[kictanet] Unauthorised SIM swaps while roaming

Sun Oct 23 08:43:51 EAT 2022

Hi Mike,

This is quite unfortunate. The Communications Authority has the ultimate
responsibility of protecting consumers, they are on the mailing list with
us. It would be great to hear their position on this issue. Be that as it
may, service providers such as Safaricom have been taking action lately
<https://www.standardmedia.co.ke/business/article/2001458438/safaricom-fires-24-employees-for-m-pesa-fraud>.
It seems this issue became more prevalent the moment employees started
working from home under limited supervision. It appears staff do not
espouse the same value systems they have in the offices at home which could
be a discussion for another day. I hope the Communication Authority can
pronounce itself on the issue.

On Thu, Oct 20, 2022 at 10:02 AM Mike Theuri via KICTANet <
kictanet at lists.kictanet.or.ke> wrote:

> Dear Listers,
>
> There seem to be a number of sim swaps reports that point to possible
> insider actions within the service provider. Ostensibly such swaps seem to
> target Kenyans traveling or living outside the country for an
> extended period of time.
>
> The most likely way they seem to happen would be if the service provider
> employers were involved in facilitating the swap.
>
> As these tend to be Kenyans resident outside the country, what recourse or
> measures can they take to ensure the problem is addressed and action is
> taken against the culprits?
>
> Are there regulatory contacts and/or corporate officers other than
> customer service where such issues can be drawn attention to, more so for
> individuals who cannot present themselves in person by virtue of being
> outside the country?
>
> Are there alternative consumer protections that exist where a provider
> cannot be expected to credibly investigate and implicate itself in such
> actions for liability reasons or alternatively where procedures are
> employed in such a way that a consumer faces numerous hurdles and laborious
> procedures to resolving such issues?
>
> Being asked by some of the likely actors of the swap to report such issues
> to a police station which is thousands of kilometres away is impractical in
> a timely fashion. Particularly when it appears the acts are being carried
> out within the service provider by employees taking advantage of Kenyans
> they determine to be living abroad and likely in collusion with 3rd parties.
>
> More detail in the below articles. In the first instance, the
> complainant's comment in response to the news article offers more context
> to their complaint, they appear not to have exhausted procedures outlined
> in "Terms and Conditions". While they did not succeed in the court case, it
> is apparent they were able to prove the aspects of insider actions. Without
> insider collusion such acts would be difficult if not impossible to carry
> out.
>
> Regards,
>
> Mike
>
> US man who sued Safaricom for Sh4,300 due to fraud loses case
>
> https://www.facebook.com/standardkenya/posts/pfbid0gdoH1xbvRh8SUtcw195SX1bUC43oL1E2byx2ZQeg2wsNNK2phDWsFhXf7VkVUqGtl
>
> Man In Court Seeking Ksh.400K From Safaricom
>
> https://www.citizen.digital/news/man-in-court-seeking-ksh400k-from-safaricom-n307745
>
> Incident 3 involving customercare at safaricom.co.ke. Some potentially
> identifying minor detail is omitted:
>
> I misplaced my Kenyan phone while traveling here in Canada sometime in May
> this year .
> I called Safaricom on June XX, 2022 asking them to replace my SIM card
> with one of the SIM cards I had with me.
>
> They advised that since I was out of the country , I could not do it over
> the phone but needed to email them the request.
>
> I sent the email to them on June XX. On June XX, 2022 they sent an email
> asking me to send all my details:
> 1. New SIM card serial
> 2. Passport / of number
> 3. Passport copy and ID copy
> 4  My most recent MPESA transactions
>
> On June XX, 2022 I sent them all the details minus copies of my id /
> passport
>
> They responded by asking me to send them a copy of ID, passport and exit
> stamps.
> I did not send them this and a few days later I found my previously lost
> phone.
>
> I called Safaricom and they advised me that my phone is not locked /
> blocked and that I could continue using it.
>
> Since I do not use my Kenyan phone while in Canada it was not charged.
>
> On September XX, 2022 I noticed Whatsapp activity on my Kenyan phone.
>
> I called Safaricom and they said: You swapped your phone on June XX, 2022
> and you have been using your MPESA account a lot recently.
>
> In summary:
> I do believe the Safaricom employees swapped my phone immediately I sent
> them information indicating I was out of the country
>
>
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