Following a series of customer protests over the mass disconnection of lines unlinked to NINs or with incomplete National Identification Numbers, MTN Nigeria has announced the temporary closure of its offices across the country. This development was made after the outcry from the public, where subscribers vented their anger because of the sudden action to bar their lines prompted by the NIN-SIM registration process of the Nigerian Communications Commission (NCC).
The demonstrations erupted after MTN disconnected the lines that did not comply with the NIN verification requirements, affecting millions of users. Many customers stated that their SIM cards were blocked without warning, which led to an outcry and several protests at the MTN offices. Taking into account the chaos and the safety of the employees, the company closed its doors for the time being.
Read also: NIN-SIM linkage policy deadlines and extensions impact subscribers
Unraveling the Chaos: Understanding the NIN-SIM Disconnects
The recent disconnections have brought to the fore the struggles subscribers go through to comply with the NIN-SIM linkage policy. Despite several extensions of the deadline by the NCC, many users found themselves unable to verify their NINs on time, leading to disconnects deemed unfair by many users. Matters were not made any easier as customers took to the streets protesting their grievances, demanding accountability and clarity from the giant telecommunications company.
Therefore, these protests disrupted the running of MTN and became a centre of questions around communication on the NIN-SIM verification process. Most customers felt they had adhered to requirements, only for their lines to be barred due to details mismatching during registration. This has widened the disconnect in customer expectations.
Read also: MTN SIM cards disconnected due to incomplete or mismatched NIN registration
MTN’s Response and Way Forward
Following the demonstration and the call to protect its staff, MTN has said it will do everything possible to solve issues bothering its subscribers. It has thus advised its clients to update their NINs to ensure details are in tandem with those in the SIM registration booklets. The application has promised to enhance its communication with customers to avert a repeat of such an incident in the near future.
As MTN operates at this trying moment, the shutting down of its offices is a lesson that proves good customer care and effective, honest communication are critical in the telecommunications industry. The company is looking to regain customers’ trust so that they can continue accessing whatever services they require without further interruptions. Subscribers are advised to stay informed as the situation unfolds, proactively taking necessary steps to resolve any issues with their NIN-SIM linkage.
