Safaricom PLC has long been seen as the leader in mobile services in Kenya, but recent experiences from loyal users are showing serious cracks in how the company operates.
One customer, who has used Safaricom for over ten years, shared an account that raises serious questions about transparency, reliability, and fairness in the company’s systems.
The user described a confusing M-Pesa transaction where they first sent Ksh 1,800 to a recipient at 6:14 pm.
Later, they attempted to send Ksh 18,000 to the same person, and the system seemed to process the payment.
However, the recipient confirmed that no funds had arrived. Only after the sender called to check did Safaricom release the money.
This delay suggests that transfers may not be as automatic as advertised and may be subject to manual intervention.
Customers rely on M-Pesa for instant payments, and such inconsistencies erode trust in a service that is supposed to be reliable.
Adding to the problem, the user received a confirmation for a payment to an Uber driver two hours after the transaction.
Delays like this are not just inconvenient—they create anxiety for people who depend on accurate and timely notifications for their daily financial needs.
These glitches suggest that Safaricom’s messaging and transaction systems may be facing deeper operational issues.
Customer support has also become harder to access. The user noted that the old 100 line, which used to provide quick and direct assistance, is no longer available.
Navigating support through other channels is now time-consuming and less effective, forcing users to endure longer waits for help.
This shift appears to prioritize company convenience over customer experience, even for those who have stayed loyal for years.A particularly troubling issue relates to credit services like M-Shwari.
Despite handling transactions worth 8.3 million shillings, the user still faces a zero limit on loans. This raises questions about the fairness and effectiveness of the algorithms that determine creditworthiness.
Loyal customers who actively use Safaricom services are being denied benefits they might reasonably expect, highlighting gaps in the company’s policies.
These experiences are not isolated cases but reflect broader dissatisfaction with how Safaricom handles everyday services. While the company continues to dominate the Kenyan market, such failures threaten to undermine the trust and loyalty that have built its empire.
Prompt fixes, clear communication, and fair treatment are essential if Safaricom hopes to maintain its reputation. Ignoring these issues risks alienating the very customers who have supported it for years, and continued neglect could give competitors a chance to close in.
Safaricom’s challenges go beyond technical glitches; they point to a system that seems more focused on protecting itself than serving its users. Addressing these problems openly is crucial to prevent further damage to customer confidence and to ensure that the company’s dominance is built on service, not just market power.
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