Several mobile network users in Kabul have raised complaints about extra charges being deducted from their accounts in exchange for credit loan services provided by telecom companies. They say that, on top of the government’s 10 percent tax, telecom companies deduct an additional fee as a credit loan service charge. Many users, they note, are unaware of the exact cost of these services and only discover after purchasing credit that a portion of it has already been taken as a loan fee. They add that while using credit loan services in emergencies is often a necessity, the additional deductions are unfair.
Speaking to the Hasht-e Subh Daily, these users say that in some cases, even when the loan option is activated but no credit has been deposited into their accounts, the service fee is still deducted once they top up. They say they have raised these concerns with telecom companies on multiple occasions, but no meaningful action has been taken. They are urging telecom companies to provide customers with clearer, more accurate information about the terms of credit loan services, applicable fees, and repayment procedures, so users know the full cost before opting in.
Hassan Ali, a Kabul resident, says several telecom networks charge users steep fees for credit loan services. He notes that some loan packages come with restrictions, preventing users from freely using them for calls or internet activation. He is calling on the Afghanistan Telecommunications Regulatory Authority (ATRA) to step up its oversight of how credit loan services are delivered and the fees networks charge.
“Most telecom networks handle credit lending differently,” he said. “I use Etisalat, and in my experience, more than the borrowed amount ends up being deducted. Some loan packages are also restricted, so using them to call other networks or activate the internet is a problem. In many cases, when someone runs out of credit in an emergency, they have no choice but to use these services and pay more. On top of that, some packages simply don’t work as advertised. ATRA needs to take a much closer look at how credit loan services are being provided and what fees are being charged, to make sure users’ rights are protected.”
Sardar, another Kabul resident, says telecom networks deduct amounts beyond the government tax when users repay their loans. He also notes that some internet and call packages activated through loans run out faster than regular packages and do not deliver adequate performance.
“Telecom networks take out more than what was borrowed,” he said. “If you borrow 80 Afghani and later add 100 Afghani to the credit, the entire balance is deducted, and nothing is left to use. Companies send messages claiming they don’t charge extra, but in practice, they deduct an additional amount as a service fee on top of the tax. I’ve dealt with this many times, and I think the responsible authorities need to look into it and take it seriously.”
Shekab, also a Kabul resident, says credit loan services are riddled with problems and lack transparency. He says many users discover after adding credit to their SIM cards that a portion has been deducted without any clear explanation.
“A lot of people who use credit loans find out after buying credit that some of it has been taken out for no obvious reason,” he said. “There’s rarely a clear explanation for these deductions, and users are left not knowing what they were actually charged for.”
He is calling on the authorities to strengthen oversight of telecom networks to curb opaque deductions and protect consumer rights. “This has caused a lot of concern among users and points to a serious lack of transparency in how these services are run,” he said. “We are calling on the Ministry of Communications and the relevant oversight bodies to put clearer regulations in place and enforce stricter supervision of telecom networks, so that users are no longer left in the dark about unexplained credit deductions.”
These complaints come despite a previous announcement by the Taliban’s Ministry of Communications and Information Technology, which stated that the amounts deducted for credit loan services are not extra charges, but service fees collected by telecom networks.
Currently, Etisalat offers both call and internet credit loan packages. Call packages start at 9 minutes for 11 Afghani, valid for one day, and go up to 300 minutes for 165 Afghani, valid for five days.
The network’s internet credit loan packages range from 450 megabytes for 40 Afghani to 1 gigabyte for 115 Afghani, both valid for one day.
Roshan, meanwhile, also offers a credit lending system, with options starting at 40 Afghani and 80 Afghani. A 5 Afghani service fee is deducted from the 40 Afghani loan, and a 10 Afghani fee from the 80 Afghani loan.
Roshan also provides an internet credit loan package of 1 GB, valid for three days, priced at 120 Afghani.
Access to credit loan services on both networks is available to subscribers under specific conditions, which vary between providers.
You can read the Persian version of this report here:
خدمات قرضه شبکههای مخابراتی؛ کاربران کسر هزینههای اضافی را ناعادلانه میدانند
