Kampala, Uganda | August 6, 2025 —
A social media storm has erupted after a disturbing incident involving Mr. Joseph Kayinga, who reportedly lost all his Airtel Money funds and was left with a loan debt following the theft of his mobile phone at a funeral.
The matter gained public attention after human rights advocate and cartoonist, Dr. Jim Spire Ssentongo, posted on X (formerly Twitter), describing the incident as a potential case of insider fraud or a sign of systemic vulnerabilities within Airtel Uganda’s mobile money platform.
According to Ssentongo’s post, the phone was stolen during a funeral service, and by the following day, all of Mr. Kayinga’s mobile money had been withdrawn. To make matters worse, the thief took a loan in his name, leaving him with a growing debt — all without having access to his saved passwords or National Identification Number (NIN) on the device.
“This could not have happened without either an insider’s help or a system that is far too easy to hack,” Ssentongo noted, raising serious questions about customer data protection and the security of Airtel Money.
Mr. Kayinga’s demands for redress were allegedly met with indifference from Airtel Uganda, who reportedly insisted he report the matter to their offices in Bugoloobi.
In response, Airtel Uganda issued a 7-part statement, expressing regret over the incident and offering condolences for the loss of Kayinga’s brother. The telecom confirmed it first learned of the case on July 3, 2025, through a tweet by journalist and activist Agather Atuhaire.
Airtel stated that it promptly contacted Mr. Kayinga and requested his cooperation, including lodging a police report and providing supporting documentation to facilitate investigations.
“We reaffirm our support and commitment to the public and law enforcement agencies in investigating any allegations of fraud,” Airtel said in its statement, promising to conclude the investigation and communicate a final position within 15 days.
The company also advised customers to safeguard their PINs, avoid sharing sensitive information, and regularly update their security settings.
However, public confidence appears shaken. The incident has sparked wider concern over the integrity of Uganda’s mobile money systems, with many social media users sharing similar stories of mysterious withdrawals and poor redress mechanisms.
As the investigation continues, eyes remain on Airtel Uganda and regulatory bodies to ensure accountability and to reinforce trust in digital financial services.
