Uganda MoMo agent charges — what an agent can and cannot collect
The fee on a Uganda MoMo withdrawal comes off your wallet — the agent should collect NOTHING extra in cash. Here are your rights, what is prohibited, how to verify the SMS, and how to report overcharging.
What is NORMAL
You arrive at the agent, state the amount to withdraw (e.g. UGX 100,000), authorise the transaction on your phone (MoMo PIN). The agent gets the MoMo confirmation on their side. You receive the MTN SMS itemising: UGX 100,000 withdrawn, UGX 1,925 operator fee, UGX 500 URA tax, UGX 289 VAT. Balance updated. The agent hands you UGX 100,000 in cash. Nothing else is exchanged.
What is NOT NORMAL
- The agent gives you UGX 99,000 instead of UGX 100,000 and keeps UGX 1,000 'for his service'.
- The agent asks you to hand over extra cash on top of the wallet deduction.
- The agent refuses to process without a separately paid 'commission'.
- The agent justifies the surcharge by 'the URA tax' — no, the tax is already deducted automatically from your balance.
- The agent claims 'the network is slow' and asks for a commission to 'be processed in priority'.
All these behaviours are prohibited by MTN and Airtel rules. The agent's account can be suspended on a verified complaint.
Step-by-step in case of abuse
1. Keep the MTN/Airtel confirmation SMS — it is the written proof. 2. Note the agent kiosk number (visible on the agent signboard) or the agent's MoMo number. 3. Leave calmly — no confrontation. 4. Call operator customer care (100 on MTN or Airtel) within the hour and file the complaint. 5. For severe or repeated cases, escalate to UCC.