Airtel Uganda has rolled out a new Anti-Spam Alert service aimed at protecting its customers from fraud and building a safer digital environment for all users.
The measure is part of an effort to strengthen information security and restore public confidence in the wake of mounting complaints over alleged mobile money fraud.
The announcement follows a heated social media campaign that began on Saturday, 2nd August, 2025, after human rights advocate and cartoonist Dr. Jim Spire Ssentongo took to X (formerly Twitter) to accuse the telecom of negligence.
Ssentongo reported that during a funeral, his other brother’s phone was stolen. Although the phone did not store his password or National Identification Number (NIN), the next day all his mobile money was withdrawn, and the thief even took out a loan in his name, which he is now required to pay to Airtel Uganda with accumulating interest.
“There is no way his details could have been accessed without an insider in @Airtel_Ug, or else @Airtel_Ug is that easy to hack and therefore not safe. Demands for a refund met indifferent ears of @Airtel_Ug,” Ssentongo posted.
His remarks sparked widespread responses from other Airtel Money users, many claiming they had abandoned the service due to persistent fraud incidents. Several alleged losing substantial amounts meant for school fees and business transactions.
In a statement dated 15th August, 2025, Airtel Uganda Managing Director Soumendra Sahu acknowledged the public concerns, expressed regret over the distress caused, and assured customers that their communication and personal data remained secure.
He said the company had placed the Anti-Spam Alert service into its network to identify and block fraudulent activity.
The statement highlighted the company’s commitment to customer security and privacy, expressing appreciation for those who have shared their concerns.
“We value your voices and are grateful you have spoken out. Our promise is steadfast: to ensure secure, reliable communication while upholding the highest standards of information security,” the statement said.
The telecommunication company also urged customers who have experienced fraud, whether involving staff, partners, or agents, to report the cases for investigation, adding that it was working closely with law enforcement to ensure accountability.
Sahu emphasized Airtel Uganda’s zero tolerance for corruption, fraud, and misconduct, and said the company is committed to holding nationwide town hall meetings to engage customers directly, hear their concerns firsthand, gather feedback, and reinforce accountability.
He acknowledged that losing a SIM card, especially when it is linked to personal data and finances, can be distressing and assured customers that Airtel is reviewing its processes to strengthen both protection and accountability.
The rollout of the Anti-Spam Alert marks Airtel Uganda’s latest bid to reassure customers that their safety is a top priority.
