<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";
mso-ansi-language:EN-US">Robert,</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";
mso-ansi-language:EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";
mso-ansi-language:EN-US">Thank you for your feedback.</span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";
mso-ansi-language:EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";
mso-ansi-language:EN-US">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. </span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";
mso-ansi-language:EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";
mso-ansi-language:EN-US">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. </span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif"">Where
a customer contacts us that they have paid to the wrong number, we follow the
below process;</span></p>
<p class="MsoListParagraph" style="margin-left:.5in;text-indent:-.25in;
mso-list:l0 level1 lfo1"><span style="font-size:11.0pt;
font-family:"Calibri","sans-serif";mso-fareast-font-family:Calibri;mso-bidi-font-family:
Calibri"><span style="mso-list:Ignore">1.<span style="font:7.0pt "Times New Roman"">
</span></span></span><span style="font-size:11.0pt;font-family:"Calibri","sans-serif"">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.</span></p>
<p class="MsoListParagraph" style="margin-left:.5in;text-indent:-.25in;
mso-list:l0 level1 lfo1"><span style="font-size:11.0pt;
font-family:"Calibri","sans-serif";mso-fareast-font-family:Calibri;mso-bidi-font-family:
Calibri"><span style="mso-list:Ignore">2.<span style="font:7.0pt "Times New Roman"">
</span></span></span><span style="font-size:11.0pt;font-family:"Calibri","sans-serif"">If
the customer is referred back to Safaricom, we contact the partner through an
e-mail requesting for assistance.</span></p>
<p class="MsoListParagraph" style="margin-left:.5in;text-indent:-.25in;
mso-list:l0 level1 lfo1"><span style="font-size:11.0pt;
font-family:"Calibri","sans-serif";mso-fareast-font-family:Calibri;mso-bidi-font-family:
Calibri"><span style="mso-list:Ignore">3.<span style="font:7.0pt "Times New Roman"">
</span></span></span><span style="font-size:11.0pt;font-family:"Calibri","sans-serif"">The
PayBill partner then reverses the transaction by sending the money back to the
customer.</span></p>
<p class="MsoListParagraph" style="margin-left:.5in;text-indent:-.25in;
mso-list:l0 level1 lfo1"><span style="font-size:11.0pt;
font-family:"Calibri","sans-serif";mso-fareast-font-family:Calibri;mso-bidi-font-family:
Calibri"><span style="mso-list:Ignore">4.<span style="font:7.0pt "Times New Roman"">
</span></span></span><span style="font-size:11.0pt;font-family:"Calibri","sans-serif"">If
the PayBill partner is unable to reverse the transaction, we reverse it back on
their behalf after we receive the instructions from them.</span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif"">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.</span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif""> </span></p>
<p class="MsoNormal" style="text-align:justify"><span style="font-size:11.0pt;
font-family:"Calibri","sans-serif"">On a wider scale, we are carrying out the </span><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";
mso-ansi-language:EN-US">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.</span></p>
<p class="MsoNormal" style="text-align:justify"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";mso-ansi-language:
EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";
mso-ansi-language:EN-US">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.</span></p>
<p class="MsoNormal" style="text-align:justify"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D;
mso-ansi-language:EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";
mso-ansi-language:EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";
mso-ansi-language:EN-US">Regards,</span><span style="font-size:11.0pt;
font-family:"Calibri","sans-serif""></span></p>
<p class="MsoNormal"><span style="font-size:10.5pt;font-family:Consolas;
color:#1F497D"> </span></p>
<p class="MsoNormal"><span style="font-size:10.5pt;font-family:Consolas;
color:#4A442A">__________________________________________________</span></p>
<p class="MsoNormal"><span style="font-size:10.5pt;font-family:Consolas;
color:#4A442A">Wachira Kang’aru</span></p>
<p class="MsoNormal"><span style="font-size:10.5pt;font-family:Consolas;
color:#4A442A">Public Relations Manager | Safaricom | </span></p>
