KCB M-PESA customers in Kenya have raised concerns after reporting unexplained reductions in their savings balances, with some saying money disappeared without any withdrawal or transfer appearing on their statements.
One customer said she checked her account in the morning and discovered that KSh11,000 was missing from the KSh17,000 she had saved the previous night. Another customer also reported a balance that appeared lower than expected, saying the figures did not match the transactions shown on the account.
The affected customers shared screenshots showing their previous balances alongside the new amounts and tagged Safaricom while seeking an explanation. Their reports have since attracted attention online, with other users also raising questions about how savings balances could change without a corresponding transaction appearing on their statements.
The reports have caused concern because M-PESA is widely used by Kenyans to store and move money. Many customers rely on the service to keep savings for emergencies, household expenses, school fees and other important needs. Any unexplained change in an account balance can therefore cause serious concern, particularly when a customer cannot immediately identify where the money went.
Some customers said they were advised to check their statements again or provide additional information when seeking assistance. However, those who say they could not find a transaction linked to the missing funds have continued to seek clearer answers.
The situation has also generated strong reactions online. Some social media users have raised questions about whether there could have been a technical problem affecting account balances, while others have called for a detailed investigation. Claims that the issue was caused by an inside operation have also circulated online, although such claims have not been established by the reports provided.
The concerns come at a time when digital financial services play a major role in everyday life in Kenya. Customers expect transactions involving their money to leave a clear record that can be traced when problems occur.
Safaricom and KCB have yet to provide a detailed public explanation addressing the specific reports described above. Customers affected by unexplained deductions will want the matter investigated, with each transaction traced to establish what happened.
For those who have reported missing money, the key questions remain where the funds went, why no corresponding transaction appears on their statements and whether the affected balances can be restored.
Clear answers would help customers understand what happened and determine whether the problem was isolated or affected a wider group of users.
