Absa Bank Uganda is facing complaints from former Standard Chartered Bank customers over alleged unexpected account deductions, delayed ATM cards and digital banking challenges as the lender prepares to complete the migration of the bank’s retail and wealth management business next month.
Several customers have taken to social media to express frustration over the transition, with some questioning unexplained charges and changes to their banking arrangements ahead of the planned November 13, 2026, crossover.
One of the customers, Norah Kobusingye, said she had lost nearly Shs1 million from her account within 12 hours and had failed to obtain an explanation despite contacting the bank through its online platforms.
“Hello @AbsaUganda, you have deducted nearly UGX 1 million from my account in less than 12 hours. Since yesterday, I have reached out on all your platforms, but you have failed to explain what you’re charging me for,” Kobusingye wrote on X.
She said the deductions had affected her ability to meet her daily needs, describing herself as a young Ugandan struggling to make ends meet.
Screenshots she shared reportedly showed a Shs500,000 debit on October 28 and a charge of Shs150,068.50 linked to Shell Baraka in Kenya. The available information does not establish the reasons for the transactions or whether they were connected to the bank migration.
Absa responded publicly to the complaints, apologising to affected customers and indicating that the disputed transactions would be reviewed. The bank also asked customers experiencing similar problems to share their details for follow-up.
Other customers have raised concerns about receiving new account numbers, delays in obtaining ATM cards and difficulties accessing online banking services.
One user, posting under the handle AnDre, questioned the bank’s customer communication, saying nobody had personally contacted him to welcome him to Absa.
“Dear @AbsaUganda, no one has personally called me to welcome me to the bank,” he wrote, adding that customers expected better communication during the transition.
Another user, identified as Ssemujju, joked that Absa was about to receive a particularly demanding group of customers as it takes over Standard Chartered’s retail portfolio.
Migration scheduled for November
The complaints come as Absa prepares to absorb Standard Chartered Uganda’s Wealth and Retail Banking business following an acquisition agreement announced in October 2025.
The Bank of Uganda approved the transaction in 2026, paving the way for the transfer of the portfolio, which includes personal banking and wealth management services. Standard Chartered will retain its corporate and investment banking operations in Uganda.
Standard Chartered’s customer communication identifies November 13, 2026, as the expected date for completing the migration. The transition is intended to transfer the affected customers’ banking relationships to Absa.
When the transaction was announced, Absa said it would prioritise continuity of service and customer support during the transition.
David Wandera, Managing Director of Absa Bank Uganda, said the bank would draw on its experience from the transition from Barclays to Absa in 2019 to manage the integration while maintaining operational stability.
The bank also said customers would be informed of changes to their banking arrangements in advance.
Customers urged to report complaints
Absa has an established complaints-handling process through which customers can report disputed transactions and other service concerns. Its published procedure provides for acknowledgement of complaints, investigation and communication of the outcome to customers.
Customers facing unexplained deductions are advised to seek transaction details from the bank and retain relevant statements, notifications and complaint reference numbers while the matters are investigated.
It remains unclear how many customers have been affected by the reported problems, how many of the disputed deductions are linked to the migration, or whether the complaints reflect a wider systems issue.
The transition is a significant change for former Standard Chartered retail customers, who are preparing to move to a different banking platform while expecting continued access to their funds and services.
Absa’s handling of the complaints is likely to be closely watched as the November migration deadline approaches.
