NCC, CBN Mandate Instant Refunds For Failed Airtime And Data Transactions

The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have introduced a framework to tackle consumer complaints resulting from unsuccessful airtime and data transactions caused by network outages, system errors, or human mistakes.

This was announced on Thursday by Nnenna Ukoha, Head of Public Affairs at the NCC, who said the move reflects the consumer-focused goals of the commission and its partners.

According to the statement, the framework is the product of several months of collaboration between the NCC, the CBN, Mobile Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other key stakeholders.

Ukoha explained that these discussions were prompted by a growing number of failed airtime and data purchases, where subscribers were debited without receiving the services and faced delays in having the issues resolved.

“The Framework represents a unified position by both the telecommunications and financial sectors on addressing such complaints. It identifies and tackles the root causes of failed airtime and data transactions, including instances where bank accounts are debited without successful delivery of services. It also prescribes an enforceable Service Level Agreement (SLA) for MNOs and DMBs, clearly outlining the roles and responsibilities of each stakeholder in the transaction and resolution process,” the statement said.

Under the framework, if a customer is debited but does not receive airtime or data—whether the issue occurs at the bank or with an NCC licensee—they are entitled to a refund within 30 seconds, except when a transaction is pending, in which case a refund may take up to 24 hours.

The framework also requires operators to send SMS notifications to consumers regarding the success or failure of each transaction. It addresses wrong recharges to ported lines, incorrect airtime or data purchases, and payments made to the wrong phone number.

Speaking on the initiative, the NCC’s Director of Consumer Affairs, Mrs. Freda Bruce-Bennett, revealed that the framework includes a Central Monitoring Dashboard jointly hosted by the NCC and CBN. She explained that the dashboard will allow regulators to track failures, identify the responsible parties, monitor refunds, and detect SLA breaches in real time.

“Failed top-ups rank among the top three consumer complaints, and in line with our commitment to addressing these priority issues, we were determined to resolve it within the shortest possible time,” she said.

“We are grateful to all stakeholders, particularly the Central Bank of Nigeria and its leadership, for their tireless commitment to resolving this issue and arriving at this framework, and for ensuring that consumers of telecommunications services receive full value for their purchases.

“So far, pending the approval of management of both regulators on the framework, MNOs and banks have collectively made refunds of over N10 billion to customers for failed transactions,” she added.

Bruce-Bennett noted that the framework’s implementation is expected to begin on March 1, 2026, following final approvals from both regulators and completion of technical integration by all MNOs, VAS providers, and DMBs.