Forgive and Forget,’ MTN apologises to customers over 200% data price hike

MTN Nigeria recently faced significant backlash after implementing a 200% price increase on its 15GB weekly data bundle without prior notice. The price hike saw the cost of the bundle rise from ₦2,000 to ₦6,000, leading to widespread customer dissatisfaction. 

In response to the public outcry, MTN issued an apology on its official social media platforms. The statement, delivered in a casual and relatable tone, acknowledged the mistake and appealed for forgiveness. It read:

> "To our 15G digital bundle lovers,

You dey vex. We know.

We know how upsetting it must have been to suddenly wake up to a 200% increase on your favourite digital bundle.

We could share several reasons, and provide explanations, but omo, all that one na story.

We don cast. We get it and admit it. Let’s just say na mistake.

Thank you for your understanding.

Yours Truly, MTN Nigeria."

Despite the apology, MTN adjusted the price of the 15GB data bundle to ₦2,500, which still represents a 25% increase from the original price. This move has led to further criticism from customers who feel that the company has not fully addressed their concerns. 

The informal tone of MTN's apology has also been a point of contention. While some appreciated the attempt to connect with customers on a personal level, others viewed it as unprofessional and insufficient given the gravity of the issue. 

This incident highlights the importance of clear communication and transparency between service providers and their customers. Unexpected price changes, especially without prior notice, can erode customer trust and loyalty. As the telecommunications industry in Nigeria remains highly competitive, maintaining customer satisfaction through consistent and transparent practices is crucial for long-term success.

MTN Nigeria's recent experience serves as a reminder of the delicate balance companies must maintain between business decisions and customer relations. Moving forward, it will be essential for MTN to implement strategies that prioritize customer engagement and trust to prevent similar issues in the future.