MobileMoney FinTech LTD (MMFL), operator of MTN MoMo, has pledged to translate customer feedback into practical improvements in its digital financial services, with a renewed focus on fraud prevention, customer education and making its products more responsive to users’ needs.

The company said it would use concerns raised at its customer engagement forum to identify weaknesses in service delivery, develop appropriate solutions and strengthen its relationship with customers.

Mr Paapa Osei, Chief Legal, Regulatory Affairs and Reputation Management Officer at MMFL, said this during the company’s flagship customer engagement initiative, dubbed MMFL Cashless Conversations, organised as part of activities marking Customer Service Month.

The forum brought together customers, representatives of trade associations and professional bodies, digital entrepreneurs, students and industry partners to engage directly with the leadership of MTN Ghana and MMFL on their experiences, challenges and expectations regarding the mobile money platform.

Mr Osei said the engagement was designed to help the company understand the issues affecting customers and use the feedback to improve services.

“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 explained that discussions focused on fraud awareness, ways to strengthen customer protection and how users could benefit more from the platform’s growing range of financial products, including savings and loans.

He said MMFL would act on the issues raised and tailor solutions to customers’ concerns, adding that a QR code was shared with participants to enable them to submit feedback on the forum and identify areas requiring further attention.

Mr Osei said the initiative was the first of its kind organised by the company and would help guide future engagements, with MMFL expected to demonstrate progress on concerns raised by customers.

He also encouraged customers to explore the services available on the MoMo platform and application, noting that the company worked with 23 banking partners and other payment service providers to improve service delivery and broaden access to digital financial services.

On fraud, Mr Osei said social engineering accounted for about 90 per cent of fraud-related activities, underscoring the need for customers to remain vigilant and protect their personal information.

He urged users never to disclose their MoMo personal identification numbers (PINs), warning that fraudsters often rely on deception and manipulation to persuade victims to reveal sensitive details.

He said MMFL was intensifying public education by reaching out to people in schools, markets, churches and other public gatherings to promote safer use of the platform and increase awareness of emerging fraud risks.

The company said sustained customer education and direct engagement were important to building confidence in digital financial services and helping users make informed decisions when transacting.

Meanwhile, Angela Solomon, Senior Manager for Call Centre and Digital Channel at MTN Ghana Limited, demonstrated how customers who had forgotten their MoMo PINs could create new ones through the MoMo application.

She said customers should select the “Forgot PIN” option on the application, after which the system would use the information provided to verify their identity against their Ghana Card details.

The customer would then scan their face through the application for identity verification. Once the National Identification database confirmed the identity, the customer would receive a prompt to enter and confirm a new PIN, which could then be used for transactions.

The process is intended to provide customers with a means of recovering access to their accounts while maintaining identity checks.

At the forum, the Chief Market Queen Mother and President of the Greater Accra Markets Association, Naa Afrowa Dade Padua I, also known as Abola Wamprakwa Manye, appealed to MMFL to introduce cross-border MoMo payments.

She said such a service would benefit traders who travelled to neighbouring countries for business and help protect them from the risks associated with carrying cash across borders.

The appeal highlighted customers’ expectations for digital financial services to support their commercial activities beyond Ghana’s borders.

The MMFL Cashless Conversations initiative forms part of MTN Ghana’s activities marking its 30th anniversary under the theme, “Connecting People, Enabling Progress”.

MTN Ghana said its Customer Service Month was more than a calendar event, describing it as a celebration of shared progress and a renewed commitment to putting customers first.

The company said the trust, feedback and loyalty of customers had supported its 30 years of operations, while the anniversary offered an opportunity to reflect on its journey and strengthen its commitment to listening, improving and delivering more meaningful customer experiences.

MMFL said continued collaboration with MTN Ghana, customers and industry partners would remain central to improving the platform and ensuring that its services responded to the needs of the people who used them.