MTN MOMO customers encounter challenges

April 7, 2021 By 0 Comments

Some challenges were observed on the roll out of MTN Ghana’s no identity card no mobile money withdrawal policy as some customers could not cash out their money, whilst others also forgot their ID cards with the vendors.

The Chronicle visited some vending posts to observe how customers were coping with the new policy and made the above observations.

In an interaction with a vendor in the Tema Metroplis, in the Greater Accra Region, who identified himself only as Lawaa, he told this paper that most of the customers were unable to withdraw their money because they did not present ID cards.

According to Lawaa, who described the development as worrying, he had no option than to stick to the new directives the company had initiated.

He stressed that “a lot of these customers I know, and I know they own those accounts, but I could not breach the directive.”

At the Accra Mall, this paper also observed that some customers actually forgot to bring along their ID cards, whilst some of those who brought them also forgot to take them back from the vendors after their transaction.

This reporter spoke to a lady who had forgotten to collect her ID card from the vendor and she explained that it would take some time for everyone to be used to presenting an ID card for mobile money withdrawals.

Social media also recorded some frustrations from customers, with some threatening to switch to other competitors.

Regardless, the majority of the customers this paper interacted with maintained that it was a good initiative aimed at protecting their monies and accounts.

However, some social media users have suggested that MTN should continue reminding its customers about the new policy.


Prior to last Friday, April 2, 2021, MTN had announced that customers would need a valid national identification card to be able to withdraw money from any MTN mobile money agent.

MTN Ghana announcement was that all mobile money customers would have to present a valid ID card that matches the name on the mobile money account before they can make cash out transaction.

According to the firm, the move is expected to reduce mobile money fraud transactions significantly.

Chief Executive of Mobile Money Limited at MTN Ghana, Eli Hini, said agents across the country have been trained and provided with devices to be able to do picture verification of the customer before the cash out will be done.

MTN has therefore urged all customers to regularize the details on their mobile money wallets by ensuring that the person using the wallet is actually the same person in whose name the SIM and wallet is registered.

The ID cards to be accepted are Ghana Card, Passport, Voter ID, Drivers license, SSNIT card, NHIS Card.

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