The Nigerian Communications Commission (NCC) and Central Bank of Nigeria (CBN) 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.
This was disclosed in a press release, 2026/Vol. 1/No.1, by the NCC Head of Public Affairs, Nneka Ukoha, dated 8 January, 2026.
It was stated that the framework on failed airtime and data transactions purchase was in line with the consumer-focused objectives of the two regulators.
It was also disclosed that the framework was the outcome of several months of engagements involving NCC, CBN, Mobile 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.
“The framework represents a unified position by both the telecommunications and financial sectors on addressing such complaints.
“It identifies and tackles the root causes of failed airtime and data transactions, including instances where bank accounts are debited without successful delivery of services.
“It also prescribes an enforceable Service Level Agreement (SLA) for MNOs and DMBs, clearly outlining the roles and responsibilities of each stakeholder in the transaction and resolution process,” it was stated.
It was added that, under the new framework, the purchaser is entitled to a refund within 30 seconds, where he or she was debited but fails to receive value for airtime or data—whether the failure occurs at the bank level or with an NCC licensee.
However, it was stated that there would be an exemption to the 30-second timeframe in circumstances where the transaction remains pending, of which the refund can take up to 24 hours.
The framework further mandated 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,” it was added.
Speaking on the development, NCC Director of Consumer Affairs, Mrs. Freda Bruce-Bennett, disclosed that the framework also established a Central Monitoring Dashboard to be jointly hosted by the NCC and the CBN.
According to her, the dashboard will enable both regulators to monitor failures, the responsible party, refunds, and track 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 it 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.
“So far, pending the approval of management of both regulators on the framework, MNOs and banks have collectively made refunds of over ₦10 billion to customers for failed transactions,” she said.
Mrs. Bruce-Bennett further noted that implementation of the framework is expected to commence on March 1, 2026, “once the two regulators have made final approvals, and technical integration by all MNOs, VAS providers and DMBs is concluded.”
