The Nigerian Communications Commission (NCC) has rolled out a new consumer protection system that ensures telecom subscribers are promptly refunded for failed airtime or data transactions, with affected customers expected to receive their money back within 30 seconds.
The Commission explained that this quick refund will apply when a transaction fails either at the bank level or on the side of a licensed telecom operator. However, there are exceptions. If a transaction is still marked as pending, the refund process may take up to 24 hours.
The NCC said the new framework was developed in partnership with the Central Bank of Nigeria (CBN). Both regulators worked together after receiving many complaints from customers who experienced failed airtime and data purchases during network downtime, system errors, or mistakes made during transactions.
According to the regulators, the framework is designed to fix long-standing issues affecting subscribers. It also sets clear responsibilities for all parties involved, including mobile network operators, banks, and service providers. Customers will now receive SMS notifications confirming whether every transaction is successful or unsuccessful. The framework also covers cases such as sending airtime or data to the wrong number, errors involving ported lines, and incorrect purchases.
“In line with the consumer-focused objectives of the Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN), the two regulators have drawn up a framework to address consumer complaints arising from unsuccessful airtime and data transactions during network downtimes, system glitches, or human input errors.
“The framework is the outcome of several months of engagements involving the NCC, the CBN, Mobilel Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other relevant stakeholders. These engagements were prompted by a rising incidence of failed airtime and data purchases, where subscribers were debited without receiving value and experienced delays in resolution.
“Under the new framework, where a purchaser is debited but fails to receive value for airtime or data—whether the failure occurs at the bank level or with an NCC licensee—the purchaser is entitled to a refund within 30 seconds, except in circumstances where the transaction remains pending, of which the refund can take up to 24 hours.
“The framework further mandates operators to notify consumers via SMS of the success or failure of every transaction. It also addresses erroneous recharges to ported lines, incorrect airtime or data purchases, and instances where transactions are made to the wrong phone number,” the statement read.
Speaking on the update, the NCC’s Director of Consumer Affairs explained that the framework also features a Central Monitoring Dashboard to be jointly managed by the NCC and the Central Bank of Nigeria (CBN). The platform will enable both regulators to monitor failed transactions in real time, determine responsibility, verify refunds, and track breaches of service-level agreements.
“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.
“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 N10 billion to customers for failed transactions.”
She added that full implementation of the framework is scheduled to commence on March 1, 2026, following final approval by both regulators and the completion of the required technical integration by mobile network operators, value-added service providers, and banks.
