Nigerian Communications Commission, Central Bank of Nigeria set to roll out refund framework for failed airtime, data transactions

The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN), have drawn up a framework to address consumer complaints arising from unsuccessful airtime and data transactions during network downtimes, system glitches, or human input errors.

Penpushing reports that Head, Public Affairs Nigerian Communications Commission (NCC) Nnenna Ukoha made this known in a statement explaining that the two regulators embarked of the framework In line with the consumer-focused objectives

The statement explained that the framework is the outcome of several months of engagements involving the Nigerian Communications Commission (NCC), Central Bank of Nigeria (CBN), Mobile Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other relevant stakeholders.

Penpushing further reports that Ukoha said these engagements were prompted by a rising incidence of failed airtime and data purchases, where subscribers were debited without receiving value and experienced delays in resolution.

The statement stated that the framework represents a unified position by both the telecommunications and financial sectors on addressing such complaints.

Penpushing also reports that it added that it identifies and tackles the root causes of failed airtime and data transactions, including instances where bank accounts are debited without successful delivery of services.

The statement stated that it equally prescribes an enforceable Service Level Agreement (SLA) for Mobile Network Operators (MNOs) and Deposit Money Banks (DMBs), clearly outlining the roles and responsibilities of each stakeholder in the transaction and resolution process.

 Penpushing reports it explained under the new framework, where a purchaser is debited but fails to receive value for airtime or data—whether the failure occurs at the bank level or with an Nigerian Communications Commission (NCC), licensee—the purchaser is entitled to a refund within 30 seconds, except in circumstances where the transaction remains pending, of which the refund can take up to 24 hours.

The framework mandates operators to notify consumers via SMS of the success or failure of every transaction, and it also addresses erroneous recharges to ported lines, incorrect airtime or data purchases, and instances where transactions are made to the wrong phone number.

 Penpushing further reports that the Director of Consumer Affairs at the Nigerian Communications Commission (NCC), Mrs. Freda Bruce-Bennett speaking on the development disclosed that the framework also establishes a Central Monitoring Dashboard to be jointly hosted by the commission and the apex bank

The Director of Consumer Affairs said, the dashboard will enable both regulators to monitor failures, the responsible party, refunds, and track SLA breaches in real time.

“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.

“We are grateful to all stakeholders—particularly the Central Bank of Nigeria and its leadership—for their tireless commitment to resolving this issue and arriving at this framework, and for ensuring that consumers of telecommunications services receive full value for their purchases.

“So far, pending the approval of management of both regulators on the framework, MNOs and banks have collectively made refunds of over N10 billion to customers for failed transactions.”

Penpushing also reports that Bruce-Bennett pointed out that implementation of the framework is expected to commence on March 1, 2026, once the two regulators have made final approvals, and technical integration by all Mobile Network Operators (MNO’s), Value Added Service (VAS)   providers and Deposit Money Banks (DMBs) is concluded.

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