[kictanet] How secure is mpesa

Mon Jul 4 14:24:28 EAT 2011

Thanks Wachira for informing us on the steps that Safaricom is taking in
this matter.

As for the Paybill errors, I think that the arrangement suits both parties.

I like the USSD Paybill look up too.
On 4 July 2011 14:16, Wachira Kang'aru <wkangaru at gmail.com> wrote:

> Robert,
>
>
>
> Thank you for your feedback.
>
>
>
> We would like to take this opportunity to provide clarity on the reversal
> process and the steps we taken to ensure the integrity of the system and
> process while securing subscriber’s cash.
>
>
>
> Safaricom does not initiate the reversal but in our effort to assist
> customers who make genuine mistakes, we contact the PayBill partner with a
> request that they reverse the entry, which they are expected to do after
> establishing, on their side, that it is indeed a genuine error.
>
> Where a customer contacts us that they have paid to the wrong number, we
> follow the below process;
>
> 1.       The customer is given the contact numbers for the partner they
> paid in error to request for a reversal since as Safaricom, we cannot tell
> if the customer genuinely paid to the wrong client.
>
> 2.       If the customer is referred back to Safaricom, we contact the
> partner through an e-mail requesting for assistance.
>
> 3.       The PayBill partner then reverses the transaction by sending the
> money back to the customer.
>
> 4.       If the PayBill partner is unable to reverse the transaction, we
> reverse it back on their behalf after we receive the instructions from them.
>
> The challenge that PayBill partners have been facing is that the charges
> incurred by them after the reversal to the customer is not reversible.
> However, we recognize the inconvenience this may pose and our Product
> Development team is looking into this with a view to come up with a
> long-term solution. In the meantime, we request our partners to invoice for
> the value after which we refund them.
>
>
>
> On a wider scale, we are carrying out the BIG SIM (phone look-up)
> education to encourage subscribers to save PayBill numbers on their SIMs to
> avoid such errors.  We have also introduced  a service that allows our
> subscribers, on dialing *234#, to look up and verify PayBill account
> numbers. All this is actively done in keeping with our promise to give the
> best experience to our customers in all facets of our operations.
>
>
>
> We are happy to be part of this discussion and appreciate the feedback we
> are getting. We reiterate our commitment to continue reviewing our processes
> to improve service offerings.
>
>
>
>
>
> Regards,
>
>
>
> __________________________________________________
>
> Wachira Kang’aru
>
> Public Relations Manager | Safaricom |
>
> Telephone: +254 722 003973 |
>
> Mobile: +254 722 574424
>
>
> On 4 July 2011 09:13, robert yawe <robertyawe at yahoo.co.uk> wrote:
>
>>  Hi,
>>
>> I am writing this post with a heavy heart as it will likely reverse gains
>> that have been made in the ecommerce and ebanking/mbanking environment.
>>
>> A client of mine, who shall remain unnamed for now in typical Kenya
>> fashion, runs a site that accepts payments using the mpesa paybill system.
>>  Due to the close similarity in various paybill number there has been a
>> tendency for people to send money to the account erroneously.
>>
>> As the errors have grown over time the client has had to come up with a
>> way to manage the reversals so us to reduce the impact on their operations.
>>  Last week Safaricom accessed the paybill number's account and initiated
>> reversals without notifying them.
>>
>> How sure is Safaricom that the person who indicated that they had sent the
>> money to the wrong number had not already consumed services?  As the post
>> master general in waiting I am concerned that such action would have
>> negative effect on ecommerce as reversal of a transaction based on the
>> request of one party will definitely harm the other.
>>
>> The reversed transaction still incurs the owner of the paybill number a
>> cost that is not reversed, this issue was previously raised with the former
>> MD of Safaricom Mr. Michael Joseph who instructed one of the managers to
>> look into and resolve.  It has been over 2 years and the issue is yet to be
>> concluded.
>>
>> This action also indicates the issue of Safaricom mistreating SME
>> organisations, if the error was made with the KPLC or Co-Op Bank accounts
>> would the staff have the audacity to make direct reversals on the system?
>>
>> I believe the term for such action is blatant impunity that can only
>> be practised by a  monopolistic player in an industry.
>>
>> With a heavy heart I send this post hoping that it will act as a wake up
>> call both to Safaricom and the regulators (CCK & Central Bank) that we need
>> better control and monitoring of the money transfer market otherwise we
>> stand to scare the public which would result in its slow down.
>>
>> Regards
>>
>> Robert Yawe
>> KAY System Technologies Ltd
>> Phoenix House, 6th Floor
>> P O Box 55806 Nairobi, 00200
>> Kenya
>>
>> Tel: +254722511225, +254202010696
>>
>>
>>
>>  ------------------------------
>>
>> *From:* Eugene Lidede (Synergy) [mailto: eugene at synergy.co.ke ]
>> *Sent:* 04 July 2011 09:05
>> *To:* robertyawe at synergy.co.ke
>> *Subject:* M-PESA irregularities
>>
>>
>>
>> Robert,
>>
>>
>>
>> As we spoke;
>>
>> i)        Safaricom is now directly manipulating transactions in our
>> M-PESA account without our consent or any manner of reference to us. Is this
>> proper? (see red circle in picture below)
>>
>> ii)      They never refund monies deducted from us resulting from the
>> said reversals despite the fact that we are not party to initiating the
>> “wrong payments” (see blue circle). These are wrong payments intended for
>> co-op bank’s 400200 but instead sent to our 400100.
>>
>> iii)    This issue has been outstanding since October last year during
>> Michael Josephs days. Safaricom has refused to sort it out. Several emails
>> to their M-PESA department regarding this issue have gone unanswered even
>> those specifically addressed to the referenced Caroline lady.
>>
>> iv)    With the deteriorating relationship, it might be time we
>> considered PesaPal, ZAP and Orange money seriously as a payment platform for
>> our retail subscribers
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>> Regards
>>
>>
>>
>>
>>
>> *Eugene Lidede | *Chief Technology Officer | Synergy Systems Limited**
>>
>> 6th Floor, Phoenix House, Kenyatta Ave. | Cell: +254 721 289497/476367 |
>> Tel: +254 20 2113163
>>
>> live.mystocks.co.ke | www.propertykenya.com | www.mystocks.co.ke
>>
>> *Outstanding Online Investment Content Provider 2009* – Computer Society
>> of Kenya
>>
>>
>>
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>
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> people and institutions interested and involved in ICT policy and
> regulation. The network aims to act as a catalyst for reform in the ICT
> sector in support of the national aim of ICT enabled growth and development.
>
> KICTANetiquette : Adhere to the same standards of acceptable behaviors
> online that you follow in real life: respect people's times and bandwidth,
> share knowledge, don't flame or abuse or personalize, respect privacy, do
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-- 
with Regards:

blog.denniskioko.com <http://www.denniskioko.com/>
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