MTN Ghana has dismissed claims that the telecom giant steals customers’ data, blaming the rapid data consumption rate on the increased usage related to the shift from 3G and 4G to 5G networks and heavier video streaming.
Reacting to recent subscribers’ accusations on the issue during his one-year in-office celebration at the MTN house in Accra, the Chief Executive Officer of MTN Ghana, Stephen Blewett, noted that he has faced data depletion complaints in almost every market he has operated.
Blewett dismissed the widespread belief that data vanished due to the telecom operators’ deliberate tampering. He noted that no employee receives a financial reward for such actions and that his bonus depends on the company’s revenue.
“I’ve heard ‘You’re stealing my data’ in every country I’ve worked—not just at MTN. I swear to God as my witness: we have no reason to steal your data. If I steal data, I can’t report it—I’d lose my bonus,” he expressed.
He attributed the cause of the observed rapid data usage to enhanced networks and not foul play. Blewett explained that a better network speeds up data use. “YouTube switches to higher resolution on stronger signals—it’s like Pac-Man eating your data. We don’t control that,” he added.
The CEO further highlighted the company’s external oversight approach by explaining that MTN is audited by independent bodies. Hence, billing errors could cause negative remarks for the telecom company.
To underscore MTN’s commitment to transparency amid customer frustration over vanishing data, he said that an internal revenue assurance team constantly checks for discrepancies to ensure compliance, accuracy and prevent revenue leaks or incorrect billing.
Blewett’s comment comes amid a series of data depletion claims in Nigeria, where subscribers have demanded explanations for the pecrceived injustice. Customers have also called on the Nigerian Communications Commission (NCC) and the Federal Competition and Consumer Protection Commission (FCCPC) with emails, messages, and tags on social media handles, demanding a probe into unexplained data consumption.
The reaction also follows a recent wave of increases in data and voice prices, where telecom operators such as MTN, Airtel, Globacom, and 9Mobile have implemented varying increases after the NCC approved a 50 per cent telecom tariff hike.
See Also: MTN data tariff hike: Customers lament sudden increase of 5GB/1.5k weekly data plan to 6GB/2.5k
Recent MTN customers’ reactions to data depletion
MTN customers in Nigeria and Ghana have lamented the rapidly depleting voice and data bundles. And, they have repeatedly called out the telecom giant about it.
Subscribers who expressed their dissatisfaction on the social media platform alleged that the amount of data usage, when compared to their total data subscription, is not adding up. @danmclaryea, a Ghanaian X user clamored for a resolution on the disappeared data. “My data was lost from my phone, I sent my number, still nothing done yet. What’s happening?”
Another Ghanaian, @hazel_ivyd said, “Eiii you people have shown me something I don’t understand Eii 6gb gone in 45 mins of a movie.” In response to his allegations, MTN Ghana noted that “Y’ello valued customer, Thank you for contacting MTN. Please share your contact number with us via DM to crosscheck your data usage and render support. We look forward to your feedback. Thank you.”
Like Ghanaian subscribers, Nigerian customers have staged a couple of public outcries on social media.
Raye, a NYSC member who became popular following public criticism of President Tinubu’s administration, called on Nigerians to report MTN to the appropriate regulators. “MTN data price is too much nowadays, Every Nigerian should start reporting MTN to FCCPC, start sending them thøusands of mails, if not they won’t stop this price hike”
A customer, @TheSerahIbrahim, who claimed to have been experiencing this discrepancy since December, noted that the data runs out quickly and disappears.
“MTN is saying I’m out of data in 6 days, exhausting my monthly data that normally rolls over, but now exhausts in 6 days doing absolutely nothing but X. Here’s the crazy part, my phone is reading that I only used one app more which is X, and it’s 8gb used by X in 6 days, and a 57% total data used on my phone in 6 days, so the rest of the 43% data just disappeared,” the user added.
Responding to the allegations via reply, MTN Nigeria apologized for the data depletion, explaining that data is depleted based on factors, ranging from device type to network mode selected and the volume of Internet usage.
“Yello! Apologies for the data depletion complaint and for not replying sooner. Please be informed that MTN network data is offered as is; customers are charged on their data bundle based on the internet activities on their lines,” MTN Nigeria said in one of its replies.
While subscribers continue to express their dissatisfaction over the data depletion claims amid tariff increases, it boils down to how appropriate regulators will address the issue in ensuring fairness and consumer rights.
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