Airtel Uganda has dismissed as false and misleading recent social media claims questioning the safety of its Airtel Money platform and the handling of customer complaints.
In a statement issued on Monday, the company assured customers that Airtel Money remains safe and secure, noting that the allegations were “misleading, unwarranted, and calculated to create needless worry or panic.”
They urged customers to disregard the claims and instead use official contact points for any queries or complaints about their Airtel Money accounts.
Airtel stressed that its mobile money operations are regulated by the Bank of Uganda, with an obligation to ensure the safe custody of customer funds. As a last resort, customers can escalate complaints to the regulator.
The statement also offered guidance on common customer issues.
Lost Phone: Use another Airtel line to dial *100#, select self-help, and follow prompts, report the matter to police immediately.
Money Reversal: If money is sent to the wrong number, dial *185#, follow reversal prompts, and note that funds may be frozen if there’s a dispute, pending a court order.
Lost Money Complaints: Airtel reviews all complaints individually; cases caused by system errors are refunded, while others are referred to law enforcement.
The company reiterated its commitment to safeguarding customer data, refining internal processes, and supporting police in prosecuting fraudsters — whether they are staff, partners, or customers.
“We will continue to educate our customers, refine our processes, and support law enforcement in delivering a secure ecosystem for everyone,” the statement read in part.
