NCC, CBN Order Instant Refunds For Failed Telecom Transaction

The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have finalised a new regulatory framework that mandates instant refunds for failed airtime and data transactions, in a major move aimed at strengthening consumer protection in the telecommunications sector.

The development was disclosed in a statement signed by the framework. It is the product of months of extensive engagements involving the NCC, the CBN, mobile network operators (MNOs), value-added service (VAS) providers, deposit money banks (DMBs), and other key stakeholders.

According to the statement, the engagements were triggered by a growing number of complaints from subscribers who were debited for airtime or data purchases without receiving value, and by prolonged delays in resolving these issues

Under the new framework, any subscriber who is debited for airtime or data without successful service delivery, whether the failure occurs at the bank level or with an NCC licensee, is entitled to a refund within 30 seconds. However, if a transaction remains pending, the refund may take up to 24 hours.

The framework represents a unified approach by the telecommunications and financial sectors to addressing recurring complaints related to failed transactions.

It identifies and tackles the root causes of such failures, including situations where bank accounts are debited without corresponding service delivery.

It also introduces an enforceable Service Level Agreement (SLA) for MNOs and DMBs, clearly defining the roles and responsibilities of each stakeholder in the transaction and resolution process.

In addition, operators are now required to notify consumers via SMS of the success or failure of every transaction. The framework also covers issues such as erroneous recharges to ported lines, incorrect airtime or data purchases, and transactions made to wrong phone numbers.

Speaking on the development, the Director of Consumer Affairs at the NCC, Freda Bruce-Bennett, said the framework also provides for the establishment of a Central Monitoring Dashboard to be jointly hosted by the NCC and the CBN.

She explained that the platform will enable both regulators to monitor transaction failures, identify the responsible party, track refunds, and detect SLA breaches 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 were determined to resolve them within the shortest possible time

“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.

“So far, pending the approval of management of both regulators on the framework, MNOs and banks have collectively made refunds of over N10bn to customers for failed transactions,” she said.

Bruce-Bennett further disclosed that implementation of the framework is expected to commence on March 1, 2026, subject to final approvals by the management of both regulators and the completion of technical integration by all MNOs, VAS providers, and deposit money banks.