MTN Nigeria has issued an apology to its customers following a backlash over a surprising 200% increase in the price of its 15GB digital data bundle. The telecom giant acknowledged the unexpected adjustment and the subsequent dissatisfaction it caused among subscribers.
Public Outcry on Social Media
The price hike, which affected numerous customers, sparked outrage as users took to social media to express their frustration with the massive surge in data costs.
@DreadHound0 expressed dismay over the removal of a 400GB plan priced at N50,000, which was replaced by a 480GB option now costing N120,000, an increase far exceeding the 50% cap approved by the Nigerian Communications Commission (NCC). “This government won’t stop until every Nigerian is either dead or severely impoverished,” he lamented.
Another user, @TheSilvapr, highlighted the drastic affordability issue, noting that MTN’s weekly 15GB data bundle had escalated from N2,000 to N6,000 overnight. “Nigeria is a very difficult place to live in honestly… That’s 24k in a month, almost the minimum wage of the country on data,” he tweeted, describing the situation as “hell.”
Chinenye Goodness (@nennyberry1) also criticized the pricing strategy, calling it “wickedness” for increasing tariffs while reducing service value.
MTN’s Apology
In its apology, MTN admitted that the increase was a mistake and assured that it would reverse the unintended charges.
Initially, MTN had defended the price increase on X (formerly Twitter) as necessary for service enhancement. However, in light of the public’s reaction, they shifted to a more apologetic tone. Despite this, there has been no confirmation on whether the pricing will be rolled back or adjusted further.
The company admitted that waking up to such a significant price change was understandably frustrating for customers. “You dey vex. We know,”
MTN stated in their apology, recognizing the upset caused by the new pricing. They refrained from providing detailed justifications for the hike, suggesting that explanations might not appease their customers. “We could share several reasons, and provide explanations, but omo, all that one na story,” they added, essentially admitting the move was a mistake.
This error came at a time when many Nigerians were already facing challenges with rising living costs and inflation. MTN, one of the leading mobile service providers in the country, emphasized that customer satisfaction is a priority, and they are working diligently to restore the prices to their previous levels.
A statement from the company read, “We understand the frustration this has caused and are committed to rectifying the situation. We value our customers and deeply regret the inconvenience this error has caused.”
While the reversal of the price hike is expected to calm agitated customers, the incident raises questions about the internal checks and balances of major telecom companies and their responsiveness to customer concerns.
The apology and promise of corrective action seem to have pacified many customers, but others remain cautious, wondering how the mishap occurred in the first place.
MTN has pledged to introduce stronger internal processes to prevent similar mistakes in the future and maintain its reputation as a customer-centric provider.
What You Should Know
- The Nigerian Communications Commission (NCC) had approved a 50% tariff increase across the telecom sector due to escalating operational costs. This led MTN to adjust its data plans, with examples including the 1.8GB monthly plan now at N1,500 (up from N1,000 for 1.5GB), and the 20GB plan increased to N7,500 from N5,500. Text message rates also saw an increase from N4.00 to N6.00.
- While MTN has moved forward with these changes, other major operators like Airtel, Globacom, and 9mobile have not yet revised their data prices but have increased SMS charges similarly.
- The National Association of Telecommunications Subscribers (NATCOMS) has expressed readiness to challenge the tariff hike legally, arguing that the decision was premature given ongoing discussions between the federal government and the Nigeria Labour Congress (NLC) about a final telecom tariff agreement.
- This situation underscores the tension between telecom providers’ need to cover operational costs and consumers’ ability to afford essential services like data in Nigeria, where economic pressures are already significant. The ongoing debate and potential legal challenges highlight the complexities of regulatory decisions in the telecom sector.
