MTN Ghana Customers Raise Concerns Over Reduced Airtime Bonus Validity and Mashup Limits

Customers in Kintampo and beyond say recent policy changes make it harder to help family and manage airtime.

A customer complaint addressed to MTN Ghana and Hon. Samuel Nartey George is gaining attention online, with users calling on the telecom provider to reverse recent changes to airtime bonus validity periods and monthly mashup limits.

In an open letter circulating on social media, a customer identified as Antwi Boasiako Linford outlined two main grievances affecting day-to-day use of MTN services.

1. Shorter Validity on Airtime Bonuses

The letter alleges that MTN Ghana has progressively reduced the validity period for bonuses earned from MoMo airtime purchases. According to the complaint, the validity window was first cut from 7 days to 3 days, and now stands at 1 day.

“Customers should be able to decide when to use their bonuses, not be forced to talk when they have nothing to say,” the letter states. The change, made without public explanation, has left some users unable to utilize bonuses before they expire.

Reduced Mashup Transactions Per Month

The second issue concerns MTN’s “mashup” service, which allows users to share airtime with others. The letter claims the monthly limit has been reduced to 10 transactions. For customers in areas like Kintampo who regularly assist family members in Abofour and other locations, the cap creates difficulties.

“This hurts people like me in Kintampo who help illiterate parents, friends, and relatives in Abofour who can’t do it themselves. Not everyone is tech-savvy,” the writer noted.

Customer Requests

The letter calls on MTN Ghana to:

1.Restore or significantly increase the monthly limit for mashup transactions.

2. Allow customers to determine .how long they can use their earned bonuses.

The author warned that if no changes are made, they intend to start a campaign to raise awareness about how MTN is treating its customers.

“We use and promote MTN because we believe in it. Please listen to your customers,” the letter concludes.

Airtime bonuses and mashup services are widely used in Ghana, particularly in rural areas where mobile money and airtime sharing are key for staying connected. Any changes to validity periods and transaction limits directly affect customer experience and trust.

MTN Ghana has not yet issued a public response to the specific points raised in the letter as of publication time.

MTN Ghana and the Ministry of Communications and Digitalisation have been contacted for comment.

Sources:Antwi Boasiako Linford