<p class="MsoNormal"><span style="font-size:10.5pt;font-family:Consolas;
color:#4A442A">Telephone: +254 722 003973 |</span></p>
<p class="MsoNormal"><span style="font-size:10.5pt;font-family:Consolas;
color:#4A442A">Mobile: +254 722 574424</span></p><p class="MsoNormal"><span style="font-size:10.5pt;font-family:Consolas;
color:#4A442A"><br></span></p><div class="gmail_quote">On 4 July 2011 09:13, robert yawe <span dir="ltr"><<a href="mailto:robertyawe@yahoo.co.uk">robertyawe@yahoo.co.uk</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
<div><div style="font-family:'times new roman', 'new york', times, serif;font-size:12pt;color:#000000"><div style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt">
</div><div style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><div style="color:rgb(0, 0, 0);font-family:'times new roman', 'new york', times, serif;font-size:12pt">
Hi,</div><div style="color:rgb(0, 0, 0);font-family:'times new roman', 'new york', times, serif;font-size:12pt"><br></div><div style="font-family:'Times New Roman';font-size:medium"><font face="'times new roman', 'new york', times, serif" size="3">I am </font><font face="'times new roman', 'new york', times, serif">writing</font><font face="'times new roman', 'new york',
times, serif" size="3"> this post with a heavy heart as it will likely reverse gains that have been made in the ecommerce and ebanking/mbanking environment.</font></div><div style="font-family:'Times New Roman';font-size:medium">
<font face="'times new roman', 'new york', times, serif"><br></font></div><div style="font-family:'Times New Roman';font-size:medium"><font face="'times new roman', 'new york', times, serif">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.<br>
</font></div><div style="font-family:'Times New Roman';font-size:medium"><font face="'times new roman', 'new york', times, serif" size="3"><br></font></div><div style="font-family:'Times New Roman';font-size:medium">
<font face="'times new roman', 'new york', times, serif">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. </font></div>
<div style="font-family:'Times New Roman';font-size:medium"><font face="'times new roman', 'new york', times, serif"><br></font></div><div style="font-family:'Times New Roman';font-size:medium">
<font face="'times new roman', 'new york', times, serif">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.</font></div><div style="font-family:'Times New Roman';font-size:medium"><font face="'times new roman', 'new york', times, serif"><br>
</font></div><div style="font-family:'Times New Roman';font-size:medium"><font face="'times new roman', 'new york', times, serif">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.</font></div>
<div style="font-family:'Times New Roman';font-size:medium"><font face="'times new roman', 'new york', times, serif"><br></font></div><div style="font-family:'Times New Roman';font-size:medium">
<font face="'times new roman', 'new york', times, serif">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? </font></div>
<div style="font-family:'Times New Roman';font-size:medium"><font face="'times new roman', 'new york', times, serif"><br></font></div><div style="font-family:'Times New Roman';font-size:medium">
<font face="'times new roman', 'new york', times, serif">I believe the term for such action is blatant impunity that can only be practised by a monopolistic player in an industry. </font></div><div style="font-family:'Times New Roman';font-size:medium">
<font face="'times new roman', 'new york',
times, serif"><br></font></div><div style="font-family:'Times New Roman';font-size:medium"><font face="'times new roman', 'new york', times, serif">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.</font></div>
<div style="font-family:'Times New Roman';font-size:medium"><font face="'times new roman', 'new york', times, serif" size="3"><br></font></div><div style="font-family:'Times New Roman';font-size:medium">
<font face="'times new roman', 'new york', times, serif" size="3">Regards </font></div><div style="font-family:'Times New Roman';font-size:medium"><font face="'times new roman', 'new york',
times, serif" size="3"><br></font></div><span style="font-family:'Times New Roman';font-size:medium"><font face="'times new roman', 'new york', times, serif" size="3">Robert Yawe</font></span><span style="font-family:'Times New Roman';font-size:medium"><br>
