In Kenya, a wave of frustration is building among Safaricom customers, who are increasingly voicing grievances about unauthorized charges and opaque practices.
Recently, a well-known activist took to social media, expressing anger at receiving a notification of an “Okoa Jahazi” credit advance while their phone was on flight mode.
“I’ve just received a message that I’ve borrowed Okoa Jahazi yet my phone was on flight mode,” they wrote, adding frustration with Safaricom’s automated customer service.
Many others report similar issues, with charges for services they say they never signed up for, sparking calls for greater accountability from Kenya’s leading telecom provider.
One frequent complaint concerns Safaricom’s reliance on AI-driven customer service systems.
Customers have shared that it’s nearly impossible to reach human representatives for help, leaving them with unresolved issues and growing frustration.
This automation approach has led many to feel neglected by the company, especially as they struggle with unexpected charges.
With customer service becoming a growing point of contention, more users are calling for better support channels and a return to human agents who can address concerns directly.
A deeper and more concerning issue, however, relates to allegations of data-sharing practices. Some reports suggest that Safaricom has allegedly shared sensitive customer information, including call logs and locations, with government agencies, raising concerns over privacy and unauthorized surveillance.
Although Safaricom denies these claims, stating it only shares data upon receiving a valid court order, many Kenyans remain unconvinced.
They worry that their information is vulnerable to misuse, especially in a climate where some government entities have been accused of clamping down on dissenting voices.
The uproar has led to a movement, especially among young Kenyans, who have launched a campaign to boycott Safaricom.
This movement, spreading rapidly on social media under hashtags like #BoycottSafaricom, reflects a deep mistrust and demands for better protections of consumer rights and data privacy.
For many, Safaricom’s response has been inadequate, with calls growing for a telecom alternative that prioritizes customer well-being and data protection.
As the debate intensifies, Safaricom faces a critical moment.
Rebuilding trust may require the company to revamp its customer service model, increase transparency around data-sharing practices, and assure users that their privacy is protected under Kenya’s data laws.
For now, the public’s growing frustration signals an urgent need for change if Safaricom hopes to maintain its dominant market position and the loyalty of its users.
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