CBN, NCC order Refund of Failed Airtime, Data Transactions

The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have jointly introduced a comprehensive framework aimed at resolving consumer complaints linked to failed airtime and data transactions caused by network outages, system malfunctions, or human error.

The development was disclosed on Thursday in a statement issued by the NCC’s Head of Public Affairs, Nnenna Ukoha, who explained that the initiative is in line with the commission’s consumer-protection mandate and broader collaboration with industry partners.

According to the statement, the framework is the product of 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 engagements were triggered by a growing number of complaints from subscribers who were debited for airtime or data purchases without receiving the service, often facing prolonged delays in resolution.

Ukoha noted that the framework represents a unified position by both the telecommunications and financial sectors on how such complaints should be addressed. It identifies the underlying causes of failed transactions, including cases where bank accounts are debited without successful service delivery, and establishes a binding Service Level Agreement (SLA) for MNOs and DMBs. The SLA clearly defines the roles and responsibilities of all parties involved in transaction processing and dispute resolution.

Under the new guidelines, customers who are debited but do not receive airtime or data—whether the failure occurs at the bank or network operator level—are entitled to a refund within 30 seconds. However, in situations where a transaction remains pending, the refund period may extend to a maximum of 24 hours.

The framework also requires operators to notify consumers via SMS of the outcome of every transaction. In addition, it provides mechanisms for resolving issues related to erroneous recharges on ported lines, incorrect airtime or data purchases, and transfers made to the wrong phone numbers.

Commenting on the initiative, the NCC’s Director of Consumer Affairs, Mrs. Freda Bruce-Bennett, revealed that the framework includes the establishment of a Central Monitoring Dashboard to be jointly hosted by the NCC and the CBN. She explained that the platform will allow both regulators to track transaction failures in real time, identify the responsible party, monitor refunds, and detect breaches of agreed SLAs.

Bruce-Bennett described failed airtime and data top-ups as one of the top three consumer complaints in the sector, noting that the commission was determined to address the issue promptly. She expressed appreciation to all stakeholders, particularly the CBN, for their sustained commitment to developing the framework and ensuring consumers receive full value for their payments.

She further disclosed that, pending final approval by the management of both regulators, mobile network operators and banks have already refunded more than ₦10 billion to customers affected by failed transactions. According to her, full implementation of the framework is expected to begin on March 1, 2026, once regulatory approvals are completed and technical integration by MNOs, VAS providers, and DMBs is finalized.