</span><span style="font-family:'Times New Roman';font-size:medium"><font face="'times new roman', 'new york', times, serif" size="3">KAY System Technologies Ltd</font></span><span style="font-family:'Times New Roman';font-size:medium"><br>
</span><span style="font-family:'Times New Roman';font-size:medium"><font face="'times new roman', 'new york', times, serif" size="3">Phoenix House, 6th Floor</font></span><span style="font-family:'Times New Roman';font-size:medium"><br>
</span><span style="font-family:'Times New Roman';font-size:medium"><font face="'times new roman', 'new york', times, serif" size="3">P O Box 55806 Nairobi, 00200</font></span><span style="font-family:'Times New Roman';font-size:medium"><br>
</span><span style="font-family:'Times New Roman';font-size:medium"><font face="'times new roman', 'new york', times, serif" size="3">Kenya</font></span><span style="font-family:'Times New Roman';font-size:medium"><br>
</span><span style="font-family:'Times New Roman';font-size:medium"><br></span><div style="color:rgb(0, 0, 0);font-family:'times new roman', 'new york', times, serif;font-size:12pt">Tel: +254722511225, +254202010696</div>
</div><div style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><br></div><div><div><div><div><p class="MsoNormal"><font color="#000080" face="Arial" size="2"><br></font></p>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><font size="2" color="navy" face="Arial"><span style="font-size:10.0pt;font-family:Arial;color:navy"> </span></font></p>
<div style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt">
<div class="MsoNormal" align="center" style="text-align:center"><font size="3" face="Times New Roman"><span lang="EN-US" style="font-size:12.0pt;font-family:"Times New Roman"">
<hr size="2" width="100%" align="center">
</span></font></div>
<p class="MsoNormal"><b><font size="2" face="Tahoma"><span lang="EN-US" style="font-size:10.0pt;font-family:Tahoma;font-weight:bold">From:</span></font></b><font size="2" face="Tahoma"><span lang="EN-US" style="font-size:10.0pt;font-family:Tahoma">
Eugene Lidede (Synergy) [mailto: <a href="mailto:eugene@synergy.co.ke" target="_blank">eugene@synergy.co.ke</a> ]
<br>
<b><span style="font-weight:bold">Sent:</span></b> 04 July 2011 09:05<br>
<b><span style="font-weight:bold">To:</span></b> <a href="mailto:robertyawe@synergy.co.ke" target="_blank">robertyawe@synergy.co.ke</a><br>
<b><span style="font-weight:bold">Subject:</span></b> M-PESA irregularities</span></font><font size="3" face="Times New Roman"><span lang="EN-US" style="font-size:12.0pt;font-family:"Times New Roman""></span></font></p>
</div>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><font size="2" face="Calibri"><span style="font-size:11.0pt"> </span></font></p>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><font size="2" face="Calibri"><span lang="EN-US" style="font-size:11.0pt">Robert,</span></font></p>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><font size="2" face="Calibri"><span lang="EN-US" style="font-size:11.0pt"> </span></font></p>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><font size="2" face="Calibri"><span lang="EN-US" style="font-size:11.0pt">As we spoke; </span></font></p>
<p style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt;margin-left:54pt"><font size="2" face="Calibri"><span lang="EN-US" style="font-size:11.0pt"><span>i)<font size="1" face="Times New Roman"><span style="font:7.0pt "Times New Roman"">
</span></font></span></span></font><span lang="EN-US">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)</span></p>
<p style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt;margin-left:54pt"><font size="2" face="Calibri"><span lang="EN-US" style="font-size:11.0pt"><span>ii)<font size="1" face="Times New Roman"><span style="font:7.0pt "Times New Roman"">
</span></font></span></span></font><span lang="EN-US">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.</span></p>
<p style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt;margin-left:54pt"><font size="2" face="Calibri"><span lang="EN-US" style="font-size:11.0pt"><span>iii)<font size="1" face="Times New Roman"><span style="font:7.0pt "Times New Roman"">
</span></font></span></span></font><span lang="EN-US">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.</span></p>
<p style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt;margin-left:54pt"><font size="2" face="Calibri"><span lang="EN-US" style="font-size:11.0pt"><span>iv)<font size="1" face="Times New Roman"><span style="font:7.0pt "Times New Roman"">
