The Peter Ndegwa-led Safaricom PLc, is facing a wave of backlash from frustrated customers on social media, particularly on X (formerly Twitter), over claims of malpractice and exploitation.
The complaints range from rapid data depletion to alleged involvement in network outages during politically sensitive periods.
A discussion on X highlighted cases of what users described as suspiciously fast data usage. One user shared a screenshot showing they purchased data bundles at 8:59 PM, only to receive a notification by 9:02 PM that their bundles were nearly exhausted.
Peter Ndegwa, Safaricom, Kenya’s leading communications company in Africa, Chief Executive Officer (CEO), speaks during an interview with AFP at the company’s headquarters in Nairobi on Septemer 11, 2020. – Safaricom is also the pioneer of M-PESA, the world’s most developed payment system. (Photo by Simon MAINA / AFP) (Photo by SIMON MAINA/AFP via Getty Images)
“How does Safaricom explain this? It feels like robbery,” they wrote, sparking a flurry of similar testimonies from other users.
Critics have also revisited Safaricom’s alleged role during the nationwide Gen Z protests in June 2024, where many young Kenyans were killed or injured during demonstrations against government policies.
Protesters accuse Safaricom of enabling a countrywide network outage during the critical moments of the unrest. The outage, which disrupted communication and online mobilization, left many suspicious of a possible collaboration with authorities.
Safaricom CEO Peter Ndegwa. Source: Facebook
Although Safaricom denied involvement, claiming technical issues, many Kenyans remain unconvinced, vowing “never to forgive” the company for what they view as complicity in silencing dissent.
The telecommunications giant has yet to issue a comprehensive response to the growing uproar.
However, customers are demanding transparency, urging regulatory bodies to investigate Safaricom’s practices. The company, which boasts millions of subscribers, now finds its reputation on the line as calls for accountability grow louder.
Safaricom CEO Peter Ndegwa. Source: The Star/Facebook
The unfolding crisis has highlighted growing public frustration with corporate monopolies in Kenya, with many urging alternatives to Safaricom’s dominance. Whether the telecom giant will address these grievances or face further scrutiny remains to be seen.
