Safaricom explains what customers should do when Zuri fails to resolve complaints
Safaricom has advised customers struggling to resolve complaints through its Zuri chatbot to privately submit their transaction details for further checks, following a subscriber’s appeal for help reaching a human customer care agent over a suspicious M-Pesa transaction. The guidance followed a Facebook exchange in which a customer, Marvel Ruanza Rayvon, asked how to speak […]
The Communications Authority of Kenya (CA) has explained how Safaricom customers can file complaints about poor service or unsatisfactory customer care if they are unhappy with a company's response. The regulator urged consumers to email the Authority at [email protected] when they are dissatisfied with a service provider's quality of service or feedback.
The Authority's response came after a complaint on X, where a user questioned whether Safaricom's customer care service was still functional after going unanswered for ten hours. The customer said they paid their bill at 2:48 PM, called the company, and still did not receive assistance or an acknowledgement. The complaint also involved difficulties renewing a Safaricom Home Fibre plan.
CA's response offers customers a direct way to address unresolved service complaints beyond the customer care platforms of their telecommunications provider. This incident underscores the importance of timely customer support, particularly when customers have already made payments but are unable to access the services they expect.
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.
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