Imagine receiving a phone call from someone claiming to be a mobile money agent. The caller says there is a problem with your account and that you must follow a few instructions to protect your money. The person sounds confident, knows how to speak to customers and creates a sense of urgency.
You follow the instructions, only to discover later that money has disappeared from your account.
For mobile money users in Zambia, understanding how scammers operate can make the difference between protecting hard-earned money and losing it to fraud.
A 2025 survey published by TransUnion found that 79% of surveyed Zambians said they had been targeted by attempted fraud through email, online platforms, phone calls or text messages during the period covered by the research. The report identified fraudulent text messages, emails and calls among the methods used to target consumers.
Here are seven warning signs everyone should know.
1. Someone asks for your PIN.
Your mobile money PIN is private. A person who claims to be an agent, bank employee or customer service representative should not need you to reveal it over the phone.
Never disclose your PIN or password to someone who contacts you unexpectedly.
2. You are told to act immediately.
Scammers may tell you that your account will be blocked, your money will disappear or your transaction will fail unless you act immediately.
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The purpose of creating panic is to stop you from thinking carefully. Pause and contact your service provider through an official channel before doing anything.
3. Someone claims money was sent to you by mistake.
A stranger may claim to have transferred money to your number accidentally and ask you to send it back.
Do not rely solely on a screenshot or a message shown by the other person. Check your own transaction history and contact your provider for guidance on reversing a genuine mistaken transfer.
4. You receive a suspicious payment message.
Messages may imitate official notifications and claim that you have received money, won a prize or qualified for a reward.
Do not click suspicious links or provide personal information to claim an unexpected prize. Verify the information through the organisation’s official channels.
5. A caller asks you to move your money to a “safe account.”
Treat unexpected instructions to transfer money to another number or account with extreme caution. Contact your financial service provider independently to verify the request.
6. Someone asks you to reveal a one-time code.
Verification codes can be used to authorise account access or transactions. Never share a code with a person who contacts you unexpectedly, even if they claim to be helping you.
7. You are asked to enter a code or approve a transaction you did not initiate.
Stop and investigate. Do not approve an unfamiliar transaction simply because someone tells you it is necessary to fix your account.
The Bank of Zambia advises electronic payment users to protect their PINs, verify recipients before making payments, monitor their accounts and report suspicious transactions promptly.
What should you do if you suspect a scam?
Stop communicating with the suspicious caller, do not send more money, and contact your mobile money provider or bank using its official customer service channel. If money has been taken, report the transaction promptly and keep relevant messages and transaction references.
You can also report suspected cybercrime or identity-related concerns to the appropriate authorities.
The most important lesson is simple: never allow a stranger to rush you into making a financial decision.
A genuine-looking phone call does not automatically mean the person is who they claim to be.
Have you ever received a suspicious mobile money call or message? What did the person tell you? Share your experience to help others stay alert.
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