Rwanda MoMo agent charges — what an agent can and cannot collect
In Rwanda, MoMo withdrawal fees at an agent are AUTOMATICALLY deducted from your wallet — the agent should collect NO extra cash. If an agent asks for more, it's forbidden overcharging. Here's what overcharging looks like, how to report it, and your consumer rights.
✓ Verified June 2026.MTN Rwanda tariffs and USSD codes confirmed against official sources. No government levy on mobile money.
Your rights at the agent — summary
- NOTHING to pay on top of the automatic MoMo fee — it's forbidden. Refuse any cash surcharge.
- The agent must display the official pricing chart. If not, report.
- You have the right to see the confirmation SMS before leaving the counter — the SMS proves the exact debited amount and that no extra fee is applied.
- Deposits (cash-in) are free on the user side — an agent asking for deposit fees is in violation.
- Reporting: dial 100 (free from MTN) with the transaction ID, agent code, and kiosk address.
Frequently asked questions
Can the agent charge on top of the MoMo fee?
No. Strictly forbidden by MTN. The fee is automatically debited from your wallet (and appears on the confirmation SMS). The agent hands you the CASH amount equal to the amount you entered in the menu — no more, no less. If the agent asks for an extra cash, refuse and report.
What if an agent overcharges?
Ask to see their official pricing chart — mandatory display at every registered MoMo agent in Rwanda. Note their name, agent code (visible on the chart), kiosk address, and the transaction ID from your SMS. Report to 100 (MTN customer care, free). For repeat abuse, escalate to BNR (National Bank of Rwanda, Consumer Protection Unit).
How do I verify an agent is official?
A registered MTN MoMo agent has: (1) an official yellow-and-black MTN sticker at the counter, (2) a displayed agent code, (3) a visible MoMo pricing chart, (4) a separate business phone from their personal one. If one of these is missing, be cautious. Ghost agents exist — prefer agents in fixed kiosks or established shops.
What if the agent says they have no cash?
Legitimate — an agent can run out of cash (float). In that case, the agent DOES NOT execute the operation: no debit, no fee. You keep your MoMo balance and find another agent. If the agent already made you type the code and no cash is handed over, check the SMS immediately — if the operation went through, report to 100 without delay.
Are there fees to deposit on the wallet via an agent?
No. Deposits (cash-in) to MTN MoMo Rwanda are free on the user side. The agent receives a commission from MTN on volume, but that commission isn't passed on to you. You hand cash to the agent, who credits the exact amount on your wallet via their agent menu. You receive the confirmation SMS immediately.