MTN Nigeria has defended the integrity of its data billing system, insisting that subscribers are neither overbilled nor subjected to unauthorized data deductions, as it unveiled a series of transparency initiatives aimed at helping customers better understand and monitor their data usage.
The telecommunications company made the disclosure during a public engagement forum in Lagos tagged “Data on Trial,” where executives, regulators, independent auditors, media professionals, digital content creators, and consumers examined how mobile data is consumed and billed on the network. The initiative was designed to address growing public concerns over alleged rapid data depletion and billing discrepancies.
Speaking at the event, the Chief Executive Officer of MTN Nigeria, Karl Toriola, said the company chose an open and evidence-based approach to reassure customers and provide greater insight into its operations. He maintained that modern digital habits, including video streaming, cloud backups, software updates, artificial intelligence applications, and background app activities, account for a significant portion of data consumption.
According to MTN, many subscribers are unaware of the volume of data consumed by connected devices and applications running in the background. Company officials encouraged customers to regularly review device settings, disable unnecessary background activities, and monitor application-specific data usage to manage consumption more effectively.
As part of its transparency drive, MTN announced plans to integrate its Data Analyser Portal into the MyMTN App before the end of June. The platform will allow subscribers to track how their data is consumed across various applications and devices, offering a clearer picture of usage patterns and potential sources of unexpected depletion.
The company also disclosed that the portal has undergone independent validation by professional services firm KPMG and regulatory review by the Nigerian Communications Commission (NCC). KPMG reportedly confirmed that customer data displayed on the portal aligns with records captured by MTN’s charging and billing systems.
MTN's Chief Corporate Services and Sustainability Officer, Tobe Okigbo, said the initiative reflects the company's commitment to openness and customer trust. He noted that the telecom operator is inviting Nigerians to scrutinize its systems, ask questions, and identify areas requiring improvement or consumer education.
In addition, MTN announced plans to collaborate with the Lagos Business School on a nationwide “Data Experiment” aimed at independently testing and validating data consumption patterns across various digital activities. The company said the initiative forms part of a broader commitment to what it described as “radical transparency” in customer engagement.
The development comes amid increasing demand from consumers for greater accountability and transparency in telecom billing practices, particularly as data usage continues to rise across Nigeria's rapidly expanding digital economy. MTN maintains that its systems accurately measure consumption and that customers are billed strictly for the data they use.
