Failed Airtime-Data Transactions: NCC, CBN to Roll Out Refund Framework

Telecommunications service providers will no longer be able to cheat their subscribers through unsuccessful airtime and data transactions, as the Nigerian Communications Commission and the Central Bank of Nigeria have taken steps to address such complaints. The two regulators have drawn up a framework to address consumer complaints arising from unsuccessful airtime and data transactions due to network downtimes, system glitches, or human input errors, in line with the consumer-focused objectives of the NCC and the CBN. NCC’s Head of Public Affairs, NNENA UKOHA, said the framework is the outcome of several months of engagements involving the NCC, the CBN, Mobile Network Operators, Value Added Service providers, Deposit Money Banks, and other relevant stakeholders. NNENA UKOHA said these engagements were prompted by the rising incidence of failed airtime and data purchases, where subscribers were debited without receiving value and experienced delays in resolution. In a statement, UKOHA said the framework represents a unified position by both the telecommunications and financial sectors on addressing such complaints, by identifying and tackling the root causes of failed airtime and data transactions, including instances where bank accounts are debited without successful delivery of services. She said it also prescribes an enforceable Service Level Agreement for Mobile Network Operators and Deposit Money Banks, clearly outlining the roles and responsibilities of each stakeholder in the transaction and resolution process. The NCC spokesperson said 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 NCC licensee — the purchaser is entitled to a refund within thirty seconds, except in circumstances where the transaction remains pending, of which the refund can take up to 24 hours. She said the framework further mandates operators to notify consumers via SMS of the success or failure of every transaction. It also addresses erroneous recharges to ported lines, incorrect airtime or data purchases, and instances where transactions are made to the wrong phone number. Speaking on the development, the Director of Consumer Affairs at the NCC, FREDA BRUCE-BENNETT, disclosed that the framework also establishes a Central Monitoring Dashboard to be jointly hosted by the NCC and the CBN, to enable both regulators to monitor failures, the responsible party, refunds, and track 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.” Mrs Bruce-Bennett further noted 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 MNOs, VAS providers and DMBs is concluded.