@MoMo_PSB@MoMo_Rwanda@MTNRwanda@MTN180@MTNNG
Dear MTN Nigeria / MoMo PSB Support Team,
I am writing to urgently escalate my complaint regarding four international remittance transactions of ₦100,000 each, sent from my Nigerian MTN MoMo account to the recipient in Rwanda.
I have now obtained and reviewed the recipient’s official MoMo account statement covering 6–13 October 2026. The statement clearly shows that only one of the four transfers was credited to the recipient, despite all four transactions being marked successful on my end.
The recipient’s statement records the following incoming transaction:
- Sender/Partner: Terrapay.mno
- Amount received: RWF 100,647
- Date and time: 10 October 2026, 05:34:21
- Recipient: Ebeh Chukwuemeka Godwin
- Transaction ID on recipient’s statement: 31130273457
This RWF 100,647 credit corresponds to the expected equivalent of one of my ₦100,000 transfers at the exchange rate applicable at the time. However, there is no evidence in the statement of the other three expected credits from these four transactions.
The recipient’s statement also shows two separate incoming transfers from Flutterwave Rwanda Limited, but these are different entries and do not account for the four remittances I initiated through my Nigerian MoMo account.
For clarity, my four outgoing transactions are:
1. Transaction ID: 20261010111212800100166760500876470 — ₦100,000 — 10 October 2026, 04:42:00
2. Transaction ID: 20261010111212800100166767600869405 — ₦100,000 — 10 October 2026, 04:37:48
3. Transaction ID: 20261010111212800100166768500870545 — ₦100,000 — 10 October 2026, 04:34:00
4. Transaction ID: 20261010111212800100166764100873803 — ₦100,000 — 10 October 2026, 04:36:33
Total amount sent: ₦400,000.
My details:
- Name: Onyedikachi Oru
- Nigerian MTN MoMo number: 09064824673
Recipient’s details:
- Name: Ebeh Chukwuemeka Godwin
- Rwandan MoMo number: +250 782 171 013
I have also received your SMS notifications stating that the complaints have been closed and that the outbound remittances were successful, while the issues were sent to your partner for confirmation. Unfortunately, closing these complaints without ensuring that all four transfers were received has not resolved the matter.
Since the recipient’s statement provides evidence that only one of the four expected credits was received, I kindly request that MTN MoMo PSB reopen and urgently investigate all four transactions individually, reconcile your transaction records with those of TerraPay and the receiving service provider in Rwanda, and identify the status and location of the remaining three transfers.
Please coordinate directly with your international remittance partner to ensure that the outstanding funds are credited to the recipient as soon as possible. If any of the three transfers cannot be completed, I request a full refund of the corresponding amounts to my MoMo account.
I am attaching the recipient’s MoMo statement and the four transaction receipts to support this investigation.
Kindly provide:
1. Confirmation of the settlement status of each of the four transactions.
2. The partner transaction references for all four remittances.
3. A clear explanation of why only one expected credit appears in the recipient’s statement.
4. A definite resolution timeline for delivering the outstanding funds or refunding the unsuccessful transfers.
I expect this complaint to be escalated to your international remittance operations team for immediate action. Please do not close the case again until all four transactions have been fully reconciled and the matter has been resolved.
Thank you for your urgent attention. I look forward to your prompt response and a satisfactory resolution.
Yours faithfully,
Onyedikachi Oru
MTN MoMo Nigeria: 09064824673
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