A viral TikTok video alleging that GH₵11,000 vanished from a customer’s MTN Mobile Money (MoMo) wallet without authorization has stirred public concern, but MobileMoney Limited, the operator of the service, insists its systems remain uncompromised.
The video, posted by the affected customer on Saturday, April 12, 2025, detailed her experience, accusing MTN Ghana of failing to protect her funds and expressing dissatisfaction with the response she received from customer service after lodging a complaint.
MoMo denies system breach
In response to the online uproar, MobileMoney Limited issued a formal statement, assuring customers that a thorough internal investigation found no evidence of any technical breach in its systems.
Instead, the company attributed the loss to social engineering, a deceptive tactic commonly used by fraudsters to trick individuals into revealing confidential information.
MTN said its findings suggest that the victim engaged with some third parties, which led to her unknowingly compromising her phone’s security.
“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 company clarified.
The danger of social engineering
MTN emphasized that security lapses often stem from user behavior rather than systemic vulnerabilities.
MoMo’s advice remains consistent: “Never share your PIN or OTP with anyone—not even someone claiming to be from MTN.”
MTN Ghana and MobileMoney Limited have reiterated their commitment to customer protection, noting that they are continually investing in technology and education to combat fraud.
The incident has reignited conversations around digital literacy and fraud awareness, especially in Ghana’s booming mobile money landscape, where millions rely on their phones for daily transactions.
As digital finance continues to evolve, experts urge users to remain vigilant.
Customers are encouraged to report suspicious activity immediately and to be wary of unsolicited communications claiming to be from MoMo or MTN.
