Millions of Nigerians have faced frustration with failed airtime and data purchases, where accounts are debited without value being delivered. Delays and slow refunds have historically left subscribers dissatisfied.
Eko Hot News reports that the Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have implemented a unified refund framework for failed transactions. The initiative aims to protect consumers and improve accountability in Nigeria’s digital economy.
Failed transactions often result from network downtime, system glitches, or human error. Consumers previously struggled with uncertain resolution processes from service providers, leading to financial losses.
The new framework, developed with Mobile Network Operators (MNOs), banks, and service providers, establishes a binding Service Level Agreement (SLA). It defines responsibilities when a transaction fails and ensures prompt refunds, with notifications sent via SMS to affected users.
The framework also addresses errors such as wrong-number recharges, incorrect data purchases, and payments made to ported lines. These measures aim to prevent recurring complaints from subscribers.
A Central Monitoring Dashboard, jointly hosted by the NCC and CBN, will track failed transactions in real time. The platform identifies responsible parties, monitors refund compliance, and flags any breaches of the SLA.
Regulators explained that the system transitions from reactive complaint handling to proactive supervision, providing immediate oversight of transaction failures as they occur.
Even before full implementation, operators and banks have refunded over ₦10 billion to affected consumers. This demonstrates the framework’s effectiveness in resolving long-standing challenges in airtime and data purchases.
Full implementation is scheduled for March 1, 2026. The initiative is expected to significantly reduce unresolved consumer losses and enhance trust in Nigeria’s digital payment ecosystem.
Industry stakeholders and consumers have welcomed the framework as a major step toward accountability and transparency. The NCC and CBN reaffirmed their commitment to ensuring consumer protection in all digital transactions across the country
