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<div class=Section1>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Dear Benjamin,<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>The IVR for prepaid helpline 100 and the postpaid helpline 200 are
still available, Its only the mpesa  helpline 234 which doesn’t have.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Regards<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Munene Muchoki<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Benjamin Makai
[mailto:benmakai@yahoo.com] <br>
<b>Sent:</b> Wednesday, February 16, 2011 2:00 PM<br>
<b>To:</b> Safaricom Support<br>
<b>Subject:</b> Re: [kictanet] Challenges facing MPESA Agents<o:p></o:p></span></p>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<table class=MsoNormalTable border=0 cellspacing=0 cellpadding=0>
<tr>
<td valign=top style='padding:0in 0in 0in 0in'>
<p class=MsoNormal>Naomi<br>
The IVR bit, does it apply to pre paid only ? Just tried on a post paid line
and it is still going via IVR<br>
<br>
<br>
<br>
Benjamin Makai<br>
Tel: 254-722-540641<br>
P.O. Box 8608, 00300, Nairobi, Kenya<br>
<br>
--- On <b>Wed, 2/16/11, Safaricom Support <i><Support@Safaricom.co.ke></i></b>
wrote:<o:p></o:p></p>
<p class=MsoNormal style='margin-bottom:12.0pt'><br>
From: Safaricom Support <Support@Safaricom.co.ke><br>
Subject: Re: [kictanet] Challenges facing MPESA Agents<br>
To: benmakai@yahoo.com<br>
Cc: "KICTAnet ICT Policy Discussions"
<kictanet@lists.kictanet.or.ke><br>
Date: Wednesday, February 16, 2011, 7:50 AM<o:p></o:p></p>
<div id=yiv1632777172>
<div>
<p class=yiv1632777172msonormal><span style='font-size:11.0pt;font-family:
"Arial","sans-serif"'>Good morning Preston,</span><o:p></o:p></p>
<p class=yiv1632777172msonormal><span style='font-size:11.0pt;font-family:
"Arial","sans-serif"'> </span><o:p></o:p></p>
<p class=yiv1632777172msonormal><span style='font-size:11.0pt;font-family:
"Arial","sans-serif"'>Access to our MPESA helpline has been simplified.</span><o:p></o:p></p>
<p class=yiv1632777172msonormal><span style='font-size:11.0pt;font-family:
"Arial","sans-serif"'> </span><o:p></o:p></p>
<p class=yiv1632777172msonormal><span style='font-size:11.0pt;font-family:
"Arial","sans-serif"'>Many people were having difficulty navigating the
IVR and we have removed IVR on MPESA .</span><o:p></o:p></p>
<p class=yiv1632777172msonormal><span style='font-size:11.0pt;font-family:
"Arial","sans-serif"'> </span><o:p></o:p></p>
<p class=yiv1632777172msonormal><span style='font-size:11.0pt;font-family:
"Arial","sans-serif"'>Calls to 234 will now go through directly to our
agents.</span><o:p></o:p></p>
<p class=yiv1632777172msonormal><span style='font-size:11.0pt;font-family:
"Arial","sans-serif"'> </span><o:p></o:p></p>
<p class=yiv1632777172msonormal><span style='font-size:11.0pt;font-family:
"Arial","sans-serif"'> </span><span lang=EN-GB style='font-size:11.0pt;
font-family:"Arial","sans-serif"'>To reduce wrong money transfers, we
introduced new Safaricom SIM card which allows one to access SIM contacts
when performing M-PESA transactions. To use the new card, one needs
save the phone numbers that are frequently used for M-PESA transactions
on the SIM card. The new Safaricom SIM card is available in Safaricom retail
centres, dealer outlets and M-PESA agent outlets countrywide at a cost of
Kshs50 for a SIM replacement and Kshs100 for a new Safaricom line</span><o:p></o:p></p>
<p class=yiv1632777172msonormal><span style='font-size:11.0pt;font-family:
"Arial","sans-serif"'> </span><o:p></o:p></p>
<p class=yiv1632777172msonormal><span style='font-size:11.0pt;font-family:
"Arial","sans-serif"'>Regards,</span><o:p></o:p></p>
<p class=yiv1632777172msonormal><span style='font-size:11.0pt;font-family:
"Arial","sans-serif"'>Naomi Maiwa</span><o:p></o:p></p>
<p class=yiv1632777172msonormal><span style='font-size:11.0pt;font-family:
Tunga;color:blue'> </span><o:p></o:p></p>
<p class=yiv1632777172msonormal><span style='font-size:11.0pt;font-family:
Tunga;color:blue'> </span><o:p></o:p></p>
<p class=yiv1632777172msonormal><span style='font-size:11.0pt;font-family:
"Arial","sans-serif";color:blue'><br>
<i> </i> </span><o:p></o:p></p>
<p class=yiv1632777172msonormal><span style='font-size:11.0pt;font-family:
