MTN Uganda’s leading telecom has had quite a rough week after their internet service had a downtime last week. The downtime left thousands of customers complaining about not being able to load internet bundles. We took to social media to get voices of those who were affected by the downtime and we established that, customers weren’t able to load internet bundles but yet every time they tried, their airtime was deducted without them receiving the data. Those who lost their airtime haven’t been refunded. This went on for a couple of days as MTN was trying to rectify the issue.
MTN made a statement on their Facebook page urging customers not to re activate bundles in case of delay and promised the customers that whatever data they subscribed for will be credited to their accounts. As we speak currently, some customers say that the service has been restored while others still face the same issue.
One of the biggest issues that customers were complaining about was not being able to reach customer care for help no matter how much they tried to call. The tech savvy customers took to social media to vent their anger having very unkind words for their service provider. We embedded some posts of customer’s reactions on social media that you can follow to see how some customers were really irked.
— Voljen L’Tigho (@TighoEyexhaque) May 25, 2014