By Aguok Chok

Several MTN Momo subscribers in Juba have raised concerns about a lack of cash from the service provider as they are unable to withdraw money from their mobile money accounts.

Despite having sufficient digital balances, customers are being turned away by agents who are unable to provide physical cash, fueling widespread anger and questions among customers.

An anonymous MTN MoMo agent spoke about the challenges they face daily, explaining that the root of the problem is a shortage of South Sudanese Pounds.

“You can have money on your phone, but no cash in hand,” he said.

“Sometimes I sit here with SSP 4 million on my account, but I cannot give customers any cash because I don’t have it physically.”

This lack of available cash at agent points is crippling the very purpose of mobile money services, which are meant to offer fast, easy access to funds.

Without cash at the agent level, customers are left stranded, unable to meet urgent needs.

Another major issue contributing to the crisis is the public’s distrust of receiving small-denomination notes.

“People fear bringing money into MoMo agencies,” the agent continued.

“They say if they want to withdraw, they will get small notes, which criminals might think is a lot of money and target them. So they avoid depositing their money.”

This fear has discouraged many from using the mobile money system as a savings tool, further shrinking the pool of cash that agents can access for withdrawals.

Additionally, strict daily cash limits or caps are preventing large transactions.

“If you have more than SSP 5 million, you can’t withdraw it all at once,” the agent revealed.

“This forces people to keep their money at home, and that hurts the availability of cash at agencies even more.”

Citizens are now calling for MTN management to urgently intervene and provide a solution.

The MoMo subscribers argued that the mobile money service has to fasten its efforts to address the challenges in a bid to restore customer trust and confidence.

Several affected customers have urged authorities to investigate the situation, emphasizing the need for accountability and reforms that would restore trust in mobile money systems.

Some have suggested that MTN introduce measures to ease cash flow to agents or offer more flexible withdrawal options to reduce the pressure.

Until meaningful steps are taken, many fear the crisis will only deepen, leading to further economic insecurity and eroding public confidence in one of Juba’s most important financial services.