Safaricom explains what to do when M-PESA money is deducted but recipient gets nothing
Safaricom has explained what customers should do when money is deducted from an M-PESA account, but the intended recipient does not receive the funds, following a customer complaint over a failed transaction. The issue was raised by a customer on X on Tuesday, August 18, 2026, who sought urgent assistance after her mother experienced a […]
Safaricom has provided guidance on what to do when money is taken from an M-PESA account, but the person who was supposed to receive the funds does not see the money. This issue was brought to Safaricom's attention by a customer on social media on August 18, 2026. The customer, @Eli2ke, claimed that their mother's M-PESA account had been charged, but the recipient did not receive the funds.
"Hey @SafaricomPLC @Safaricom_Care, Why is my mom sending money, It gets deducted from her account but the intended recipient never receives anything?? Please respond its urgent," the customer stated.
In response, Safaricom advised the customer to verify the recipient's details and asked the recipient to check their M-PESA balance or statement. "Hello Hails. Sorry to hear this. If she has the confirmation messages and confirmed recipient information is correct, then issue may be with recipient," Safaricom replied. The company also suggested that recipients should not solely depend on SMS alerts to confirm if money has arrived in their accounts, as delays or unavailability of messages can lead to confusion.
"The recipient can confirm with M-PESA balance or statement if they are not getting messages and contact us for assistance," Safaricom advised.
Safaricom has been using its customer-care platforms to address inquiries related to M-PESA transactions and other mobile services. This clarification came a day after Safaricom explained how Business Till owners can monitor customer payments through their designated numbers. Safaricom explained that Business Tills have a separate notification line for payment alerts.
Additionally, Safaricom advised merchants to download the M-PESA Business App on their personal lines to track payments. The company's latest guidance emphasizes the importance of verifying M-PESA transactions using account balances, statements, and official Safaricom support channels when payment disputes arise. For those who have had money deducted but the recipient did not receive it, Safaricom recommends confirming the recipient's details and having them check their M-PESA balance or statement before seeking further assistance.
Written by urgent.news from People Daily Kenya's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
