The Central Bank of Nigeria (CBN) has revised timelines for reversals and resolution of refund complaints on electronic channels.
According to the apex bank Director of Corporate Communication Isaac Okorafor said the development is part of its determination to further enhance service quality, particularly quick refunds when customers experience failed transactions, dispense errors or disputes
He said with effect from June 8, 2020, Failed “On-Us” ATM transactions (when customers use their cards on their bank’s ATMs) shall be instantly reversed from the current timeline of three (3) days.
Okorafor added that where instant reversal fails due to any technical issue or system glitch, the timeline for manual reversal shall not exceed 24 hours.
He further stated that Refunds for failed “Not-on-Us” ATM transactions (where customers use their cards on other banks’ ATMs) shall not exceed 48 hours from the current 3-5 days.
Okorafor said Resolution of disputed/failed PoS or Web transactions shall be concluded within 72 hours from the current five (5) days.
He also stated that all banks are directed to resolve backlog of all ATM, POS and Web customer refunds within two weeks starting June 8, 2020
Meanwhile, key service providers in the Nigerian payments system have also committed to establish an integrated dispute resolution platform for the industry and enhance their payment system infrastructure and processes to reduce incidences of transaction failure. Okorafor requested members of the public to refer to the updated Guidelines for the Operation of Electronic Payment Channels on the Bank’s website (www.cbn.gov.ng) for further details.
Here is Full Statement
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