The National Communication Authority (NCA) has directed the management of one of the telecommunication giants in Ghana, MTN to compensate its customers for the billing inaccuracies faced from December 1, 2019.
A letter signed by the Director General of NCA, Mr Joe Anokye, explained that the MTN Customer Care Lines were largely inaccessible for a period of time between 1st and 2nd December, 2019 which resulted in customer dissatisfaction and public uproar about MTN’s service.
Following these inconveniences, MTN has being directed to ensure the immediate resolution of the challenges with their billing system and affected transactions and also ensure that over 95% of all calls centres are successful as required by their licence.
MTN is to submit a report explaining why the Authority was not informed of this challenge, how the issue will be prevented from occurring again and others.
Below is the letter from NCA to MTN: