MTN reimburses over 18 000 customers’ data
MBABANE – Over 18 000 MTN customers have had their data, purchased before or during the internet blackout early in the month, reimbursed.
MTN Eswatini, acting on a directive given by the regulator, Eswatini Communications Commission ( ESCCOM) switched off access to the internet during the protests in the country that turned violent early in the month.
This was confirmed by MTN Corporate Affairs Manager Mandla Luphondvo, who stated that in the past week, they additionally refunded all MTN MoMo customers who experienced auto- deductions when we revamped MoMo’s credit scoring system to enable more customers to access this facility.
“I can confirm that MTN has refunded over 18 000 data bundles through airtime, allowing customers to either use the airtime for voice calls or purchase data bundles. As a business, we remain determined to deliver seamless internet connectivity and financial inclusion solutions to support their aspirations,” he said.
DIRECTIVE
MTN Eswatini, along with other operators, allegedly received a directive from ESCCOM to suspend access to social media and online platforms until otherwise informed. The statement was confirmed by MTN Group Executive Corporate Affairs Nompilo Morafa early in the month.
It communicates that after assessing the request, and in compliance with MTN’s licence conditions and in accordance with MTN’s groupwide Digital Human Rights due diligence framework, MTN Eswatini has implemented the directive.
“MTN Eswatini will continue engaging with the relevant stakeholders to limit the duration of the service disruption,” reads the statement.
The network disruptions led to a communication barrier at a time when everyone was shattered by the ongoing protests that left a trail of destruction and loss of life in the country. People were using social media to get updates on what was happening, which places were safer to travel and those that were deemed not safe.
People were also using social media to check up on their relatives as the violence escalated before the internet outage in the country and if one did not have means to make a call, they would not communicate for the latest developments with regards to the protests as well as checking on their loved ones.
It was worse for pupils who are at home as classes are currently suspended and relying on the availability of the network to keep up with their studies, especially those that have to conduct research.
It seems some people are still bothered by the internet blackout that hit the country during the recent protests that had service providers switching off access to the internet at the instruction of the regulator.
If it is not denied access to the internet, it is denied access to WhatsApp for certain individuals, who claim to have been assisted by MTN Eswatini agents to restore the anomaly.
One customer shared that he had his number blocked from accessing WhatsApp and he was told through an email that their system flagged his account activity as a violation of their terms and services and subsequently banned his number.
“We apologise for any confusion and inconvenience this may have caused.
FLAGGED
“Our system flagged your account activity as a violation of our Terms of Service and subsequently banned your number.
“To ensure access, please re- verify your number with our official WhatsApp client, which can be downloaded from our website.
“Please note that we do not provide support for unofficial clients or for jail- broken/ rooted ( including emulators), and unsupported devices,” read the email from the WhatsApp support team.
Responding to the news that some customers are still troubled by an internet blackout, Luphondvo said MTN Eswatini was not aware of customers who had internet access challenges.
“We recommend that customers with such experiences engage our Contact Centre. I am confident that our team will resolve and close this matter,” he said.