Liankey Nyambura has openly challenged Safaricom PLC and the Safaricom Investment Cooperative after what she describes as days of unexplained losses of data and call minutes, leaving her exhausted, angry, and feeling cheated.
Her story is not dressed up or theoretical. It is a detailed account of dates, amounts paid, messages received, and services that failed to work as promised.
At the center of her complaint is a direct accusation that Safaricom’s data purchase system, especially the *544# code, operates like a con that drains Kenyans’ money without delivering value.
On December 10, after landing in Kenya, Liankey purchased a KSh 2,000 all-in-one bundle at the airport. The bundle came with 17GB of data, 1,000 minutes, and free WhatsApp and SMS for 30 days.
This purchase was made around 12.48 a.m. On paper, everything looked fine. However, the problem started immediately.
The same day, she tried to make a call, but it could not go through despite having 1,000 minutes. Only after buying an extra KSh 100 airtime did the call connect.
This raised the first red flag. If minutes were available, why was airtime needed to complete a call?
On December 13, she received messages saying she had no active data bundles.
This was confusing because she had spent the previous two days at home using Safaricom Wi-Fi. To fix the issue, she bought another bundle worth KSh 3,000, which was supposed to give her 40GB for 30 days.
The money was deducted from her M-Pesa, but she did not receive any confirmation message for the 40GB. Still, the deduction went through.
Days later, she received messages implying the data was already finished.
On December 22, she received a message saying her 50GB was over. Shocked, she bought the KSh 99 daily bundles on the 22nd, 24th, and 25th to stay connected. Then came another alarming message.
On Wednesday the 24th, Safaricom informed her that only 60 minutes remained from the original 1,000 minutes, meaning 940 minutes had allegedly been used.
Liankey strongly disputes this. She openly demanded Safaricom to show call records and prove which numbers she called to consume 940 minutes.
To her, this claim makes no sense and feels like daylight theft.
On Thursday the 25th, she purchased yet another bundle, KSh 1,000 all-in-one, which came with 8GB and 400 minutes. At this time, she was at home and at her reserve, both with Safaricom Wi-Fi.
Despite this, on December 28, she again received a message saying she had no active data bundles.
Between December 10 and December 28, a total of 18 days, Liankey calculates she spent KSh 6,297 on data bundles and lost 940 minutes. She insists this usage is impossible. She explains that she has Wi-Fi at home, at work, and at her reserve.
When not in these places, she is either driving or briefly out during lunch breaks or at the salon. She cannot browse while driving and only uses mobile data for short moments.
Frustrated and tired, Liankey has given Safaricom 24 hours to explain. She has warned that if no clear explanation is given, she will sue and lead a campaign to stop Kenyans from using Safaricom services.
She has even called on President William Samoei Ruto and other leaders to intervene, saying Kenyans are suffering under this company.
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