The Federal Competition and Consumer Protection Commission (FCCPC) has expressed concern over the increasing number of complaints from telecom subscribers who claim their mobile data is being exhausted faster than expected.
Speaking during an interview on a Trust TV programme, Business Daily, the FCCPC’s Director of Corporate Affairs, Ondaje Ijagwu, said the commission is closely monitoring the situation and may carry out audits of telecom operators’ systems if necessary.
According to him, many consumers have reported losing large portions of their data bundles without clearly understanding what caused the depletion. He noted that the growing complaints have become a matter of concern for the commission.
Ijagwu explained that telecom companies have a responsibility to educate subscribers about how their billing systems work and ensure that customer complaints are properly investigated. He said operators should be able to provide clear explanations whenever customers question how their data was used.
He added that in cases where complaints raise serious concerns, the FCCPC has the authority to request access to account records and conduct audits of telecom systems to determine whether consumers were treated fairly.
The FCCPC official stressed that the commission does not automatically assume telecom operators are at fault whenever complaints arise. Instead, investigations are based on facts and evidence gathered from each case.
“We do not presume guilt,” he said, noting that the commission carefully reviews available information before reaching any conclusions.
Ijagwu explained that while widespread complaints may indicate a larger issue within the industry, individual cases are also important. He encouraged subscribers who believe their data was unfairly depleted to submit formal complaints so that proper investigations can be carried out.
According to him, the commission can request detailed records showing data purchases, usage patterns, and other relevant information to determine exactly what happened.
He also pointed out that not all cases of rapid data depletion are caused by billing errors. In some situations, background applications, automatic software updates, cloud backups, and other hidden activities may consume data without the user’s knowledge.
For this reason, he said every complaint must be examined individually before any decision is made.
Ijagwu urged Nigerians to move beyond simply expressing frustration on social media or among friends and instead use official complaint channels. He noted that many consumers complain informally but fail to submit the evidence needed for investigations.
The FCCPC has recorded significant success in resolving consumer-related disputes. According to Ijagwu, the commission has handled more than 9,000 complaints across approximately 35 sectors of the economy and has secured over N10 billion in refunds and compensation for affected consumers.
These complaints span several industries, including telecommunications, banking, electricity, and consumer goods.
Responding to claims that repeated consumer complaints suggest weak regulation, Ijagwu rejected the argument. He maintained that the existence of complaints does not mean regulatory agencies are failing, but rather shows that consumers are actively seeking redress through available channels.
On the ongoing debate about allowing pay-TV customers to pay only for channels they watch, he said increased competition in the broadcasting industry would likely encourage more flexible subscription options and better services for consumers.
