Hon. Sam George, step in to fix MTN’s poor but high services -Concern citizen

A concerned citizen is calling on the Honorable Minister of Communications, Digital Technology and Innovations, Mr. Samuel Nartey George, to assist in resolving the issues related to MTN’s high charges paired with poor services. He also tasked the Minister with the responsibility to intervene and address the fraudulent activities occurring within the service provider.

URGENT APPEAL FOR INTERVENTION ON TELECOMMUNICATION SERVICE CHALLENGES AND FRAUDULENT ACTIVITIES

I write to draw your esteemed attention to recurring and distressing challenges that many citizens, including myself, have been experiencing with telecommunication service providers in Ghana, particularly MTN. These issues have reached a critical point, affecting not only service quality but also the trust and confidence of users in these providers.

First and foremost, fraud and duping attempts through MTN’s platform have become alarmingly frequent and widespread. This fraudulent activity is no longer an isolated problem but resembles a chorus echoed by many across the country. When fraudsters fail in their attempts, they often resort to verbal abuse toward their intended victims, exacerbating an already stressful situation.

Moreover, the response time from MTN’s customer care service when complaints are lodged about these fraudulent activities is unacceptably prolonged. Unlike other telecommunication companies, calls for assistance often go unanswered for extended periods, and valuable time is lost during which further harm or inconvenience may occur. This delay significantly undermines consumer protection and satisfaction.

Additionally, we frequently receive notifications of “system upgrades” which disrupt service delivery. It is particularly troubling that these maintenance periods coincide with critical moments when users urgently require uninterrupted access to telecommunications services. This invites the question of the effectiveness and scheduling of such upgrade exercises especially as fraudsters continue to adapt and exploit vulnerabilities during these windows.

The quality of service, particularly in busy commercial areas, is also cause for concern. In my own community of Tsledom in the Lower Manya Krobo Municipal, where a new school and health centre have been established, connectivity remains poor. This directly undermines the potential benefits of digital learning and healthcare services in an era where internet access is indispensable. Despite a majority of residents possessing mobile phones, network coverage is inadequate for calls or data services, leading to wasted airtime and data purchases with no tangible utility.

In light of these ongoing challenges, fraudulent schemes, inadequate customer service, disruptive system maintenance, and poor network coverage doubts are mounting regarding the proper management of these service providers. There is even concern about the possible involvement of internal personnel in perpetuating these fraudulent acts.

Therefore, I respectfully submit these serious concerns for your urgent review and intervention. It is essential that the Ministry ensure rigorous oversight and accountability mechanisms are in place, to safeguard the rights and resources of Ghanaian citizens in their use of telecommunication services.

Thank you for your attention to this matter. I remain hopeful of swift and effective measures to address these pressing issues.

SOURCE: Coverghana.com.gh