Ghana’s leading digital payments provider, MobileMoney Fintech LTD (MMFL), has taken its financial inclusion drive directly to the informal sector with a major customer forum in Accra.
Dubbed the “MMFL Cashless Conversation,” the engagement was held at the Accra Metropolitan Assembly (AMA) auditorium and drew over 500 participants, with market queens, traders, artisans, drivers and SME owners forming the majority.
Unlike the usual corporate briefings, the forum was designed as an open dialogue. Members of the management team of MMFL served as resource persons and sat face-to-face with customers and agents to listen, respond and take notes.
At the centre of discussions were everyday frustrations on the mobile money platform. Customers and agents raised issues ranging from delayed transactions and poor network, to agent float challenges and the difficulty of reversing transfers sent to wrong numbers.
Management acknowledged the concerns and said the company is investing heavily in technology upgrades, agent liquidity support and faster reversal systems to improve user experience.
Fraud prevention was another critical focus. With mobile money scams becoming increasingly sophisticated, officials walked participants through common tactics used by fraudsters and how to avoid them.
Users were cautioned to never share their PINs, OTPs or other personal details, and to be wary of unsolicited calls or messages that use fear, urgency or fake rewards to solicit private information.
Civil society representatives who spoke at the event praised MMFL for moving financial education from the boardroom to the market, stressing the need for continuous grassroots sensitization to protect vulnerable users.
For many of the traders present, the session was both practical and timely. Several described the fraud awareness education as the highlight of the day, and called on the company to replicate the forum in all 16 regions.
On his part, the Head of Legal and Reputation Management at MobileMoney Fintech LTD, Paapa Osei, assured that the company has taken note of the frustrations raised by customers and agents at its cashless engagement in Accra.
“We’ve listened to your concerns and know where the conversations should go,” Mr. Osei told participants at the MMFL Cashless Conversation.
He explained that the forum was initiated to bridge the gap between management and the everyday users who power the mobile money ecosystem, particularly traders, market women and SME owners.
Mr. Osei assured that feedback on transaction delays, fraud, agent liquidity and reversals would inform immediate improvements, as the company works to build a safer and more responsive cashless system for all Ghanaians.
MMFL says the Cashless Conversation will be institutionalized as a regular customer engagement platform to build trust, promote responsible use of digital finance and advance Ghana’s cashless agenda.
Formerly known as MTN Mobile Money when it launched in July 2009, MobileMoney Fintech LTD is a subsidiary of MTN Ghana. The platform pioneered mobile financial services in Ghana, opening up secure and affordable digital finance to millions of unbanked Ghanaians.
Today it runs one of the country’s largest fintech ecosystems, serving over 17 million active subscribers and over 300,000 agents nationwide, with services covering payments, savings, credit, merchant solutions and international remittances.
