MTN Ghana has dismissed allegations of data theft, responding to widespread concerns from customers who claim their mobile data depletes unfairly.
The company’s Chief Executive Officer, Stephen Blewett, refuted the accusations, emphasizing that there is no incentive for MTN to engage in such practices.
His comments come at a time when similar grievances have surfaced in Nigeria, where subscribers have been calling for regulatory intervention.
Mounting Complaints and Regulatory Pressure
Across multiple markets, MTN has faced allegations from subscribers who insist their data vanishes without explanation.
In Nigeria, where the company serves over 80 million customers, complaints have surged, prompting many to lodge formal grievances with the Nigerian Communications Commission (NCC) and the Federal Competition and Consumer Protection Commission (FCCPC).
These complaints have fueled calls for a deeper probe into telecom providers’ data billing systems, as subscribers struggle to reconcile their data usage with what they are charged. Regulators are under pressure to investigate whether operators, including MTN, are engaging in unfair practices or if the issue stems from increased internet consumption patterns.
MTN’s Response: No Financial Incentive to Steal Data
Speaking at MTN House in Accra, Blewett sought to debunk the notion that the telecom giant manipulates data usage to its advantage.
“I’ve encountered this claim in every market I’ve worked in—not just at MTN,” he said. “I swear with my integrity that we have no reason to steal customer data.”
Blewett explained that telecom operators generate revenue from transparent billing and service provisions, making data siphoning counterproductive. “If I were to steal data, I couldn’t report it as revenue. It would not only be unethical but also financially unsustainable,” he stated.
What’s Behind Faster Data Consumption?
The MTN boss attributed the perception of vanishing data to technological advancements rather than foul play. According to him, the shift from older networks, such as 3G and 4G, to more efficient 5G networks has naturally increased data usage.
“A stronger network means faster internet speeds, and faster speeds translate to higher data consumption,” he explained.
Blewett used video streaming as an example. “If you have a weak signal, YouTube or Netflix might run at lower quality to save bandwidth. But when the signal is strong, these platforms automatically switch to high-definition streaming, consuming more data in the process. That’s something telecom providers don’t control,” he clarified.
This automatic adjustment, he noted, often catches users off guard, leading them to believe their data is being unfairly deducted.
Independent Audits and Internal Oversight
To reassure customers, Blewett highlighted the rigorous oversight measures in place to prevent billing errors or fraudulent deductions.
“Our financials undergo independent audits, and if there were systemic issues with data billing, they would be exposed,” he said.
He added that MTN has a dedicated internal revenue assurance team that continuously monitors billing accuracy. “We don’t want revenue leaks, nor do we want incorrect billing. It’s in our best interest to maintain transparency,” Blewett emphasized.
Customer Trust and the Need for Education
Despite MTN’s assurances, customer trust remains fragile. The ongoing complaints suggest that many subscribers either do not fully understand how modern internet services consume data or do not trust the explanations provided by telecom companies.
Industry analysts argue that beyond technical explanations, telecom providers must do more to educate consumers about data consumption. This includes clearer billing breakdowns, better notification systems, and tools that allow users to track their real-time data usage.
“Customers feel powerless because they don’t see how their data is used in real-time. More transparency from telecom providers can help bridge this gap,” said telecom analyst Richard Mensah.
Regulatory and Industry Outlook
With customer complaints growing louder, regulatory bodies in both Ghana and Nigeria may be compelled to introduce stricter oversight mechanisms.
The NCC and FCCPC in Nigeria have already acknowledged the rising concerns and could push for further scrutiny into telecom billing practices.
While no evidence has been presented to support claims of deliberate data theft, regulatory intervention could help restore public confidence.
One potential solution could be a standardized data tracking system that allows users to verify consumption independently of telecom providers’ billing platforms.
MTN and other telecom operators must navigate the challenge of maintaining customer trust while keeping up with the demand for faster, more data-intensive internet services.
As more users transition to high-speed networks, the conversation around data consumption and billing transparency will likely remain a hot-button issue.
For now, MTN insists it has nothing to gain from manipulating customer data usage. However, the responsibility to educate users and provide more transparent tracking mechanisms remains crucial in dispelling doubts and ensuring customer satisfaction.
