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Customers to receive refunds for failed airtime and data purchases within 30 seconds
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NCC, CBN introduce 30-second refund framework for failed airtime and data purchases.
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Exceptions apply for pending transactions, which can take up to 24 hours to resolve.
The Nigerian Communications Commission (NCC) has unveiled a new framework in collaboration with the Central Bank of Nigeria (CBN) to ensure customers are refunded within 30 seconds if airtime or data purchases fail but their accounts are debited.
According to Nnenna Ukoha, NCC Head of Public Affairs, the framework addresses complaints arising from network downtimes, system glitches, or human errors.
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It also covers erroneous recharges, purchases to wrong numbers, and issues with ported lines.
Freda Bruce-Bennett, Director of Consumer Affairs at the NCC, added that a Central Monitoring Dashboard will be jointly hosted by the NCC and CBN. The dashboard will allow real-time tracking of transaction failures, responsible parties, refunds, and Service Level Agreement (SLA) compliance.
She stated that over N10 billion has already been refunded to customers pending the framework’s final approval. The implementation is set to begin on March 1, 2026, after technical integration by mobile network operators, VAS providers, and banks.
The regulators emphasised that this initiative aims to protect consumers and ensure full value for airtime and data purchases, reinforcing accountability in the telecommunications and financial sectors.
