Kingsley Fredrick

Designing SaaS products that convert & retain users
Fixing onboarding & UX leaks
Building Inbox Whisper

[Kingsley Fredrick @kingsleyfrd]

@AirtelNigeria @NgComCommission You should address the actual service failure instead of trying to make this appear as though the matter was promptly handled

[Kingsley Fredrick @kingsleyfrd]

@AirtelNigeria, this is daylight robbery! I pay 25k for a 50Mbps plan, yet your new router delivers painfully slow internet, even with full Wi-Fi bars. complained for over 28 days, & you’ve done NOTHING. Customers deserve the service they pay for. @NgComCommission, pls intervene!

[Kingsley Fredrick @kingsleyfrd]

@AirtelNigeria @NgComCommission The issue is not whether you eventually sent me an address.The issue is WHY it took 28 days, repeated complaints, multiple DMs, repeated requests for information already provided, & @NgComCommission publicly asking for an update before this was finally escalated to a shop visit…

[Kingsley Fredrick @kingsleyfrd]

@AirtelNigeria @NgComCommission @AirtelNigeria, please stop rewriting the timeline. You only communicated the designated shop information AFTER I publicly challenged your repeated requests for information I had already provided and questioned why, after 28 days, I was suddenly being told to visit a shop…

[Kingsley Fredrick @kingsleyfrd]

@AirtelNigeria @NgComCommission … @NgComCommission, I need you to look closely at this entire timeline, not just Airtel’s latest response

[Kingsley Fredrick @kingsleyfrd]

@AirtelNigeria @NgComCommission …this is not customer support. This is an endless cycle of scripted responses, repeated questions & delays while the customer continues paying for a service that is not being delivered as expected…

[Kingsley Fredrick @kingsleyfrd]

@AirtelNigeria @NgComCommission … @NgComCommission has now publicly asked you to provide an update. Yet instead of providing a proper explanation or resolution, I am being sent around in circles…

[Kingsley Fredrick @kingsleyfrd]

@AirtelNigeria @NgComCommission …What will the shop do that your technical team could not do remotely?

I have paid ₦25,000 for a 50Mbps service that has been painfully slow and unreliable, despite strong Wi-Fi signal. I have spent 28 days reporting it. I have cooperated with your requests…

[Kingsley Fredrick @kingsleyfrd]

@AirtelNigeria @NgComCommission …Why publicly ask me again for the same information instead of simply reading the conversation?

And now you want me to visit your office. For what exactly? What specific technical issue has your Network Team identified? What diagnostic checks have actually been performed?

[Kingsley Fredrick @kingsleyfrd]

@AirtelNigeria @NgComCommission ..the case & determined that I must visit an Airtel Shop.

Let’s be very clear, if your team could determine within minutes that I need to visit a shop, why did it take 29 DAYS of complaints to get to this point? Why repeatedly ask me for information that was already in the DM?…

[Kingsley Fredrick @kingsleyfrd]

@AirtelNigeria @NgComCommission @AirtelNigeria, this response exposes just how badly this complaint has been handled.

It took over 24 hours of back-and-forth, repeated requests for information I had ALREADY provided, and multiple public requests before you suddenly claim that your “Network Team” has reviewed…

[Kingsley Fredrick @kingsleyfrd]

@AirtelNigeria @NgComCommission Stop wasting my time with repeated questions and generic copy-and-paste responses.

This complaint is over 28 days old, and @NgComCommission has already asked you publicly for an update. I need the network issue investigated and resolved not another scripted questionnaire 😡

[Kingsley Fredrick @kingsleyfrd]

@AirtelNigeria @NgComCommission @AirtelNigeria, are you actually reading the conversation, or are you simply incapable of processing the information already provided? I sent these exact details via DM more than 24 hours ago.

READ THE EXISTING DM and respond to what I already provided…

[Kingsley Fredrick @kingsleyfrd]

@AirtelNigeria @NgComCommission …after I already provided the relevant information over 24 hours ago. And till no meaningful investigation or resolution. @NgComCommission, this is what your intervention has produced so far

[Kingsley Fredrick @kingsleyfrd]

@AirtelNigeria @NgComCommission This is exactly the problem. @AirtelNigeria is copy-pasting a generic checklist instead of actually reading the complaint.

My complaint is about your ODU router and the internet service, not a handset. Yet you’re asking me for my “handset type”…

[Kingsley Fredrick @kingsleyfrd]

@AirtelNigeria @NgComCommission I have been reporting this issue for over 28 days, and @NgComCommission has now publicly asked you for an update. I need ACTION and a resolution, not the same questions repeatedly.

[Kingsley Fredrick @kingsleyfrd]

@AirtelNigeria @NgComCommission @AirtelNigeria, I already provided these exact details via DM over 24 hours ago. Have you not reviewed the conversation, or has it been deleted? Are you this incompetent?

Read the existing DM and respond to the information already provided.

[Kingsley Fredrick @kingsleyfrd]

@NgComCommission @AirtelNigeria This complaint has been dragging for over 28 days while I continue paying ₦25,000 for a 50Mbps plan that delivers painfully slow and unreliable service. This is completely unacceptable. @NgComCommission, please intervene

[Kingsley Fredrick @kingsleyfrd]

@NgComCommission @AirtelNigeria @AirtelNigeria, @NgComCommission has now publicly asked you to provide an update on the actions taken to resolve my complaint. 24 hours later, there is still NOTHING, no update, no resolution.

[Kingsley Fredrick @kingsleyfrd]

@AirtelNigeria Nothing but a total fraud and disgraced.