Nigeria is one of the most mobile connected countries in the world, more people have mobile phones than bank accounts! That is great for interconnectedness, and it means business is booming for mobile phone network operators who have tens of millions of customers.
MTN is one of the main network providers, and in fact it has the largest number of customers. With great network coverage also comes great responsibility, and it is the duty of MTN to ensure that they always provide a high level of service to their customers, and when this has not happened, they need to ensure they put in place appropriate redress mechanisms.
Some of the issues MTN customers face are unfair or unexplained charges, dropped calls, poor or no network, inability to recharge, high consumption of mobile data, doubtful bills, arbitrary disconnection of lines, poor services delivery, inappropriate or deceptive advertisements, unauthorized increase in price, invasion of privacy etc.
Step 1
Once the problem arises, the first step is to contact MTN through the quickest channels available. In this case, you can either call them on the customer care numbers available, or even contact them on social media (Facebook, Twitter etc.). This should always be step one, because most times the information you need clarified can be done quickly and relatively painlessly. However, whatever communication channel you choose, please make note of the details of the communication e.g. if a phone call, take down details of when you called, who you spoke to (the adviser’s name), what you said, and the response you received. All phone calls are recorded so this can easily be reviewed if there are issues later.
You can reach MTN through any of these channels:
Phone Call
From an MTN line: 180
From other networks: 08031000180
From outside the country: +2348031000180
Email: customercare.ng@mtn.com
Facebook: http://www.facebook.com/MTNLoaded
Twitter: https://twitter.com/MTNNG/
https://twitter.com/MTN180 (Customer Service)/
Instagram: https://www.instagram.com/mtnng
WhatsApp: 09033000001; Click https://wa.me/234903300000
Step 2
If the issue remains unresolved, then you need to commence the official customer complaint process. All mobile network operators are regulated by the Nigerian Communications Commission (NCC), and the NCC set out the process for escalating complaints through any of the following:
- Complete a Digital Complaint Form on the Consumer Web Portal (ncc.gov.ng/consumer).
- Write a letter to NCC and submit to any of the addresses listed below. The letter, either handwritten or typewritten should be legible, concise and not more than two (2) A4 pages. The letter must be signed by the consumer who is dissatisfied.
- Call the NCC Contact Centre Toll-Free number 622 to lodge the complaint providing ticket number given by operator.
- Send email to consumerportal@ncc.gov.ng
When lodging a formal complaint, the customer must provide the required information as outlined below.
- Name, address, Phone number(s), fax, or e-mail;
- a statement of the problem and duration (how long the problem has lasted);
- a brief explanation of the circumstance that led to the complaint;
- name of service provider and the number of the Telephone that has the problem;
- the date you contacted the service provider about your complaint; and
- copies of any relevant supporting document to assist in the NCC’s investigation.
Step 3
Once the complaint is received, the Consumer Affairs Bureau of the NCC analyses the complaint and starts investigations immediately. The Bureau will mediate as appropriate to resolve the issues.
In situations where investigations are concluded in less than 48 hours, the dissatisfied consumer will be reached by phone or e-mail. This communication can also be in writing.
Please note that you can only take the issue to the NCC after you have made a complaint to MTN, and they have not resolved it within a reasonable time.
Step 4
Hopefully, the NCC resolves the complaint between you and MTN satisfactorily. However, if the Consumer Affairs Bureau of the NCC fails to resolve the complaint, you have the right to take the case to court.
In any situation, you always have the right to take any complaint to court, but you have to exhaust all pre-court resolution options first. This final step should only be taken as a last resort, because taking a case to court is a fairly involved process and also potentially expensive.
Finally, another option is to consider making a complaint to the Federal Competition and Consumer Protection Commission in Nigeria, our article here explains the process.
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