MobileMoney LTD (MTN MoMo) has reacted to a viral video on social media in which a female customer alleged that the company compromised her wallet leading to the withdrawal of over GHS11,000 from her wallet without her consent.
In the said viral video the lady claimed she did while relaxing at home she received a transaction notice on her phone indicating the said about had been withdrawn from her wallet.
According to her, no one called her for any PIN, OTP or a transaction ID and she did absolutely nothing to compromise her wallet, so she blames MTN MoMo squarely for what happened to her.
The lady also complained that when she called the customer service line she was told to wait for 15 working days (which is the normal practice) for her case to be resolved, and she found that unhelpful, adding that even the customer service person who spoke with her was rude.
MTN MoMo said, following the video going viral, they did a detailed investigation, which indicated that there was no breach on their systems.
“Our findings suggest that this was a case of social engineering, where a person unknowingly shares sensitive information (i.e., One-Time Password (OTP), One-Time verification link and PIN) with fraudsters,” the statement said.
It added that OTPs and PINs are security features meant to protect customer accounts and sharing them can unfortunately give fraudsters access to an electronic wallet.
The company said the security of their customers’ accounts is of utmost importance to them, and they continue to implement robust security measures and regularly educate customers on the importance of keeping their PINs and OTPs private.
“We urge all customers to be vigilant and never share their security credentials with anyone, even if the person claims to be an employee of MTN,” the statement said. “We remain committed to ensuring a safe and secure Mobile Money experience for all.”
