Why do banks demand a board resolution to reactivate an account they themselves marked “dormant” simply because you did not transact?
Why design hurdles that punish a customer for inactivity instead of rewarding them for loyalty?

I see this as a paradox of modern banking. Banks preach financial inclusion while erecting barriers to access. They claim to protect you from fraud, yet what they protect is their bureaucracy.

A dormant account is not a risk; it is an untapped opportunity. In modern banking, smart banks treat dormancy as a trigger for engagement, not punishment. They call, they nudge, and they offer tailored products to reawaken your usage.

But many banks here still worship paperwork. They ask for resolutions, letters, and even fresh introductions. In a world of instant payments and mobile-first customers, this is tone-deaf. It sends a clear message: “We don’t really want you back.”

Great banks know better. They design seamless reactivation. One tap in the app. A quick biometric check. Immediate access restored.

Because the true test of banking innovation is not how you on board, but how you re-engage the silent customer.

Dormancy is not fraud. It is friction. And friction is a sign of a lazy strategy.

Let me take you straight to Owino market.
Picture a shop at the corner. The owner stocked it with shoes from Turkey, displayed neatly. But after three months, no customer bought.

The owner got tired, locked the door, and went home. Weeks later, a young man comes with money in his pocket, eager to buy. He finds the shop locked. He knocks. Nothing. He calls the owner.

The owner tells him: “To buy from me, first go to the LC1, then bring two witnesses, and then write a letter. Only then will I open for you.”

That’s exactly how many banks treat dormant accounts.
A customer trusted you with their money. Maybe life happened, they travelled, shifted jobs, or switched to mobile money.

Then one day, they come back, ready to transact. But the bank throws hurdles: resolutions, fresh signatures, endless verification. As if the customer is the problem.

This is not risk management but arrogance. Bank of Uganda we need your help here. Why should a bank classify my account as dormant even when I have resurfaced and ask me for a “board resolution”? What do they want to do with my bank balance on my “dormant account”?

I remain, Mr Strategy