MTN MoMo targets fraud prevention and customer engagement in Ghana

MobileMoney Fintech Limited (MTN MoMo) has launched a series of customer engagement initiatives, including the “MMFL Cashless Conversations” forum in Accra, to address user concerns and promote digital financial inclusion. The forum brought together over 500 participants, primarily from Ghana’s informal sector, including traders, artisans, and small business owners.

A primary focus of the engagement is combating mobile money fraud. Paapa Osei, Chief Legal, Regulatory Affairs and Reputation Management Officer at MobileMoney Fintech Limited, noted that social engineering accounts for approximately 90% of fraud-related activities. The company is intensifying awareness campaigns in schools, markets, and churches to help users identify scams and avoid disclosing sensitive information such as PINs and One-Time Passwords (OTPs).

During the interactive sessions, customers raised issues regarding network challenges, delayed transactions, agent liquidity, and the difficulty of reversing erroneous transactions. Management responded by committing to ongoing system upgrades and improved support for agents to enhance service reliability.