Safaricom faces intense criticism as claims of mishandling customer issues and neglect continue to emerge, causing widespread dissatisfaction among Kenyans.
One notable case involves Festus Kasyoka Mbuva, a resident of Lowell, Massachusetts, who allegedly lost Ksh 400,000 to fraudsters John Kariuki and Beatrice Gaitho.
Despite highlighting this incident on social media, Mbuva’s post was reportedly taken down, and his account restricted for 24 hours, raising doubts about Safaricom’s dedication to customer protection and transparency.
Fraud victims frequently voice frustrations with what they perceive as Safaricom’s dismissive attitude.
Many report encountering unhelpful customer service representatives who offer generic assurances of “ongoing investigations,” which often stretch out indefinitely.
This prolonged process leaves victims without compensation or any guarantees against future incidents.
Such practices erode the trust Safaricom has established as Kenya’s premier telecommunications provider.
Further compounding the issue are claims that Safaricom uses its advertising power to suppress unfavorable media coverage.
Observers assert that the company exerts significant influence over mainstream outlets to ensure critical stories remain unpublished.
Social media, often the only platform for airing grievances, is also accused of being subject to censorship and intimidation, fueling concerns about Safaricom’s handling of complaints and reluctance to address deeper problems.
These incidents highlight the serious risks customers face. M-Pesa, Safaricom’s flagship mobile money service, is trusted by many to secure their finances.
Depositing substantial amounts, like Ksh 400, should come with the assurance of safety.
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