Many Kenyans have recently turned their attention to Safaricom after Leah Awiti Omil, a well-known career coach, released a video accusing the telecommunications giant of exploiting its customers.
In her viral Facebook video titled “Series One: Safaricom PLC is Stealing Your Money,” Omil boldly claims that Safaricom has created systems that make it easy to steal from unsuspecting users.
Her video has spread widely, attracting thousands of comments and stories from people who say they have also lost money mysteriously through the company’s services.
Omil narrates in detail how her own experience led her to believe that some Safaricom systems may not be as secure as the company claims.
She points out that a sudden loss of network signal on a Safaricom line could mean that a SIM swap has been done without the owner’s consent.
According to her, this is a common trick used by fraudsters to access people’s mobile money accounts. What has angered many Kenyans even more is her allegation that some Safaricom employees might be working secretly with criminals to target and drain customer funds.
The claims have reopened past conversations about Safaricom’s role in protecting user data and money. In 2024, there were reports that an employee from the company was involved in a large M-Pesa fraud case linked to the National Hospital Insurance Fund, where millions of shillings were allegedly stolen.
Many Kenyans who watched Omil’s video now see it as another reason to demand more accountability and transparency from the company.
Omil also mentioned that customers are quietly losing money through what she called hidden deductions. She said that Bonga points are sometimes used automatically without permission and that some people notice unexplained charges that are difficult to trace.
Her frustration reflects the experiences of many Kenyans who say they have reported such issues to customer care, only to be met with unclear responses or no help at all.The viral video has pushed social media users into heated discussions about whether Safaricom is doing enough to protect its customers.
Some believe Omil is raising genuine concerns that have been ignored for too long, while others think her claims should be properly investigated before judgment is passed. What is clear, however, is that the trust between Safaricom and its users appears shaken once again.
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