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Telecomunications subscribers nationwide lodged 19,977 complaints against Mobile Network Operators (MNOs) between January and October this year.

The grievances, which were reported on four dedicated channels of the Nigerian Communications Commission (NCC), had to do with billing; call centre/customer care; quality of service/experience, sales promotions and advertisement, among others. Billing issues include an unexplained change in the account balance and the inability to change tariff plans.

Concerning customer care, subscribers decried their inability to connect to help lines; alleged nonchalant attitude of agents; incorrect response from agents and other infractions. Regarding quality of service in respect of voice and data, telephone users complained of call interference; inability to receive calls; call divert; call barring; persistent data depletion; poor signal/no network to mention a few.

The Guardian


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