To report momo fraud to BoG, you need the Bank of Ghana’s Consumer Protection Unit contact details, evidence of the transaction (SMS receipts, screenshots, transaction IDs), and knowledge of which channel gets the fastest response. This guide walks you through the three official routes , email, hotline, and in-person , explains what documentation BoG requires, shows typical turnaround times as of April 2026, and flags the most common mistakes Ghanaians make when filing complaints that delay resolution or result in case dismissal.
Table of Contents
- TL;DR
- Why Report to BoG (Not Just Your Telco)
- The Three Official Channels
- 1. Email: cpd@bog.gov.gh
- 2. Hotline: 0302-660-906 or 0800-242-227
- 3. Walk-In: Bank of Ghana Head Office, Accra
- Required Evidence Checklist
- Turnaround Times and What Happens Next
- Ghana-Specific Considerations
- What BoG Cannot Do
- FAQs
- Related Reads
- Closing
- Sources
Bank of Ghana is the financial regulator that supervises MTN MoMo, Telecel Cash, AirtelTigo Money, and all other mobile money operators in Ghana. When fraud happens and your telco’s customer service fails to resolve it, BoG’s Consumer Protection Unit is your escalation path.
TL;DR
- BoG accepts MoMo fraud reports via email (cpd@bog.gov.gh), hotline (0302-660-906 or toll-free 0800-242-227), or walk-in at their Accra office
- You must provide transaction ID, date/time, amount (in GHS), recipient details, and proof you reported to your telco first
- Email route averages 7 to 14 business days for acknowledgment, hotline gets same-day ticket but slower follow-up, walk-in gets instant receipt
- BoG cannot reverse completed transactions directly but can compel your telco to investigate and compensate if fraud is proven
- Cases without telco complaint reference numbers get rejected , always file with MTN/Telecel/AirtelTigo first
Why Report to BoG (Not Just Your Telco)
Your telco’s fraud desk is the first stop. MTN’s shortcode is 100, Telecel is 181, AirtelTigo is 111. But telcos often stall, deny liability, or close tickets without resolution. Filing a parallel complaint with BoG creates regulatory pressure.
BoG’s Consumer Protection Directorate logged 2,847 mobile money complaints in 2025 (per their Q4 2025 report). Of those, 63% involved unauthorized transactions, 21% involved agent fraud, and 16% involved reversal scams. BoG resolved 71% of cases in favor of the consumer when evidence was complete.
Reporting to BoG does three things:
1. Creates an official regulatory record that your telco cannot ignore
2. Triggers BoG’s oversight powers to demand transaction logs and agent audit trails from the telco
3. Gives you a case reference number for potential police action if the fraud involves criminal conspiracy
BoG does not replace the police. If the fraud amount exceeds GHS 5,000 (April 2026) or involves identity theft, file a parallel report with the Ghana Police Cyber Crime Unit. See our guide on filing a complaint with Cyber Security Authority for tech-specific crimes.
The Three Official Channels
1. Email: cpd@bog.gov.gh
This is the most documented route. Email turnaround as of April 2026 averages 7 to 14 business days for acknowledgment, then 30 to 60 days for investigation and response.
What to include:
– Subject line: “MoMo Fraud Complaint , [Your Full Name]”
– Your full name, Ghana Card number, phone number, email
– Telco name (MTN, Telecel, AirtelTigo)
– Transaction ID (10 to 15 digit code from your SMS receipt)
– Date and time of fraud
– Amount lost (in GHS)
– Recipient phone number or MoMo wallet name (if visible in SMS)
– Your telco complaint reference number (this is mandatory , BoG rejects cases without it)
– Brief narrative (200 words max) explaining what happened
– Attachments: screenshots of SMS receipts, telco email responses, agent photos if relevant
Example subject line: MoMo Fraud Complaint , Kwame Mensah
Tip: PDF your screenshots into one file named [YourName]_MoMo_Evidence.pdf. BoG’s mailbox filters sometimes block .jpg batches.
2. Hotline: 0302-660-906 or 0800-242-227
The 0800 number is toll-free from any Ghanaian network. Both lines operate Monday to Friday, 8:00 AM to 5:00 PM.
Call gets you same-day ticket issuance but slower follow-up than email (anecdotal reports suggest 45 to 90 days for closure). Use this channel if you are not comfortable with email or need immediate confirmation that your case is logged.
What the agent will ask:
– Your name and phone number
– Telco and transaction ID
– Amount and date
– Your telco complaint reference number
They will issue a BoG case number (format: CPD-2026-XXXX). Write it down. Use it in all follow-ups.
