LUSUNGU CHIKOWELA,
ZIPPORAH MUSHALA
Lusaka

DESPITE the growing threat of mobile money scams, many young Zambians continue to venture into the Airtel Money business, seeing it as more than just a source of income but a stepping stone towards bigger dreams.
Nineteen-year-old Sabina Musuku is one of them. Encouraged and financially supported by her sister, a nurse at the University Teaching Hospitals (UTH), Sabina ventured into the business hoping to earn an income while working towards her dream of becoming a civil engineer. Although she was scammed K7,100 on her very first day, she refused to let the experience define her. “I just have to be careful.
Don’t attend to people who are in a hurry,” she says, adding that she would still encourage other young people to join the business. For 22-year-old Delphister Mwansa, the journey has also come with setbacks, having been scammed twice. Even so, she says the business has shaped her into a stronger person. “It’s been a good journey. I’ve enjoyed it and it’s taught me a lot,” she says.
She advises aspiring agents to save enough capital before starting instead of relying on borrowed money. “Be emotionally and physically strong because if you are the type to give up easily, you cannot manage the business.
You also need a support system and not people who bring you down because scammers come in different ways,” she says. Thirty-year-old Aaron says the business has enabled him to earn a living despite the daily challenges that come with serving customers.
As more people continue relying on mobile money services for both business and everyday transactions, Zambia Information and Communications Technology Authority (ZICTA) has urged consumers to take a more active role in combating digital fraud. Speaking in an interview with the Daily Mail, ZICTA public relations officer Hanford Chaaba said consumers can now report scams at any time by dialling *707#.
“Our call is that consumers should not relent. The fight against scams is not one that can only be left to ZICTA, the Zambia Police and the Cyber Security Agency.
It is a fight that should be anchored by consumers because they are the ones being targeted,” he said.
Mr Chaaba said ZICTA deactivated 43,500 SIM cards linked to fraudulent activities during the first half of 2026, safeguarding approximately K19.8 million after consumers reported suspicious numbers. “The more consumers report, the better for ZICTA to assist. We have given them the power,” he said.
With awareness campaigns continuing across the country, the authority says the fight against mobile money fraud depends not only on technology and law enforcement, but also on consumers remaining alert and reporting suspicious activities.
How they were scammed
Sabina Musuku : “I was scammed K7,100 on my first day.” Sabina hoped the business would help her work towards her dream of becoming a civil engineer. Instead, she lost K7,100 to a scammer on her very first day.
She reported the matter to Airtel’s main branch and was told it would be investigated, but three months later she says she is still waiting for feedback. Despite the setback, Sabina has remained in the business. “I just have to be careful and not attend to people who are in a hurry,” she says.
Delphister: Believes scams are an unfortunate reality of the business. “If you do Airtel Money, definitely you will get scammed at one point or the other. Almost everyone who’s done the business has been scammed,” she says. Delphister has been scammed twice.
According to her, in the first incident, a customer asked to insert his SIM card into her phone. Without her knowledge, he saved his number as “Airtel Money” and later sent a text message from that very number. Believing it was an official Airtel notification confirming a withdrawal, she handed over K4,500, only to realise she had been scammed. Delphister: In another, a customer saved his number as someone she usually sends float to, later tricking her into sending K3,000. “Don’t give your phone to customers. You might not know them, but they might know you and might even be studying you,” she warns.
Aaron Musonda : Customer disagreements are part of the job. He says misunderstandings often arise because either the customer believes the attendant is being rude or vice versa, with network delays making matters worse. “The best help I can give myself is just to be very careful,” he says, urging agents never to release money before receiving confirmation messages and to be cautious of customers that come with small notes to deposit a large amount and to avoid customers that rush transactions.