NCC, CBN to Introduce Refund Framework for Failed Transactions

The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have developed a comprehensive framework aimed at resolving consumer complaints related to unsuccessful airtime and data transactions, particularly during network outages, system errors, or mistakes made by users.

This framework is the result of extensive discussions involving various stakeholders, including Mobile Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other pertinent entities.

These discussions were initiated in response to a rising number of incidents where consumers were charged for airtime or data but did not receive the corresponding services, causing frustration and delays in resolving such issues.

The framework represents a collaborative approach between the telecommunications and financial sectors in addressing these consumer grievances. It identifies the underlying causes of failed transactions, specifically situations where consumers are debited without successfully receiving the airtime or data.

Additionally, it establishes an enforceable Service Level Agreement (SLA) that delineates the responsibilities of MNOs and DMBs in the transaction and subsequent resolution processes.

According to the new provisions, if a customer is charged but does not receive airtime or data—whether the issue arises at the bank or with an NCC licensee—they are eligible for a refund within 30 seconds, unless the transaction remains pending, in which case refunds may take up to 24 hours.

Moreover, the framework requires operators to send SMS notifications to consumers regarding the success or failure of every transaction. It also addresses issues such as incorrect recharges to ported numbers, mistaken purchases of airtime or data, and transactions made to the wrong phone numbers.

Mrs. Freda Bruce-Bennett, the Director of Consumer Affairs at the NCC, emphasized that the framework also includes the establishment of a Central Monitoring Dashboard, which will be jointly maintained by the NCC and the CBN.

This dashboard will enable both regulatory bodies to monitor transaction failures, identify the responsible parties, expedite refunds, and track any breaches of the SLA 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 are determined to resolve them within the shortest possible time.

“We are grateful to all stakeholders, particularly the CBN 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.