Safaricom is under fire after a customer claimed they were unable to trace Ksh 14,000 sent to the wrong number via M-Pesa. The customer, who had mistakenly sent the money to Fred Chege, shared their frustration after failing to locate the transaction in the M-Pesa statement.
Attempts to contact Safaricom for assistance proved unsuccessful, as shown in a video shared by X influencer Omwamba, where the customer’s calls to the service provider went unanswered.
Safaricom CEO Peter Ndegwa. Photo: Safaricom Source: Facebook
This incident has reignited complaints about Safaricom’s customer service, which has been under scrutiny for months. On June 25, during nationwide protests, the country experienced a major Safaricom network outage.
The timing of the outage coincided with reports of police shooting innocent citizens, leading to widespread criticism of the telecom company.
In addition, the arrival of Elon Musk’s Starlink in the Kenyan market has intensified complaints about Safaricom’s high prices and inconsistent services. Many Kenyans have voiced their frustration, comparing Safaricom’s costly rates to Starlink’s more affordable and reliable options.
Safaricom PLC graphic. Source: Facebook
With growing dissatisfaction, many customers are urging Safaricom to improve its services, particularly in terms of pricing and customer support. Some are even considering switching to alternative service providers, like Starlink, for their communication and internet needs.
As of now, Safaricom has not issued a formal response to the claims about the untraceable Ksh 14,000 transaction, but the issue has shone a spotlight on the company’s ongoing service challenges.
