MobileMoney Ltd has responded to a viral TikTok video by the handle ‘HealwithDiana | Nervous System’ over an alleged Mobile Money (MoMo) fraud case, urging customers to report fraud immediately through the MTN 419 Helpline.

In a statement issued in Accra on March 28, 2026, the company said it had taken note of the video and conducted internal investigations into the matter.

“MobileMoney Ltd has taken note of a viral video circulating on TikTok by the handle ‘HealwithDiana | Nervous System’ regarding an alleged Mobile Money (MoMo) fraud incident. We appreciate the concerns raised and wish to provide clarification based on the findings of our internal investigations.”

According to the company, its findings show that before the fraudulent transactions occurred, the affected customer, identified as the content creator's mother, engaged in a phone conversation with the suspected fraudster.

“Our investigations reveal that prior to the fraudulent transactions, the affected customer (the mother of the content creator) engaged in a phone call with an individual later identified as the fraudster.”

During that interaction, the customer disclosed sensitive information.

“The customer revealed sensitive security details, such as the MoMo App Registration OTP, MoMo PIN, and Login OTP, during this interaction.”

MobileMoney LTD explained that those details enabled the fraudster to gain access to the wallet.

“These credentials enabled the fraudster to register the customer’s wallet on another device and execute unauthorised transactions.”

The company reiterated that it does not request confidential customer codes under any circumstances.

“MobileMoney LTD will never request a customer’s OTP, MoMo PIN, or any personal security code under any circumstance.”

It added that security alerts sent to customers clearly caution against sharing such information.

“Every security notification sent to customers includes a clear warning not to share these codes with anyone.”

Following the incident, the company said action was taken against the number involved.

“Following the incident, the number used to contact the customer has been blocked and blacklisted on the MoMo platform and suspended from voice services.”

It further disclosed that collaboration with relevant stakeholders is ongoing.

“We continue to collaborate with relevant partners and law enforcement authorities as part of the ongoing review.”

MobileMoney Ltd stressed that customer protection remains central to its operations.

“Customer safety remains our highest priority. We strongly urge customers to remain vigilant and avoid sharing personal security credentials with any third party.”

The company advised that “Fraud-related concerns should be reported immediately through the MTN 419 Helpline.”

While acknowledging individuals' right to share experiences, the company cautioned against misinformation.

“At MobileMoney Ltd, we remain committed to transparency, customer protection, and factual public discourse.”

“While we respect the right of individuals to share their experiences, we also believe that public commentary on financial services should be guided by verified facts to avoid unintended misinformation.”

It warned that it “may take legal action or other measures it deems appropriate to safeguard its reputation and service integrity.”

MobileMoney Ltd reaffirmed its commitment to providing “a secure, dependable, and convenient digital financial platform, supported by robust security systems and continuous customer education initiatives.”