Equity Bank Uganda has said it is investigating an incident where their customer claims to have lost Shs47m in alleged fraud.

Equity Bank in a statement said it is giving the incident due attention contrary to claims that it has been tossing around the complainant.

“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,” Equity Bank said.

They added: “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.”

This comes after Rose Ahebwa claimed she lost Shs47m on her Equity Bank account on 18th December, 2022.

According to Ahebwa, who has since opened a case with Police under Case Ref: SD 44/19/12/2022, said a few days after opening an account with Equity Bank where she deposited the money in 2nd week of December, she received a bank customer service call and answered all their questions.

Fresh details emerge

Although Ahebwa claims that Equity Bank stole her money amounting to UGX47Million, emerging details from her family members and other highly placed sources show that she is a party animal who actually lost her phone at a party in a Bugolobi Hotel .

A close relatives says Rose carelessly left her phone on the table at the party in Bugolobi hotel, went to serve food and booze, on returning she said her phone was lost.

Ahebwa, having connections in MTN, she just called her brother to block her line and replace her simcard. She didn’t report to Equity Bank on the matter.

“She only went to Equity after realizing her money had been withdrawn using her PIN which a relative says she had actually saved on her stolen phone.

The close relative said Rose Ahebwa lost mobile phone was Samsung flip.

“She left her phone on the table as she went to serve food. She only called her brother who works with MTN to block her mobile line.” said her relative who asked we don’t name them for family peace but wants the truth to come out, Equity being unfairly accused.

She only went to police to get a letter to MTN while replacing her line but even claims she has no memory of the reference number of police case when the bank asked her for the letter to help investigate the case.

‘So, when Rose went to the bank, she demanded a refund from the Bank, did not even allow for time for investigations.”

While Equity issued a statement saying they are investigating the matter, the declined to give interviews saying the bank does not discuss customer matter with the media.

Sources said the bank invited Ahebwa on Tuesday for a meeting with it’s managers but she did not go for the meeting and only to meet Aldrine Nsubuga, who has put up a one sided story.

Documents obtained by this newspaper shows that Ahebwa opened her account number in 2022 and she registered on Eazzy Mobile Banking. Details says, hee account was never registered for mobile banking.

She has even been buying airtime and food using the app.

Equity Bank Risk and Customer Experience team have met Ahebwa and shared progress of the investigations, this website understands but Aheebwa denies this version of events.

“We would like to assure our customers and the public that the Bank’s platform security and safety of customer funds remain our top priority.”

“We once again advise all our customers and the public to NEVER share their card details, PINs, ID and passwords of their bank and mobile phones with anyone,” Equity Bank 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.”’ Read the statement

“We are also in close contact with the customer to ensure that the matter is brought to closure.”

The bank also asked the customer to contact it on 0312 327 000, our verified social media accounts – Facebook (UgEquityBank) and Twitter (@UgEquityBank) if the lost the phone because there is a direct connection between the phone and the bank account.

“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,”said the bank in a statement.

“We urge all our customers to remain alert and vigilant in combating fraud by following the tips below”.

Equity Bank guidence on how to keep your account safe

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