MTN Ghana’s Chief Executive Officer, Stephen Blewett, has addressed mounting accusations that the telecom giant is stealing customer data, a claim he said he has heard repeatedly in various markets throughout his career. His comments come as Nigerians, particularly MTN’s large customer base of over 80 million users, voice similar concerns regarding unexplained data consumption.
In recent weeks, Nigerian subscribers have flooded the Nigerian Communications Commission (NCC) and the Federal Competition and Consumer Protection Commission (FCCPC) with complaints about their data vanishing without explanation. Customers are demanding that these bodies investigate what they believe to be unfair depletion of their data by telecom providers, including MTN.
MTN, however, has vehemently denied any such accusations, maintaining that there is no system or intention to siphon data from users. According to the company, the depletion of data is primarily due to technological shifts and increased usage, particularly with the rise of 5G networks and heavy video streaming.
Blewett, speaking from MTN House in Accra, responded directly to these widespread accusations. “I’ve heard ‘You’re stealing my data’ in every country I’ve worked—not just at MTN,” Blewett said, reflecting on his extensive experience in the telecom industry. He continued, “I swear to God as my witness: we have no reason to steal your data.”
Blewett was adamant that there was no financial incentive for MTN to engage in such practices. “If I steal data, I can’t report it—I’d lose my bonus,” he explained, emphasizing that his financial rewards are tied to declared revenue, making any form of data theft counterproductive. “We are not stealing your data. There’s simply no reason to do it.”
Concerns about unexplained data consumption are not unique to MTN alone but extend to other telecom operators in Nigeria as well. Subscribers are reporting that their data is being consumed at a much faster rate than expected, even when they are not using it. Some users claim that they are being charged for data they have not used, while others have noticed that their data balances disappear shortly after purchasing a plan.
The increase in such complaints has led to growing frustration, with customers questioning the transparency and fairness of telecom operators’ billing systems. These complaints have also led to inquiries by the NCC and FCCPC, who are being urged by customers to launch investigations into these practices.
MTN’s competitors have similarly denied any involvement in tampering with data usage. The telecom operators collectively attribute the rapid depletion of data to technological advances, particularly the shift from 3G and 4G to 5G networks. According to the operators, these enhanced networks are more efficient, but they also result in faster data consumption. The increased use of mobile data for video streaming and the higher data consumption of apps like YouTube have also been cited as contributing factors.
Blewett further explained that faster networks, such as 5G, can result in quicker data usage, as users are able to access content at much higher speeds and resolutions. “A better network speeds up data use,” he said. “YouTube switches to higher resolution on stronger signals—it’s like Pac-Man eating your data. We don’t control that.”
This shift in user behaviour, according to Blewett, is a key driver behind the perception that data is disappearing. He stressed that MTN, like other telecom providers, has no control over how third-party apps, such as YouTube, use mobile data once the signal strength is stronger.
Blewett’s analogy, likening faster data usage to “Pac-Man eating your data,” underscored the rapid consumption that occurs when networks upgrade and customers engage in more bandwidth-heavy activities. This includes video streaming, online gaming, and using high-definition video calls, all of which require larger data consumption.
In an attempt to ease customer concerns, Blewett highlighted the steps MTN takes to ensure transparency and accuracy in its billing system. He pointed out that MTN’s financial operations are independently audited, and any errors in billing would be detected during these audits. He emphasized that the company takes the issue of billing accuracy seriously and would not tolerate any discrepancies that could lead to revenue leakage or customer dissatisfaction.
“We’re independently audited—billing errors would fail our financials,” Blewett said, reinforcing MTN’s commitment to maintaining a transparent relationship with its customers. He also noted that MTN has an internal revenue assurance team that constantly monitors billing processes to ensure compliance and correct billing practices.
“We don’t want revenue leaks or incorrect billing,” he said, adding that MTN is committed to providing accurate and fair services to its customers.
To address ongoing concerns, Blewett urged customers to check their data usage patterns regularly and make use of available tools, such as the MTN app, to monitor their data consumption more effectively. He also recommended that users be more mindful of the types of activities that consume more data, such as video streaming and high-bandwidth apps, which can cause quicker depletion of data.
Despite MTN’s reassurances, the ongoing frustration over data consumption has not subsided. Many Nigerian customers are still not convinced by the telecom giant’s explanation, and complaints continue to rise. Some subscribers argue that even with the growing use of video streaming and more advanced networks, the sudden disappearance of data is still too frequent to be explained solely by these factors.
Furthermore, some customers have expressed doubts about the transparency of billing practices across the telecom sector. The lack of clear and consistent communication about data usage has left many feeling that they are being taken advantage of by the very companies they rely on for communication and internet access.
In response, consumer protection groups have called for more stringent regulations on the telecom sector, urging the Nigerian Communications Commission and other relevant authorities to ensure that telecom operators uphold customer rights and prevent unfair billing practices.
