Bank of Uganda (BoU) Governor Michael Atingi-Ego has advised Ugandans who believe they have been defrauded through mobile money to first report the matter to their service provider and, if dissatisfied, escalate it to the central bank, particularly where mobile-money operations are involved.
The Governor, in a statement today noted that the BoU is not aware of any unresolved complaints routed through the proper channels and invited the public to share concerns with the Directors of Communications & Public Relations and National Payments Systems for follow up.
The governor’s notice comes as Airtel Mobile Commerce Uganda Limited (Airtel Money) issued a parallel assurance on platform safety following a wave of social media allegations about fraud and complaint handling.
Airtel Money said its system “is safe and secure,” describing the circulating claims as “misleading” and capable of creating needless panic.
The company urged customers to use its official contact points for support and emphasized that it is licensed and regulated by the Bank of Uganda, with dissatisfied customers free to escalate unresolved disputes to the regulator.
Airtel Money said every complaint of lost funds is investigated on its merits. Where a company process or system failure causes loss, the firm “makes good”; other cases are referred to law enforcement. The operator also set out practical steps for common scenarios:
Anastacia Tshesane to become PwC SA CEOThe twin statements follow an online campaign led by academic and activist Dr. Jimmy Spire Ssentongo, who has amplified testimonies from users claiming fraudulent losses or unauthorised withdrawals from Airtel Money wallets.
His posts have sparked a broader debate on digital-wallet security, complaint-resolution timelines and the adequacy of redress.
Some cases he highlighted such as funds allegedly emptied after handset theft are said to be under review by the company.
Airtel Money has reiterated that suspected criminal activity is referred to the Police and that it works with investigators to bring offenders to justice.
