A social media storm erupted on September 5 after an X (formerly Twitter) user, Herine Lando, shared a heartbreaking story accusing Safaricom PLC of failing to assist in tracking the criminals who carjacked her sister.
According to Lando’s detailed narration, her sister was robbed of everything, including her phone, after the attack.
In a series of posts, Lando expressed her frustration with Safaricom, accusing the company of withholding critical M-Pesa transaction information that could have aided in tracking the perpetrators.
Lando revealed that her sister had requested a full M-Pesa statement, hoping to identify where the stolen funds were transferred. However, they received a statement with some names blurred out, especially for transactions made on the day of the carjacking.
Safaricom CEO Peter Ndegwa. Photo: Safaricom Source: Facebook
“Tell me why Safaricom is refusing to give us complete M-Pesa statements of the monies that were sent to unknown numbers?!” Lando asked in her viral post, which quickly gained traction.
Safaricom Care responded, citing data privacy laws that prevent them from revealing full transaction details. They advised the victim to report the matter to the police. However, Lando disclosed that her sister had already reported the incident and presented an OB number to Safaricom, yet no substantial help was provided.
This triggered outrage, with Lando posting: “We went to Safaricom with an OB number. Now DCI can’t proceed because you don’t want to release the statements!!!”
The incident has sparked significant public criticism, raising questions about Safaricom’s role in assisting victims of fraud and criminal activity. Many users have since called for better cooperation between service providers and law enforcement to combat such incidents.
Also, it can’t be forgotten that Safaricom PLC, a telecommunication giant that used to be the better option for Kenyans and East Africa at large has of late turned out to be a crime scene with damning allegations of Poor service, aiding abductions by govt among others resurfacing.
Screenshot showing series of X posts from Herine Lando’s account
