[kictanet] MPESA - Need for Consumer Protection (Attn:Safaricom)

Wed Oct 14 11:18:55 EAT 2009

Melissa,

Nice to know. 

But better still, in order to provide a certain level of Assurance that future and similar exploits are minimized, it would be better that corporates offering sensitive/critical public services be compelled by legislation/regulation to perform external and regular IS audits of their Business Processes.

Allow me to wear my other hat,
J.Walubengo, CISA.
www.isaca.org

Pro-claimer:(opposite of a disclaimer?)

The views expressed are both personal and a reflection of the ISACA-Kenya organisation that I am affiliated with :-)

J. Walubengo, CISA
www.isaca.org
(just speaking 

--- On Wed, 10/14/09, melissa makokha <mmakokha at yahoo.com> wrote:

From: melissa makokha <mmakokha at yahoo.com>
Subject: Re: [kictanet] MPESA - Need for Consumer Protection (Attn:Safaricom)
To: jwalu at yahoo.com
Cc: "KICTAnet ICT Policy Discussions" <kictanet at lists.kictanet.or.ke>
Date: Wednesday, October 14, 2009, 11:06 AM

Further to my previous correspondence on this matter, I am happy to report that the fraudster was arrested.  I sure hope he is prosecuted (by the police) "ndio iwe funzo kwa wengine wenye tabia kama hiyo."

A big hand to Mr Joseph and his team (as relates to this issue)  for putting this matter to bed in unprecedented speed. My little cousin is exhilarated.

Many thanks.

Melissa Nanjaya Makokha

From: Dorcas Muthoni <dmuthoni at gmail.com>
To: melissa makokha <mmakokha at yahoo.com>
Cc: KICTAnet ICT Policy Discussions <kictanet at lists.kictanet.or.ke>
Sent: Mon, October 5, 2009 10:56:33 PM
Subject: Re: [kictanet] MPESA - Need for Consumer Protection (Attn:Safaricom)

Well, someone also sent money to my number, i am not registered on M-PESA and was not allowed to withdraw it from the dealers because they said i was registered and could only change my SIM card etc at a Safaricom care centre... sadly, i have not had a chance to visit one.

However, the sender of my money said they did receive a confirmation that the money had been received successively to a "Steve Ogolla". I called customer care and was informed that the money would be returned to the sender in 7 days if i failed to withdraw it. To date, its over 14 days since this transaction happened,  the sender has not received back the money and i too cannot claim it. It may be "Steve" is already enjoyed the funds.

It would be good that Safaricom investigates this case to safeguard abuse and protect consumers! 

On Mon, Oct 5, 2009 at 8:49 PM, melissa makokha <mmakokha at yahoo.com> wrote:

Dear Safaricom MD

My little cousin, an upright citizen working for African Alliance received KShs.40,000 in two tranches, first 25 then 15k while she was in Uganda on business. She is a non-registered user. She arrived in Kenya before the 7 days expired ( period within which a non-registered user can withdraw cash) and was informed the money had  been withdrawn within two days at 3 points - Nakumatt Lifestyle and in Naivasha on the 1st day and thirdly in Mombasa.

The amounts were withdrawn by a fraudster named Grace Mumbi Muriithi.  This fraudster visited a safaricom dealer, swapped my cousin's sim card and registered her fraudulent name. My cousin has had the line for 5 years. When you log in the safaricom database for users, my cousin is the user of the line, and this
 fraudster Grace is the MPESA registered user.

Before you start, no, my cousin did not give anyone her PUK or PIN number and NO, she is not trying to defraud Safaricom. She has reported to the Safaricom office and of course was sent to the police to report the matter. She reported the same to Central Police Station. The police informed her that they have received similar cases of even larger amounts, KShs.50,000, 75,000 etc....but that Safaricom has not given them further facilities or support to investigate and the police do not know of any case that has been solved.

Dear MD, perhaps this sounds like a million other cases that you have heard.....my cousin is being shoved back and forth by safaricom customer care ...you have also received an email to this effect....We hope you will assist in having such fraudulent cases investigated.  My little cousin has suffered irreparable harm and injury to her feelings....and her wallet! We do not
 understand how another party can swap a sim, register an MPESA account with a different name from the user name without Safaricom customer care agents knowing or picking it up.

We hope Safaricom solves this issue. We hope my little  cousin is fully compensated by Safaricom...Whether it does or not....word has already began spreading out, at least to our family. We will use Postapay for the time being.....

From: Catherine Adeya <elizaslider at yahoo.com>

To: mmakokha at yahoo.com
Cc: KICTAnet ICT Policy Discussions <kictanet at lists.kictanet.or.ke>

Sent: Mon, October 5, 2009 2:51:06 PM
Subject: Re: [kictanet] Consumer Protection - Safaricom

Wamuyu,

I may be wrong but I think it is the way you borrow money from a bank and you have to pay interest or something like that. I think this service is sort of a loan.........................so I guess your  issue is whether the Kshs 5 is too much but charging something is within their right ( I may get hollered at for this). Another case in point is even those market women who loan maybe 500 shs from the market 'loan sharks' and have to pay back an extra 50 shs at the end of the day when they return the money. 

Anyway I am sure there will be more people on the list who can advice, I have a few clues on where to report but do not want to write so authoritatively. 

And Alex....congratulations are in order!

Nyaki

From: Wamuyu Gatheru <wamuyulearn at yahoo.co.uk>

To: elizaslider at yahoo.com
Cc: KICTAnet ICT Policy Discussions <kictanet at lists.kictanet.or.ke>

Sent: Sun, October 4, 2009 3:50:35 PM
Subject: [kictanet] Consumer Protection - Safaricom

Dear Listers,

Am a Consultant in Public Sector Governance who finds this list a most informative one ...a good example of how to dialogue for policy making.

I have a question. Where do I complain about Safaricom charging a Kshs 5 fee for their Kshs 50 credit advance service. Is this common in pricing? - For a company to charge a fee on a payment  made to them?

regards, Wamuyu

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My Blog: http://rugongo.blogspot.com/
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