NCC, CBN Introduce New Rules for Failed Airtime, Data Purchases

By Love Ikuku-Oyedokun

Abuja, Nigeria – The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have unveiled a new regulatory framework to tackle persistent complaints of failed airtime and data purchases, ensuring subscribers receive instant refunds when transactions fail.

Cablenews24 reports that the framework, developed after months of consultations with telecom operators, banks, and financial service providers, mandates that customers debited for unsuccessful airtime or data purchases must be refunded within 30 seconds, except in pending transactions where refunds may take up to 24 hours.

Key provisions of the new framework are:

• Instant Refunds: Telecom operators and banks must process refunds within 30 seconds for failed transactions.
• Real-Time Alerts: Customers will receive SMS notifications for every transaction, indicating success or failure.
• Central Monitoring Dashboard: A joint NCC-CBN portal will track transaction failures, refunds, and compliance in real time.
• Over ₦10bn Refunded: Pending final approval, telecom operators and banks have already reimbursed more than ₦10 billion to affected customers.

Failed airtime and data purchases rank among the top three grievances reported by telecom subscribers, with many customers debited without receiving value and facing prolonged resolution delays.

The framework also resolves issues like:

• Erroneous recharges on ported numbers.
• Wrong airtime/data purchases.
• Transactions sent to incorrect phone numbers.

NCC’s Director of Consumer Affairs, Mrs. Freda Bruce-Bennett, praised the collaboration between regulators, telecom firms, and banks, stating:
“This framework reflects our commitment to protecting consumers. We appreciate the CBN’s partnership in ensuring Nigerians get value for their money.”

The new rules are set to take effect on March 1, 2026, pending final approvals and technical adjustments by Mobile Network Operators (MNOs), banks, and Value-Added Service (VAS) providers.

With this policy, the NCC and CBN aim to restore consumer confidence and minimize financial losses in Nigeria’s telecom and banking sectors.

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