[kictanet] How secure is mpesa
robert yawe
robertyawe at yahoo.co.uk
Mon Jul 4 17:17:01 EAT 2011
Hi Wachira,
Seems Dr. Ndemo has thrown the ball back in your backyard so here is our
response to your issues;
1. Safaricom logged onto the paybill account and made a reversal without
notifying them or being requested from them, which is the bone of contention
here. Please lets address that issue as you have not yet done so in your mail.
2. The charges incurred by the paybill number cannot be invoiced as if that is
done it shall be deemed that services where rendered to Safaricom thus incurring
taxes and with holding tax. What Safaricom need to do is issue a credit note.
Please clarify this issue with your finance fellows so as to make sure that we
are on the same page.
I believe your response to the issues raised above will determine if we need to
have a meeting with the PS as referee on Thursday.
Regards
Robert Yawe
KAY System Technologies Ltd
Phoenix House, 6th Floor
P O Box 55806 Nairobi, 00200
Kenya
Tel: +254722511225, +254202010696
________________________________
From: Kangaru Wachira Kangaru <KWachira at Safaricom.co.ke>
To: robert yawe <robertyawe at yahoo.co.uk>
Cc: KICTAnet ICT Policy Discussions <kictanet at lists.kictanet.or.ke>
Sent: Mon, 4 July, 2011 13:59:10
Subject: RE: [kictanet] How secure is mpesa
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
__________________________________________________
Wachira Kang’aru
Manager, Public Relations| Safaricom |
Telephone: +254 722 003973 |
Mobile: +254 722 574424
From:kictanet-bounces+wkangaru=gmail.com at lists.kictanet.or.ke
[mailto:kictanet-bounces+wkangaru=gmail.com at lists.kictanet.or.ke] On Behalf Of
robert yawe
Sent: Monday, July 04, 2011 9:13 AM
To: wkangaru at gmail.com
Cc: KICTAnet ICT Policy Discussions
Subject: [kictanet] How secure is mpesa
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
________________________________
Note:
All emails sent from Safaricom Limited are subject to Safaricom’s Email Terms &
Conditions. Please click here to read the policy.
________________________________
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