MTN disowns illegal mobile money charges by agents

21 April 2026, 11:16 am

By Odong James

MTN Uganda has clarified that it does not authorise any extra charges on Mobile Money transactions based on the location or absence of a customer’s phone.

In a response to concerns raised in Northern Uganda, the telecom company stated that all Mobile Money fees are standardised, system-generated, and clearly communicated to customers before transactions are completed.

MTN emphasised that reports of some agents charging an additional UGX 1,000 are illegal and in breach of company guidelines.

The company warned that any agent found engaging in such conduct faces disciplinary action, including suspension or termination.

Customers have been urged to report such cases through MTN customer care lines, service centres, or official social media platforms, providing details such as agent number, location, and transaction time.

MTN reaffirmed its commitment to transparency, fairness, and protecting customers from exploitation.