NCC, CBN Set to Launch Refund Framework for Failed Airtime, Data Purchases
The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have developed a joint framework to resolve consumer complaints arising from failed airtime and data transactions.
The initiative follows months of consultations involving the NCC, CBN, Mobile Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs) and other stakeholders, prompted by a surge in cases where subscribers were debited without receiving airtime or data.
In a statement signed by NCC’s Head of Public Affairs, Nnenna Ukoha, the commission said the framework represents a unified approach by the telecommunications and financial sectors to tackle the root causes of failed transactions, including network downtimes, system glitches and human errors. It also introduces an enforceable Service Level Agreement (SLA) that clearly defines the responsibilities of MNOs and banks in transaction processing and dispute resolution.
Under the framework, subscribers who are debited without receiving airtime or data are entitled to an automatic refund within 30 seconds, except where transactions are pending, in which case refunds may take up to 24 hours. Operators are also required to notify customers via SMS of the success or failure of every transaction.
The framework further 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, NCC’s Director of Consumer Affairs, Mrs. Freda Bruce-Bennett, said the initiative includes the establishment of a Central Monitoring Dashboard jointly hosted by the NCC and CBN. She explained that the platform would allow both regulators to monitor transaction failures, identify responsible parties, track refunds, and detect breaches of SLAs in real time.
Bruce-Bennett noted that failed airtime and data top-ups are among the top three consumer complaints received by the commission, adding that stakeholders were committed to resolving the issue swiftly.
She disclosed that, pending final approvals by both regulators, MNOs and banks have already refunded over N10 billion to customers affected by failed transactions.
According to her, full implementation of the framework will begin on March 1, 2026, subject to final regulatory approvals and the completion of technical integration by all MNOs, VAS providers and DMBs.