3. Walk-In: Bank of Ghana Head Office, Accra
Address: Thorpe Road, opposite Ministry of Foreign Affairs, Ridge, Accra. Consumer Protection Desk is on the ground floor, left wing.
Walk-in hours: Monday to Thursday 8:00 AM to 4:00 PM, Friday 8:00 AM to 3:00 PM.
You get instant receipt of your complaint (stamped paper with case number). Investigation timeline matches email route (30 to 60 days).
Bring these documents:
– Printed transaction SMS receipts
– Ghana Card or passport
– Your telco complaint reference number (printed or on phone screen)
– A written statement (1 page, handwritten is fine)
Walk-in is best if the fraud amount exceeds GHS 10,000 (April 2026) or if you have been getting runarounds from telco and email for more than 60 days.
Required Evidence Checklist
BoG dismisses cases that lack evidence. Gather these before you file:
| Evidence Type | What It Proves | Where to Get It |
|---|---|---|
| Transaction SMS | Amount, date, time, recipient wallet | Your phone’s SMS inbox. Search “You have sent” or “Transfer successful” |
| Telco complaint reference | You reported to telco first (mandatory) | Call your telco shortcode, ask for ticket number. MTN also emails you a reference. |
| Ghana Card / passport copy | Your identity | Your wallet or passport file |
| Screenshot of wallet balance before/after | Timeline of loss | Your MoMo app transaction history screen |
| Agent photo (if agent fraud) | Identity of fraudulent agent | Take photo of agent and shop signage. Do NOT confront them , safety first. |
| Police report (if applicable) | Criminal element | Nearest police station. Bring your BoG case number if you file police second. |
Common mistake: Filing without a telco complaint reference number. BoG’s policy (per their 2024 Consumer Protection Guidelines) requires proof you attempted resolution at the source. No telco ticket = instant rejection.
Turnaround Times and What Happens Next
| Channel | Acknowledgment | Investigation | Resolution |
|---|---|---|---|
| 7, 14 business days | 30, 60 days | Up to 90 days if telco disputes | |
| Hotline | Same-day ticket | 45, 90 days | Up to 120 days |
| Walk-in | Instant (stamped receipt) | 30, 60 days | Up to 90 days |
BoG contacts your telco within 5 business days of receiving your complaint. The telco must provide transaction logs, agent audit trail (if agent fraud), and their internal investigation findings within 21 days.
If BoG finds in your favor, they issue a directive to the telco to reverse the transaction or compensate you. The telco has 14 days to comply. If they refuse, BoG can levy fines (up to GHS 500,000 per violation under the Payment Systems and Services Act, 2019 (April 2026)).
You receive one of three outcomes:
1. Full reversal , money returned to your wallet within 3 business days
2. Partial compensation , if you share some liability (e.g. you shared your PIN), BoG may order 50% to 80% refund
3. Case dismissed , if evidence is weak or you violated telco terms (e.g. you authorized the transaction)
Check our guide on getting your money back after MoMo fraud for what to do if BoG rules against you.
Ghana-Specific Considerations
Telco-specific nuances:
- MTN: Fastest to respond to BoG directives (average 9 days per Q4 2025 BoG data). Their fraud desk at 100 is also the most staffed.
- Telecel: Slower internal investigations (average 18 days). BoG complaints speed them up.
- AirtelTigo: Smallest fraud desk. If your case involves AirtelTigo, email BoG immediately , their customer service often closes tickets without resolution.
Agent fraud vs. digital fraud:
If a physical MoMo agent defrauded you (fake balance top-up, wrong amount given, agent kept your cash), you MUST include the agent’s name, shop location, and agent code (visible on their MoMo float phone screen or printed receipt). BoG treats agent fraud more seriously because it involves licensed intermediaries. Telcos can suspend agent licenses within 48 hours if BoG flags them.
Digital fraud (phishing, fake investment, romance scam, wrong number scam) requires different evidence. See our cluster on top MoMo scams in Ghana for how to document digital scams before reporting.
Pricing context:
BoG complaints are free. No filing fee. No lawyer needed. Avoid “MoMo recovery agents” who ask for upfront fees (GHS 200 to GHS 500 (April 2026)) to “speed up” your case , they are scams. BoG does not recognize third-party agents for consumer complaints.
What BoG Cannot Do
BoG’s powers have limits. They cannot:
- Reverse a transaction you authorized. If you willingly sent money to a scammer (e.g. investment scam, romance scam, fake job offer), BoG treats it as a civil matter. The transaction was authorized by your PIN. You may have recourse through police fraud investigation but not BoG reversal. See investment scam patterns in Ghana and job offer MoMo fraud for those scenarios.
