Over 4,000 Orange agents through the Liberia Mobile Money Agents National Remittance Association (LMMANRA) have issued a statement threatening to stop all Orange transactions due to unfair business practices and continued losses caused by Orange Liberia.
The announcement, made by LMMANRA Chairman Jeremiah Kolubah Cammu, signals a major escalation in tensions between the country’s mobile money agents and one of Liberia’s leading telecommunications providers.
The planned suspension, set to take effect on February 20, could significantly disrupt mobile money services nationwide, particularly in rural and underserved communities where agents serve as key financial access points.
LMMANRA, which advocates for the rights and welfare of mobile money agents across Liberia, says the decision follows months of unsuccessful engagement with Orange Liberia over three principal concerns.
Dispute Over Temporary Commission Accounts
At the center of the dispute is a “temporary account” system introduced by Orange early last year. Under the arrangement, agents’ commissions are credited to a separate account linked to their SIM cards, with funds inaccessible unless transferred by the company to the agents’ main operational accounts.
According to Cammu, the measure was initially justified when Orange was compensating agents at rates higher than the tariffs charged to customers. However, the company reportedly revised its commission structure in September last year, aligning agent payments with customer tariffs.
The association argues that the temporary account is now unnecessary and burdensome. Nearly all agents, it claims, report unexplained deductions when commissions are transferred from the temporary balance to their main accounts.
“We have been engaging Orange since last year to remove the temporary balance system and ensure direct access to our commissions. Despite repeated assurances, the issue remains unresolved,” Chairman Cammu said.
Allegations of SIM Card Reassignment
LMMANRA also alleged that in some instances, agents’ SIM cards were retrieved and reassigned to other individuals without their knowledge, even though funds remained on the lines. The association chairperson says formal complaints were submitted for investigation, but follow-ups have yielded no clear feedback or resolution.
They, among other things argued that such actions undermine confidence in the system and threaten their livelihoods, as their businesses are tied directly to their registered SIM cards.
Persistent Commission and Currency Issues
Further grievances involve commission irregularities affecting an estimated 15 to 20 percent of agents. Some reportedly receive no commission for transactions completed, while others see commissions accumulate in their accounts without any option to withdraw them.
In additional cases, Cammu added that agents attempting to exchange currencies through the Orange system allege that U.S. dollar balances were deducted without corresponding Liberian dollar credits being issued. Despite submitting detailed case information as instructed, agents say solutions have not been forthcoming.
Potential National Impact
The planned suspension of transactions could affect thousands of customers who rely on mobile money services for remittances, bill payments and cash transfers.
According to Cammu, the mobile money agents form the backbone of Liberia’s expanding digital financial ecosystem.
LMMANRA says it remains open to dialogue but insists that concrete corrective measures must be taken before the February 20 deadline.
Orange Liberia had not publicly responded to the association’s latest statement at the time of publication.
As the deadline approaches, the dispute highlights broader questions about transparency, accountability and fair compensation within Liberia’s growing mobile money sector.
