Ncell Admits Technical Error Caused Wrong Balance Deductions, Claims Refunds Completed

Ncell has admitted that a technical problem caused balance deductions from some customers even when their mobile data was turned off and their devices were connected to WiFi.

The company said it launched a detailed investigation after receiving complaints about unexpected mobile data charges and later identified a fault in its billing system.

Some customers reported repeated Pay As You Go (PAYG) deductions despite not actively using mobile data. In several cases, users said Rs 1.27 was deducted multiple times in a single day.

Ncell Says Technical Fault Has Been Fixed

Ncell said the problem was caused by a technical error and has now been fully identified and corrected.

The company also claimed that additional safeguards have been introduced to prevent similar billing problems from happening again.

It apologised to customers for the inconvenience and thanked them for their patience while the issue was being investigated.

Company Claims Refunds Have Been Issued

According to Ncell, all customers affected by the error have received the deducted amount back in their mobile balance.

The company also said affected users were informed about the refund through SMS notifications.

However, some customers have claimed that they have received neither a refund nor a message confirming the adjustment.

This difference between the company’s statement and customer complaints has raised questions about whether every affected account has been properly identified.

Customers Asked To Contact Ncell

Ncell has advised customers who believe they were incorrectly charged but have not yet received a refund to contact the company directly.

Users may need to provide details such as:

• The date and time of the deduction

• The amount deducted

• Their mobile number

• Screenshots of balance alerts

• Information about whether mobile data was turned off

• Confirmation that the device was connected to WiFi

Keeping such records could help customers prove that the deduction occurred without intended mobile data use.

NTA To Investigate The Issue

The Nepal Telecommunications Authority has said it will examine the matter and determine whether there was any wrongdoing, technical weakness or failure to protect customers.

The regulator may take legal or regulatory action if its investigation finds that consumers were unfairly charged or that the company failed to respond properly.

The case has also raised wider questions about the reliability and transparency of telecom billing systems in Nepal.

Why Customers Were Concerned

Small deductions such as Rs 1.27 may appear insignificant when viewed individually.

However, repeated charges across a large number of users could result in a substantial combined amount.

Customers are also concerned because the deductions reportedly occurred even when they believed mobile data was disabled, making it difficult for them to understand or control the charges.

Trust Depends On Clear Evidence

Ncell’s claim that the problem has been fixed and refunds have been completed may help address customer concerns.

However, public confidence will depend on whether customers can verify that the deducted amounts have actually been returned.

A clear explanation of:

• How many users were affected

• How much money was deducted

• When refunds were issued

• How the technical error occurred

• What safeguards were introduced

would help strengthen transparency and rebuild trust.