Mobile operator MTN Nigeria has offered an apology to its subscribers over customers’ inability to recharge on the network.
The company issued a press statement following an avalanche of complaints that subscribers, especially those with prepaid plans, were having difficulties topping up their credit on the platform.
The apology came just days after the Nigerian Communications Commission (NCC) lifted the ban on promotions by MTN and Zain. The NCC had banned promotions in June 2007 based on what it described as unacceptable levels of service quality. The authority warned Sunday that another decrease in service quality would attract a more severe ban.
According to MTN, however, the situation followed a routine upgrade of the company’s equipment across the country.
“While the equipment upgrade was ongoing, recharge requests from subscribers came in on unanticipated volumes and queued up in the system, awaiting their turns to be processed,” explained MTN Corporate Services executive Amina Oyagbola. “Our engineers have long completed the exercise, and the requests are now being processed as quickly as possible.”
Oyagbola expressed confidence that MTN subscribers’ recharge requests will be attended to and fully processed in due course, and service will be restored to normal.
She also expressed gratitude to MTN subscribers for their support, patience and understanding, while apologizing on behalf of MTN management for the disruption and inconvenience arising from the upgrade.
