Since June 18, 2018, there has been an evolution of orange mobile money tariffs. This has led to an increase in orange mobile money withdrawal rates. Consequently, Orange mobile money users have started boycotting the service. Though Orange is entitled to increase its rates at its convenience, in respect to the terms of use of Orange money, customers still lament that they were not informed of the recent action.

Orange Money is an electronic wallet that the Orange Group has made available to its customers to conduct diverse financial transactions.

This service is available in 13 countries across Africa and the Middle East and has more than 10 million customers. This service was launched in Cameroon in September 2011 in partnership with BICEC which maintains regulatory control.

Orange mobile money in Cameroon

So far, Orange Cameroun has recorded an astounding growth in the number of registrations to Mobile Money services in 2011. The Cameroonian subsidiary of the French telecoms group Orange and Banque Internationale pour le Commerce, l’Epargne et le Crédit (BICEC), its partner on this product; had planned on a volume of transactions of FCFA 2 billion after 5 years. The final result is rather six times higher than their initial forecast, revealed Stéphane Hurey, Central Director of BICEC.

Orange Cameroun

Orange Cameroun

 This was on 6 December 2016, in Yaoundé, during the official launch of the Visa Orange Money Card. This card is another amazing service offered to customers. It enables the link between mobile money accounts from the French telecom operator, the ATM (automatic teller machine) and EPT (Electronic payment terminal) networks operated by Visa in Cameroon.

The enthusiasm Orange Cameroun subscribers have for mobile money services has been very visible over the years. Customers in Cameroon have therefore benefited immensely from their amazing services. Orange Money saves precious time and enables customers to pay their bills and conduct their transactions from their mobile phones. There are no more line-ups and waste of time at counters.

However, orange mobile money users have been experiencing a constant rate increase in the charges for their transactions recently.

Orange mobile money  transfer pricing

It should be noted that pricing of orange mobile money transfer varies on the service offered to the customers. Some mobile payment services proposed to Orange Money users are subject to a commission for each operation. Free services include Money deposit, Airtime purchase, Payment of Orange bills, Canal+/CanalSat re-subscription and Account management (changing your secret code). All other services accessible through Orange Money are subject to competitive rates. This includes money transfer, payment of bills, products and services.

New orange mobile money tariff grill

New orange mobile money tariff grill

Since June 18, 2018, the mobile money customers of the Orange operator have seen the rates of this service “evolve”. An ” evolution ” which is actually a rise in tariffs. For example, to make a withdrawal of 10, 000 FCFA from its Orange money account, the fees will now be 180 F, against 150 previously, and only 100F before August 2017. However, there is a slight decrease in rates for the withdrawal from an account of an amount of 25 000 F. As since August 2017, additional fees continue to apply for sending funds to a beneficiary.

Costumers grievances

The Orange operator is entitled to modify, according to its internal objectives, its fee schedule. The only obligation incumbent on the operator is to warn her customers at least 30 days in advance. Users claim it is only recently that the French operator sent links on the new rates.  Orange Cameroon claims that information on the ” evolution ” of its tariffs has been available for several weeks on its website. But, most consumers had not read it until two or three days before its entry into force. Consequently, calls to boycott the Orange Money service are circulating around the web and social networks.

Orange mobile money users.

Orange mobile money users.

When it comes to sending unwanted and undesirable promotion SMS to subscribers, Orange Cameroon is strong. But when it’s necessary to send SMS to warn users of an increase in tariffs, in accordance with the texts which they themselves have put in place, they are incapable.

To better serve its users, Orange Cameroun needs to ensure information circulates to customers before the implementation of any changes.  This is not good for business, given that Orange Cameroun is in fierce competition with other mobile money providers, with MTN as their main rival.

 

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