MTN suspends some 7 500 agents for failing to comply with new policy

Mr. Eli Hini – General Manger Mobile Money Ltd

MTN’s MobileMoney Limited has suspended the wallets of some 7 500 agents who failed to comply with the company’s new ID card policy on withdrawals.

General Manager of MTN’s MobileMoney Limited; Mr. Eli Hini revealed this during a virtual media encounter Tuesday afternoon.

This number of suspended agents constitute 3% of agents who did transactions since the implementation of the policy.

Mr. Hini explained that although the wallets remain suspended, the wallets are being opened for the agents to withdraw their capitals after which they will be engaged to enable them understand the new policy better. Once they understand and agree to comply, they will be re-engaged in a month.

The new ID card before withdrawals Policy began last Friday. MTN has been monitoring the implementation and are determined to see it through.

“We recognize the implications of such tough decisions but it is in the interest of the customer and will auger well in the long run”, Mr. Hini explained. He believes as engagements continue with the agents and customers, many of the agents will come to understand and support the policy.

“We understand there will be issues we need to manage and we will do so” Mr. Hini explained and added that mystery shopping will also be done from time to time to ensure compliance with the new policy.

He also asked the public to be patient and support the policy as it is in their interest. He revealed that training sessions are ongoing for agents on how to manage customer’s ID card information.

He added that from tonight, ID details will pop up on agents’ phones during withdrawals. ID card details, he explained will have to tally with the details that appear on the phone in order for a transaction to be completed.


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