MTN introduces SMS fraud safety measure

In response to growing customer frustration, MTN has today announced a solution tailored to handle unscrupulous fraudsters, who have been billing mobile customers for services they have not signed up for.

MTN has been inundated with customer complaints regarding a number of WASPs (Wireless Application Service Providers) that have been sending unsolicited spam messages and content to its subscriber base via unauthorised (and often international) partners.

This has also prompted legitimate South African WASPs to complain about their inability to compete against these 'grey' SMS routes. These service providers have requested that MTN take action.

Customers who have fallen victim to this scam have been swindled out of exorbitant amounts of airtime, from R75 per minute, to 34 cents per SMS, if it is a local carrier.

Says Kevin Jacobson, MTN South Africa General Manager: Business Indirect: “As part of our continued commitment to meeting the needs of our customers, we have introduced a solution that will filter out unsolicited SMSes before they are forwarded to our client base.

“This is the first proactive initiative of its kind in South Africa, and addresses an issue that is currently affecting all local cellular networks. We hope this solution will go a long way towards alleviating the frustrations our customers have been experiencing.”

As is frequently the case, MTN once again finds itself in a leadership position with regards to customer protection and technical innovation.

It expects this may create a stir in the market due to the fact that some businesses are purchasing bulk SMSes without being aware that 'grey' routes are being utilised in their implementation.

As a result, MTN encourages users to direct any questions or queries they may have to its helpdesk.

This solution is part of MTN's efforts at mitigating the risk that its customers are facing. Earlier this year, MTN warned its customers about a growing scam that occurs when an unsuspecting customer receives an SMS requesting them to call an unknown number.

“Upon calling the number, the customer is diverted to an interactive voice response (IVR), where they are kept on hold with music playing in the background, while their airtime is being used without their knowledge,” explains Jacobson.

“This fraud is generally perpetrated by international carriers that seek to increase volumes of traffic to their number. This scam is growing, and many people are being caught unawares. We wish to appeal to our subscribers to immediately delete mysterious and unknown call-back messages, and not to call the number in question,” he adds.

The Wireless Application Service Providers Association (WASPA), the industry body that monitors bad service among mobile advertisers, has encouraged consumers to report any unsolicited SMSes they may receive.

MTN's ongoing dedication towards delivering a secure, world-class service is more steadfast than ever. By encouraging WASPs to use legitimate methods of service delivery, it strongly believes that it is not only keeping its subscriber base safe, but is also championing social change.

For more media information, please contact:

Bridget Bhengu: Senior Manager - PR and Communications, MTN SA Cell: 083 212 1964 / E-mail: [email protected]