</span></font></span></span></font><span lang="EN-US">With the
deteriorating relationship, it might be time we considered PesaPal, ZAP and
Orange money seriously as a payment platform for our
retail subscribers</span></p>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><font size="2" face="Calibri"><span lang="EN-US" style="font-size:11.0pt"> </span></font></p>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><font size="2" face="Calibri"><span lang="EN-US" style="font-size:11.0pt"> </span></font></p>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><font size="2" face="Calibri"><span lang="EN-US" style="font-size:11.0pt"> </span></font></p>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><font size="2" face="Calibri"><span lang="EN-US" style="font-size:11.0pt"><img width="476" height="972" src="cid:1.145554124@web27803.mail.ukl.yahoo.com"></span></font></p>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><font size="2" face="Calibri"><span lang="EN-US" style="font-size:11.0pt"> </span></font></p>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><font size="2" color="#1f497d" face="Calibri"><span lang="EN-US" style="font-size:11.0pt;color:#1F497D"> </span></font></p>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><font size="2" color="#1f497d" face="Calibri"><span lang="EN-US" style="font-size:11.0pt;color:#1F497D">Regards</span></font></p>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><font size="2" color="#1f497d" face="Calibri"><span lang="EN-US" style="font-size:11.0pt;color:#1F497D"> </span></font></p>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><font size="2" color="#1f497d" face="Calibri"><span lang="EN-US" style="font-size:11.0pt;color:#1F497D"> </span></font></p>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt;line-height:15pt"><b><font size="2" color="black" face="Book Antiqua"><span lang="EN-US" style="font-size:11.0pt;font-family:"Book Antiqua";color:black;font-weight:bold">Eugene Lidede | </span></font></b><font color="black" face="Book Antiqua"><span lang="EN-US" style="font-family:"Book Antiqua";color:black">Chief Technology Officer | Synergy Systems Limited<b><span style="font-weight:bold"></span></b></span></font></p>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt;line-height:15pt"><font size="2" color="black" face="Book Antiqua"><span lang="EN-US" style="font-size:11.0pt;font-family:"Book Antiqua";color:black">6th Floor, Phoenix
House, Kenyatta Ave.
| Cell: +254 721 289497/476367 | Tel: +254 20 2113163</span></font></p>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt;line-height:15pt"><font size="2" color="black" face="Book Antiqua"><span lang="EN-US" style="font-size:11.0pt;font-family:"Book Antiqua";color:black"><a rel="nofollow" href="http://live.mystocks.co.ke" target="_blank">live.mystocks.co.ke</a> | <a rel="nofollow" href="http://www.propertykenya.com" target="_blank">www.propertykenya.com</a> | <a rel="nofollow" href="http://www.mystocks.co.ke" target="_blank">www.mystocks.co.ke</a></span></font></p>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt;line-height:15pt"><b><font size="2" color="#e36c0a" face="Book Antiqua"><span lang="EN-US" style="font-size:11.0pt;font-family:"Book Antiqua";color:#E36C0A;font-weight:bold">Outstanding
Online Investment Content Provider 2009</span></font></b><font color="black" face="Book Antiqua"><span lang="EN-US" style="font-family:"Book Antiqua";color:black"> – </span></font><font size="2" color="black" face="Book Antiqua"><span lang="EN-US" style="font-size:10.0pt;font-family:"Book Antiqua";color:black">Computer
Society of Kenya</span></font><font color="black" face="Book Antiqua"><span lang="EN-US" style="font-family:"Book Antiqua";color:black"></span></font></p>
<p class="MsoNormal" style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"><font size="2" face="Calibri"><span lang="EN-US" style="font-size:11.0pt"> </span></font></p>
</div>
</div></div></div><div style="color:black;font-family:'times new roman', 'new york', times, serif;font-size:12pt"></div>
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for 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.<br>
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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 not spam, do not market your wares or qualifications.<br>
</blockquote></div><br><br clear="all"><br>-- <br><br><br><br>It is impossible to defeat an ignorant man in argument. - William G. McAdoo<br>