Tunga;color:blue'> </span><o:p></o:p></p>
<div style='border:none;border-top:solid windowtext 1.0pt;padding:3.0pt 0in 0in 0in;
border-color:-moz-use-text-color -moz-use-text-color'>
<p class=yiv1632777172msonormal><b><span style='font-size:10.0pt;font-family:
"Arial","sans-serif"'>From:</span></b><span style='font-size:10.0pt;
font-family:"Arial","sans-serif"'> kictanet-bounces+support=safaricom.co.ke@lists.kictanet.or.ke
[mailto:kictanet-bounces+support=safaricom.co.ke@lists.kictanet.or.ke] <b>On
Behalf Of </b>Preston Odera<br>
<b>Sent:</b> Monday, February 14, 2011 7:33 PM<br>
<b>To:</b> Safaricom Support<br>
<b>Cc:</b> KICTAnet ICT Policy Discussions<br>
<b>Subject:</b> [kictanet] Challanges facing Mpesa Agents</span><o:p></o:p></p>
</div>
<p class=yiv1632777172msonormal> <o:p></o:p></p>
<table class=MsoNormalTable border=0 cellspacing=0 cellpadding=0>
<tr>
<td valign=top style='padding:0in 0in 0in 0in'>
<p class=yiv1632777172msonormal style='margin-bottom:12.0pt'>Can Safaricom
shed some light on this:-<br>
<br>
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.<br>
<br>
It would be interesting to get some statistics by month on how much
agents/customers are losing by not reaching the hotline in time. <br>
<br>
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.<br>
<br>
Preston<o:p></o:p></p>
</td>
</tr>
</table>
<p class=yiv1632777172msonormal><span style='font-size:10.0pt;font-family:
"Arial","sans-serif"'> </span><o:p></o:p></p>
<div class=MsoNormal align=center style='text-align:center'><span
style='font-size:10.0pt;font-family:"Arial","sans-serif"'>
<hr size=1 width="100%" align=center>
</span></div>
<p class=yiv1632777172msonormal><span style='font-size:10.0pt;font-family:
"Arial","sans-serif"'>Don't pick lemons.<br>
See all the <a
href="http://autos.yahoo.com/new_cars.html;_ylc=X3oDMTE0OGRsc3F2BF9TAzk3MTA3MDc2BHNlYwNtYWlsdGFncwRzbGsDbmV3Y2Fycw--"
target="_blank">new 2007 cars</a> at <a
href="http://autos.yahoo.com/new_cars.html;_ylc=X3oDMTE0OGRsc3F2BF9TAzk3MTA3MDc2BHNlYwNtYWlsdGFncwRzbGsDbmV3Y2Fycw--"
target="_blank">Yahoo! Autos.</a></span><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><strong>Note:</strong><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><b><span lang=EN-GB style='font-size:11.0pt;font-family:
"Century Gothic","sans-serif";color:green'>All emails sent from Safaricom
Limited are subject to Safaricom’s Email Terms & Conditions. Please click
<a href="http://www.safaricom.co.ke/index.php?id=954" target="_blank"><span
style='color:#400080'>here</span></a> to read the policy. </span></b><o:p></o:p></p>
<div class=MsoNormal align=center style='text-align:center'>
<hr size=2 width="100%" align=center>
</div>
</div>
<p class=MsoNormal><span style='border:solid windowtext 1.0pt;padding:0in'><img
border=0 width=100 height=100 id="_x0000_i1027" src="cid:~WRD000.jpg"
alt="Image removed by sender."></span> <em> </em><o:p></o:p></p>
</div>
<p class=MsoNormal style='margin-bottom:12.0pt'><br>
-----Inline Attachment Follows-----<o:p></o:p></p>
<div>
<p class=MsoNormal>_______________________________________________<br>
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<a href="http://lists.kictanet.or.ke/mailman/listinfo/kictanet"
target="_blank">http://lists.kictanet.or.ke/mailman/listinfo/kictanet</a><br>
<br>
This message was sent to: <a href="/mc/compose?to=benmakai@yahoo.com">benmakai@yahoo.com</a><br>
Unsubscribe or change your options at <a
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target="_blank">http://lists.kictanet.or.ke/mailman/options/kictanet/benmakai%40yahoo.com</a><o:p></o:p></p>
</div>
</td>
</tr>
</table>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p>
</div>
<DIV><STRONG>Note:</STRONG></DIV>
<DIV><SPAN lang=EN-GB
style="FONT-WEIGHT: bold; FONT-SIZE: 11pt; COLOR: green; FONT-FAMILY: 'Century Gothic'">All
emails sent from Safaricom Limited are subject to Safaricom’s Email Terms &
Conditions. Please click <A
href="http://www.safaricom.co.ke/index.php?id=954"><SPAN
style="COLOR: green"><FONT color=#400080>here</FONT></SPAN></A> to read the
policy. </SPAN>
<HR>
</DIV>
<IMG
src="http://www.safaricom.co.ke/fileadmin/signaturefiles/MpesaTip1.JPG"> </SPAN></B><EM>
</EM>
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