Ghana’s mobile money landscape has experienced significant growth, with MTN’s Mobile Money service leading the charge.
However, this convenience has been marred by a growing concern: fraud.
Numerous customers have reported unauthorized withdrawals from their accounts, resulting in financial strain and frustration.
Despite mounting complaints, MTN has failed to implement adequate measures to prevent and investigate these scams.
The Problem
Customers have been experiencing unauthorized withdrawals from their MTN Mobile Money accounts, often without warning or explanation. Victims frequently report not receiving OTPs (One-Time Passwords) or notifications, making transaction tracking challenging.
When reported to MTN, responses are often dismissive, and the company appears unwilling to take responsibility for security breaches.
The Need for Proper Encryption and Cybersecurity Measures
To prevent such fraud, MTN must implement robust encryption and cybersecurity measures, including:
1. *Enhanced encryption*: Protecting customer data with advanced encryption protocols, such as end-to-end encryption, to prevent unauthorized access.
2. *Real-time transaction monitoring*: Implementing systems to detect and flag suspicious transactions, enabling swift action to prevent further losses.
3. *Two-factor authentication*: Requiring customers to provide additional verification steps for transactions, adding an extra layer of security.
4. *Regular security audits*: Conducting thorough audits to identify vulnerabilities and address them promptly, ensuring the security of customer data.
Collaboration with Security Agencies
MTN’s mobile network can be a valuable tool in criminal investigations. By providing security agencies with relevant information, such as:
1. *Call records*: Sharing call logs and details to track suspects’ movements and connections.
2. *Location data*: Providing location information to identify suspects’ whereabouts and movements.
3. *Transaction history*: Sharing transaction records to track illicit activities and identify patterns.
MTN can assist the CID in solving crimes and bringing perpetrators to justice. A notable example from Nigeria demonstrates the effectiveness of mobile network data in investigations. In a case involving a British national who was robbed by armed robbers, IT experts were deployed to investigate. Within two hours, they were able to:
– Scan the area and identify mobile users present during the robbery
– Analyze call histories and identify suspicious connections
– Identify the suspect’s driver as a key accomplice
This example highlights the potential for mobile network data to aid in investigations and bring criminals to justice.
Network Quality Issues
In addition to fraud concerns, MTN’s network quality has been a persistent issue in many areas. Customers have reported poor coverage, dropped calls, and slow data speeds.
Despite being the largest mobile network operator in Ghana, MTN seems to prioritize profits over customer experience.
Solutions
To address these issues, MTN should:
1. *Invest in network infrastructure*: Upgrade and expand network coverage to ensure reliable services, reducing dropped calls and improving data speeds.
2. *Implement robust security measures*: Prioritize customer security and implement advanced encryption and cybersecurity protocols to prevent unauthorized access.
3. *Collaborate with security agencies*: Provide relevant information to assist in criminal investigations, helping to bring perpetrators to justice.
4. *Improve customer support*: Respond promptly to customer complaints and provide effective solutions, demonstrating a commitment to customer satisfaction.
Conclusion
MTN’s Mobile Money service has revolutionized financial transactions in Ghana, but the rise of fraud and poor network quality are significant concerns.
To regain customer trust, MTN must prioritize security, invest in network infrastructure, and collaborate with security agencies. By taking these steps, MTN can provide a safer and more reliable service to its customers.
This article is addressed to:
– All network operators
– Ministry of Communications, Digital Technology, and Innovations
– Ghana Police Service
– CID unit
– Ministry of Interior.
(By Dr. Sheikh Abdul-Muhsin Baafi)