Airtel Uganda, one of the country’s largest telecom providers, is facing growing backlash following numerous reports of customer funds mysteriously disappearing from Airtel Money accounts.

The hashtag #StopAirtelTheft has gone viral on X (formerly Twitter), with victims sharing harrowing experiences of fraud, negligence, and lack of support.

Claims of Stolen Mobile Money and Failed Reversals

One user reported that on April 4th, 2025, UGX 1.24 million was withdrawn from their account without authorization, even though they had their phone physically in hand.

“They sent me to Bugolobi, but it was all a waste of time. These fraud stars are well protected by law,” the victim stated.

SMS screenshots reveal failed reversal attempts, with Airtel advising the customer to “contact the receiver,” who has allegedly vanished with the funds.

Another user, Sheila, a mobile money operator, mistakenly sent money to the wrong Airtel agent number. Despite several calls to Airtel’s helpline, her issue went unresolved, and she lost UGX 250,000.

“They didn’t pick my calls, and shockingly, they couldn’t even block the fraudster’s line,” she explained.

Delayed Action and Contradictory Statements

Airtel Uganda claimed to have learned of a specific fraud case on July 3rd, 2025, through a social media post. However, screenshots and timelines from users show the matter had been reported weeks earlier, both privately and through customer service.

“Even if they learned about it on July 3rd, it’s been over a month. Airtel only responded when online pressure increased. Is that commitment or just PR?” one post asked.

Disturbing Patterns of Fraud

The tweets under #StopAirtelTheft suggest a recurring pattern:

– Mobile money is withdrawn immediately after phones are stolen.
– Loans are mysteriously taken out using the victims’ Airtel lines.
– Previously inactive SIM cards are reassigned without notice, along with users’ balances.
– Multiple reports of unauthorized deductions, with no resolution or refunds provided.

One user asked a chilling question:

“Do you share customer PINs with robbers? There’s too much consistency in these fraud cases to be a coincidence.”

Where Are the Regulators?

Frustration is also directed at the Uganda Communications Commission (UCC) and Bank of Uganda (BoU) for what many see as indifference.

“Who protects telecom customers in Uganda? Airtel and MTN have no competition, and no one holds them accountable,” another user tweeted.

The lack of regulatory intervention has left many Ugandans feeling helpless, with limited legal or institutional recourse when they lose money via mobile money platforms.

Customers Demand Real Action

The campaigners behind #StopAirtelTheft are demanding:

– Full reimbursement of lost funds
– Internal investigations into fraud incidents
– Stricter regulation of mobile money operations
– Public accountability from Airtel Uganda and its agents

As one viral post summarized:

“We only come online when left with no option. We are tired. We are angry. And we deserve better.”

Final Word

With #StopAirtelTheft trending and thousands engaging in the conversation, the ball is now in Airtel Uganda’s court. Ugandans are demanding not just statements, but solutions.

📢 Have you experienced mobile money fraud or poor service with a telecom provider? Share your story in the comments or tag #StopAirtelTheft on X.