NCC, CBN, For Failed Airtime And Data Transactions, Launch Unified Refund Framework
The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have concluded plans to roll out a joint framework aimed at resolving consumer complaints arising from failed airtime and data transactions across Nigeria’s telecommunications and financial systems.
The framework, developed in line with the consumer protection mandates of both regulators, is designed to address situations where subscribers are debited for airtime or data purchases but do not receive the service due to network downtime, system failures, or human input errors.
This was disclosed in a statement signed by Nnenna Ukoha, Head, Public Affairs, Nigerian Communications Commission, on January 8, 2026.
According to the statement, the framework is the product of several months of extensive engagements involving the NCC, the CBN, Mobile Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other key stakeholders.
The engagements were necessitated by a growing number of complaints from consumers who experienced failed airtime and data purchases, prolonged resolution timelines, and delayed refunds.
The framework represents a unified position by both the telecommunications and financial sectors on the treatment and resolution of failed airtime and data transactions.
It clearly identifies the root causes of transaction failures, including cases where customers’ bank accounts are debited without successful delivery of airtime or data. It also establishes an enforceable Service Level Agreement (SLA) for MNOs and DMBs, defining the roles and responsibilities of each stakeholder involved in transaction processing and complaint resolution.
Under the new arrangement, customers who are debited without receiving value for airtime or data whether the failure occurs at the bank level or with an NCC licensee are entitled to an automatic refund within 30 seconds. However, where a transaction remains pending, the refund process may take up to 24 hours.
The framework further mandates service providers to notify consumers via SMS of the success or failure of every transaction. It also provides remedies for erroneous recharges to ported lines, incorrect airtime or data purchases, and transactions made to the wrong phone numbers.
Speaking on the initiative, the Director of Consumer Affairs at the NCC, Mrs. Freda Bruce-Bennett, revealed that the framework also provides for the establishment of a Central Monitoring Dashboard, to be jointly hosted by the NCC and the CBN. She explained that the dashboard will enable both regulators to monitor transaction failures in real time, identify the responsible parties, track refunds, and detect breaches of agreed SLAs.
“Failed top-ups consistently rank among the top three consumer complaints received by the Commission. In line with our commitment to addressing priority consumer issues, we were determined to resolve this challenge within the shortest possible time,” Mrs. Bruce-Bennett said.
She expressed appreciation to all stakeholders involved in the process, particularly the Central Bank of Nigeria and its leadership, for their sustained collaboration and commitment to consumer protection.
“We are grateful to all stakeholders—especially the Central Bank of Nigeria—for their tireless efforts in resolving this issue and ensuring that consumers of telecommunications services receive full value for their purchases,” she added.
Mrs. Bruce-Bennett further disclosed that, pending final approval by the management of both regulators, MNOs and DMBs have already collectively refunded over ₦10 billion to customers for failed airtime and data transactions.
She noted that full implementation of the framework is expected to commence on March 1, 2026, subject to final regulatory approvals and the completion of technical integrations by all MNOs, VAS providers, and Deposit Money Banks.
