MobileMoney Limited (MoMo), the operator of MTN Ghana's mobile money service, has refuted allegations of a system breach following a viral social media complaint from a customer who claimed GH¢11,000 was withdrawn from her mobile wallet without her consent.

The incident, which sparked widespread concern online, was detailed by the affected customer in a TikTok video posted on Saturday, April 12, 2025.

In the video [attached below], the woman accused MTN Ghana of failing to safeguard user funds and expressed frustration over what she described as poor customer service after reporting the case.

"MTN Ghana, I was just lying here when I realized someone had withdrawn GH¢11,000 from my mobile money account.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 questioned.

She further lamented 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 response to the viral video, MobileMoney LTD issued an official statement on Tuesday, April 15, 2025, clarifying that its internal investigations had found no evidence of a technical breach. 

Rather, the company pointed to social engineering—a common fraud tactic—as the likely cause.

“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 stated.

The mobile financial service provider reiterated that customers’ digital security remains a top priority. “Never share your PIN or OTP with anyone—not even someone claiming to be from MTN,” the company advised.

MoMo also reassured the public of its ongoing efforts to strengthen security and combat fraud. “We remain committed to keeping your transactions safe, convenient, and secure,” the statement concluded.

The controversy has reignited conversations about the growing threat of digital fraud in Ghana’s rapidly expanding mobile money sector.

With millions relying on mobile wallets for daily transactions, cybersecurity experts continue to stress the need for user vigilance, particularly against scams that rely on deception and impersonation.

MTN Ghana has recently pledged to intensify its fight against fraud, with the company’s CEO assuring customers of improved measures to tackle mobile money-related scams.

Meanwhile, users are encouraged to promptly report any suspicious activity and to independently verify unsolicited messages or calls claiming to be from MoMo.