Telephone subscribers have urged telecom operators to ensure transparency in the execution of the new refund policy for unsuccessful airtime and data top-ups. In January 2026, the Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) jointly introduced a new regulation aimed at enhancing transparency and reliability in mobile top-up transactions.
This rule took effect on March 1. The regulation mandates that refunds be processed within 30 seconds of a failed transaction, without requiring any manual intervention or complaints from the user. These rules are applicable to all stakeholders, including banks, mobile network operators (MTN, Glo, Airtel, 9mobile), and fintech providers.
Up until now, telecom companies and banks have refunded approximately N10 billion to subscribers, as reported by the NCC. Failed airtime and data purchases, where a user’s bank account is charged but no service is provided, have been among the most prevalent consumer grievances in Nigeria’s telecommunications sector.
The NCC indicates that such complaints consistently rank among the top three issues raised by telecom subscribers. “Under the new framework, customers who are charged without receiving airtime or data will be entitled to an automatic refund within 30 seconds, irrespective of whether the failure occurs at the bank level or within a telecom operator’s system.
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However, if transactions remain pending, refunds may take up to 24 hours,” stated the NCC.In an interview with The Guardian, the National President of the Association of Telephone, Cable TV, and Internet Subscribers of Nigeria (ATCIS Nigeria), Sina Bilesanmi, characterised the initiative as highly beneficial, noting that policymakers are now aligned with subscribers’ interests.
Bilesanmi remarked that the policy could not have been introduced at a more opportune moment, particularly with World Consumer Rights Day occurring on March 15. “The Failed Airtime Refund initiative is commendable and should be implemented effectively and transparently. This demonstrates that policymakers are aligned with the interests of subscribers.
The timing could not be more opportune, as March 15 marks World Consumer Rights Day. The implementation signifies that regulators are attentive to the concerns of subscribers and advocacy organizations like ATCIS. We seek greater involvement; advocacy groups ought to provide us with more support,” he remarked.
Telecom specialist, Kehinde Aluko, inquired whether the technical infrastructure connecting the CBN and the NCC is sufficiently robust to manage the transaction volume without causing new issues.Earlier in January, Freda Bruce-Bennett, the Director of Consumer Affairs at NCC, spoke on this issue, emphasising the significance of this initiative by stating, “Failed top-ups rank among the top three consumer complaints. Swiftly addressing this is integral to our commitment to safeguarding consumers and fostering trust in digital financial and communication services.”
