MON, JUN 01 2020-theG&BJournal-The Central Bank of Nigeria (CBN),in its determination to further enhance service quality, particularly quick refunds when customers experience failed transactions, dispense errors or disputes, has revised timelines for reversals and/or resolution of refund complaints on electronic channels, with effect from June 8, 2020.
The CBN said today in a statement signed by the Director, Corporate Communications, Isaac Okorafor that:
-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 days. Where instant reversal fails due to any technical issue or system glitch, the timeline for manual reversal shall not exceed 24 hours.
– 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.
– Resolution of disputed/failed PoS or Web transactions shall be concluded within 72 hours from the current five days
– All banks are directed to resolve backlog of all ATM, POS and Web customer refunds within two weeks starting June 8,2020.
According to the CBN, 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.
Meanwhile, the CBN Sunday issued revised guideline Guidelines on Operations of Electronic Payment Channels in Nigeria which includes imposition of sanctions on erring institutions for failure to comply with any of the provisions of this Guidelines, in the form of monetary penalties/or suspension of the acquiring/processing service (s) or both.
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