Airtel Uganda has broken its silence after a barrage of social media complaints over alleged mobile money theft linked to its staff, acknowledging customer distress and pledging to tighten security and accountability.

In a statement dated August 15, 2025, Managing Director Soumendra Sahu said the telecom giant had “heard your concerns” and “deeply regret the distress this has caused”.

The complaints were a “moment of reflection” for the company, he said.

The uproar began after customers, led by academic and social media influencer Jim Spire Ssentongo, posted accounts of losing funds or having their SIM cards swapped without consent.

Many alleged involvement by Airtel employees or agents and said reports of fraud were often ignored or inadequately handled.

Mr Sahu did not admit direct staff culpability, but his letter stated Airtel was “reviewing our processes to ensure better protection and accountability” and would work “closely with law enforcement to ensure that anyone responsible is held accountable.”

The MD announced technical measures to protect users, including an embedded Anti-Spam Alert service in Airtel’s network, designed to detect and warn customers about suspicious activity.

Acknowledging that losing a SIM card “when it’s tied to your personal data or finances” can be devastating, Mr Sahu urged victims of unresolved cases to “come forward,” promising the company was “here to listen… and bring closure.”

The statement came as a surprise about-turn because Airtel had issued a statement on August 11 that seemed to downplay customers’ concerns.

“​Airtel Money is safe and secure,” the statement said. “The said allegations are misleading, unwarranted, and calculated, for reasons best known to the author(s), to create needless worry or panic.”

The Bank of Uganda, which supervises commercial banks and the telecommunication companies’ mobile money business, said it was not aware of any unresolved complaints raised through the proper channels.

“If you believe you have been defrauded through mobile money, first report the matter to your mobile money service provider,” it said.

“If you are not satisfied with their response, escalate it to the Bank of Uganda, especially if it concerns mobile money operations.”

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