…NCC to investigate firm over excess SMS billing
The Nigerian Communication Commission (NCC) is set to investigate Airtel Nigeria PLC over multi-million excess short message service (SMS) billing following investigation by Nigerian NewsDirect, a national daily newspaper circulating nationwide.
Executive Vice-chairman of NCC Professor Dambazu confirmed the investigation in reaction to complains by subscribers of Airlel Nigeria following a survey conducted by Nigerian NewsDirect.
He said the matter is being investigated by NCC and promised to address complains of subscribers that kicked over excess SMS billing by Airtel Network.
The Director, Nigeria Communications Commission (NCC) through the Director of Public affairs Dr Henry Nkemadu had promised to get reaction to the alleged exploitation by AIRTEL Nigeria.
The subscribers in the country raised their voices over excessive charge by Airtel Nigeria on Short Message Service (SMS).
Airtel with 50.49 million subscribers has been alleged of extorting subscribers through excess charges on two pages of SMS.
Having experienced free airtime from telecommunications provider Airtel during this lockdown period of COVID -19 in the country, many subscribers have now decided to air their dissatisfaction on excess billing on SMS by Airtel Network.
An Airtel subscriber, Mr Aminu via his twitter handle, complained about sending two pages of SMS and being charged four times the actual amount.
According to him, “I have spent time during this lockdown period to monitor Airtel in respect of SMS. What I have discovered is wicked stealing for every SMS sent. When you have N500 and send a two pages SMS, they end up charging for three every time.
“During their SMS bonanza, I once typed an eight pages document and from they are telling me, I had sent one remaining nine, I got eventually charged for two SMS. Meaning I got billed for 12 instead of 8. The next day, exactly the same thing happened.
“Since then, I started monitoring their SMS services and have come to the conclusion that it is a standard practice. The moment one sends a two pages SMS, the person pays for one more. This is what I have monitored and noticed over 20 times in the last one month.
“Sometimes, I intentionally recharge and send a two pages SMS immediately. Not once have they charged for the two pages. They always deduct for at least one more. Sometimes, the second page had just one or two words. Still, they billed for three instead of two.
“just imagine they do this to one million subscribers in one hour? Airtel Nigeria would have been devilishly richer by millions and in most cases, without the subscribers knowing.
He alleged: : “What Airtel Nigeria is doing is pure pure stealing”. No two words,” he said.
Investigation by Nigerian NewsDirect revealed that Airtel charges three pages of SMS N20, instead of N16.
Responding, the Head of Public Relation, Airtel Nigeria, Erhumu Bayagbon, said that Airtel tariff for SMS is N4 and it has not changed.
He said that Airtel would diligently investigate any case of overbilling of SMS charges and engaged customer with facts and resolve.
According to him, “Dear Nigerian NewsDirect, thank you for your enquiry. Airtel’s tariff for SMS is N4 and it has not changed.”
“Where there is a perceived or seeming case of overbilling of SMS charge reported, we will diligently investigate and engage customer with facts and resolve.”
“Please be assured that Airtel is a reputable corporate organization with high ethical standards committed to providing seamless and quality service especially at this trying period of COVID-19. Thank you, “he said.
In a reaction to the claims by the Airtel Spokesperson, Nigerian NewsDirect conducted a survey and interacted with over 60 Airtel subscribers who were experiencing a similar scenario.
Some of the subscribers who had not noticed it were given a draft two pages SMS to send to our correspondent’s number and make screenshots of their airtime balance before and after the message is sent. The results all proved the same and contradicted the claims made by Airtel.
Kahuna said;”this is not fair as it shows infidelity in terms of their services. This is cheating and I really hope Airtel stops this soon. If not I’m switching to another network that won’t rob me with their services.”
Muyiwa who was full of anger said, “Firstly thanks for noticing this. This is a very bad thing. I guess this has been on for quite a period of time.
“They have been committing this crime and were very petty about it by making it unnoticeable to the unsuspecting subscribers.
“I was charged N16 for a two pages SMS which would normally cost N8.This is very unfair on we subscribers and something needs to be done immediately”
David said; “the SMS rate is alarming, considering that it is also been done fraudulently, I’m disappointed. How can I send a two pay SMS and be charged for two pages?”
Timilehin who also spoke with Nigerian NewsDirect said;”so basically, the multiple illegal deduction isn’t fair on subscribers.
“I will start from the data aspect. Nowadays, 1gb lasts 24hrs. I have frozen my Twitter, Instagram and some other apps so I use only Whatsapp and Facebook yet within hours, I have 500mb left… Minutes later I have 200mb left. I don’t understand the mystery.
“Secondly on calls, they began to charge more than usual. I made a call of was it 5mins and then 131 naira was deducted from my account. It’s so crazy.
“As regards SMs service, the 5 or 10 free SMS per day they used to do was, out of the blues, eradicated and for a lil page of text you can see deduction twice. Just yesterday, I was already contemplating on migrating to MTN,” he said.
Dayo Oyebanjo, “I sent a two pages SMS but I was charged for 3 pages. This is a form of fraud because how would you charge a user that much without even for telling us about the new charge change. It doesn’t make sense.”
-Nigerian News Direct
