The National Communications Authority, NCA, has written to Ghana’s largest Mobile Network, MTN; to explain to them the challenges that led to the high data charges among others and also ensure a refund to customers and compensate them as well.
“National Telecommunications regulator, the National Communications Authority (NCA) has directed mobile network operator, MTN Ghana to ensure the immediate resolution of the challenges with their billing system. MTN has further been directed to refund all losses suffered by affected consumers” part of the statement said.
Customers of the country’s largest mobile network operator over the past two days were unable to buy data from their mobile money wallet while some saw a drastic reduction in the volume of data bundles purchased.
The regulator says it had been inundated with complaints across its complaints platform by consumers on the MTN network over what they believed to be wrongful billing. The incidence which started on Sunday December 1, continued through Monday December 2. In addition to this, some calls to MTN’s call centres were unsuccessful.
It added that, although MTN informed consumers later on of the challenges they were facing, they failed to inform the Authority.
The Regulator has thus ordered MTN to submit a detailed report on the incident to be sent to its offices by close of business today, December 4, failure to which, the appropriate sanctions will be applied.
It says the report should include an explanation why the Authority was not informed of this challenge, the full nature of the issue, the impact of the challenge on MTN’s customers and remedial measures amongst others.
The NCA assured the general public that the needed measures will be implemented to avoid a recurrence of the challenges and on the compensation, the NCA says MTN must inform affected consumers of the package prior to its implementation.