MobileMoney Fintech Limited (MTN MoMo) is stepping up efforts to combat mobile money fraud through expanded public education and customer engagement, as it seeks to strengthen trust in digital financial services and protect users’ transactions.
Paapa Osei, Chief Legal, Regulatory Affairs and Reputation Management Officer at MobileMoney Fintech Limited, said the company would intensify fraud awareness campaigns in markets, schools and churches to help customers identify scams and adopt safer transaction practices.
He said this during a customer engagement forum dubbed “MMFL Cashless Conversations”, organised to gather feedback on customers’ experiences, challenges and expectations regarding the use of the mobile money platform.
Mr Osei said social engineering accounted for about 90% of fraud-related activities, making customer education and timely reporting critical to preventing financial losses.
“Customers need to protect themselves,” he said, urging users not to disclose their personal identification numbers (PINs), transaction codes or other confidential security details.
However, he acknowledged that responsibility for tackling fraud did not rest solely with customers, saying the company also had to strengthen awareness and improve its response to emerging threats.
“The onus is not necessarily just on the customer. It is for us also to create further awareness and do more as an organisation,” he said.
The planned outreach forms part of efforts to help customers recognise warning signs, avoid unsafe transactions and understand the steps to take when they suspect fraudulent activity.
Mr Osei also stressed the importance of reporting suspected fraud promptly, saying early reporting was an important step in addressing incidents.
Beyond fraud prevention, the forum provided customers with information on the platform’s broader financial services, including savings, loans and other digital financial products.
The company also encouraged customers to download and use the MoMo application to access available services and manage their transactions.
Mr Osei said the mobile money ecosystem had expanded through collaboration with financial institutions and other industry players, including 23 banking partners and other payment service providers.
He said such partnerships were essential to improving customer experiences and expanding the benefits of digital financial services.
The forum, held during Customer Service Week, was the first of its kind for MobileMoney Fintech Limited and was designed to give customers a direct channel to raise concerns and propose improvements.
Mr Osei said the company intended to make the initiative a continuing engagement platform, using customer feedback to guide service improvements and report back on actions taken.
“We want to be as close to the customer as possible. We are not just about turning out services and then making money. It is about understanding the needs of the customer,” he said.
He added that the engagement reflected a collaborative approach to service delivery involving MobileMoney Fintech Limited and its sister company, MTN Ghana, with both working towards improving customer experiences.
The initiative comes as digital financial services become increasingly important to everyday transactions, business payments and financial inclusion in Ghana, making customer confidence and transaction security central to the sustainability of the mobile money ecosystem.
