[kictanet] Challanges facing Mpesa Agents

[Preston Odera]

Robert

I agree with you but the issue is when the problem happens the agents cannot reach the Safaricom hotline in good time. From the information it takes them between 30 to 60minutes to get thru to the hotline number. 

This is the issue I would like Safaricom to respond to. You can check from a few sample agents to realize the magnitude of the problem.



Preston


--- On Tue, 2/15/11, robert yawe <robertyawe at yahoo.co.uk> wrote:

From: robert yawe <robertyawe at yahoo.co.uk>
Subject: Re: [kictanet] Challanges facing Mpesa Agents
To: "Preston Odera" <podera_2002 at yahoo.com>
Cc: "KICTAnet ICT Policy Discussions" <kictanet at lists.kictanet.or.ke>
Date: Tuesday, February 15, 2011, 12:47 PM

Hi,
I raised this issue some months ago and Safaricom took action they have released a new SIM card that allows you to access your phone book when sending cash.
On the other hand can we appreciate the fact that sending money using mobile transfer services is actually sending cash.  If you got onto the wrong Matatu and got to the wrong destination can you really blame the Makanga?
Regards
 Robert Yawe
KAY System Technologies Ltd
Phoenix House, 6th Floor
P O Box 55806 Nairobi, 00200
Kenya

Tel: +254722511225, +254202010696

From: Preston Odera <podera_2002 at yahoo.com>
To: robertyawe at yahoo.co.uk
Cc: KICTAnet ICT Policy Discussions <kictanet at lists.kictanet.or.ke>
Sent: Mon, 14 February, 2011 19:33:10
Subject: [kictanet] Challanges facing Mpesa Agents

Can Safaricom shed some light on this:-

When money is sent erroneously to a wrong number it has been very very difficult to reach the customer care on time to report the incident resulting in loss of funds.

It would be interesting to get some statistics by month  on how
 much agents/customers are losing by not reaching the hotline in time. 

Information from agents indicates that it is near impossible to reach the hotline in time to safe the situation. The line is unavailable and could take from 30 to 60 minutes. Always the agents and their assistants have to suffer the loss. by this time money will have been withdrawn by the recipient.

Preston





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