(JUBA) – MTN South Sudan has apologised to its customers after one of its agents reportedly refused to accept Mobile Money (MoMo) payments at an MTN service outlet, sparking widespread criticism on social media and raising questions about digital payment acceptance in the country.
The company confirmed the incident following an internal investigation, which found that a third-party vendor operating within MTN’s premises had rejected the payment. MTN described the situation as an isolated case that contradicted its commitment to promoting digital financial inclusion.
In a statement released on Thursday, the telecom company expressed regret to the affected customer and said disciplinary action had been taken against the vendor. “MoMo is accepted at all MTN touchpoints nationwide. We remain committed to ensuring this does not happen again,” the company stated.
MTN said the clarification was necessary to maintain customer trust and reaffirm its mission to expand digital financial services across South Sudan.
MoMo, MTN’s mobile money platform, allows users to send and receive money, pay bills, buy airtime and data, and make various cashless transactions directly through their phones. It has become one of South Sudan’s most important financial tools, particularly for those without access to traditional banks.
According to MTN, MoMo currently serves more than one million active users and facilitates transactions worth over SSP 9 billion (approximately 1.27 million US dollars) daily. The company said the platform continues to play a vital role in bridging the financial gap in areas with limited banking access.
To boost adoption, MTN recently launched several promotional offers, including a 25% bonus on airtime and data purchases through MoMo, and double entries into its “Shukran Junubin” campaign, which features prizes worth SSP 400 million (about 56,300 US dollars) running through December.
| MTN MoMo Key Figures – November 2025 | Amount (SSP) | Equivalent in USD |
|---|---|---|
| Daily transaction volume | 9,000,000,000 | $1,267,600 |
| “Shukran Junubin” promotion value | 400,000,000 | $56,300 |
| Exchange rate | 7,100 SSP = $1 | — |
MTN encouraged customers to report any similar incidents through its customer service channels, including call centres, WhatsApp, and social media pages. The company said customer feedback was vital for improving service delivery and ensuring all agents comply with digital payment policies.
The Central Bank of South Sudan officially recognised mobile money as a legal form of payment earlier this year to support a shift towards digital transactions amid the country’s cash shortage. The policy forms part of the bank’s 2023 to 2027 strategic plan, which aims to increase mobile money usage among adults to 30% by 2027.
Despite this, many businesses and service agents remain hesitant to adopt digital payments due to concerns over transaction reliability, poor network coverage, and low financial literacy among users.
The country’s economy has been battling cash shortages, fluctuating exchange rates and weak banking infrastructure, making mobile money a vital alternative for both businesses and households.