A Ugandan woman is seeking accountability from Airtel Uganda after reporting the loss of UGX 360,000 from her Airtel Money account through a transaction she says she did not authorize.
On July 10, Salmah shared screenshots on social media showing several debits from her Airtel Money wallet. The records indicate that UGX 360,000 was transferred to an MTN mobile number through the MyAirtel application, leaving her account balance at just over UGX 12,000.
The following day, Salmah visited an Airtel customer service centre in Kampala to report the incident.
According to her account, an Airtel public relations representative reviewed the complaint and confirmed details associated with the recipient's mobile number. She says she was informed that location information linked to the transaction could be obtained as part of the investigation, but that no assurance of a refund could be provided until internal inquiries were completed.
The matter has since been escalated within Airtel for further investigation.
The case adds to growing concerns about the security of mobile money platforms, which have become a critical part of Uganda's financial system. Millions of Ugandans rely on mobile money services daily to send and receive funds, pay bills, and conduct business transactions.
As digital financial services continue to expand, fraudsters have increasingly adopted sophisticated tactics, including SIM swap fraud, phishing attacks, social engineering, and unauthorized account access. Regulators and telecom operators have repeatedly urged customers to safeguard their PINs, avoid sharing one-time passwords, and report suspicious transactions immediately.
Airtel Money operates as a licensed payment service provider regulated by the Bank of Uganda and provides formal channels through which customers can report disputed transactions and suspected fraud.
As investigations into Salmah's complaint continue, the outcome is likely to be closely watched by consumers, particularly as concerns over mobile money security remain a key issue in Uganda's increasingly digital economy. Airtel Uganda had not publicly commented on the specifics of her case at the time of publication.