Failed Airtime, Data: NCC, CBN Promise Faster Refunds
Consumers to Get Faster Refunds Under NCC–CBN Failed Transaction Policy
THE NCC and the CBN have developed a new consumer protection framework designed to ensure faster refunds for failed airtime and data transactions across Nigeria’s telecom and banking systems.
The policy follows extensive engagements with industry players, including telecom operators, banks, and VAS providers, amid growing complaints from subscribers who were debited for services not delivered due to system glitches, network downtimes, or human errors.
According to the NCC, the framework sets out a unified response to the issue and introduces an enforceable SLA that clearly defines the obligations of all parties involved in airtime and data purchases. It covers failures occurring at both the banking and telecom operator levels.
The framework provides that customers who are debited without receiving value must be refunded within 30 seconds, while pending transactions may take up to 24 hours to resolve. Operators will also be required to send SMS alerts confirming the outcome of every transaction.
In addition, the policy addresses recurring challenges such as mistaken recharges, errors involving ported lines, and incorrect airtime or data purchases.
Speaking on the development, NCC Director of Consumer Affairs, Mrs. Freda Bruce-Bennett, said failed top-ups consistently rank among the top three consumer complaints. She disclosed that a Central Monitoring Dashboard, jointly managed by the NCC and CBN, will enable real-time oversight of failures, refunds, and compliance breaches.
She noted that banks and telecom operators have already refunded over ₦10 billion to customers while awaiting final regulatory approvals. Full implementation is expected to commence on 1 March 2026.
