Caller tunez: MTN defrauds subscribers over N2.7bn monthly
By KELECHI MGBOJI
Nigeria’s telecommunication giant, MTN, has come under widespread criticism in the last two months, over allegations that it is its caller tunes service with the code number 4100 to defraud over 55.6 million GSM subscribers.
Under the guise of giving subscribers the opportunity to subscribe to any caller tunes of their choice at the rate of N50 per month, the telecoms giant is raking in about N2.7billion monthly and approximately N33.4 billion yearly through the auto-subscription service to about 55.6 million subscribers.
In its latest subscriber statistics for third quarter released October 23, the Nigerian arm of South Africa-based MTN group claimed its leading role in the telecommunication sector with active subscriber base estimated at 55.6 million. 
In response to widespread complaints by MTN subscribers, our correspondent registered the number 08162708919 with the pseudo name Titus Bygold by mid day, Friday November 8.

By 11:36 pm Saturday, November 9, a message from 4100 hit the newly registered number saying that the monthly caller tunes subscription would expire in two days.
The short message reads: “Your caller tunez service will expire 2013-11-12. To renew the service at N50 monthly, take no action. For information on how to cancel, text  HELP.”

However, it is interesting to know that the SIM card had not been used to subscribe to any monthly callertunez plan when the message registered the following day, raising the question as to whether the service is being manned by human beings or a programmed robot which automatically deducts subscribers’ money whether they subscribed or not. 
When our correspondent contacted MTN for explanations, the General Manager Corporate Affairs, Corporate Service Division, Funmilayo Onajide explained that for every new MTN SIM purchased, there is free Callertunez as value added service for the first month.

According to her, “Two days to the expiration of the free subscription, customers will get a message telling them that it would cost N50 monthly to renew the service.
“The same message also advises those who want to unsubscribe from the service to text HELP to 4100, after which the customer would be prompted on how to discontinue subscription.” However, she did not address the issue of existing MTN SIM cards which the owners have not used for once to subscribe to Callertunez but are still being charged the same N50 monthly.
By saying “to renew the service at N50 monthly, take no action,” it invariably means that MTN automatically subscribes for customers without giving them opportunity to choose the tune or to opt out.
“When I text HELP on Friday at 1:16 pm, instead of a message signifying that I have unsubscribed, I got the following message: “Y’ello! To register, text ‘reg’ to 4100. To download a tune, text the tune code (e.g.010001) to 4100; To present text, present+tunecode+phonenumber’ to 4100. To cancel…” 
A brief survey conducted by our correspondent who asked some MTN subscribers to text HELP or DELETE to 4100 showed that they got the same message above without any sign that they unsubscribed.

Reacting to media inquiries over the widespread complaints by victims, the General Manager, Onajide further wrote: “It is important to note that apart from the cost of subscription, every tune in a subscriber’s library costs N50 per month. Every tune has a name and a code. Two days to the expiration of every tune in a customer’s library, we will send a text message that the tunes would be renewed automatically for N50.00, and that those who want to unsubscribe from a particular tune should send ‘delete’ (followed by the particular callertunez code) to 4100, and the tune would be deleted from their library.
“If after all these messages, a customer does not text HELP or DELETE to the provided short code, at the expiration of the deadline, the system would automatically renew the service. We hope that you use your platform to educate the public appropriately. This would be a far more positive contribution to public discourse and enlightenment than your sensational headline...” the Corporate Affairs boss wrote in an e-mail message.
Wondering what code a subscriber who had not subscribed for any tune could use to ‘DELETE’  MTN subscribers and victims want the Nigeria Telecommunication Commission, the Consumer Protection Council (CPC) and other government agencies under whose regulatory purview this high-handedness of MTN Nigeria falls, to exert appropriate sanction against the company.
For instance, after receiving several unsolicited messages, one of the subscriber victims (name with held by us) confronted MTN office in Egbeda, Lagos where he was directed to call Mr. Funso Aina of the Corporate Communications department. 
When Aina was contacted, he was full of apologies but the following day the subscriber got a message to the effect that he had been ‘un-subscribed’ from the service which he never subscribed to in the first instance. When he demanded for a refund of his N50, he was merely told to “forget that one.” 
Another victim, Chigozie, with a number that has last four digits as ..7141, lamented that MTN has in the last three months continuously subscribed him (unsolicited) and make deductions from his call credit, a development over which he expressed helplessness. 
Similarly, Miss Uche who has MTN number that ends in ..2866 is not happy with MTN for automatically subscribing her number to a Callertunez without giving her the option to opt out or choose the tune of her choice.
Another loyal subscriber who has been using MTN number 08032637535, for 9 years said his own message on the 12th of October, 2013 at 5:12am reads: “Your service will expire on 2013-10-15. To renew the service @N50 monthly, take no action. For information on how to cancel, text HELP to 4100.” 
On the 16th the same subscriber without taking any action got another message that reads: “Yello, you have been charged N50 and your callertunez service has been extended to 2013-11-15 successfully. Reply TOP5 or’ # SongName’ to search tunez. For more info, text HELP to 4100.”