For Jacqueline Uwiragiye, contributing to EjoHeza was an investment in her future. But after depositing RWF 6,000 at the Karambi Sector office, she was left wondering whether her money had actually reached her account after failing to receive the usual confirmation message.
Her experience is shared by several residents of Nyamasheke District, who say they face difficulties accessing or verifying information about their EjoHeza savings. While they continue contributing to the long-term savings scheme, they say the inability to confirm their balances creates uncertainty and weakens their confidence in the system.
“I contributed RWF 6,000 as usual, but I never received a message confirming that the money had been credited to my account,” Uwiragiye said. “I later went to the sector office, where officials confirmed that the contribution was recorded in the system, even though I could not see it on my phone.”
Evelyne Nyiransabimana, a resident of Kagarama Cell, reported a similar experience after contributing RWF 3,000. She said she was unable to verify whether her contribution had been successfully credited and believes contributors should have an easier way to monitor their savings.
Residents say being able to check their savings is essential because it reassures them that their money has been received and allows them to monitor their progress toward future financial security.
Authorities attribute the problem to limited awareness
Karambi Sector authorities acknowledge that some residents experience challenges accessing their EjoHeza information. However, they say the problem is not with the savings system itself but with how contributors access their accounts.
Jerome Nzayisenga, the Social Development Officer in Karambi Sector, explained that many contributors register using one telephone number but later change it or make payments using a different number.
“When residents try to access their accounts using a number that is different from the one they registered with, they cannot retrieve their information. However, when we search using their national identification number, we find that all their contributions are properly recorded,” He said.
Karambi Sector Executive Secretary Narcisse Hagenimana said the sector regularly receives such complaints and assists residents in verifying their savings.
“There is no evidence that contributors’ money has been lost or misappropriated. Most of the complaints result from a lack of understanding of how the system works and how contributors can access their accounts,” He added.
Residents and local authorities appreciate EjoHeza as an important initiative that helps Rwandans prepare for retirement and future financial needs. However, they believe more public awareness is needed to help contributors understand how to access, verify, and monitor their savings.
“Continued sensitization and strengthened outreach efforts are essential to ensure residents better understand the scheme and how to use its services,” said Hagenimana.
Despite the challenges reported by some contributors, EjoHeza continues to expand nationwide. By 2026, the long-term savings scheme had registered more than 4.3 million members, with total savings exceeding RWF 53.7 billion.
The figures reflect growing public confidence in the programme. However, residents say improving access to savings information and providing timely support whenever questions arise will further strengthen trust in one of Rwanda’s flagship long-term savings initiatives.
Author: Theogene Cyiza