Hon. Agnes Kagure, a prominent Nairobi-based businesswoman, has publicly accused Safaricom PLC of unauthorised deductions from her airtime.
Kagure took to Twitter to express her frustration, stating, “Safaricom_Care what’s the issue with endlessly deducting non-existent Okoa Jahazi from my airtime? This is quite irritating.”
Hon. Agnes Kagure during her doctorate graduation
This statement has triggered a heated debate among Kenyans, many of whom shared similar experiences with Safaricom and other telecos where money have been lost and nothing happened.
Nevertheless, Kagure’s tweet has sat well with Kenyans who have long felt aggrieved by what they describe as unexplained deductions for services they did not use or request.
Okoa Jahazi, a service that allows users to borrow airtime and pay it back later, is at the centre of these allegations.
Also, This latest accusation by a high-profile figure like Kagure has increased scrutiny of the company’s practices.
A section of Kenyans are now calling for greater transparency and accountability from Safaricom and other telecommunications companies, demanding that companies must develop logistics that will see customers’ Issues addressed once and for all to void recurrent.
Agnes Kagure interacting with a group of Nairobians
All the same, Safaricom, the largest telecommunications provider in Kenya, has faced criticism before over its handling of data bundles and airtime charges.
In response to Kagure’s complaint s, Safaricom’s customer care team quickly reached out, asking for her details to investigate the matter further.
However, this gesture has done little to quell the growing discontent among users who feel that such issues should not be recurring in the first place.
It remains to be seen how Safaricom will address these concerns and what steps will be taken to restore consumer confidence. For now, the debate continues, and the pressure mounts on Safaricom to provide satisfactory resolutions to its customers.
