Updated: MTN Opens Billing System Amid Data Depletion Complaints

Updated: MTN Opens Billing System Amid Data Depletion Complaints

 

MTN Nigeria has unveiled a new transparency initiative aimed at addressing persistent complaints from subscribers over data depletion and billing practices, as the telecommunications giant seeks to strengthen customer trust and improve public understanding of how mobile data is consumed.

At a press briefing in Lagos, MTN announced the launch of “Data on Trial,” a public engagement platform that will allow Nigerians to independently examine the company’s data billing system, network operations and data consumption processes.

Speaking at the event, MTN’s Chief Corporate Services and Sustainability Officer, Tobe Okigbo, said the initiative was designed to determine whether concerns raised by customers stem from technical issues, misconceptions about data usage or a need for greater digital awareness.

According to him, the company is opening its systems to public scrutiny because trust remains critical in the telecommunications industry.

“We want Nigerians to tell us what is wrong, ask questions and help us identify issues so that we can collectively find solutions,” Okigbo said.

He recalled that MTN previously adopted a similar approach when customers complained about unauthorised subscriptions to value-added services. The company responded by suspending the affected services, subjecting its systems to regulatory review and implementing corrective measures that helped restore confidence among subscribers.

As part of the initiative, Nigerians will have the opportunity to nominate and vote for a five-member “prosecution team” made up of consumer advocates, technology experts and digital commentators. The team will challenge MTN’s explanations and present consumer concerns during a live public hearing.

The hearing is expected to follow a courtroom-style format, with both customers and MTN officials presenting evidence, technical demonstrations and real-life experiences relating to data consumption, data depletion complaints and billing records.

To ensure credibility, independent professional services firm KPMG will verify the technical demonstrations and backend systems presented during the proceedings.

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MTN also disclosed that the event will be broadcast live, enabling subscribers across Nigeria to participate, ask questions and seek clarifications on issues affecting their mobile data usage.

Addressing journalists, MTN’s General Manager for Network Quality, Mike Ndukwe, dismissed claims that telecom operators arbitrarily deduct customers’ data allocations.

According to him, data is consumed whenever users stream videos, browse websites, download files or use applications that continue operating in the background.

Ndukwe explained that high-definition video streaming on platforms such as TikTok, YouTube and Instagram consumes significantly more data than standard-definition content.

He further noted that features including autoplay, cloud backups, automatic software updates, hotspot sharing and background application refreshes can increase data usage without users immediately noticing.

“Many customers do not realise that their smartphones continue to consume data even when they are not actively using certain applications,” he said.

The MTN official added that the widespread adoption of 4G and 5G networks has also contributed to higher data usage because faster internet speeds encourage richer digital experiences and larger content downloads.

Ndukwe stressed that MTN Nigeria’s data billing system operates using internationally accepted measurement standards and verified charging mechanisms.

He explained that differences sometimes occur between customer device records and operator records because smartphones, network infrastructure and billing systems measure different stages of data transmission.

According to him, MTN’s billing platforms undergo regular audits by the Nigerian Communications Commission (NCC) and independent evaluators to ensure compliance with industry regulations.

He added that the billing technologies deployed by MTN are similar to those used in regulated telecommunications markets around the world.

MTN’s General Manager for Network Services, Asura Mshelia, said delivering reliable telecommunications services depends on the seamless operation of multiple network components.

He explained that user traffic passes through base stations, transmission infrastructure, switching centres and internet gateways before reaching online destinations.

Mshelia identified congestion, power outages, equipment failures, adverse weather conditions and fibre optic cable damage as major factors capable of affecting network performance.

He also described vandalism as one of the biggest challenges facing Nigeria’s telecom sector, revealing that MTN has suffered repeated attacks on critical infrastructure, including theft of generators, batteries and solar-powered equipment.

According to him, fibre cuts caused by road construction activities, accidental damage and deliberate sabotage frequently disrupt telecommunications services and affect thousands of subscribers.

The executive appealed to Nigerians to support efforts to protect telecom infrastructure, warning that attacks on network facilities often result in widespread service interruptions.

The initiative comes at a time when internet usage in Nigeria continues to rise rapidly. Industry figures show that millions of Nigerians now depend on mobile internet services for banking, education, business, entertainment and communication.

With increasing reliance on digital services, concerns over data billing, mobile data consumption and network quality have become more prominent among subscribers.

MTN said the Data on Trial initiative is expected to improve transparency, address customer concerns and enhance public understanding of how mobile data is measured, consumed and charged.

The company expressed confidence that the engagement would help bridge the knowledge gap between increasingly sophisticated telecommunications technologies and consumer expectations.

Updated: MTN Opens Billing System Amid Data Depletion Complaints