Safaricom explains data services after customer backlash over bundles offer

Safaricom recently faced criticism from Kenyan customers over alterations to certain data bundle options, sparking a debate on the value and accessibility of mobile data packages. The controversy came to light when a user on X, identified as Boke, lodged a complaint on August 15, 2026, regarding the cost and validity of some of Safaricom’s data packages. Boke expressed frustration over the pricing, stating that a 1GB data bundle for 99 bob only lasted five hours, questioning the worth of such an offer.

Safaricom Care responded to Boke, apologizing for the inconvenience caused and emphasizing that data offers are subject to change. "Hello Boke. We are sorry for the frustration caused. We understand your concern regarding the current data offers. Please note that offers vary and may change from time to time. We appreciate your feedback," Safaricom Care stated. This response highlighted the company’s openness to customer feedback, acknowledging the evolving nature of its data offerings.

The dissatisfaction extended to other subscribers who questioned the fairness of Safaricom’s pricing structure. One customer wondered why all the company’s offers seemed unfavorable to them, suggesting that the telco might be a monopoly with limited options for consumers. Despite this, Safaricom Care maintained that its offers were tailored according to current pricing and business necessities, yet welcomed further feedback from customers.

These complaints emerged shortly after Safaricom announced changes to its data bundle structure, including limitations on the availability of its one-hour 1GB package. Previously available throughout the day, the bundle was restricted to certain hours as part of a broader review of its data products. Additionally, Safaricom introduced new "Pata More" packages, such as 250MB for Ksh20 and 1.5GB for Ksh99, aimed at catering to budget-conscious users.

The revised packages have triggered discussions among customers who rely on affordable, short-term bundles for activities like browsing, social media use, and other online tasks. The latest complaints emphasize the heightened sensitivity among Kenyan consumers regarding the pricing, validity, and flexibility of mobile data packages, given the growing importance of internet access in daily life.