The victim at the centre of a viral Mobile Money fraud allegation revealed her secret security codes to a fraudster over the phone, enabling the unauthorised transactions that followed, according to findings by MobileMoney LTD, which insists it cannot be blamed for the incident.

The clarification comes after a video circulated on TikTok by the handle “HealwithDiana | Nervous System,” in which the content creator alleged that her mother had fallen victim to Mobile Money (MoMo) fraud and suggested service lapses on the part of the company.

In a statement addressing the matter, MML said it had taken note of the viral video and conducted internal investigations into the circumstances surrounding the reported fraud.

According to the company, its investigations established that prior to the fraudulent withdrawals, the affected customer — identified as the mother of the content creator — received a phone call from an individual who was later confirmed to be the fraudster.

During the interaction, the customer disclosed highly sensitive security credentials, including her MoMo App Registration One-Time Password (OTP), her MoMo Personal Identification Number (PIN), and a Login OTP.

These details, the company explained, are strictly confidential and form the core security architecture of the MoMo platform.

MML stated that with these credentials in hand, the fraudster was able to register the customer’s wallet on a different device and subsequently carry out unauthorised transactions.

The company emphasised that at no point did its systems fail or become compromised, maintaining that the breach occurred solely because confidential information was voluntarily shared with a third party.

Reiterating its longstanding security advisories, MML stressed that it never requests customers’ OTPs, MoMo PINs, or any personal security codes under any circumstances.

It added that every security notification sent to customers clearly warns them not to share such information with anyone.

“MML will never request a customer’s OTP, MoMo PIN, or any personal security code under any circumstance,” the company reiterated, underscoring that the responsibility for safeguarding these credentials ultimately lies with customers.

Following the incident, the company disclosed that the phone number used to contact the customer has been blocked and blacklisted on the MoMo platform.

Additionally, the number has been suspended from voice services to prevent further fraudulent activity.

MML said it is continuing to collaborate with relevant partners and law enforcement authorities as part of ongoing reviews into the matter.

It did not disclose further details, citing investigative processes.

The company used the occasion to renew calls for heightened vigilance among customers, urging them never to disclose personal security credentials to third parties, regardless of how convincing or urgent such requests may appear.

It further advised that all fraud-related concerns should be reported immediately through the MTN 419 Helpline, a dedicated channel established to address suspected fraud cases and provide rapid support to customers.

While acknowledging the right of individuals to share their personal experiences publicly, MML cautioned against commentary that may not be grounded in verified facts, warning that misinformation could undermine public confidence in digital financial services.

“MML, we remain committed to transparency, customer protection, and factual public discourse,” the company said.

“While we respect the right of individuals to share their experiences, public commentary on financial services should be guided by verified facts to avoid unintended misinformation.”

The company further indicated that it reserves the right to take legal action or pursue other measures it deems appropriate to safeguard its reputation and the integrity of its services.

MML maintained that it continues to operate a secure, dependable, and convenient digital financial platform, supported by robust security systems and continuous customer education initiatives aimed at reducing fraud risks.

The incident once again highlights the growing sophistication of social engineering tactics employed by fraudsters, who often rely not on technological breaches but on manipulating unsuspecting customers into divulging confidential information.

As mobile money usage continues to expand across Ghana, industry players have repeatedly warned that the weakest link in digital security often lies not in the technology itself but in human vulnerability to deception.

For MML, the latest episode serves as both a cautionary tale for customers and a firm rebuttal of claims suggesting institutional negligence.

The company insists that its systems functioned as designed and that the fraudulent activity was made possible only after the customer shared her secret codes — a critical breach of basic mobile money safety protocols.