Airtel Uganda breaks silence on alleged mobile money theft at funeral

Airtel Mobile Commerce Uganda Limited has broken its silence on allegations of mobile money theft following a disturbing incident involving Mr. Joseph Kayinga, who reportedly lost access to his Airtel Money account after his phone was stolen at a funeral.

In a public statement released Tuesday, Airtel confirmed it is actively investigating the case, which surfaced online on July 3, 2025, through a post on X (formerly Twitter) by Ms. Agather Atuhaire, a known civic activist. The company expressed regret over the distress caused and extended condolences to Mr. Kayinga, who was mourning the death of his brother when the theft allegedly occurred.

“We sympathise with Mr. Kayinga for the loss of his brother and the inconvenience caused by the loss of his phone to unknown persons,” the statement read.

According to Airtel, the stolen device was reportedly used by an unknown party to access Mr. Kayinga’s Airtel Money account. Upon learning of the incident via social media, Airtel says it contacted Mr. Kayinga immediately, advised him to report the matter to the police, and requested specific information to facilitate the investigation.

Airtel confirmed that Mr. Kayinga has been engaged “at all material times” during the ongoing investigation, and the company has committed to providing a final position on the case within 15 days.

“We reaffirm our support to the public and law enforcement in investigating any allegations of fraud,” the company said.

The statement also served as a reminder to customers to safeguard their PINs and update their security credentials regularly. Airtel emphasized that customer protection remains a core value and pledged continued efforts to rebuild trust through transparency.

This case has drawn public attention to the risks of digital fraud, particularly during emotionally vulnerable moments such as funerals, and raises broader concerns about mobile money security protocols in Uganda.

As the investigation proceeds, Airtel’s response will be closely watched, not just by Mr. Kayinga and consumer rights advocates, but by millions of Airtel Money users nationwide who rely on the platform for daily transactions.