Airtel Uganda Confirms Airtel Money Safety Amid Social Media Storm; Details Complaint Process
Kampala, 11 August 2025 – Airtel Mobile Commerce Uganda Limited has issued a comprehensive rebuttal to social media allegations questioning the security of its Airtel Money service and complaint-handling protocols, declaring the platform “safe and secure” under strict regulatory oversight.
Forceful Denial of Allegations
The telecom provider expressed “concern” over viral claims about compromised customer funds and poor complaint resolution, calling them “misleading, unwarranted, and calculated to create panic.” In an official 13-point statement, Airtel urged the public to “disregard exaggerated statements,” emphasizing its regulatory compliance with the Bank of Uganda (BOU).
Key Safeguards & Customer Protocols
- Regulatory Backing: Airtel confirmed BOU oversight, stressing its license mandates “safe custody of customer funds.” Unresolved complaints may escalate to the central bank.
- Lost Phone Response: Customers must dial
*100#from another Airtel line, select self-help, report theft to police immediately, and avoid storing PINs/security answers on devices. - Transaction Reversals: Erroneous transfers can be reversed via
*185# → Send Money (1) → My Transaction Reversals (5) → Initiate Reversal (1). Disputed funds are frozen pending a court order. - Complaint Resolution: All lost-money claims are “evaluated on merit.” Airtel compensates losses caused by system/process failures; criminal cases go to law enforcement.
Crackdown on Fraud
Airtel warned against abuse of its reversal system by “dishonest people” attempting to reverse payments for consumed goods/services. It pledged collaboration with police to prosecute fraudsters – “whether staff, partners, or customers.”
Commitment to Transparency
Reiterating its focus on data security, Airtel stated: “Transaction details are shared with verifiable persons only,” promising ongoing customer education, process refinement, and law enforcement support.
Official Channels:
▶︎ Phone: +256 200 202 003
▶︎ Email: customerservice@ug.airtel.com
▶︎ Registered Office: Airtel Towers, Plot 16A, Clement Hill Road, Nakasero, Kampala
The statement aims to restore confidence in Uganda’s mobile money ecosystem amid rising digital payment adoption.
Key Takeaways Table:
| Issue | Airtel’s Response |
|---|---|
| Social media allegations | “Misleading, unwarranted, designed to cause panic” |
| Lost phone procedure | Dial *100# → Self-help → Report to police |
| Wrong transfer reversal | Dial *185# → Options 1→5→1 |
| Lost money complaints | Evaluated on merit; compensated if system error or referred to police |
| Regulatory oversight | Bank of Uganda licensed with customer escalation path |
