NCC, CBN Move to End Failed Airtime and Data Charges with Instant Refund Plan

Nigerians may soon be spared the frustration of being charged for airtime or data they never receive, as the Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) conclude plans for a unified refund system targeting failed telecom transactions.

The proposed framework, developed after months of consultations with mobile network operators, banks, value-added service providers, and other industry players, is designed to protect consumers who are debited during network disruptions, system errors, or transaction mishaps. It responds to the growing volume of complaints from subscribers who lose money to unsuccessful airtime and data purchases and often wait days or longer for refunds.

Under the new arrangement, the two regulators have agreed on clear rules that assign responsibility across the telecommunications and financial sectors. The framework outlines how failed transactions should be identified, who bears liability, and how refunds must be processed. It also introduces binding service timelines for mobile operators and deposit money banks, ensuring that complaints are resolved quickly rather than passed between institutions.

A key provision of the framework guarantees that any customer who is debited without receiving airtime or data will be refunded within 30 seconds, regardless of whether the failure occurs on the banking side or within the telecom network. Only transactions still marked as pending may take longer to resolve, with a maximum refund window of 24 hours.

The framework also makes it mandatory for operators to notify customers by SMS on the outcome of every transaction successful or otherwise. Beyond failed purchases, it covers common errors such as recharges sent to ported lines, incorrect data bundles, or transactions mistakenly made to the wrong phone number.

Speaking on the initiative, the Director of Consumer Affairs at the NCC, Mrs. Freda Bruce-Bennett, said the framework reflects a firm commitment by both regulators to address one of the most persistent consumer pain points in the telecom sector. She disclosed that the NCC and CBN will jointly operate a Central Monitoring Dashboard that tracks transaction failures, refund timelines, and service breaches in real time.

Failed top-ups consistently rank among the top consumer complaints we receive, she said. We were determined to resolve this issue within the shortest possible time and ensure that consumers get full value for their money.

Mrs. Bruce-Bennett added that, pending final approval by the management of both regulators, mobile network operators and banks have already refunded over ₦10 billion to customers affected by failed transactions. She noted that full implementation of the framework is expected to begin on March 1, 2026, once regulatory approvals are secured and technical integrations by all participating institutions are completed.

Once in effect, the framework is expected to significantly reduce disputes, restore consumer confidence, and bring greater accountability to everyday digital transactions that millions of Nigerians rely on.