Equity Bank Uganda Speaks Out after Customer Claimed Her Shs47m ‘Mysteriously’ Disappeared from Account

Equity Bank Uganda says it is seriously handling a case of a ‘client’ who claims that her Shs47m mysteriously disappeared from her account. 

Identified as Rose Ahebwa, the client accused the bank officials of ‘stealing’ her money. Available information indicates that Ahebwa opened an account with Equity Bank in December 2022, after which she deposited Shs47m.

Days later, Ahebwa would reportedly receive calls from staff in the bank’s Customer Service, encouraging her to sign up for mobile banking. But she reportedly declined to sign up for the product.

Ahebwa would reportedly move to make some transaction only for the teller to inform her that her balance was Shs27,000. She claimed that efforts to recover her money have been frustrated by staff at Equity Bank Uganda, whom she accused of failure to cooperate.

Some other people, claiming to be the bank’s clients, are also using social media to allege that they have mysteriously lost their money before and have not been helped. These claims remain unverified. Equity Bank Uganda has continuously asked customers to report such cases for investigation.

EQUITY BANK UGANDA ON ROSE AHEBWA’S CASE

In a statement, Equity Bank Uganda said it was handling the reported case with the seriousness it deserves.

“Dear Customers, attention is brought to the issue circulating on social media. We wish to confirm that the incident has been given due attention and is being handled with the seriousness it deserves,” the bank’s management said in a statement.

“While we cannot divulge customer information, we reassure our customers and the general public that the matter has been noted and due process is being followed to resolve the same. This includes collaborating with the relevant investigative authorities. We are also in close contact with the customer to ensure that the matter is brought to closure.”

Equity Bank Uganda has also encouraged customers to report any suspected cases of fraud on official communication channels. The financial institution also reiterated its commitment to keeping clients’ funds safe.

“For any concern or query, please do not hesitate to contact us on 0312 327 000, our verified social media accounts – Facebook (UgEquityBank) and Twitter ((UgEquityBank), or any Equity branch countrywide,” the bank’s management further told its customers.

“We affirm our commitment to enhancing our partnership and remain keen on investing in technology and other safety measures to ensure that the Bank remains a safe and secure place for all our customers’ funds and transactions. We urge all our customers to remain alert and vigilant in combating fraud.”

EQUITY BANK’S CUSTOMER SAFETY TIPS

1. DO NOT engage fraudsters on call or SMS. Equity Bank will only call you through 0312 327 000
2. DO NOT share your personal details, PIN, Passwords or OTPs with anyone including your family, relatives, or friends
3. REPORT any suspicious activity on your account or loss or misplacement of your phones through our Contact Centre
4. DO NOT give your phone, laptop or computer to strangers including those who purport to be from telcos etc
5. DO NOT give anyone access to your Banking App or Telco SIM card
6. DO NOT use public Wi-Fi to do your online or mobile banking