The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have developed a joint framework to resolve consumer complaints arising from failed airtime and data purchases caused by network outages, system malfunctions, or human errors.
The framework is the result of months of consultations involving the NCC, CBN, Mobile Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other key stakeholders. These engagements were triggered by the growing number of complaints from subscribers who were debited for airtime or data without receiving the service, often facing prolonged delays before resolution.
Representing a unified stance by both the telecommunications and financial sectors, the framework outlines measures to address the root causes of failed transactions, including cases where bank accounts are debited without successful service delivery. It also establishes an enforceable Service Level Agreement (SLA) for MNOs and DMBs, clearly defining the roles and responsibilities of each party involved in transaction processing and dispute resolution.
Under the new framework, customers who are debited without receiving airtime or data—whether the failure occurs at the bank or with an NCC licensee—are entitled to an automatic refund within 30 seconds. However, where a transaction remains pending, refunds may take up to 24 hours.
The framework further requires operators to notify consumers via SMS of the success or failure of every transaction. It also covers issues such as erroneous recharges to ported lines, incorrect airtime or data purchases, and transfers made to the wrong phone numbers.
Speaking on the initiative, NCC Director of Consumer Affairs, Mrs. Freda Bruce-Bennett, revealed that the framework also introduces a Central Monitoring Dashboard to be jointly hosted by the NCC and the CBN. According to her, the dashboard will allow both regulators to track transaction failures, identify responsible parties, monitor refunds, and detect SLA breaches in real time.
She noted that failed top-ups remain one of the top three consumer complaints and reaffirmed the NCC’s commitment to resolving such issues swiftly. Mrs. Bruce-Bennett also commended the CBN and other stakeholders for their sustained efforts in developing the framework and ensuring consumers receive full value for their payments.
She disclosed that, pending final approval by the management of both regulators, MNOs and banks have already refunded over ₦10 billion to customers affected by failed transactions.
Implementation of the framework is expected to begin on March 1, 2026, subject to final regulatory approvals and the completion of technical integration by all MNOs, VAS providers, and DMBs.