NCC, CBN to Launch Instant Refund Framework for Failed Airtime, Data Purchases

NCC, CBN to Launch Instant Refund Framework for Failed Airtime, Data Purchases

The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have developed a new framework to tackle the growing complaints of failed airtime and data transactions where subscribers are debited without receiving value.

The framework—crafted after extensive engagements with MNOs, VAS providers, banks, and other stakeholders—offers a unified system for resolving failed transactions caused by network outages, system glitches, or human errors. It sets out a clear Service Level Agreement (SLA) defining the responsibilities of each party in both the transaction and refund process.

Under the new guidelines, customers will receive an automatic refund within 30 seconds for failed purchases, or within 24 hours in cases where transactions remain pending. Operators must also issue SMS notifications for every successful or failed recharge, and correct issues such as wrong-number purchases, ported-line errors, and erroneous recharges.

NCC’s Director of Consumer Affairs, Mrs. Freda Bruce-Bennett, announced that a Central Monitoring Dashboard jointly managed by NCC and CBN will track failures, identify responsible parties, monitor refunds, and flag SLA breaches in real time.

She added that MNOs and banks have already refunded over N10 billion for failed transactions, pending the final approval of the framework. Implementation is expected to begin March 1, 2026, once all technical integrations are completed.

Consumer advocates have welcomed the initiative, noting that instant refunds will restore trust and reduce long-standing frustrations around value loss during airtime and data purchases. They argue that the framework marks a major step toward stronger consumer protection in Nigeria’s digital economy.

Industry analysts also say the collaboration between NCC and CBN demonstrates a growing convergence of the telecom and financial sectors, ensuring tighter accountability and improved quality of service as mobile transactions continue to grow nationwide.