NCC, CBN Mandate 30-Second Refunds on Failed Airtime and Data Top-Ups

The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have finalised a joint framework aimed at resolving consumer complaints arising from failed airtime and data transactions, particularly cases where subscribers are debited without receiving value.

The development was announced in a press release dated January 8, 2026, issued by the NCC and signed by Nnenna Ukoha, Head of the Commission’s Public Affairs Department.

According to the statement, the framework was developed after months of consultations involving the NCC, the CBN, Mobile Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other industry stakeholders. The engagements were triggered by increasing complaints over unsuccessful airtime and data purchases linked to network disruptions, system failures, and input errors.

The framework establishes a coordinated approach between the telecommunications and financial sectors to address such failures, clearly defining the responsibilities of banks and telecom operators in the transaction chain. It also introduces enforceable Service Level Agreements (SLAs) to ensure timely resolution of complaints.

Under the new rules, subscribers who are debited but do not receive airtime or data will be entitled to a refund within 30 seconds, except where transactions are pending, in which case refunds may take up to 24 hours.

The framework also requires operators to notify customers via SMS on the status of every transaction.

In addition, the policy covers erroneous recharges, failed transactions involving ported numbers, incorrect airtime or data purchases, and transfers made to unintended recipients.

Speaking on the initiative, Director of Consumer Affairs at the NCC, Mrs Freda Bruce-Bennett, said the framework also introduces a Central Monitoring Dashboard, to be jointly hosted by the NCC and the CBN, enabling real-time tracking of transaction failures, refunds, and SLA compliance.

“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.

Bruce-Bennett acknowledged the role of stakeholders in reaching the agreement, noting that collaborative efforts had already yielded significant results.

“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,” she stated.

She disclosed that, pending final approval of the framework by the management of both regulators, over ₦10 billion has already been refunded by banks and mobile operators to customers affected by failed transactions.

According to the NCC, full implementation of the framework is expected to begin on March 1, 2026, following regulatory approval and the completion of technical integration by all MNOs, VAS providers, and DMBs.