Online payments in Cameroon: when the money goes through, but the service doesn’t 💸

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In Cameroon, online payments are on the rise. Data bundles, TV subscriptions, school registrations, e-commerce… But more and more users are reporting a frustrating phenomenon: money is debited, yet the service is never delivered. A situation that paralyzes the digital sector and fuels mistrust and frustration.

The money goes… but nothing comes 💰

“I paid my Startimes subscription via Orange Money, but nothing got activated. Yet 5,000 FCFA was deducted. Since then, I’ve been calling customer service in vain,” says Bertrand, a sales agent.

Like him, hundreds of Cameroonians find themselves in similar situations. Whether it’s a mobile transfer to a platform, a purchase on an app, or a payment by bank card, the money is debited instantly—but no confirmation, no delivery, no service access. Cases where everything works as expected are the exception. In our investigations, only one out of several people interviewed said they managed to get a refund.

“I booked my visa online. Maybe the platform was overloaded, so I got charged without actually receiving the visa. I had to contact the authorities of the country involved to get compensated. In such international cases, it might work, but for national ones—I doubt it,” says Oriane, an entrepreneur.

Screenshots, payment confirmations, automated messages, and unanswered complaints are flooding social media. In some cases, platforms blame mobile operators, who in turn shift the responsibility back to the service providers.

The boom of digital services… and bugs 👾

The rise of fintechs and digital services has made transactions easier. Options like Mobile Money, Express Union, Visa or Mastercard payments, and USSD codes are widely available. But this rapid growth hasn’t always been matched with strong technical reliability. Bugs are multiplying, and users are increasingly disillusioned.

“One day, I tried to register for a government exam. Payment went through, I received a success message. But on the website, my file still said ‘unpaid’. I investigated and found many people had the same issue. I had no choice but to pay again in person—with no guarantee I’d be refunded for the first one,” shares Huguette, a student.

The refund nightmare 🔁

When services aren’t delivered, users naturally expect a refund. But in practice, it’s a real struggle. Between unanswered emails, long queues in agencies, and costly customer service calls, many eventually give up.

“I had an issue with an electricity payment app. I paid the same bill twice. Eneo referred me to the app, the app referred me to MTN. It’s been three months chasing 7,800 FCFA. I gave up—it costs too much energy and money,” sighs Laure, a hairdresser.

Apps that keep charging you 🔄

Sometimes, the service works initially, then stops… but the deductions continue.

“I subscribed to an online learning platform for my kids for a year. One month later, the content was no longer accessible, and every month they asked for another payment. It’s like the initial payment was never registered for the full year,” complains Jean-René, a father.

Even the most tech-savvy users are caught off guard by auto-renewing subscriptions or foreign platforms with no local contact in Cameroon.

Voices are rising, but regulations are lagging ⚖️

In the face of these repeated complaints, consumers are demanding answers. Some platforms offer automated chats, but few provide real human assistance. As for mobile money operators, often blamed, they claim to be nothing more than “gateways”.

“It’s our money. We have the right to know who’s responsible when it disappears. People are tired of losing 2,000 or 3,000 FCFA every week without understanding why. It may seem trivial, but over time that adds up,” says Achille, an accountant.

While waiting for stronger regulation or better payment protection systems, users are becoming more cautious: double-checking platforms, reading reviews, or simply going back to cash payments.

Tell us!
Have you ever lost money because of a failed online payment? Share your story in the comments 😊