In this era, telecommunications companies (telcos) are supposed to make life easier—connecting people, facilitating mobile money transactions, and providing seamless digital services. Yet in Ghana, the reality for millions of customers is a nightmare of overcrowded service centres, rude staff, endless delays, and a complete disregard for basic customer convenience.
Overcrowded Centres, Underwhelming Solutions
Walk into any telco customer service centre in Accra, Kumasi, or Takoradi, and you will find the same depressing scene: long, snaking queues under scorching sun or poorly ventilated rooms, frustrated customers fanning themselves with old receipts, and exhausted-looking staff who seem more interested in chatting among themselves than solving problems.
The most baffling part? Many of these issues could be resolved with a simple phone call, an app update, or an automated system. Instead, customers are forced to abandon work, skip important engagements, and waste hours—sometimes entire days—just to fix problems that telcos themselves created.
Rude Staff, Zero Empathy
If the physical discomfort were not bad enough, customers often endure outright rudeness from telco employees. Many staff members act as though helping customers is an unwelcome burden. Simple questions are met with eye rolls, dismissive shrugs, or the infamous “Go to the main branch” response—even when the issue could be resolved on the spot.
One customer, Ama from East Legon, recounted her ordeal: “I was debited for a mobile money transfer that did not go through. The agent told me to come to their office. When I got there, after waiting for two hours, they said I needed to fill a form and wait 15 working days. Meanwhile, my money is stuck, and they do not even apologize!”
The Unnecessary Physical Runaround
Why must customers physically visit telco offices for issues that technology should solve instantly? If a wrong mobile money transaction occurs, why cannot refunds be processed in real time? If a SIM card is faulty, why cannot replacements be delivered or activated remotely? Instead, customers are subjected to long waits under uncomfortable conditions with no seating, no proper shade, and no air conditioning.
Many have to make repeated visits because one department claims another must handle the issue. Others face deliberate bureaucratic delays, like being told to “come back tomorrow” for a problem that takes five minutes to fix.
The Cost of Wasted Time
For a country where time is money, telcos are robbing customers of both. Market traders lose sales. Employees miss work. Students waste study hours. All because telcos refuse to invest in efficient digital solutions.
A Call for Change
Ghana’s telcos must evolve beyond their outdated, hardware-focused mindset. Customers deserve 24/7 digital support through chatbots, instant refunds, and remote troubleshooting. They need trained, courteous staff who prioritise problem-solving over excuses. They are entitled to decent service environments—no more sweating in overcrowded halls.
Until then, telcos remain glorified billing machines—profiting from customers while offering them 18th-century service in a digital age.
What has been your worst telco experience in Ghana? Share your story in the comments.
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DISCLAIMER: The Views, Comments, Opinions, Contributions and Statements made by Readers and Contributors on this platform do not necessarily represent the views or policy of Multimedia Group Limited.
