Telephone subscribers have called on telecom operators to be transparent in the implementation of the new refund rule for failed airtime and data top-ups.
 
Earlier in January 2026, the Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) jointly announced a new regulation set to improve transparency and reliability in mobile top-up transactions. The rule came into effect on March 1.
 
The regulation requires that refunds be processed within 30 seconds of the failed transaction, requiring no manual intervention or complaints from the user.
 
The rules apply to all stakeholders, including banks, mobile network operators (MTN, Glo, Airtel, 9mobile) and fintech providers.

Prior to now, telcos, banks have refunded back to subscribers about N10 billion, according to the NCC.
 
Failed airtime and data purchases in which a user’s bank account is debited but no service is delivered have been among the most common consumer complaints in Nigeria’s telecoms ecosystem. According to the NCC, such complaints consistently rank among the top three issues raised by telecom subscribers.
 
“Under the new framework, customers who are debited without receiving airtime or data will be entitled to an automatic refund within 30 seconds, regardless of whether the failure occurs at the bank level or within a telecom operator’s system. However, if transactions remain pending, refunds may take up to 24 hours,” NCC stated.
  
Speaking with The Guardian, the National President of the Association of Telephone, Cable Tv, and Internet Subscribers of Nigeria (ATCIS Nigeria), Sina Bilesanmi, described the initiative as very good, saying policymakers are now on subscribers’ side.
 
Bilesanmi said the policy could not have come at a better time, especially as World Consumer Rights Day is held on March 15.
  
“The Failed Airtime Refund initiative is a good one and commendable. It should be implemented adequately and transparently. This has shown that policymakers are on the subscribers’ side. It couldn’t have been a better time, March 15 is World Consumer Rights Day. Implementation means the regulators are listening to subscribers and advocacy bodies such as ATCIS. We want more engagement, I mean, the advocacy groups, they should support us more,” he stated.   
 
Telecom expert, Kehinde Aluko, asked if the technical infrastructure between the CBN and the NCC is actually robust enough to handle the volume of transactions without introducing new glitches.
  
Aluko, who called for process transparency, said there is a common sentiment that the rule will only work if the NCC actually penalises big operators, stressing that subscribers want to see the ‘teeth’ of the law, not just the ‘bark.’
  
A subscriber with the four networks, Adebisi Iyanda, said the requirement for mandatory SMS notifications (regardless of success or failure) is a highlight for many, as it removes the guesswork of whether a transaction went through.
 
“The biggest hope is the end of ‘manual intervention.” Users expect the system to trigger the refund automatically without them having to call a customer care line or visit a physical bank branch,” she stated.
 
Speaking on the matter earlier in January, Director of Consumer Affairs at NCC, Freda Bruce-Bennett, highlighted the importance of this initiative, saying, “Failed top-ups are among the top three consumer complaints. Addressing this swiftly is part of our commitment to protecting consumers and enhancing trust in digital financial and communication services.”
 
To ensure transparency, regulators also require operators to send a confirmation SMS to consumers regardless of whether the transaction was successful or failed. Additionally, a centralised real-time monitoring system will be established to track transactions, identify responsibility for failures, and enforce compliance with the new deadlines.
 
This regulatory move aimed to tackle a persistent issue in Nigeria where users frequently report that their airtime or data purchases are not credited despite the bank debiting their accounts. Historically, refund procedures have been slow and lack transparency, undermining user confidence in the fast-growing digital and telecom ecosystem.
  
By enforcing swift refunds and improving transparency, Nigerian authorities seek to reduce consumer complaints, strengthen trust in mobile and digital payment services, and ensure that Nigeria’s digital economy continues to develop reliably and securely.