Accra, Ghana//-MobileMoney Fintech LTD (MMFL) has organised its flagship MoMo Cashless Conversations in Accra as part of sustained efforts to strengthen customer engagement, improve service delivery, and build confidence in digital financial services.
The Chief Executive Officer of MMFL, Shaibu Haruna, expressed appreciation to customers for their loyalty and continued use of the platform, describing their feedback as an important driver of the company’s growth and innovation.
He said MMFL remained committed to helping customers “do more with MoMo” by providing solutions that improve financial well-being, support business development, and create opportunities for long-term economic security.
Mr Haruna explained that understanding customers’ financial needs would enable the company to introduce practical services that encourage savings, responsible borrowing, investment, and financial planning. “The future of digital finance must be inclusive, secure, and built on trust,” he stated.
Mr Haruna who spoke virtually reaffirmed MMFL’s commitment to working closely with regulators, financial institutions, and other stakeholders to expand access to digital financial services across Ghana.
Touching on digital security, Mr. Haruna cautioned customers against disclosing their personal identification numbers (PINs) and one-time passwords to third parties. He also advised users to reject transaction approval requests they had not initiated, stressing the importance of vigilance in protecting mobile money wallets against fraudulent activities.
Customer Feedback Is Key
Speaking at the event, MTN Ghana’s Chief Customer Experience Officer, Mrs Jemima Kotei Walsh, said customer feedback remained critical to the company’s efforts to deliver innovative financial solutions that respond to changing consumer needs.
“We are here not simply to speak to you, but to listen firsthand to your experiences, your concerns, and expectations, and to use what we learn to improve how we serve you,” she stated.
She noted that MoMo had contributed significantly to financial inclusion in Ghana by making digital payments and money transfers accessible to millions of people, particularly traders, families, students, and businesses.
However, she explained that the company’s ambition had evolved beyond providing access to basic financial transactions toward helping customers achieve greater financial security and economic empowerment.
“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.
Mrs Kotei Walsh emphasised that the successful adoption of these services would depend largely on customer trust, stressing the need for simple, secure, and reliable platforms supported by efficient customer assistance.
She urged participants to identify recurring service challenges, areas requiring additional guidance, and opportunities for improvement to help shape the company’s customer experience strategy.
According to her, delivering a seamless digital financial experience required stronger collaboration among agents, merchants, banks, FinTech companies, lenders, aggregators, and technology providers.
“Customers experience one journey, just one. So we and our partners must work together as one team to make that journey seamless from end to end,” she explained.
She assured that concerns raised during the engagement would help inform improvements in customer communication, complaint resolution, and the development of more responsive financial products.
“Customer Service Month should be demonstrated not only through messages, but through the practical improvements that customers can see and feel,” she added.
Intensifying Fraud Education
The Chief Legal, Regulatory Affairs and Reputation Management Officer of MMFL, Paapa Osei, pledged the company’s commitment to translating customer feedback into practical improvements, with particular emphasis on fraud prevention, customer education, and responsive service delivery.
He said the Cashless Conversations initiative was designed to bring the company closer to its customers, understand their challenges, and develop solutions that address their changing financial needs.
“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 stated.
Mr Osei explained that the engagement focused on strengthening customer protection, increasing awareness of mobile money fraud, and helping users take advantage of the platform’s expanding financial products, particularly savings and credit facilities.
He disclosed that participants were provided with a QR code to submit feedback on the forum and identify areas requiring further attention.
According to him, the initiative, the first of its kind organised by MMFL, would guide future customer engagements and provide an opportunity for the company to demonstrate progress in addressing concerns raised.
He further disclosed that MMFL worked with 23 banking partners and other payment service providers to broaden access to financial services and improve the overall customer experience.
Touching on fraud, Mr Osei revealed that social engineering accounted for approximately 90 per cent 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 frequently used deception and manipulation to gain unauthorised access to accounts.
To address the challenge, he said MMFL was intensifying public education through outreach programs in schools, markets, churches, and other public gatherings to promote safe digital financial practices.
MMFL’s Digital Financial Portfolio Growing
The Senior Manager for BankTech at MMFL, Yaw Saifah, announced that the company’s mobile money platform had expanded beyond conventional payments and transfers to offer more than 45 financial products and services covering credit, savings, investments, pensions, insurance, and international remittances.
He explained that the expansion was driven by changing customer needs and the company’s determination to make financial services more accessible to individuals, agents, merchants, and businesses.
The platform, according to him, had evolved into a broader financial services ecosystem, providing customers with opportunities to manage their finances, access credit, build savings, and plan for long-term financial security.
Mr Saifah highlighted the Ghana Quick Response Code (GHQR) payment system, which allows customers to make merchant payments by scanning a code instead of manually entering a merchant’s mobile money number.
He added that customers could also use MoMo to settle electricity and water bills, pay DStv and GOtv subscriptions, pay school fees, and settle selected government service charges, including passport-related payments.
