MTN Targets Fraud Prevention, Better Customer Service

Traders during the Q&A session. INSET: Paapa Osei

The Chief Legal, Regulatory Affairs and Reputation Management Officer of MTN MobileMoney Financial Services Limited (MMFL), Paapa Osei, has reaffirmed the company’s commitment to using customer feedback to improve service delivery, prevent fraud and strengthen customer education.

Speaking at the MoMo Cashless Conversations, organised as part of Customer Service Month, he said the initiative was designed to bring the company closer to customers, understand their challenges and develop solutions to meet their changing financial needs.

On fraud prevention, Mr. Osei said social engineering accounted for approximately 90 percent of fraud-related activities, making customer vigilance and public education critical to protecting mobile money users.

He cautioned customers against disclosing their personal identification numbers (PINs) and other confidential information, explaining that fraudsters often relied on deception and manipulation to gain unauthorised access to accounts.

To address the threat, he said MMFL was intensifying public education through outreach programmes in schools, markets, churches and other public gatherings to promote safe digital financial practices.

The Chief Customer Experience Officer of MTN Ghana, Jemima Kotei Walsh, said customer feedback remained essential to developing innovative financial solutions that responded to changing consumer needs.

“Our next ambition is to help customers move beyond access to greater financial benefits, using digital financial services with confidence to save, borrow, insure, invest, manage payments, and build more resilient livelihoods,” she said.

The Chief Executive Officer of MMFL, Shaibu Haruna, thanked customers for their loyalty and continued use of the platform, describing their feedback as a key driver of the company’s growth and innovation.

He said MMFL remained committed to helping customers “do more with MoMo” through solutions that improve financial well-being, support business development and create opportunities for long-term economic security.

Mr. Haruna said a better understanding of customers’ financial needs would enable the company to introduce practical services that encouraged savings, responsible borrowing, investment and financial planning.

“The future of digital finance must be inclusive, secure, and built on trust,” he stated.

He reaffirmed the company’s commitment to working with regulators, financial institutions and other stakeholders to expand access to digital financial services across Ghana.

By Prince Fiifi Yorke

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