EcoCash is facing growing public concern after a viral audio message sparked widespread claims that money is disappearing from customers’ mobile wallets without authorisation.
In the circulating recording, an unidentified woman alleges that funds deposited into her EcoCash wallet vanished overnight and were transferred to another account without her consent. She further claims that when affected users report such cases, they are advised to open police reports instead of having the disputed transactions reversed.
The audio has spread rapidly on social media over the past week, unsettling users across the country. In Mutare, several residents have come forward with similar complaints, saying they noticed unexplained deductions or transfers from their wallets under unclear circumstances.
One woman said money sent to her wallet the previous night was gone by morning, having been transferred to another account. She claimed EcoCash officials checked both accounts but told her the money could not be reversed because it had already been withdrawn, and efforts to contact the recipient failed.
Police national spokesperson Commissioner Paul Nyathi said authorities were still verifying the allegations with complainants and could not yet confirm or dismiss the claims.
EcoCash, however, has dismissed suggestions that its system has been breached. In statements posted on its official social media platforms, the company warned customers against misinformation, insisting that its services remain safe and secure. The mobile money operator also urged users to safeguard their personal details, particularly PINs and one-time passwords.
In a separate fraud alert, EcoCash acknowledged that scammers are actively targeting customers through fake promotions, loan offers and online deals. The company said fraudsters often trick users into sharing sensitive information, which is then used to access wallets and steal funds.
Despite these assurances, frustration continues to mount among users who say they have lost significant amounts of money. One claimant alleged she lost US$265 and was advised to report the matter to the police after the funds were withdrawn. Another user said money was taken from her wallet within hours, despite reporting the suspected fraud almost immediately.
Online criticism has intensified, with users questioning why disputed transactions are not frozen as soon as they are reported. Some argue that accounts receiving suspected stolen funds should be temporarily blocked while investigations are carried out, instead of allowing money to be withdrawn.
Residents in Mutare told this publication that mobile money remains central to daily transactions, making the alleged incidents particularly worrying. While investigations continue, unanswered questions around accountability, response times and customer protection have left many EcoCash users uneasy.