- Force a refund from the recipient. If the scammer withdrew the money and closed their wallet, BoG can identify them via telco KYC logs, but recovery depends on police action and asset tracing. BoG’s role ends at compelling the telco to cooperate with police.
- Punish individual scammers. BoG regulates telcos, not criminals. Criminal prosecution is Ghana Police and Attorney General jurisdiction.
- Handle non-financial-service fraud. If the fraud involves a fake e-commerce site or a social media scam that used MoMo only as the payment rail, BoG can investigate the transaction but the scam itself falls under Cyber Security Authority and CID. See filing a complaint with Cyber Security Authority.
FAQs
Can I report MoMo fraud to BoG if I already reported to the police?
Yes. BoG and police handle different aspects. BoG compels your telco to investigate and potentially refund. Police investigate the criminal act and can arrest the scammer. File both if the amount exceeds GHS 5,000 (April 2026) or involves organized fraud. Bring your BoG case number to the police station , it speeds up their evidence gathering.
How long does BoG keep my case open?
BoG closes cases after issuing a final determination (usually 60 to 90 days from filing). If you disagree with the outcome, you can appeal within 30 days by emailing cpd@bog.gov.gh with “Appeal , Case CPD-2026-XXXX” in the subject line. Appeals take another 45 to 60 days.
Do I need a lawyer to file with BoG?
No. The process is free and consumer-friendly. BoG designed it for self-filing. Lawyers only help if your case involves complex multi-party fraud or if you plan to sue the telco in civil court after BoG rules in your favor.
What if my telco refuses to give me a complaint reference number?
This happens. If your telco’s customer service denies your complaint or refuses to log it, document the refusal. Email BoG explaining that [Telco Name] refused to issue a reference number, include the date/time you called, and the agent’s name if they gave it. Attach a screenshot of your call log showing you dialed their shortcode. BoG will still open your case but will note the telco’s non-cooperation , which reflects badly on the telco during investigation.
Can BoG help if I sent money to the wrong number by mistake?
Depends. If you mistyped a digit and sent money to a stranger who refuses to return it, BoG can compel your telco to contact the recipient and request voluntary return. But if the recipient spent the money, BoG cannot force a reversal because the transaction was authorized by you. See wrong number scam explained for tactics scammers use and MoMo reversal scams for the fake-reversal-request scam that follows wrong-number incidents.
Does reporting to BoG affect my credit score or future MoMo usage?
No. Filing a fraud complaint with BoG does not impact your creditworthiness or your ability to use mobile money. It is a consumer protection mechanism, not a punitive system. Your telco cannot block your wallet for filing a BoG complaint.
What if the fraud happened months ago?
BoG accepts complaints up to 12 months after the transaction date (per their Consumer Protection Guidelines section 4.7). Older cases are harder to investigate because telcos archive transaction logs after 18 months, but you can still file. Include as much evidence as you saved.
Can I report fraud on behalf of someone else (my parent, spouse, etc.)?
Yes, but you need their written consent and a copy of their Ghana Card. BoG will not discuss case details with you unless you are listed as the authorized representative in the complaint. Attach a signed letter from the victim stating “I authorize [Your Name] to file and follow up on this complaint on my behalf.”
Related Reads
- Zoom out: Cybersecurity: Consumer Security, Data Privacy, and Fraud Prevention in Ghana
- Topic hub: MoMo Fraud Protection: Consumer Security Guide for Ghana
- Related deep-dives:
- Fake MoMo Agent Scams: How to Spot Them
- Getting Your Money Back After MoMo Fraud
- Top MoMo Scams in Ghana (2026)
- Investment Scam Patterns in Ghana
Closing
Reporting MoMo fraud to BoG is your regulatory escalation when your telco fails to act. The process is free, documented, and results in regulatory pressure that telcos cannot ignore. As of April 2026, BoG’s Consumer Protection Unit is handling record volumes of mobile money complaints , which means two things: fraud is rising, and BoG is actively enforcing telco accountability. File early, file with complete evidence, and follow up every 14 days if you hear nothing.
Ghana’s mobile money ecosystem processes over GHS 1 trillion annually (April 2026). Fraud will not disappear, but holding telcos accountable through BoG complaints reduces your individual risk and signals to regulators where systemic weaknesses lie. If this guide helped you, share it. Follow our updates on X at @jbklutsemedia.
Sources
- Bank of Ghana Consumer Protection Directorate
- BoG Consumer Protection Guidelines (2024)
- BoG Q4 2025 Consumer Complaints Report
- Payment Systems and Services Act, 2019 (Act 987)
