NCC, CBN move to introduce refund system for failed airtime and data purchases

The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have jointly developed a new framework aimed at resolving consumer complaints linked to failed airtime and data transactions.
The initiative aligns with the consumer protection mandates of both regulators and seeks to address issues arising from network outages, system malfunctions, and user-related errors that often result in subscribers being charged without receiving value.
The framework follows months of consultations involving the NCC, CBN, Mobile Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other key stakeholders. These discussions were triggered by a growing number of unresolved complaints related to unsuccessful airtime and data purchases, where customers were debited but experienced long delays before refunds were processed.
Designed as a joint position of the telecommunications and financial sectors, the framework identifies the major causes of transaction failures and outlines clear responsibilities for all parties involved. It introduces enforceable Service Level Agreements (SLAs) for MNOs and banks, ensuring accountability throughout the transaction and complaint resolution process.
Under the new rules, customers who are debited without receiving airtime or data will be entitled to an automatic refund within 30 seconds, regardless of whether the failure occurs at the bank or network operator level. In cases where a transaction remains pending, refunds may take up to 24 hours.
The framework also requires service providers to notify customers via SMS of every transaction’s outcome. It covers additional scenarios such as incorrect recharges, failed transactions on ported lines, and purchases made to the wrong phone numbers.
Commenting on the development, the NCC’s Director of Consumer Affairs, Mrs. Freda Bruce-Bennett, revealed that the framework includes a Central Monitoring Dashboard jointly managed by the NCC and the CBN. The platform will enable real-time tracking of transaction failures, responsible parties, refunds, and Service Level Agreement violations.
She noted that failed airtime and data top-ups consistently rank among the top consumer complaints received by the commission. According to her, addressing these challenges swiftly reflects the NCC’s commitment to improving consumer experience in the telecommunications sector.
Mrs. Bruce-Bennett also acknowledged the contributions of all stakeholders, particularly the Central Bank of Nigeria, for their role in shaping the framework and ensuring customers receive full value for their purchases. She disclosed that, pending final approval, banks and MNOs have already refunded over ₦10 billion to customers affected by failed transactions.
She added that full implementation of the framework is expected to begin on March 1, 2026, subject to final approvals by both regulators and the completion of technical integrations by MNOs, VAS providers, and Deposit Money Banks.