Before the dust could settle, tens of people came up with different stories, lamenting how they lost their hard-earned bucks at the hands of this very bank. One of such victims is Maxwell Lawrence Muyonjo, our ardent reader. He sent us a DM last night, offering his story for publication, who knows, it could help an unsuspecting client or two! Below is his slightly edited story…

Open Quotes: Hello The Investigator, good morning, I saw your publication on your platform about Equity Bank robbery. I have also been a victim of their internal fraud. I was robbed of Shs30.6 million through Mobile banking and here is my Story, I request u to publish.

On Friday 16^th December 2022, I lost my mobile phone in the night and the next day on Saturday 17^thDecember, someone accessed my mobile banking by managing to reset my mobile banking PIN and withdrawing or transferring up to UGX30.6M out of the account and to top it off, applying for a 500K instant loan. I reported the issue to Equity bank and also logged a case with CPS [Central Police Station].

On 19^th January 2023, (over a month of waiting) Equity Bank called me to pick up a letter with their feedback regarding this theft. The feedback shared states that the thieves reset my mobile banking PIN and received OTP since they had my simcard. However, they completed the second level of authentication using my VISA Card. But the VISA Card was in my possession and still is till to date.

They cannot explain how they obtained my card details. Also, before they reset PIN, they logged into USSD and conducted two balance enquiries. I, in turn, have carried out my own investigation and their response raises the following questions and subsequent findings. Firstly, Equity has two mobile banking Apps running. These are Eazzy App and Equity Mobile, and the USSD *247#.

The Eazzy App is the old App which takes 4-digit PIN whereas the Equity Mobile is new and takes 5-digit PIN. The USSD takes the 4-digit PIN used on the original Eazzy App. In August, while at one of their branches, I was advised by a bank staff to upgrade to the new App as it was more secure. This, I did and un-installed the old App from my phone. However, it turns out that both these Apps are running and the thieves managed to take out the 500K loan from the old App that I thought I had got rid of by registering onto the new App.

Equity says as a customer, its upon me to tell them to discontinue or delete my profile from the old App but they insist on running both Apps because they have not completed migration and upgrading all services onto the new App! How is this the customer`s problem? They are surely not protecting us. My old profile is available, yet I think, like I was told, that it was de-registered since I upgraded to a new and better App!

Secondly, their daily transaction limit for mobile banking is UGX50M! This is not restricted to the usual lower limits of UGX800k to UGX2M that most banks have in place except if a customer takes it upon themselves to request for a limit increase. They therefore aided in the UGX30.6M loss that took place in a single day. This is truly unacceptable as customers are exposed.

Thirdly, the receiving equity bank account withdrew the funds on that same day of transfer and routed to other mobile numbers. On investigations by police upon issuance of a court order to Equity directing them to provide the account opening documents, they seem to have disappeared or never been in existence. They could only share a photo of the account holder and their national ID. Question here is how was an account opened without KYC or account opening documentation? Is this a well-planned crime syndicate operating within Equity?

Fourth, successful PIN reset using my VISA Card that I had in my possession on the day PIN was reset – currently on the new equity App, in order to reset PIN, you receive an OTP and then complete the transaction by either answering some of the security questions you set at registration, contacting the call center or physically visiting Equity. The option for inputting card details is not available.

Fifth, upon complaining to CPS, they were not surprised it was Equity Bank! Apparently, there are numerous complaints and cases logged by customers to Police regarding theft on their mobile and internet banking, out of 10 cases, 9 are from Equity. One policeman even commented thus; “Equity will never allow to pay you that money, and if you are wise, you will close your account and RUN.

Regards

Maxwell Lawrence Muyonjo; Close Quotes.   

Along the way, a cluster of Ugandans started insinuating that we had issues with Equity Bank, most probably some individuals in-there. But we have a `PHD` in how some Ugandans can mysteriously take issues. To this end, even Equity Bank management dragged us before UCC over some stories `against` them. We submitted ours to the same.

Today, Ugandans woke to more ugly news about this same Bank. It is wrapped in a dossier written and submitted via social media, by a respectable veteran sports journalist, Aldrine Nsubuga who, was approached by a victimized Equity Bank customer, Rose Ahebwa. Below, is slightly edited version of Nsubuga Snr`s post. Read on.

The Dossier

Rose Ahebwa walks in my office with red eyes and a ghastly look. In tow is her brother, a one Emma. Their world has sunk under their feet. They are here only because they have nowhere else to go. They have reached the end of the line.

One and a half months ago, they were celebrating as a family but now, the family is about to be split over UGX47M that Equity Bank stole on 18^th December, 2022. When Rose received a customer service call a few days after opening an account with Equity Bank, where she deposited the money in 2^nd week of December, she innocently answered all their questions.

All seemed okay.  A few days later, she was looking into an empty account. She had gone to make a withdraw. The entire UGX47M had gone!  “Sorry mum, you only have 27,000/= on your account” a teller told her. In an instant, her world turned to rubble. This wasn’t her money. It was family money.

The bigger shock however was how the bank, from teller to manager, to a top boss – all avoided to answer her question of; “where did my money go?” She reported the case to police on 19/12/22 [vide Case Ref: SD 44/19/12/2022], a day after the money was stolen but this was against the bank’s advice as they had promised to ‘resolve this internally.’   What has happened since she reported the case is every bank customer nightmare.

At Equity Bank, every manager she has been referred to has been evasive. It’s as though they all fear someone at the top will find out who helped her! Rose never registered for internet banking. Armed with bank statements and other documents which clearly back up her case, she begged for my help.

“I need a voice Aldrine. Please echo my pain. The money is for the family.”  Equity Bank’s manner has been ice cold. Sadistic, even. From top, everyone knows that it is an inside job. The attitude from the chain of command towards Rose has revealed a darker secret within the bank – the big people know. They are complicit. If a customer has not withdrawn money, who has access to their account? The bank.

In Kenya, Equity Bank is one of the biggest, if not the best bank. Not only have they won numerous awards in the industry but they are reputed for their excellence at customer service. Here in Uganda; the numerous cases at central police against Equity Bank, many of which have gone unresolved, project a grim picture. The cartel inside has ensured that customers never get justice. No one will know about it.

Rose has nowhere else to go as blocks have been put at every possible help desk at Equity.  Her example is only a tip of an iceberg. As she shed tears Infront of me, I wondered just what I can do to help. She has engaged a lawyer and Police but who is she? The bank doesn’t care because they know the case will run cold.

UGX47M family savings gone, with a husband demanding an explanation every day for the last one and a half months. This must be hell for any wife. A family is breaking. The thieves at Equity Bank are laughing scornfully. Rose Ahebwa’s case is water tight. No third parties. UGX47M was deposited to open the account and [the same] disappeared after two weeks. Just like that.

We all have bank accounts. It could be any one of us in her position. Should we let Equity Bank continue to act arrogantly and fail to refund Rose Ahebwa’s money? I say no. Let’s save a lady’s marriage. If this happened at Equity Bank Kenya, Rose would have had her money back by now.

If you know any one at Equity Bank, tag them. Tag management. Let them know that we are at them. Ugandans have lately learned how to fight for their rights. And if you have an account with Equity Bank, the writing is on the wall. Your money is not safe.  People, let’s help the lady – it’s Shs47M we are talking about. Family savings.