providers, and DMBs.
