Safaricom explains why you cannot always speak directly to human customer care agents

Safaricom, Kenya's leading telecommunications company, has addressed why callers to its customer care center do not always have the immediate option to speak with a live agent. This issue emerged after a subscriber, identified as @_mathamba on X on November 14, 2026, complained about the company's automated telephone menu not providing an easier route to live customer service. The subscriber questioned how callers could request assistance when their specific concerns were not listed in the prerecorded menu options.

Safaricom acknowledged the concern, stating that the availability of a live representative depends on the selection made through the automated menu. The company advised customers to reach out via the messaging platform, stating, "Please DM https://bit.ly/2lNteGi the issue we assist." The response implies that callers must navigate through the available service categories before being directed to a live representative, even if their concerns are not precisely listed in the menu.

This explanation comes as other subscribers have reported challenges in bypassing the automated customer care system. Safaricom has previously offered guidance on reaching a human representative without selecting a specific service category. For instance, prepaid customers can press 0 during the main menu to join a queue for a live agent, and customers who do not make a selection can access the 'Speak to an Agent' option after the automated menu plays for the third time.

Despite these efforts, complaints persist, with customers seeking clearer instructions on reaching a live agent, especially when their concerns are not listed in the automated menu. Safaricom operates different customer care numbers for prepaid and postpaid subscribers, both of which are free when calling from a Safaricom line. The company also encourages the use of digital channels, such as its official social media accounts and virtual assistant Zuri, which can handle routine requests like M-PESA reversals, PUK retrievals, airtime purchases, and subscription management.

However, automated assistance may not resolve every issue, particularly those involving disputed transactions, account investigations, or technical problems requiring further checks by customer care staff.

The Communications Authority of Kenya (CA) has also provided a recourse for dissatisfied subscribers, reminding them of their right to seek redress when dissatisfied with the service quality or feedback from their provider.