NCC: MNOs , Banks refund N10 billion to customers for failed transactions

The Nigerian Communications Commission (NCC) has revealed that Mobile Network Operators (MNOs) and banks have collectively refunded N10 billion to consumers for issues relating to failed transactions.

This is part of the ongoing strategy to promote transparency and address consumer complaints.

The information was disclosed by Mrs Freda Bruce-Bennett, Director of Consumer Affairs at the NCC, in a press statement on Thursday night, signed by Nnenna Ukoha, Head of Public Affairs Department at the NCC.

She noted that the refund was made in response to consistent customer complaints about failed airtime and data transactions. 

“So far, pending the approval of management of both regulators on the framework, MNOs and banks have collectively made refunds of over N10 billion to customers for failed transactions,” she said in the statement.

Failed airtime and data recharges have become one of the most common complaints among telecom subscribers, which is mostly attributed to poor service. The issue underscores a growing weakness in electronic recharges with the inability of MNOs like MTN, Airtel and GLO and Banks to guarantee a reliable recharge process. 

The issue comes at a time when a large percentage of telecoms subscribers recharge airtime and subscribe to data through electronic processes. A disclosure by NCC in 2025 noted that 1 in 3 of over 170 million Nigerian telecoms subscribers experience transaction failure, thereby translating into financial loss for customers. 

In addition, the commission estimated that about 97% to 98% of Nigerian telecom users are on prepaid services and over 91% recharge electronically. However, data shows that a significant percentage of those payments either fail or are delayed, leaving consumers anxious and disappointed. 

“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 it within the shortest possible time,” Mrs Freda Bruce-Bennett said. 

In a move to address the issues, the Central Bank of Nigeria (CBN) and NCC revealed in October that both bodies have started developing a framework. The new rules will enforce Service Level Agreements (SLAs) that assign clear responsibilities and timelines for refunding failed transactions.

According to the NCC, the goal of the framework is not just to penalise defaulters but to restore transparency and trust in the Nigerian digital payment system.

Also Read: MTN, Airtel, others react as NCC proposes 12-month airtime reclaim period.

NCC: Framework set for implementation in March 

In the latest disclosure, the NCC explained that both regulators are set to roll out the framework, with full implementation expected to commence by March 1, 2026. The policy will address issues arising from unsuccessful airtime and data transactions during network downtimes, system glitches, or human input errors.

It added that the framework is the outcome of engagements involving both regulators, MNOs, Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other relevant stakeholders.

Under the policy, operators are mandated to notify consumers via SMS of the success or failure of every transaction. It also addresses unexplained recharges to ported lines, incorrect airtime or data purchases, and scenarios where transactions are made to the wrong phone number.

“Under the new framework, where a purchaser is debited but fails to receive value for airtime or data—whether the failure occurs at the bank level or with an NCC licensee—the purchaser is entitled to a refund within 30 seconds, except in circumstances where the transaction remains pending, of which the refund can take up to 24 hours,” part of the statement reads. 

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