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Data Challenges: Compensate customers – NCA orders MTN

Telecom giant, MTN Ghana has been directed by the regulator, National Communications Authority (NCA) to as a matter of urgency compensate all of its customers who were affected by a technical challenge encountered by the company earlier this week.

In addition, NCA also asked MTN to refund all deductions made on customer accounts as a result of the challenge.

Customers were upset over recent surge in data costs in the country after some telecom operators introduced new data charges.

The online campaign #SaveOurData became number trends on twitter after data consumers shared their frustration on social media. In a letter to MTN dated December 3, 2019, the National Communications Authority said it was concerned about the challenges customers of MTN were facing “with billing inaccuracies regarding purchase of their telecommunications service bundles.”

“MTN failed to notify the Authority of these challenges,” the Authority said, and subsequently directed the telecom company to immediately ensure that the challenges are resolved.

“All losses to affected customers should be refunded accordingly,” the letter signed by the Director General of NCA, Joe Anokye ordered.

Meanwhile, the regulator has directed MTN to submit a report to the NCA on the issue.

The report should include:

a. An explanation why the Authority was not informed of this challenge

b. The full nature of the issue

c. The number of affected customers and the remedial measures taken

d. How the issue will be prevented from occurring again in the future. Please take note that the report should be submitted within I4 hours effective from the date of this letter, failing which the National Communications Authority will apply the appropriate sanctions.

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