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What ‘Angella Namatovu’ is not Telling the Public; Equity Bank Speaks Out on Customer’s Missing Funds

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Angella Namatovu, a customer of Equity Bank

Equity Bank Ltd has trashed what it called malicious allegations that have going on some mainstream media platforms and social media platforms, alleging that it (Bank) ignored a complaint by a customer who reported his missing funds.

On several online blogs, Twitter, and Facebook, Angella Namatovu, a customer of Equity Bank accused the bank of being negligent and at the same time ignoring her plea when she lost her money from her Account.

In one of the latest stories, Namatovu has rushed to Courts of Law to warn the bank to return her missing funds or risk being sued, a move the bank described as being malicious since the investigations in the matter are still ongoing.

What Really Happened

On June 18 and 20, three transactions amounting to Shs5.1 million were made on Namatovu’s Account number 1010100909543. She reported the Case on June 23.

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In the June 28 letter obtained by DaParrot, Jael Christine Wawulira, the Head of Customer Experience at Equity Bank Ltd told Namatovu that the investigations into her issue had been internally fully conducted and preliminary key findings indicated that;

“The three transactions were conducted online using your debit card number 4860xxxxx9407 via Zazu Africa Limited (merchant) website. The merchant website is categorized as 3D Secure and fully complies with the VISA security protocols,” reads part of the letter.

According to Wawulira, every transaction is authenticated with the card number, customer verification value (CVV), and a transactional One Time Pin (OTP), which is delivered to the card holder’s telephone number.

“Our investigations established that all the three requirements were fulfilled for the transactions to be completed and that every transaction was authenticated with a one-time pin,” she said in the letter.

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Upon hearing from Namatovu that she did not receive the OTPs and transaction confirmation messages, Wawulira said that the Bank contacted Namatovu’s Telecom Service Provider (MTN), “who confirmed that the OTPs were delivered to your telephone number,”

The Letter from Equity Bank to Namatovu

“In light of the above findings, the Bank has escalated your complaint to the VISA team for further investigation and asked them to provide further details of the disputed transactions including but not limited to; the type of goods/service that were purchased, the address and telephone number of the beneficiary,” the letter adds

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She noted that it takes a period of 45 working days within which VISA will respond.

“VISA is a worldwide digital payments company providing transactions between consumers, merchants, banks, and other financial institutions. Considering the above, we request your patience until the Bank receives the above information to provide us with a basis for further action,” Wawulira said

Meeting with Namatovu

The bank in a statement said that it invited Namatovu who personally came for a physical meeting in its offices, where they were enabled to provide details to him.

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“The meeting agreed to escalate the complaint to VISA for further investigation and to ask them to provide further details of the disputed transaction including but not limited to; the types of goods/services purchased, the address and telephone number of the beneficiary,” it said

The press statement

Ms. Namatovu has however chosen to campaign on social media that she wants her money despite ongoing investigations yet she clearly knows that the investigation process with VISA takes 45 working days within which VISA will respond.

“The customer went herself to her telecom service provider and she was given information showing she received a pin. She says she had her phone and card, even posted on social media that she had it,” the statement reads.

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