MTN Nigeria has opened its data billing and network operations to public scrutiny, responding to persistent consumer complaints about alleged data depletion. The initiative, titled “Data on Trial,” aims to rebuild customer trust by allowing Nigerians to independently examine how data is consumed and billed on the network. Customers will also have the opportunity to raise concerns directly with MTN’s technical teams.
Speaking at a press conference in Lagos, Tobe Okigbo, Chief Corporate Services and Sustainability Officer at MTN Nigeria, explained that the engagement seeks to determine whether complaints stem from genuine technical issues, customer misconceptions, or a need for improved consumer education. Okigbo noted that MTN adopted a similar strategy years ago when subscribers raised concerns over unauthorized value-added service subscriptions and deductions. The company subsequently suspended affected services, subjected its systems to regulatory reviews, and implemented measures that restored customer confidence.
Okigbo emphasized that trust remains critical in the telecommunications sector, adding that consumers are more likely to embrace digital services when they clearly understand how billing systems work and how charges are applied. The public engagement session will be streamed live to enable wider participation from subscribers and stakeholders across the country.
Mike Ndukwe, MTN’s General Manager for Network Quality, dismissed allegations that telecom operators arbitrarily deduct customer data. He explained that most data usage occurs through normal digital activities such as video streaming, app usage, file downloads, and background processes on mobile devices. Ndukwe noted that data usage is measured using globally recognized standards and verified billing systems. Discrepancies sometimes occur because customer devices, network systems, and billing platforms record usage at different transmission stages. He confirmed that MTN’s billing systems undergo periodic audits by the Nigerian Communications Commission and independent assessors.
This development comes as telecom operators in Nigeria explore new solutions and deploy tools to address rising data depletion complaints. Meanwhile, regulatory pressure continues to mount. In related industry news, Anthropic Calls Coordinated efforts to improve transparency in digital services have gained traction, while Sec Dg Reveals plans for stricter oversight of telecom billing practices. Additionally, Nigeria Begins Repatriation of funds from unauthorized deductions, and Oyo Police Launch investigations into consumer fraud cases linked to mobile services. Sovereign Trust Insurance has also introduced policies to cover data loss incidents, reflecting broader industry shifts toward consumer protection.
