A citizen-led survey on Mobile Money services in Cameroon has revealed persistent challenges faced by users, including wrong transfers, blocked funds, and unresolved complaints lasting several months.
The initiative was launched after a personal experience involving Yanick Bezang, who transferred 152,000 FCFA through Orange Money in Douala on June 26, 2026, but mistakenly sent the money to the wrong recipient due to a single-digit error in the beneficiary’s phone number.
According to Bezang, the account was blocked shortly after the mistake was reported, but recovering the funds required several days of efforts involving customer service points, police authorities, and negotiations with the recipient. The case was eventually resolved after a video about the incident gained significant attention on social media.
The experience prompted Bezang to conduct a broader survey to assess whether similar cases were affecting other users. Between July 9 and 12, 2026, the online survey collected 73 usable testimonies from Mobile Money users across eight regions of Cameroon and members of the diaspora.
The findings show that transfers sent to wrong numbers were the most common complaint, accounting for 54.8% of reported cases. Other major concerns included difficulties recovering blocked funds and situations where money was sent but never received by the intended beneficiary.
The survey found that 79.5% of respondents said their cases remained unresolved at the time of the study. Only 13.7% reported having received a satisfactory solution, with some waiting more than a month before recovering their money.
Orange Money was mentioned in 72.6% of reported incidents, while MTN Money accounted for 21.9%. However, the survey authors cautioned that the figures do not prove that one operator is more problematic than the other, noting that the study was launched following an incident involving Orange Money.
The full report, which includes recommendations for mobile operators, the Telecommunications Regulatory Agency (ART), and the Ministry of Posts and Telecommunications (MINPOSTEL), is expected to be submitted to relevant stakeholders in the coming weeks.
@Laarry Times
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