Scepticism trails N10bn airtime, data refund claims January 10, 2026 12:09 am

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,”

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.