Growing public frustration over failed airtime and data transactions has intensified calls for urgent reforms, as Nigerians react to the recent move by the Central Bank of Nigeria (CBN) and the Nigerian Communication
Nigerians recount repeated experiences of being debited for airtime and data purchases without receiving the value paid for, often with delayed or no refunds.
The Secretary General of the Ondo State Council for Islamic Affairs, Amir Surajudeen Abdulazeez Folayemi, described the problem as intermittent but emotionally and financially distressing.
“Yes, on several occasions it has happened. I would recharge through my app, my account would be debited, and I would not receive the data or airtime.
“Most of the time, I was never refunded. On one occasion that I was refunded, it took about a month,” he said.
Folayemi narrated how he once assisted his daughter with a recharge that never reflected, only to discover the failed ₦1,000 transaction a week later.
According to him, such experiences can be particularly devastating for individuals recharging with their last funds.
“You want to make an urgent call and your line is not credited. Imagine someone using the last money in their bank account.
“It affects one emotionally and disrupts planned transactions for the day,” he said.
He also referenced a legal case last year in which a customer reportedly sued a network provider for ₦10 million over a failed recharge that disrupted a critical transaction.
The case, he noted, was eventually settled with a ₦5 million compensation.
Folayemi expressed skepticism about policy implementation in Nigeria, arguing that automation is the only sustainable solution.
“No matter how good a policy is, it will not implement itself. Human beings implement policy, and that is where the problem lies.
“Any solution from CBN should be automated. When a recharge fails, the system should automatically refund the customer.
If left in human hands, I’m afraid it may not work,” he said.
Also, a script writer, Mr. Oluwaseun Olufunso said he had been debited more than five times without receiving airtime or data, except when using fintech platforms such as OPay.
“The last transactions I did were not refunded at all. What I do now is transfer money to my OPay or Moniepoint account before initiating card or data transactions,” he explained.
He added that failed transactions have, at times, affected his work, especially during emergencies when he resorted to USSD codes after exhausting his data, only to be debited without receiving value.
“Sometimes you even buy data and it won’t work until it gets exhausted,” he lamented, urging regulators to collaborate more effectively.
“CBN and NCC should join heads to ensure good networks and seamless online transactions.”
Similarly, state Chairman of FOMWAN Community and Humanitarian Committee, Alhaja Rafat Momoh recounted multiple instances of failed airtime purchases.
“I bought airtime through the bank — ₦1,000 and ₦1,500 about four times. I complained severally but was refunded just once,” she said.
According to Momoh, the impact went beyond financial loss. She said she was once unable to attend a Zoom meeting and respond to an important call due to a failed recharge, affecting both her personal activities and the association she represents.
She described the joint regulatory move as welcome but cautioned against politicisation.
“It is a good idea because people will start enjoying what they paid for. But they must not politicise it.
The policy should be implemented seriously and in a result-oriented manner,” she said.
As digital transactions continue to dominate Nigeria’s financial and telecommunications landscape, many consumers insist that beyond policy pronouncements, transparent systems, automation, and strict enforcement will determine whether the CBN and NCC’s intervention brings lasting relief.
It would be recalled that the Central Bank of Nigeria (CBN) and the Nigerian Communications Commission (NCC) are planning to tackle failed Airtime and data transaction.