In a significant consumer-protection move, the Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have jointly developed a comprehensive framework to resolve complaints arising from failed airtime and data transactions across Nigeria’s telecommunications and banking ecosystems.
The framework, which represents a unified regulatory position by both sectors, follows several months of intensive engagements involving Mobile Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other key stakeholders.
The consultations were triggered by a surge in consumer complaints over unsuccessful airtime and data purchases, where subscribers’ bank accounts were debited without corresponding service delivery, often followed by prolonged delays in refunds.
Under the new regime, any consumer who is debited for airtime or data but does not receive value – whether due to a bank-side failure or an issue traceable to an NCC licensee – will be entitled to an automatic refund within 30 seconds. The only exception applies to transactions that remain in a pending state, in which case a refund may take up to 24 hours.
Beyond refunds, the framework introduces an enforceable Service Level Agreement (SLA) that clearly defines the roles and responsibilities of all parties involved in airtime and data transactions.
It also mandates MNOs and financial institutions to notify customers via SMS of the outcome of every transaction, whether successful or failed. Special provisions have been made to address erroneous recharges, including transactions to ported lines, incorrect airtime or data selections, and transfers made to the wrong phone numbers.
Speaking on the development, the Director of Consumer Affairs at the NCC, Mrs. Freda Bruce-Bennett, disclosed that the framework also establishes a Central Monitoring Dashboard to be jointly hosted by the NCC and the CBN. She explained that the platform will enable both regulators to monitor transaction failures in real time, identify the responsible party, track refunds, and detect breaches of the agreed SLA.
“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,” Bruce-Bennett said.
She commended stakeholders, particularly the leadership of the Central Bank of Nigeria, for their sustained collaboration, noting that consumers’ interests remained central to the negotiations. According to her, even ahead of full implementation, banks and MNOs have jointly refunded over N10 billion to customers affected by failed airtime and data transactions.
Bruce-Bennett further stated that the framework is expected to take effect from March 1, 2026, subject to final management approvals by both regulators and the completion of technical integrations by all MNOs, VAS providers, and DMBs.
The initiative is widely seen as a major step toward restoring consumer confidence in digital payments for telecommunications services and tightening accountability across Nigeria’s fast-growing digital economy.