Residents of Tsito in the Volta Region have expressed appreciation to MTN Ghana for making time to directly engage with them through a dedicated community forum aimed at deepening relationships and addressing customer concerns.
Participants described the initiative as timely and commendable, noting that MTN remains one of the most accessible and widely used networks in the area.
They acknowledged the company’s ongoing investments in network infrastructure and digital services that have supported personal, business, and financial transactions across the community.
“We are happy MTN came to sit with us, not just to talk, but to listen. It shows they care about what we go through as customers,” one resident shared during the open forum.
The event, held over the weekend, brought together MTN’s leadership team, led by Kennedy Kofi Ofosuhene, Corporate Services Advisor for Southern Ghana, and Alex Acheampong, Territory Sales Controller for Ho West. The session formed part of MTN’s wider customer engagement strategy to connect with communities at the grassroots level.
MTN Assures Community of Continued Support and Service Enhancements
Addressing participants, Mr. Ofosuhene thanked the residents for their loyalty and acknowledged the important role the community plays in MTN’s success in the region.
“You have been with us for many years — using our network, supporting our business, and trusting us with your most important connections. We are here because your voice matters,” he said.
He explained that the purpose of the forum was to provide a platform for open dialogue where customers could share their experiences, challenges, and expectations, while MTN also provided clarity on service-related concerns.
“This engagement is part of our culture of listening, learning, and acting. Every concern raised here will be taken seriously and followed up on. We have a team on the ground to assist you immediately, and others will be escalated to the appropriate departments,” Mr. Ofosuhene assured.
Mr. Alex Acheampong added that customer feedback remains one of the most important tools in shaping MTN’s operational decisions, especially at the regional and community levels.
“Your suggestions help us to improve our services and tailor them to your needs. We are committed to walking this journey with you,” he noted.
Key Issues Raised by the Community
While residents praised MTN for the outreach, they also raised a number of issues for consideration, including:
Network Quality and Internet Stability: Some users noted intermittent challenges with voice calls and internet speed and called for network optimization in specific parts of Tsito.
Mobile Money Functionality: There were reports of delays when sending money to other numbers, while self-deposits typically go through faster. Users also requested upgrades to the MoMo App for improved performance during high-volume transactions.
Customer Service Accessibility: Community members appealed for the establishment of a local MTN Customer Service Point to make it easier to resolve service issues without travelling to Ho.
Clarity on Services and Offers: Residents expressed the need for better communication on MTN services such as “Mashap ” and “Jara,” to better understand their benefits and usage.
Claiming MoMo Funds of Deceased Account Holders: A participant, Abla, respectfully sought guidance on how next of kin can access Mobile Money accounts of deceased relatives. MTN promised to follow up and make the process clearer and more accessible to the public.
Commitment to Action
MTN officials assured the community that the feedback provided would guide internal reviews and customer support improvements.
Dedicated customer service agents were available on-site during the event to assist attendees with immediate concerns, and others were directed to the appropriate support channels for resolution.
“Our goal is to serve you better — and that starts with listening. We appreciate your trust, and we will keep engaging you regularly,” Mr. Ofosuhene concluded.
The Tsito forum is one of many ongoing engagements MTN is undertaking across Ghana as part of its broader strategy to place customers at the centre of its operations.
Source: Ivy Setordjie (My JoyOnline)
