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CBN and NCC propose 24-hour refunds for wrong airtime and data purchases
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Framework covers wrong-number transfers and over-purchases
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Banks, telcos to face strict timelines and accountability
The Central Bank of Nigeria (CBN) and the Nigerian Communications Commission (NCC) have proposed a new framework that would mandate 24-hour refunds for airtime and data sent to wrong phone numbers or purchased in error.
The proposal is contained in a joint exposure draft released on Monday by both regulators to address long-standing consumer complaints over failed and mistaken airtime and data transactions.
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Under the proposed framework, subscribers who over-purchase airtime or data will be entitled to a reversal within 24 hours after lodging a complaint.
For airtime or data sent to the wrong phone number, the framework introduces value-based thresholds.
Transactions of ₦20,000 and above will require an affidavit of indemnity or a notarised indemnity letter before refunds are processed.
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For transactions between ₦1,000 and ₦20,000, refunds will depend on the consent of the recipient, to be facilitated by the relevant mobile network operator, with recovery expected within 24 hours.
If adopted, the framework would, for the first time, formally hold banks, mobile network operators, and NCC-authorised licensees accountable for consumer errors such as wrong-number transfers and mistaken value purchases.
The proposal expands on earlier consumer protection measures announced in January, which mandated near-instant refunds for failed airtime and data transactions beginning March 1, 2026.
Under those rules, subscribers debited without receiving value are expected to receive refunds within 30 seconds.
According to Aisha Isa-Olatinwo, director of consumer protection and financial inclusion, the framework aims to standardise resolution timelines and institutionalise accountability across the financial and telecommunications sectors.
The draft also mandates banks and telecom operators to establish formal dispute resolution processes, document complaints, and meet defined service-level timelines.
For oversight, the regulators plan to deploy a central monitoring dashboard to track reversals, service-level breaches, and customer complaints across the ecosystem.
