Telcos under pressure as consumer anger grows over rapid data depletion

By Chinenye Anuforo

In Nigeria, high data cost is not translating into higher quality of service.

In fact, the reverse is the case and that explains the growing complaints by telecom subscribers over rapid data depletion.

The scathing development has placed mobile network operators under fresh scrutiny, with consumer advocates, regulators and industry stakeholders calling for greater transparency in data billing and usage measurement.

The renewed attention comes amid persistent claims by subscribers that purchased data bundles are exhausted quicker than expected, worse amid epileptic services.

This concern has continued to generate debate despite repeated assurances from operators and regulators.

The debate gained renewed momentum after MTN Nigeria convened a forum tagged Data on Trial in Lagos, where company executives, technical experts, consumer advocates and industry stakeholders examined allegations that subscribers’ data bundles are depleting faster than expected.

Rather than putting the matter to rest, the engagement has intensified calls for greater accountability and consumer education, highlighting the trust gap that still exists between operators and subscribers.

Speaking at the event, MTN Nigeria Chief Executive Officer, Karl Toriola, rejected allegations that telecom operators deliberately deplete customers’ data. He attributed most cases of rapid data consumption to changing user behaviour, increased video streaming, cloud backups, automatic software updates and the growing use of data-intensive applications.

According to Toriola, modern smartphones and digital services consume significantly more data than many subscribers realise, creating the impression that operators are unfairly deducting data allowances.

However, consumer advocates insisted that the persistence of complaints warrants closer examination.

Digital rights advocate and lawyer, Timi Agbaje, said the recurring nature of the complaints suggests that operators must continue to improve transparency around data consumption and billing processes.

According to him, while technological factors may explain some instances of rapid data depletion, subscribers deserve clear and verifiable information on how their data is measured and deducted.

He noted that building consumer trust requires openness and continuous engagement, particularly at a time when many Nigerians are becoming increasingly dependent on mobile internet services.

Also, industry observers point to MTN’s decision to subject its data usage portal to independent verification by KPMG as evidence of the growing demand for transparency in the sector.

The verification exercise was designed to determine whether data consumption recorded by the network accurately reflected actual subscriber usage.

Adding the voice of telecom subscribers, President of the National Association of Telecoms Subscribers (NATCOMS), Deolu Ogunbanjo, said complaints about rapid data depletion have remained a recurring issue among consumers and should not be ignored.

While stopping short of accusing operators of wrongdoing, Ogunbanjo said the frequency of such complaints highlighted the need for continuous engagement among operators, regulators and consumers to address lingering concerns and improve public confidence in the telecommunications sector.

Telecom experts argued that  the controversy has become more pronounced as Nigerians increasingly depend on mobile internet services for work, education, entertainment, banking and communication.

At the same time, recent tariff increases have heightened subscriber sensitivity to data usage, making consumers more likely to question how quickly their bundles are exhausted.

The Nigerian Communications Commission (NCC) had previously sought to address the issue through independent audits and investigations into operators’ billing systems.

The regulator has consistently maintained that there is no evidence of systematic data theft by operators, while encouraging subscribers to monitor their usage through available tracking tools and complaint channels.

NCC Executive Vice Chairman and Chief Executive Officer, Dr. Aminu Maida, had previously stated that independent assessments of operators’ systems found no evidence of deliberate data depletion, attributing many concerns to changing consumption patterns and the increasing data demands of modern applications.

Yet, despite these assurances, complaints continue to surface across social media platforms and consumer forums, suggesting that concerns over data depletion remain unresolved in the minds of many subscribers.

Analysts said rebuilding consumer confidence will require a combination of greater transparency, improved public awareness and sustained engagement between operators, regulators and subscribers.

As demand for broadband services continues to grow, stakeholders believe the industry’s ability to address lingering concerns over data depletion will play a critical role in strengthening consumer trust in Nigeria’s telecommunications sector