Shiabu Haruna
THE CHIEF Executive Officer of Mobile Money Limited (MTN MoMo), Shiabu Haruna, has highlighted a significant factor contributing to the rise in fraud.
According to him, some customers ask third parties to conduct mobile money transactions on their behalf, which exposes their PIN codes.
He explained that this practice allows unauthorised individuals to make transactions, potentially depleting account balances without the owner’s knowledge, leading to financial losses due to fraudulent activities.
“We are actively addressing MoMo fraud issues and will continue to invest in solutions. Fraud is tackled from multiple angles. There’s a preventative side that employs technology and AI to avoid incidents preemptively,” he stated.
Mr. Haruna emphasised the importance of customer vigilance, “Customers must be alert and report any incidents of fraud. Most importantly, avoid exposing your PIN and asking others to complete transactions for you. These are key areas of vulnerability.”
“Customers are the first and last line of defense against fraud,” he reiterated, urging them to secure their PINs and report any suspicious communications from third parties.
Mr. Shiabu Haruna made these remarks at MTN Ghana’s Stakeholder Forum on Trust and Technology in Service Delivery in Accra.
He underscored the vital role of trust in customer relationships, stating, “We are committed to enhancing the trust equity of our customers by ensuring the integrity, reliability, and responsiveness of our services.”
He also stressed the need for effective mechanisms to address customer grievances promptly.
The discussions at the forum highlighted a collective commitment among industry players to collaborate on developing better solutions for customer service challenges.
“We are dedicated to investing in this journey,” he added.
Additionally, Mr. Haruna mentioned plans to enhance customer education to encourage greater utilization of available services, saying, “the introduction of the My MoMo app aims to deepen digital inclusion by allowing customers to self-serve and easily access various services”.
By Prince Fiifi Yorke