MobileMoney LTD has formally addressed a viral TikTok video created by the handle ‘HealwithDiana | Nervous System’, which alleged a Mobile Money (MoMo) fraud incident. In a statement released in Accra on March 28, 2026, the company acknowledged the concerns raised and provided clarification following its thorough internal investigations into the matter.

The company's investigations revealed that the alleged fraudulent transactions stemmed from the affected customer, identified as the content creator's mother, engaging in a phone conversation with an individual later confirmed to be the fraudster. During this interaction, the customer inadvertently disclosed highly sensitive security details, including her MoMo App Registration OTP, MoMo PIN, and Login OTP. These critical credentials were then leveraged by the fraudster to register the customer’s MoMo wallet on another device, subsequently enabling the execution of unauthorized transactions.

In response to these findings and to reinforce customer security, MobileMoney LTD firmly reiterated its long-standing security protocols. The company stated unequivocally that it will never, under any circumstances, request a customer’s OTP, MoMo PIN, or any other personal security code. Furthermore, every security notification dispatched to customers includes an explicit warning advising against sharing these sensitive codes with any third party, underscoring the importance of personal vigilance.

Following the incident, MobileMoney LTD took immediate action by blocking and blacklisting the phone number used by the fraudster on the MoMo platform. Additionally, the affected customer’s voice services were temporarily suspended as part of the security measures. The company also confirmed its ongoing collaboration with relevant partners and law enforcement authorities to continue the review and investigation into the fraudulent activity.

MobileMoney LTD stressed that customer safety and protection remain its highest priority. It strongly urged all customers to maintain vigilance and refrain from sharing any personal security credentials with external parties. For any fraud-related concerns, customers are advised to report them immediately through the dedicated MTN 419 Helpline, ensuring a prompt response and investigation.

The company also reaffirmed its commitment to transparency, customer protection, and fostering factual public discourse. While respecting individuals' rights to share their experiences, MobileMoney LTD emphasized that public commentary on financial services should be based on verified facts to prevent the spread of misinformation. The company indicated that it reserves the right to take legal action or other appropriate measures to safeguard its reputation and the integrity of its services. MobileMoney LTD concluded by reiterating its dedication to providing a secure, dependable, and convenient digital financial platform, supported by robust security systems and continuous customer education initiatives.