NCC, CBN set up framework for instant refunds for failed airtime, data purchases

Aligned with their consumer protection goals, the Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have jointly established a new framework.

This system is designed to resolve customer complaints when airtime or data transactions fail due to network issues, technical errors, or mistakes.

Developed over several months of collaboration with Mobile Network Operators, banks, service providers, and other stakeholders, the framework is a direct response to increasing reports of failed purchases.

Customers often faced being debited without receiving their airtime or data, followed by prolonged delays in getting a resolution.

The agreement sets a unified approach for both the telecom and banking sectors.

It identifies the core causes of transaction failures—including cases where money is taken from a bank account but the service is not delivered—and mandates a binding Service Level Agreement (SLA).

This SLA clearly defines the duties of each party involved in processing transactions and handling complaints.

A key provision of the framework is a strict refund guarantee. If a customer is debited but does not receive their airtime or data—whether the fault lies with the bank or the telecom provider—they must be refunded within 30 seconds.

The only exception is for transactions still being processed, where refunds may take up to 24 hours.

Operators are now required to send an SMS confirmation for every transaction, indicating its success or failure.

The rules also cover specific error scenarios, such as recharges sent to a number that has been ported, buying the wrong data plan, or sending airtime to an incorrect phone number.

Mrs. Freda Bruce-Bennett, NCC Director of Consumer Affairs, announced that a Central Monitoring Dashboard will be jointly operated by the NCC and CBN.

This tool will allow both regulators to track transaction failures, identify responsible parties, monitor refunds, and spot any violations of the SLA in real time.

“Failed top-ups are a leading source of consumer complaints,” said Mrs. Bruce-Bennett. “We were committed to solving this pressing issue swiftly and are thankful for the dedicated cooperation of all stakeholders, especially the CBN, to ensure consumers get the value they pay for.”

She also revealed that, even ahead of the framework’s final management approval, telecom operators and banks have already refunded over N10 billion to customers for failed transactions.

The framework is scheduled to take effect on March 1, 2026, following final approvals from both regulators and the completion of necessary technical integration by all involved companies.

About The Author

Dele Fashomi

Dele Fashomi, seasoned journalist and communication teacher, is a holder of Master of Arts degree in Communication and Language Arts from the University of Ibadan in 1992/93.

Earlier, he had bagged a Bachelor degree from the same university in 1984, after which he proceeded to the Nigerian Institute of Journalism, Lagos, in 1990, for a postgraduate diploma in Journalism.

He had done many courses in communication, including the EU-BBC Editing Course in 2002.

Mr. Fashomi combines effectively the practice, research and teaching of communication. And to date, he has published two academic works in communication: Issues in Communication Technology and Policy (2010) and Economic and Social Issues in Advertising and PR (2013).

He had his first break in the Nigerian media in Concord Newspapers in 1990 and today, he has over two and half decades experience earned in several newspapers.

He has been part of many start-ups, such as The Republic (1987), The Comet (1999), The Anchor 2001 – 2002; Sun Newspapers (2003); Westerner newsmagazine (2005 – 2010) as Editor; National Life (2011) as Sunday Editor, and Newswatch Newspapers (2012- 2016) as Daily Editor.

Dele Fashomi is now the Publisher/Editor-in-Chief of Newstide247.com newspaper online, which he started in July 2015. He is also into biography writing, with many books in his trail, some of which he wrote alone and one he co- authored with his mentor, Mr Dare Babarinsa, entitled:  Olabiyi Durojaiye – DARE TO BE DiFFERENT. He also guided and collaborated with Pa Olatunji Odusanya in writing his autobiography – AGAINST ALL ODDS. There are many other books in the works under his pen.

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