MTN Mobile Money disputes GH¢ 11,000 fraud allegation, blames customer carelessness

MobileMoney Limited (MoMo), the operator of MTN Ghana’s mobile money service, has denied allegations of a security breach after a viral social media complaint from a customer who claimed GH¢11,000 was withdrawn from her mobile wallet without her knowledge.

The incident, which raised serious concerns online, was explain by the affected customer in a TikTok video posted on Saturday, April 12, 2025. 

In the video, the woman accused MTN Ghana of failing to protect user fund and voiced disappointment over what she labeled as inadequate customer support after reporting the issue

She questioned that “MTN Ghana, I was just lying here when I realized someone had withdrawn GH¢11,000 from my mobile money account. Nobody contacted me, no one asked for any transaction ID or my mobile money PIN, so how is this possible?”.

She also expressed regret according to the response from the telco, stating, “I called MTN Ghana after seeing the transaction, and they told me to wait for 15 working days. Are we safe? What is the problem, MTN Ghana? I called and the lady who answered was even rude to me. Is this kind of money easy to come by these days?”

In reaction to the video, MobileMoney LTD released an official statement on Tuesday, April 15, 2025,  pointing out that its internal investigations discovered no proof of a technical breach. Instead, the company attributed to it social engineering a common scam technique.

The company stated that “Our findings suggest that this was a case of social engineering, where a person unknowingly shares sensitive information—such as a One-Time Password (OTP), verification link, or PIN—with fraudsters.”

The mobile financial service provider reaffirmed that customers protecting digital is paramount. The company recommended. “Keep your PIN private or OTP with anyone—not even someone claiming to be from MTN,”

MoMo also assured the public of its ongoing efforts to strengthen security and destroy fraud. The company finanlized its stated that “We remain committed to keeping your transactions safe, convenient, and secure.”

The controversy has sparked renewed debate about of digital fraud which is growing in the mobile money sector in Ghana.

With millions depending on mobile wallets for daily transactions, cybersecurity experts warns to remain vigilant especially against scams that use tactics like deception and impersonation.

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