Bank of Uganda issues notice on Mobile Money complaints
Customers at mobile money kiosks in Kampala. Mobile money agents across the country will start demanding a valid identity card before a customer transacts more than Shs1m on the platform. Photo: Daily Monitor
The Governor of the Bank of Uganda (BoU), Michael Atingi-Ego, has urged members of the public who fall victim to mobile money fraud to report cases through the established channels, assuring them that the central bank takes such concerns seriously.
According to the Governor, customers who believe they have been defrauded must first lodge their complaints with their respective mobile money service providers. If the response is unsatisfactory, the matter should then be escalated to the Bank of Uganda for further action.
“We must first understand the problem. Customers should report their concerns to their service providers. If the response is unsatisfactory, the Bank of Uganda will assess the matter and take the necessary steps to protect the public,” Mr. Atingi-Ego said.
The Governor emphasized that, to the best of the Bank’s knowledge, no mobile money complaints raised through the proper channels remain unresolved. He encouraged customers who feel their cases have not been addressed to contact the central bank directly.
For assistance, the Bank has provided the following contacts: fcem@bou.or.ug and info@bou.or.ug
Complaints can also be directed to the Director of Communications and Public Relations or the Director of National Payments Systems at the BoU.
The central bank’s statement comes amid growing public concerns that some cases of mobile money fraud may involve insiders within telecom service providers. The Governor noted that such claims would be taken seriously and investigated once formally reported.
The Bank of Uganda reaffirmed its commitment to protecting mobile money customers and strengthening public confidence in the financial system.
