24 Dec, 2018

22 December 2016

Dear Customers,
Our attention has been drawn by recent incidents of fraudulent activities in social platform mobile app like viber, in which people abusing Ncell’s name and logo are sending fraud messages to our customers, claiming they have won Rs 2.5 million from Ncell and are asking them to call back to numbers starting with 0092 to receive the prizes. We would like to inform all our valued customers that Ncell has not implemented any such prize scheme. Hence, we request all our customers to remain alert to such fraudulent activities. We would also like to inform that the company shall not be responsible for any consequence resulted upon trusting such fraud message. Ncell always communicates with our customers through our authorized numbers. Customers can get information about our new schemes from Ncell’s official website and social media channels.
02 June 2016
Since few days, there has been spam SMS from satellite number range starting with +881 and +882 prompting receiver to call to the numbers. If called to the numbers, it could result in high charge to the caller. Please be mindful of such social engineering fraud and stay away from it.

Frequently Asked Questions (FAQ)
1. What is this spam SMS?
This is a fraud SMS being sent by numbers starting with +881 and +882. If a customer receiving such message calls back, the call could result in huge charge. Fraudsters send such message in bulk to mass subscribers prompting to call back.

2. How did the spam SMS sender get my number?
Such message senders manage to get customers’ numbers as well as name from various social network platforms such as True Caller, Facebook and LinkedIn, among others.

3. Why do they send such SMS?
They send such message in bulk to huge numbers of customers asking to call back to generate artificial traffic to their numbers. If customers call back in such numbers, money as a tariff incurred flow from customers to Ncell and from Ncell to destination country receiving the call from where fraudsters take their share.

4. How can I block such spam message?
Depending upon type of handsets, customers can block numbers sending spam SMS. Since fraudsters are finding new ways to get access to customers, it is important for customers to be aware of possible fraud and they should not call back or send message.   

5. How much balance do I lose if I call in such numbers?
It depends upon what type of numbers such fraudsters are using and from where they are using. In case of number starting with +881 and +882, calling back in these numbers could cost as high as NPR 400 and there is risk for prepaid customers to lose all main balance.
6. Does Ncell reimburse, if I happen to lose my balance?

Ncell is just an enabler of service and cannot totally control the contents of communications within its network. It is responsibility of the customers to be careful and apply discretion.

7. How to check if such message is fake or genuine?
There is high possibility of SMS being fraud message if it is sent by unknown numbers. If there is any confusion on such message, customers can call to 9005, Ncell contact centre.

8. Cannot Ncell itself block such SMS?
Based on the complaints, we have been blocking such numbers so as to avoid future fraud from occurring. We are barring such numbers on both reactive and proactive basis so that our customers cannot be approached by such numbers. Since customers awareness is must to stay away from these kind of fraud, we have been raising awareness through our social media channels and Ncell website, apart from raising awareness through training to our internal staffs and channel partners.
24 February 2016
Please do not share PIN number received from Ncell App to anyone for any purpose. Ncell never asks PIN related information from the customers. 
Please inform us at 9005 or emailus@ncell.com.np if you get call asking for PIN number.

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