[kictanet] FW: What is happening at Safaricom,MPESA.

Tue Jul 30 23:50:37 EAT 2013

Chris,

If this true, it sounds to me as a case of a "dishonest" employee and less
of anything to do with Safaricom MPESA. However, I am very curious to know
if any action or progress has been made in connection to this. Also, I was
wondering, does this fall under CCK only or is Central Bank also a party to
resolving this matter and do we have any Central Bank person in here to get
any comments.

Kind Regards, 

Bernard Kioko
Chief Executive Officer

Bernsoft Interactive Limited

P.O.Box 15177-00100 Nbi,Kenya

Office:   +254-703-080-000

Mobile: +254-722-540-883

From: kictanet
[mailto:kictanet-bounces+bkioko=bernsoft.com at lists.kictanet.or.ke] On Behalf
Of Wambua, Christopher
Sent: Saturday, July 27, 2013 11:14 AM
To: bkioko at bernsoft.com
Cc: KICTAnet ICT Policy Discussions
Subject: Re: [kictanet] FW: What is happening at Safaricom,MPESA.

Jane,

I wish to advise  your friend to lodge a formal complaint to Safaricom. If
the complaint is not handled to her satisfaction, she should escalate the
issue to CCK for regulatory intervention. 

The email to CCK should be channelled through chukuahatua at cck.go.ke 

Sent from my BlackBerry 10 smartphone.

From: Jane Kagiri

Sent: Saturday, 27 July 2013 10:40 PM

To: Wambua, Christopher

Cc: KICTAnet ICT Policy Discussions

Subject: [kictanet] FW: What is happening at Safaricom,MPESA.

Good morning all,I BELIEVE THIS IS A MUST READ BECAUSE KENYANS MUST START
SPEAKING OUT AND WE MUST GET ANSWERS WE URGENTLY NEED FROM SAFARICOM. Here
goes my story. Yesterday we were at a wedding with a friend of
mine,unfortunately her handbag containing all her documents,keys and phones
was stolen. To cut a long story short, a lady who had ever been through the
same experience adviced us to urgently call all the banks she holds accounts
with to stop any transactions. We called the banks and they greatly
assisted. It is then that another lady reminded us that we also needed to
call safaricom to stop any mpesa transactions too. My friend remembered she
had KShs 48,000 on mpesa which she had received to pay for her nephew
college fees. Thats when we realized that we needed to urgently call
Safaricom, I tried calling for as long as i could until i finally got a
customer care agent on the line. I handed my friend the phone to speak to
the agent so as to give
any details that would be required and i wouldnt know,but from here,PLEASE
PAY ATTENTION. My friend identified herself and went on to explain that her
bag had been stolen containing her phones and gave her number requesting if
it could be blocked. What caught my attention to the call is when my friend
responded," What has my mpesa balance got to do with my request to block my
number", but again my friend went ahead to reveal the amount and give her ID
number which she was asked for on realizing maybe the agent just wanted to
be sure the money was still there. Thats when the agent said " Oh no,the
money is much much less, " Again my friend in anger asked,"what is much much
less yet you can see the amount on the screen?" the agent  went ahead to say
that KShs 40,000 had been transfered one hour ago to another number,my
friend quckly jumped at that now certain the number would lead us to the
thief,the agent quickly changed and said " No you directly
withdrew from an mpesa agent,to which again my friend asked for the details
knowing atleast we would follow a trail and see if the bag was dropped
somewhere along the way, the agent then said she couldnt reveal any details
until we reported to the police and an investigating officer allocated to
that case,she concluded by asking where we were to which my friend responded
Kiambu and she adviced that we needed to get my friend's mpesa statement to
get the details and the nearest customer care from where we were according
to her is Nakumatt Mega. That is when i smelt a big fat rat and questions
started running through my mind. 1. Which thief however intelligent would be
able to guess a pin in a record 30 minutes and get it right and despite
being a thief withdraw KShs 40,000 and leave KShs 8000?  2. Why would the
Safaricom customer care agent claim it to be a transfer then all of a sudden
claim its a withdrawal from an agent when asked about the number
yet those are two transactions with very different codes? 3. Why would
anyone in her proffesional capacity refer to an amount as much much less yet
if you recall from any calls you may have had with an agent they directly
tell you what your balance is?  4. Why would an agent be quick to want to
know what your mpesa balance is yet your interest is to have the line
blocked? 5. Is Nakumatt Mega the nearest Safaricom Customer Care Office or
was someone trying to buy time? 6. As claimed when the call began,i believe
that this call was recorded,over to you Bob Collymore, this is one call that
needs to be replayed and audited. Finally,this led me to a conclusion with a
phrase i tell everyone," Everything happens for a good reason,you may not
see it now but one day you will. If my friend's bag was stolen for Kenyans
to finally know the truth about what is happening yet we are made to believe
its a sequence of events, she confidently says she will have played
her role in society. DEAR ONES, LETS BREAK THE SILENCE AND START ASKING
QUESTIONS This incident reminded me of something that happened to me last
year, i didnt have money on mpesa and requested a friend who had KShs 20,000
on his to send someone,he erroneously put in a wrong number and the money
went to someone else,when we called Safaricom,we were told that the person
had already transfered KShs 5000 to another number but they had managed to
reverse KShs 15000 and we would get it back in 2days, a few minutes later
the same agent called claiming that the KShs 15000 had also been withdrawn,
how i wish i had asked questions then because i would have saved so many
other people,the more i talk, the more i realize so many people have gone
through the same and its common with five digit amounts and what i wondered
is, does the information we give in our desperation end up being someone
elses fodder. We need answers urgently,safaricom.

Kindly advice on the way forward.
Your's faithfully 
Jane Kagiri

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