Nyakundi report has once again drawn attention to growing public frustration surrounding telecom giant MTN Uganda, with many customers now openly questioning the leadership of CEO Sylvia Mulinge.
The complaints being raised are serious and touch on issues that directly affect ordinary Ugandans who rely on mobile services every day for communication, business, and mobile money transactions.
Many customers now claim they are suffering quietly while struggling to get answers from the company.
A large number of users have complained about unexplained airtime and data deductions that continue to happen without clear explanations.
Some customers say they purchase bundles only for the data to disappear much faster than expected, while others claim airtime vanishes even when they are not actively using chargeable services.
These complaints have been shared widely online, with frustrated users accusing the company of failing to offer proper accountability despite repeated concerns.
The situation has become even more sensitive because of claims involving SIM card registration. According to some customers, they have discovered mobile numbers registered under their National Identification Numbers without their knowledge or approval.
Such claims have raised fear among users who believe this could expose them to fraud, identity misuse, or even criminal activities linked to numbers they do not control.
For many people, this issue goes beyond poor service and enters the area of personal security and consumer protection.
Criticism has also been directed at the company’s customer care system, which many users describe as slow, frustrating, and difficult to access. Customers claim complaints often take too long to be resolved, while some say they never receive proper feedback after reporting issues.
Others allege that escalated cases disappear without solutions, leaving users feeling ignored despite being loyal subscribers for many years.
This growing dissatisfaction has created a wider public debate about whether the company is doing enough to protect and value its customers.
Much of the criticism online has also focused directly on Sylvia Mulinge, with some users questioning her leadership style and management approach.
Critics argue that a company of MTN Uganda’s size and profitability should provide stronger customer support systems and quicker responses to serious complaints. Instead, many customers now feel there is a widening gap between the company’s promises and the actual experience faced by subscribers on the ground.
Many Ugandans are now demanding transparency, accountability, and immediate action from MTN Uganda. Customers say they are not asking for miracles but simply fair treatment, honest communication, and reliable services from a company that plays a major role in their daily lives.
