Mobile money agent associations across the country have pushed back against claims of wrongdoing following recent account restrictions imposed by MobileMoney Fintech Ltd, insisting that no fraud has been established and that affected agents merely used the company’s official platform in good faith.
In a joint media release dated April 17, the Mobile Money Advocacy Group Ghana, Mobile Money Agents Association of Ghana, Agent Bankers Association of Ghana, and Northern Mobile Money Agents Association of Ghana argued that the agents in question operated strictly within the framework of the official MTN MoMo application.
According to the associations, “the agents were not employing unauthorized third-party software or engaging in independent fraudulent schemes,” but were instead relying on tools provided directly by the platform operator.
At the center of the dispute is what the groups describe as a “system-level technical defect” in the MoMo Agent app, which allegedly allowed cash-out transactions to proceed without explicit customer authorization. The associations maintain that agents, observing that the system permitted such transactions, “reasonably proceeded with their work operating in good faith.”
They further stressed that, to date, “no fraud cases have been filed or proven against any agent,” adding that there have been no customer complaints or legal findings to support allegations of misconduct.
Despite this, the associations claim nearly 10,000 agents have been affected by sanctions including warnings, suspensions, and terminations. They described the actions as unjustified and harmful, warning of severe economic consequences for agents whose livelihoods depend on mobile money operations.
“These restrictions are destroying agents’ businesses and source of income,” the statement noted, highlighting the ripple effects on families and local communities.
The groups also accused MobileMoney Fintech Ltd of bypassing due process, stating that affected agents were not granted a fair hearing or subjected to proper investigations before punitive measures were applied. They further alleged inconsistencies between the company’s public statements and private engagements with association leaders, claiming that while agents were publicly accused of “breaches,” privately there was “no established fraud.”
Raising concerns about accountability, the associations argued that responsibility for the situation should lie with the platform provider. “When technical failures occur within systems under MMFL’s exclusive control, accountability must rest with the platform provider—not the end-users who relied on that platform in good faith,” the statement said.
They warned that blaming agents for system defects could set a dangerous precedent in Ghana’s growing digital finance ecosystem, potentially eroding trust among stakeholders.
The associations are calling on MobileMoney Fintech Ltd to acknowledge the alleged technical flaw, reinstate affected agents, and refrain from labeling them as security risks without evidence. They also urged the company to strengthen its internal systems to prevent future vulnerabilities.
Meanwhile, the groups advised customers to remain vigilant by cancelling any transaction prompts they did not initiate and encouraged stricter adherence to in-person verification for cash-out transactions.
