…Operator Urges Caution as Users Exploit System with False Claims
MTN Mobile Money Ghana is standing firm on its 15-day transaction reversal policy, citing the need to safeguard both senders and recipients from fraud in an increasingly complex mobile money environment.
Godwin Tamakloe, Chief Regulatory, Risk, and Compliance Officer at MTN MoMo, explained that while many users call for immediate reversals of wrongly sent funds, such a move could compromise the integrity of the entire mobile money ecosystem.
“We cannot just block or reverse money instantly because both the sender and the recipient are our customers,” Tamakloe told listeners on Hot FM’s Morning Drive. He added that every reported error triggers a thorough investigation, with recipient wallets temporarily frozen as evidence is gathered to verify claims.
Highlighting a recent abuse of the system, Tamakloe cited a case where a man claimed to have mistakenly sent money meant for tithes—only for the recipient pastor to confirm it was sent knowingly.
To prevent such manipulation, MTN’s 15-day verification protocol ensures that legitimate errors are resolved while shielding the platform from false reports and opportunistic fraud.
Tamakloe advised users to act swiftly in reporting genuine mistakes and cooperate fully during investigations. He reassured customers that once verified, rightful owners will have their funds returned transparently.
As Ghana’s mobile money space continues to grow, MTN’s position underscores the delicate balance between fraud prevention and customer service in digital finance.
