MTN Ghana announced a 0.75 percent fee on wallet-to-bank transfers. This charge was set to begin on June 1, 2026. The Bank of Ghana quickly intervened and suspended the fee on May 26, 2026. This suspension allows for further discussions and consultations.
The core issue was not the fee itself, but how the information was shared. MTN sent a text message to millions of customers. This message used terms like "wallet-to-bank transfers." It also mentioned "0.75 percent per transaction, capped at GH₵5." For urban users, the meaning was clear. However, many Ghanaians, like market traders or farmers, might not speak or read English fluently. They rely on others to interpret messages. These customers form a large part of MTN's user base. Communicating in a way that assumes high literacy excludes them.
This situation highlights a larger challenge for financial inclusion in Ghana. The country aims to bring more people into the formal financial system. However, communication often fails to reach everyone. The MTN announcement offered only about six days. This was not enough time for customers to understand the change. Experts suggest that effective financial inclusion requires early engagement. This includes using local languages on radio. It also involves community outreach through mobile money agents. Clear explanations tailored to different user groups are vital. MTN's approach lacked these inclusive steps. The subsequent withdrawal of the fee also lacked clear communication.
Dr. Genevieve Sedalo from the University of Professional Studies noted the communication breakdown. "When communication assumes literacy that does not exist, it stops being communication and becomes exclusion dressed in corporate language," she stated. The Bank of Ghana's decision to suspend the fee was a critical moment. It presented an opportunity to correct the communication. However, customers who received the initial text did not get an update. Many learned about the suspension through news and radio. This repeated the pattern of exclusion.
This episode underscores that financial inclusion is more than just providing access to services. It involves ensuring customers can understand and consent to them. For providers like MTN, this means using local languages. Voice notifications and simplified explanations are also essential. Community engagement must be a priority, not an afterthought. The MTN incident, though temporary, shows that communication is a key pillar of financial inclusion. Ghana's ambition for greater financial inclusion will only be realised when communication strategies are as advanced as the technology itself. This work must start well before any new charges are introduced.