Dear Nyaminani Jean baptiste, thank you for your feedback on the transaction on ATM that occurred at Huye Branch on 22/9/2009. We regret the inconvenience you faced regarding this service.
Let us take this opportunity to explain to you that ATM technical malfunction may occur at any time due to errors in the systems. These ATM scenarios can happen not on Ecobank ATMS but on any other bank ATM world wide.
However our immediate findings on the matter on your personal account reveal that a reversal was made on 24/9/2009 with the same amount you had tried to load from the ATM.Please verify this on your account.
We wish to correct the erroneous statement which purports robbery on the part of the bank. We would want believe that the statement was due to lack of appropriate vocabulary.
We therefore wish to state emphatically that Ecobank Rwanda being an affiliate of a pan African Bank with over 20 years of experience on the continent represented in 29 countries does not indulge in robbing its clients.
We further wish to clarify that such occurrences happen to all ATMs worldwide.
It is also known fact that it normally takes within 24- 48 hours to verify the claims by the client and do a refund where proved correct, as there have been a few cases of attempted fraud.
While regretting the incident which may have caused an inconvenience to you, we wish to assure all our clients that we will continue to protect their deposits by being more diligent and also keep improving on the investigative period required for such claim.
We take this moment to thank you and also correct the bad impression created by this.
As earlier stated we apologize for any inconveniences you have encountered.