NCC, CBN Set to Roll Out Refund Framework for Failed Airtime, Data Transactions »

The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have concluded plans to roll out a joint refund framework aimed at resolving consumer complaints arising from failed airtime and data transactions.

The framework, developed after months of consultations, is designed to address cases where subscribers are debited for airtime or data purchases without receiving value due to network downtimes, system glitches, or human errors.

The engagements involved key stakeholders across the telecommunications and financial sectors, including Mobile Network Operators (MNOs), Deposit Money Banks (DMBs), Value Added Service (VAS) providers, and other industry players, following a surge in complaints over unresolved failed transactions.

According to the NCC, the framework represents a unified regulatory position by both sectors and outlines clear responsibilities for banks and telecom operators. It also establishes an enforceable Service Level Agreement (SLA) to ensure prompt resolution of complaints and timely refunds.

Under the new arrangement, customers who are debited without receiving airtime or data will be entitled to an automatic refund within 30 seconds, except in cases where the transaction remains pending, in which refunds may take up to 24 hours.

The framework further mandates operators to notify customers via SMS on the status of every transaction, whether successful or failed. It also covers issues related to erroneous recharges on ported lines, incorrect data or airtime purchases, and transfers to wrong phone numbers.

Speaking on the development, the NCC’s Director of Consumer Affairs, Mrs. Freda Bruce-Bennett, disclosed that a Central Monitoring Dashboard will be jointly hosted by the NCC and the CBN to track transaction failures, refunds, responsible parties, and SLA breaches in real time.

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

Mrs. Bruce-Bennett added that, pending final approval by the management of both regulators, telecom operators and banks have already refunded over ₦10 billion to customers affected by failed transactions.

She noted that implementation of the framework is expected to commence on March 1, 2026, subject to final regulatory approvals and completion of technical integration by all MNOs, VAS providers, and DMBs.

The development is expected to significantly improve consumer confidence and accountability in Nigeria’s telecommunications and digital payment ecosystem.