Liankey Nyambura has come out publicly to call out Safaricom over what she describes as repeated and unexplained loss of data bundles and call minutes, saying her experience left her frustrated, exhausted, and feeling taken advantage of as a customer.
Speaking from her own personal experience, she says the issue began immediately after she returned to Kenya and has continued despite multiple purchases and careful usage.
According to Liankey Nyambura, the problem started on December 10 when she landed in Kenya and bought a KSh 2,000 all-in-one bundle at the airport.
She says the package came with 17GB of data, 1,000 call minutes, and free WhatsApp and SMS for 30 days. Shortly after, she tried to make a phone call but it failed, even though she still had many free minutes. It was only after buying an additional KSh 100 airtime that the call went through, raising her first concern about how the bundles were working.
A few days later, on December 13, she says she received a message claiming she had no active data bundles. This surprised her because she had spent most of the time at home using Safaricom WiFi. To stay connected, she went ahead and bought another data package worth KSh 3,000, which was advertised as 40GB for 30 days. She says the money was deducted from her M-Pesa, but she never received a confirmation message showing that the 40GB had been added to her line.
Liankey Nyambura says the situation became more confusing when, on December 22, she received a message stating that her 50GB data had been fully used.
She insists she could not understand how this was possible since she mostly relied on WiFi at home, at work, and at other places she regularly visited. She explains that she only buys mobile data for short moments when she is away from WiFi, such as during brief errands or short breaks.She also raises serious concerns about her call minutes.
On December 24, she received a message stating that out of her 1,000 free minutes, only 60 minutes remained. This meant that 940 minutes had supposedly been used. She strongly disputes this, saying she does not spend long hours on the phone and has asked Safaricom to clearly show which numbers consumed those minutes.
The problem did not end there. On December 25, she purchased another all-in-one bundle worth KSh 1,000, which included 8GB of data and 400 minutes. Despite this, she says that by December 28 she again received a message saying she had no active data bundles. By her own calculation, from December 10 to December 28, she had spent a total of KSh 6,297 on data and call bundles, yet still found herself disconnected.
Liankey Nyambura insists that her lifestyle does not support the level of usage being reported on her line. She says she cannot browse while driving and that most of her time is spent either at home, at work, or in places with WiFi.
She has now demanded a clear explanation from Safaricom and has warned that she is ready to take legal action and mobilize other Kenyans if her concerns are ignored.
Her account adds to growing public complaints about transparency, billing, and accountability in mobile services, and she says she will not remain silent until answers are given.
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