ABUJA, Nigeria (VOICE OF NAIJA)-Nigerian banks and telecommunications operators have reported that they have refunded more than N10bn to customers for failed airtime and data purchases, according to the Nigerian Communications Commission (NCC).
However, many bank customers remain doubtful, raising concerns about the evidence supporting the refunds and the basis used to arrive at the figures.
This revelation comes as the NCC and the Central Bank of Nigeria (CBN) introduce a new framework designed to tackle recurring complaints related to failed transactions, which are frequently linked to network disruptions, system glitches, or human error.
The NCC’s Director of Consumer Affairs, Freda Bruce-Bennett, stated that banks and mobile network operators have jointly refunded over N10bn to affected customers, subject to the final approval of the framework by both regulators.
“So far, pending the approval of management of both regulators on the framework, MNOs and banks have collectively made refunds of over N10bn to customers for failed transactions,” Bruce-Bennett said in a statement.
Airtime and data purchases are usually conducted through bank platforms, either via Unstructured Supplementary Service Data (USSD) codes or mobile banking applications.
In these transactions, customers initiate payments directly from their bank accounts to telecom networks.
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Once a purchase is initiated, the customer’s account is immediately debited by the bank, which then forwards the transaction request through shared payment platforms such as the Nigeria Inter-Bank Settlement System (NIBSS) or through direct application programming interfaces to mobile network operators, including MTN, Airtel, Glo, or T2.
If successful, the telecom operator credits the designated phone number with the purchased airtime or data.
The newly introduced framework is the product of months of consultations between the two regulators and major industry stakeholders, including mobile network operators, deposit money banks, value-added service providers, and other participants in airtime and data transaction processes.
These discussions were triggered by a sharp increase in complaints from subscribers who were debited for airtime or data without receiving the service, with many reporting extended delays in getting refunds, if refunds were issued at all.
Despite the regulators’ assurances, the President of the Bank Customers Association of Nigeria, Uju Ogubunka, expressed reservations, saying, “I know so many people who are still complaining. You make transactions, and you don’t get the airtime. You pay for a service, and it doesn’t come through, meaning you often have to pay again. It’s difficult to independently verify that N10bn has been refunded or on what data this figure is based.”
He further noted that while it is positive that banks and telecom companies have formally committed to refunding customers, consumers must stay alert.
“Customers should be on the lookout. They need to know who is responsible for each transaction and ensure they receive their refunds. The companies must start refunding immediately and make it clear when refunds have been completed.”
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The NCC–CBN framework is scheduled to take effect on March 1, 2026, after final approvals and technical integration by all banks, telecom operators, and value-added service providers.
Once implemented, it is expected to significantly reduce the incidence of failed transactions and eliminate prolonged disputes over customer funds.
Under the framework, the NCC and the CBN have adopted a unified regulatory approach to address both technical and operational factors responsible for failed airtime and data transactions.
The framework clearly outlines the duties of banks and telecom operators within the transaction process and introduces a binding Service Level Agreement to ensure quicker resolution of customer complaints.
In situations where a customer’s account is debited without successful airtime or data delivery whether the fault lies with the bank or an NCC licensee the framework guarantees a refund within 30 seconds.
However, if a transaction remains pending, the refund period may extend to as much as 24 hours.
The framework also requires operators to send SMS notifications to customers confirming the success or failure of every transaction.
It further covers other frequent issues, such as incorrect recharges to ported numbers, wrong airtime or data purchases, and transactions made to unintended phone numbers.
Bruce-Bennett observed that failed airtime and data top-ups consistently rank among the top three consumer complaints received by the Commission.
“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 them within the shortest possible time,” she said.
She also disclosed that the framework provides for the creation of a Central Monitoring Dashboard, to be jointly managed by the NCC and the CBN.
This platform will enable real-time monitoring of transaction failures, identification of the responsible party, tracking of refunds, and detection of breaches of agreed service standards.