Translated SMS: “My cash collection ID card was taken by force by
one of your staff in the Mogadishu office when I went to collect my payments. I
want to know why he took my card and would like your help in getting it
back. The staff who took my card accused me of having a duplicate
card, which is untrue.”
From male beneficiary,
Cash Relief project, Bondhere, Mogadishu
Follow-up:
Step 1: Complaint sent to the Mogadish Cash Relief team
to investigate and send us a response.
Step 2: Mogadishu team sent this response – This man
has 2 ID cards for one family, because his late wife and him have applied as 2
separate families. His wife has recently passed away and he has been collecting
her cash as he is her next of kin, as written in our database. He has came to
the bank with his ID card to receive the payment, and DRC team at the bank have
realized he is collecting 2 payments for the same family, and have reported to
me (Zaima, DRC Cash project manager). We talked to the bank telling them
not to pay this ID card. After investigation we raised his case with the area
manager and agreed to take away his late wife’s card. He is among 14 other
beneficiaries who have now been stripped of their duplicate ID cards.
He has contacted DRC
Cash Project Manager by telephone and she has explained the cash policy that
each household is entitled only to 1 ID card for cash collection. The
beneficiary did not accept the policy and DRC’s decision. The project
manager asked him to come to the office to discuss face to face, he did not
show up. He called her 2 days ago, sounding angry and threatening her to make
“trouble” for the DRC if his late wife’ ID card is not returned to him. This
was reported to Mogadishu Area Manager.
Step 3: We have spoken to the beneficiary relaying the
above message from the project manager. He has confirmed the duplicate ID card
indeed belonged to his late wife. He, however, tried to explain that his late
wife's mother and her siblings were the beneficiaries of his wife's cash and he
is now in a difficult position to support 2 families. The feedback team has
again communicated to him the DRC cash policy, each household is entitled only
to 1 card and there is nothing else we can do to help him. Beneficiary is
notified of the complaint closure as the Mogadishu team has followed procedure
and thus he has no case. We have offered one last solution for him to meet the
cash team in Mogadishu and talk things thorough calmly so they maintain good
working relations.
