Subscribers of Viettel Burundi, operating under the brand Lumitel, are reporting the unauthorized activation of value-added services and the unexplained disappearance of phone credits in Burundi. The complaints suggest a pattern where customers find services activated without their consent, leading to deductions from their prepaid balances. These incidents have reportedly affected numerous Lumitel users across the country, raising concerns about consumer protection. The allegations against Viettel Burundi come amidst broader regulatory scrutiny regarding telecommunication practices in the region.
Consumer Complaints Mount
Abuco has been receiving complaints for several months regarding unauthorized service activations and credit deductions from telecommunications subscribers in Burundi. The consumer protection association documented numerous instances where users reported deductions for services they had not subscribed to, with complaints specifically targeting Viettel Burundi's Lumitel brand. These reports describe a consistent pattern of prepaid balances diminishing without clear user consent or action.
In 2025, Abuco formally addressed these concerns by sending a letter to Lumitel. The communication requested detailed explanations for the reported deductions and unauthorized service activations. A copy of this letter was also forwarded to ARCT, Burundi's telecommunications regulatory body, indicating a move to involve regulatory oversight in resolving the consumer grievances. This action by Abuco shows the persistence and volume of consumer complaints received by the association.
Financial Impact Detailed
Subscribers have reported daily charges of up to 3,000 FBu, with some experiencing deductions as high as 10,000 FBu per day for these services. Pierre Nduwayo stated that over 40,000 FBu were deducted from his account for value-added services between November 2025 and approximately three months thereafter. Nduwayo emphasized, "No paid service should be activated without the explicit consent of the subscriber." He added, "We demand that operators implement a system guaranteeing truly voluntary subscription. No paid service should be activated without the explicit consent of the subscriber." Nduwayo cited a May 29, 2026, correspondence from ARCT to Lumitel, which included injunctions requiring voluntary subscription and informing consumers before any activation. He urged the public to remain vigilant, advising subscribers to "regularly check their consumption and report any deductions they deem abnormal." Nduwayo concluded that operators "must strengthen transparency and fully respect consumer rights," aligning with ARCT's recent directives for better subscriber information and explicit consent-based subscriptions.
Regulatory Action and Demands
The Telecommunications Regulation and Control Agency (ARCT) recently instructed Lumitel to cease unauthorized money deductions from subscriber accounts. In a related action, ARCT issued injunctions to Lumitel on May 29, 2026. These directives mandated that services should only be activated with voluntary subscription and required prior notification to consumers before any such activation. The regulatory body’s orders aim to enforce greater transparency and ensure that telecommunication operators respect consumer rights regarding service subscriptions and billing practices in Burundi. This intervention by ARCT follows mounting complaints from subscribers and advocacy by organizations like Abuco regarding unconsented service activations and credit deductions.
Call for Vigilance
Pierre Nduwayo, president of the Burundian Consumers Association (Abuco), stated that the reported unauthorized activations are ongoing, emphasizing, "No paid service should be activated without the explicit consent of the subscriber." Consumers also report deductions from their internet packages, prompting demands for greater clarity on billing mechanisms from operators.
