A recent GH¢11,000 mobile money fraud incident made the headlines. The customer’s wallet was emptied, and the provider’s response was predictable: “It was likely social engineering.” With that, the case appeared closed. But is that enough?
Let’s assume the fraudster used deception and tricked the customer into revealing a PIN, exploiting an OTP, or impersonating a representative. These are indeed common social engineering tactics. But the real concern lies in what happens after a customer report such an incident. This is where the integrity of our financial ecosystem is tested, not just in fraud prevention, but more importantly in post-fraud response.
Mobile money networks operate at scale with access to identity verification tools, transaction records, and KYC data. Transfers are not anonymous. Every cedi leaves a trail, either into another wallet, a bank account or at the point of cash-out. The receiving wallet or bank account has an owner with traceable details. If the money was cashed out, valid ID was pro-vided to the agent. The building blocks for traceability exist.
It is therefore reasonable for customers to expect that their complaints will trigger investigations that go beyond confirming that they were defrauded due to their own negligence. The question, “how did it happen?” is legitimate and “what are we doing to catch the fraudsters?” is important and must be asked.
The Bank of Ghana’s 2022 report recorded 12,166 cases of mobile money-related fraud. This is not a marginal concern. It is a growing challenge that demands a coordinated and transparent response. When operators and regulators remain silent after incidents, the vacuum is filled by misinformation and frustration.
To be fair, there is evidence that mobile money fraud investigations do occur, and in some cases, they lead to arrests and prosecutions. The challenge, however, is that the public rarely hears about these outcomes. In the absence of transparent and consistent reporting, it creates the perception that customers are on their own after a fraud occurs and this undermines trust in the system.
Fraud will always evolve. What matters is the strength of our response. As mobile money becomes even more central to Africa’s financial future, the responsibility to secure and sustain trust falls not just on customers, but on the institutions that serve them. Telcos and financial service providers must begin publishing periodic anonymized reports on post-fraud investigations, resolutions, arrests, and prosecutions. These reports would educate the public, build confidence, and most importantly, send a message to fraudsters that mobile money is not a soft target.
If customers are expected to be vigilant, then institutions must be robust with their response and protection. A secure and inclusive digital economy is built not just on aware-ness campaigns, but on demonstrable post-fraud action, accountability, and follow-through.