Wrong Paybill M-Pesa reversals: Why Safaricom leaves customers to chase refunds themselves first
Customers who mistakenly send money to the wrong Paybill number are being directed to contact the recipient or business owner themselves to initiate a refund, rather than having Safaricom’s customer care team handle the follow-up directly. The issue emerged after a customer questioned Safaricom over its approach to handling mistaken Paybill transactions, arguing that customers […]
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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