Nigerian banks and telecoms say they have returned more than N10bn to customers for failed airtime and data purchases, according to the Nigerian Communications Commission. However, bank customers are sceptical, questioning both the proof of the refunds and the methodology behind the calculation.

The disclosure comes as the NCC and the Central Bank of Nigeria roll out a new framework to address persistent complaints over failed transactions, which are often caused by network outages, system errors, or human mistakes.

The Director of Consumer Affairs at the NCC, Freda Bruce-Bennett, said that banks and mobile network operators have collectively refunded over N10bn to customers, pending 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 shared with Saturday PUNCH.

Airtime and data purchases are typically carried out through bank channels using Unstructured Supplementary Service Data codes or through mobile banking applications. Customers initiate purchases directly from their bank accounts to telecom networks.

Once a transaction is made, the bank debits the customer’s account immediately and sends a request via shared payment platforms such as the Nigeria Inter-Bank Settlement System or through direct application programming interfaces to mobile network operators like MTN, Airtel, Glo, or T2. The telco then credits the recipient’s phone number with airtime or data if the transaction is successful.

The new framework is the outcome of several months of engagement between the two regulators and key industry stakeholders, including mobile network operators, deposit money banks, value-added service providers, and other players involved in airtime and data purchase transactions.

These engagements were prompted by a surge in complaints from subscribers who were debited for airtime or data purchases but did not receive value, with many experiencing prolonged delays before refunds were processed, if at all.

Despite the regulators’ claim, the President of the Bank Customers Association of Nigeria, Uju Ogubunka, said, “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 added that the key point is that banks and telcos have formally agreed to refund customers, but emphasised that consumers should remain vigilant:

“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.”

The NCC–CBN framework is expected to be implemented on March 1, 2026, following final approvals and technical integration by all banks, telecom operators, and VAS providers. Once operational, the system aims to reduce failed transactions significantly and prevent prolonged disputes over customer funds.

Under the framework, the NCC and the CBN have adopted a unified regulatory position aimed at addressing both the technical and operational causes of failed airtime and data transactions. It clearly defines the roles and responsibilities of banks and telecom operators in the transaction chain and introduces an enforceable Service Level Agreement to ensure faster resolution of complaints.

Where a customer’s account is debited without successful delivery of airtime or data, whether the failure occurs at the bank’s end or with an NCC licensee, the framework entitles the customer to a refund within 30 seconds. However, in cases where a transaction remains pending, the refund may take up to 24 hours.

The framework also mandates operators to notify customers via SMS of the success or failure of every transaction. In addition, it addresses other common issues, including erroneous recharges to ported lines, incorrect airtime or data purchases, and situations where transactions are made to the wrong phone number.

Bruce-Bennett noted 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 added that the framework also establishes a Central Monitoring Dashboard to be jointly hosted by the NCC and the CBN. The dashboard will allow both regulators to monitor transaction failures in real time, identify the responsible party, track refunds, and detect breaches of the agreed service levels.