When Patrick Hembi pressed “send” on his Airtel Money transfer in October 2023, thinking he was sending US$ 250 (around KSh 32,300) safely across the border from the Democratic Republic of Congo (DRC) to Zambia, he unknowingly triggered an ordeal that stretched almost two years and highlighted the fragility of digital finance.
The funds, meant for a trusted contact, went to a wrong number. Realizing his error, Hembi asked Airtel DRC for a reversal. His hopes were dashed: the money had supposedly already been withdrawn.
Undeterred, he traveled to Zambia and visited an Airtel customer center there. To his shock, staff said the number that received the money was inactive—and that the funds remained trapped in limbo. Despite repeated pleas, neither Airtel DRC nor Airtel Zambia provided any assistance.
With no recourse, Hembi sought help from Zambia’s Competition and Consumer Protection Commission (CCPC). Given the cross-border nature of the case, the CCPC forwarded it to the COMESA Competition Commission (CCC), which upholds consumer protection across 21 member states.
For the Commission, Hembi’s struggle was not just about one person losing roughly KSh 32,300 but about a broader issue: ensuring safety nets keep pace with financial innovation.
“Mobile money has revolutionized financial inclusion,” the Commission said. “But when mistakes happen, consumers must not be left stranded.”
Both Airtel DRC’s and Airtel Zambia’s Terms and Conditions permit erroneous transfers to be reversed—provided the funds had not been redeemed. Their policies even warn recipients that misuse of such funds could lead to prosecution.
“….Airtel Money reserves the right, at its sole discretion, to cancel and/or reverse a Transaction if reasonable grounds such as manifest error or fraud are shown and provided that the recipient has not redeemed the E-Money and the reversal claim is made within one (1) month of the erroneous Transaction date…You may be liable to face prosecution for consuming or utilizing funds sent to you in error”.
Since the incorrect number was no longer active, the Commission found Airtel’s failure to act was likely unfair and potentially “unconscionable” under COMESA competition rules.
On April 15, 2025, the Commission formally engaged the Airtel entities, warning that investigations would follow if the funds were not returned. Within three weeks, on May 5, 2025, Airtel worked with its international transfer partners to reverse the KSh 32,300 into Hembi’s DRC account.
Closure of the case represented more than just reimbursement—it was a win for consumer rights in Africa’s fast-evolving fintech landscape.
