MTN South Sudan Apologizes After Vendor Rejects Mobile Money Payment
In a move to quell public frustration, MTN South Sudan has issued a formal apology after one of its authorized agents refused a customer’s attempt to pay with the company’s own Mobile Money (MoMo) platform. The incident, which sparked significant outcry, directly contradicted the telecom giant’s public drive toward a cashless economy.
Social Media Post Triggers Internal Investigation
The controversy came to light through a social media post detailing a customer’s experience of being denied the ability to use MoMo at an MTN service outlet. The company swiftly launched an internal review, which confirmed the report. The investigation pinpointed the issue to a third-party vendor operating at the MTN location, not a direct employee of the company.
In a statement released on Thursday, MTN South Sudan extended its apologies to the affected customer and confirmed it had taken corrective measures against the vendor involved.
“MoMo is accepted at all MTN service points nationwide. We remain committed to ensuring this does not happen again,” the company affirmed.
Upholding Trust in a Vital Financial Tool
MTN explained that the public clarification was necessary to address growing concern, maintain hard-earned customer trust, and reaffirm its commitment to expanding digital financial services across the nation. For many in South Sudan, MoMo is more than a convenience; it’s a financial lifeline.
As MTN’s flagship mobile money platform, MoMo enables users to send and receive money, pay bills, purchase airtime and data, and conduct a host of other transactions directly from their phones. It has become an indispensable tool for a significant portion of the population who lack access to traditional banking services, especially amid persistent cash shortages.
The Scale of Mobile Money in South Sudan
According to MTN’s own data, the MoMo platform currently serves over one million active users in South Sudan, processing daily transactions valued at more than SSP 9 billion. This volume solidifies its position as one of the country’s most widely used and trusted digital financial ecosystems.
To further incentivize adoption, MTN is offering MoMo users a 25% bonus on airtime and data purchases. The company is also providing double entries into its ongoing “Shukran Junubin” promotion, which dangles prizes worth over SSP 400 million through December.
A Broader Challenge for Digital Payments
This incident highlights a broader hurdle in the nation’s shift to a digital economy. In a significant step forward, the Central Bank of South Sudan officially declared mobile money a legal form of payment in July of this year. This policy was a key part of the bank’s 2023-2027 strategic plan, which aims to boost mobile money usage among adults to 30% by 2027, making digital financial services more accessible and affordable, particularly for underserved communities.
Yet, the theory of policy often clashes with the reality of practice. Convincing businesses, including some telecom agents themselves, to consistently accept digital payments remains an uphill battle. The recent refusal at an MTN outlet serves as a stark reminder that technological infrastructure is only one piece of the puzzle; changing merchant behavior is another.
MTN has urged customers to report any similar issues through its official call center, WhatsApp, or social media channels, emphasizing that customer feedback is crucial for service improvement.
Source: Original report from MTN South Sudan.