The Central Bank of Nigeria (CBN) and the Nigerian Communications Commission (NCC) have developed a framework, in conjunction with financial institutions and telecom operators, to refund customers who are debited but do not receive airtime or data within 30 seconds.
- The Central Bank of Nigeria (CBN) and the Nigerian Communications Commission (NCC) have developed a framework, in conjunction with financial...
- The new framework applies regardless of whether the failure occurs at the bank level or with an NCC licensee, except...
- An increase in failed airtime and data purchase incidents, in which subscribers were charged without receiving value and encountered delays...
- The framework also addresses scenarios in which customers enter the wrong phone number when making transactions, purchase airtime or data...
Keep reading for the full breakdown on Consumer protection — everything you need to know is covered below.
The new framework applies regardless of whether the failure occurs at the bank level or with an NCC licensee, except when the transaction is still pending, in which case the refund may take up to 24 hours.
The NCC, the CBN, Mobile Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other pertinent stakeholders worked together for several months to develop the framework.
An increase in failed airtime and data purchase incidents, in which subscribers were charged without receiving value and encountered delays in resolution, prompted these engagements.
Framework addresses underlying causes of unsuccessful transactions
The framework reflects the financial and telecommunications industries’ shared stance on handling these kinds of complaints. It identifies and addresses the underlying causes of unsuccessful data and airtime transactions, including cases where bank accounts are debited without services being delivered.
A legally binding Service Level Agreement (SLA) that outlines the obligations of all parties involved in the transaction and resolution process is also prescribed for MNOs and DMBs.
Additionally, the framework requires operators to send SMS messages to customers about whether a transaction was successful or unsuccessful.
The framework also addresses scenarios in which customers enter the wrong phone number when making transactions, purchase airtime or data incorrectly, or recharge ported lines incorrectly.
Dashboard to track compliance
Mrs Freda Bruce-Bennett, the NCC’s Director of Consumer Affairs, discussed the development and revealed that the framework also creates a Central Monitoring Dashboard that the NCC and the CBN will jointly host.
The dashboard will allow both regulators to track SLA breaches in real time, as well as failures, the responsible party, and refunds, she said.
“Failed top-ups rank among the top three consumer complaints, and in line with our commitment to addressing these priority issues, we are determined to resolve them within the shortest possible time.
“We are grateful to all stakeholders, particularly the CBN 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.
N10 billion refunded for failed transactions
The framework was created to address consumer complaints about failed data and airtime transactions due to system problems, network issues, or mistakes, and it has seen some success while awaiting approval.
“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.”
Mrs Bruce-Bennett added that after the two regulators have given their final approvals and all MNOs, VAS providers, and DMBs have completed their technical integration, the framework’s implementation is anticipated to start on March 1, 2026.