He also used the occasion to throw more light on Qwikloan, Car Loan, Express Loan, Busy Loan, Fund Loan, Smart Loan, Extra Cash, Easy Cash, and MoMo Boost as some of the options available through the platform.
MoMo Boost allows eligible customers to complete transactions even when they have insufficient funds in their wallets, subject to approved credit limits and repayment terms.
For instance, a customer with GH¢45 who needs to transfer GH¢50 could access the facility to cover the GH¢5 shortfall, provided the customer meets the eligibility requirements.
Mr Saifah said MMFL had also introduced financing solutions to support agents and merchants in managing liquidity challenges and expanding their businesses.
These include Agent Flex, offered in partnership with First Atlantic Bank, which enables agents to supplement their transaction float.
Other facilities include the Mi Sika Merchant Loan and the First Credit Merchant Loan, delivered through partnerships with Irish Savings and Loans and FirstBank Ghana, respectively.
Opportunities
Mr Saifah said MMFL had introduced several products to encourage customers to develop a savings culture and build financial resilience, saying that Yellow Save and Sika Save are savings options designed to help customers set aside funds for personal, household, and other financial commitments.
Investment products available through the platform include Group For Me, the IC Liquidity Fund managed by IC Asset Management, Treasury Bills, and investment solutions associated with Tessa Capital, including the Tessa Treasury Trust and the Future Fund.
He encouraged customers to carefully assess the terms, risks, liquidity conditions, and potential returns of investment products before committing their funds.
Mr Saifah further disclosed that the platform offered pension services through Universal Pensions Trust and People’s Pension Trust to support retirement planning.
He said the arrangements were particularly relevant to self-employed individuals and workers in the informal sector who might not receive regular monthly salaries but needed opportunities to build retirement savings.
He advised customers to distinguish between short-term savings and long-term retirement investments when selecting financial products.
On insurance, Mr Saifah said MMFL’s portfolio covered life, health, short-term, and business protection products offered through partner institutions.
He explained that the insurance solutions were intended to provide financial protection against specified risks, subject to the terms and conditions of individual policies.
Customers were therefore encouraged to understand the scope of coverage, premium requirements, and exclusions before subscribing.
Mr Saifah also highlighted the platform’s international remittance services, which enable customers to receive funds from abroad through supported providers.
He disclosed that MoMo’s outbound transfer service currently allows customers to send money from Ghana to Nigeria while the company explores opportunities to extend the service to additional countries.
He said customers could access available financial products through the MoMo App or by dialling *170#, depending on the service.
Mr Saifah urged users to seek adequate information from relevant financial service providers before making financial commitments.
He further stressed the importance of protecting mobile money accounts against fraud, advising customers to keep their PINs and other security credentials confidential and remain vigilant against suspicious requests for personal information.
MoMo PIN Recovery Guidance introduced
The Senior Manager for Call Centre and Digital Channels at MTN Ghana, Ms Angela Solomon, demonstrated how customers who had forgotten their MoMo PINs could reset them through the MoMo application.
She explained that customers could select the “Forgot PIN” option, after which the application would initiate an identity verification process using information linked to their Ghana Card.
The process requires customers to complete facial verification through the application, with their identities checked against the National Identification database.
Upon successful verification, customers receive a prompt to enter and confirm a new PIN, enabling them to regain access to their accounts.
Ms Solomon explained that the process was intended to simplify account recovery while maintaining the necessary security measures to protect customers against unauthorised access.
Cross-Border MoMo Payments
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 mobile money payment services to facilitate trade within the sub-region.
She explained that many Ghanaian traders travelled to neighbouring countries to purchase goods and conduct business, often carrying substantial amounts of physical cash.
According to her, introducing cross-border MoMo payments would make transactions more convenient and reduce the security risks associated with transporting cash across national borders.
She stressed that such an initiative would particularly benefit market women and small-scale traders engaged in regional commerce.
MMFL reiterated its commitment to working with customers, regulators, financial institutions, and other industry partners to address service challenges, strengthen fraud prevention, and develop financial solutions that respond to the needs of individuals and businesses.
The company also maintained that feedback from the Cashless Conversations forum would help shape future improvements as it continues to expand its digital financial services and deepen financial inclusion across Ghana.
The Conversations, organised as part of Customer Service Month, provided an opportunity for customers to interact directly with the leadership of MTN Ghana and MMFL, share their experiences and explore ways to enhance the accessibility, security and reliability of mobile financial services.
The event also featured a MoMo Experience Garden, where participating partners showcased their products and provided practical assistance to customers seeking information and support.
The forum, which also formed part of MTN Ghana’s 30th anniversary celebrations under the theme, “Connecting People, Enabling Progress,” attracted representatives of trade associations, professional bodies, digital entrepreneurs, students and industry partners.
