Safaricom explains how business owners can replace names on M-PESA till numbers

As Safaricom's new Chief Financial Services Officer, Boniface Mungania faces the challenge of addressing customer concerns about M-PESA's security. Appointed on November 1, 2026, Mungania oversees the company's financial services, including M-PESA, which handles millions of transactions across Kenya. While Safaricom has not announced new security policies or specific reforms under Mungania's leadership, the scale of the business suggests that customer confidence, transaction security, and service reliability will shape public expectations of his tenure.

The Communications Authority of Kenya's consumer complaints report for Q1 2026/2027 reveals that digital financial services and mobile money faced 106 complaints, with 47 involving fraud and scams, and 49 related to cybercrime and criminal use of technology. These figures, though not exclusive to Safaricom, highlight the consumer protection challenges faced by operators of mobile money and digital services.

Mungania's role includes strengthening Safaricom's safeguards while maintaining accessibility and convenience for customers. The company has previously warned customers to verify payment requests and reported suspicious activities through official channels. Additionally, Safaricom has implemented 18 automated checks on its SIM replacement platform to detect suspicious activity, such as unusual location patterns and device behavior.

Mungania's background in M-PESA product development and payments gives him insight into the systems supporting these services. In an interview, he explained how customer transaction patterns influenced the creation of Fuliza, demonstrating the importance of customer behavior in shaping financial products. However, his tenure will be closely monitored to determine how Safaricom balances product innovation with reliable services and enhanced protection of customer funds and personal information.