NCC, CBN to Introduce Refund Framework for Failed Airtime, Data Transactions

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

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

Engagements leading to the framework involved the NCC, CBN, mobile network operators (MNOs), value-added service (VAS) providers, deposit money banks (DMBs) and other industry stakeholders. The discussions were triggered by a growing number of complaints from consumers over delayed or unresolved failed transactions.

Under the new arrangement, customers who are debited without successful delivery of airtime or data – whether the failure occurs at the bank or telecom operator level – will be entitled to a refund within 30 seconds. However, in cases where transactions remain pending, refunds may take up to 24 hours.

The framework also introduces an enforceable Service Level Agreement (SLA) that clearly defines the responsibilities of banks, telecom operators and other stakeholders involved in airtime and data transactions. Operators will be required to notify consumers via SMS of the success or failure of every transaction.

In addition, the framework addresses issues such as erroneous recharges to ported lines, incorrect airtime or data purchases, and transactions made to the wrong phone numbers.

Speaking on the development, the NCC’s Director of Consumer Affairs, Mrs Freda Bruce-Bennett, said the framework establishes 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, refunds and breaches of service-level agreements.

“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.

Bruce-Bennett added that, pending final approval by the management of both regulators, mobile network operators and banks have already refunded more than N10 billion to customers for failed transactions.

She disclosed that implementation of the framework is expected to commence on March 1, 2026, subject to final approvals by the NCC and CBN and the completion of technical integration by all relevant stakeholders.

The NCC said the initiative underscores the commitment of both regulators to consumer protection and ensuring that subscribers receive full value for their airtime and data purchases.