<html><head></head><body><div style="color:#000; background-color:#fff; font-family:Helvetica Neue, Helvetica, Arial, Lucida Grande, sans-serif;font-size:16px"><div id="yui_3_16_0_ym19_1_1495613070824_105359"><span id="yui_3_16_0_ym19_1_1495613070824_105679">Haahaa,</span></div><div id="yui_3_16_0_ym19_1_1495613070824_105359"><span><br></span></div><div id="yui_3_16_0_ym19_1_1495613070824_105359">For the first time in my life since I started using MPESA 10years ago, I finally made a payment to a wrong number!</div><div id="yui_3_16_0_ym19_1_1495613070824_105359"><br></div><div id="yui_3_16_0_ym19_1_1495613070824_105359">And it was not a small amount - judging by the middle class Kenyan standards, of which I assume I belong to :-)</div><div id="yui_3_16_0_ym19_1_1495613070824_105359"><br></div><div id="yui_3_16_0_ym19_1_1495613070824_105359">So anyway, I have never felt my heart beat so fast. My head felt like it was exploding, I think the blood supply to my brain had doubled.</div><div id="yui_3_16_0_ym19_1_1495613070824_105359"><br></div><div id="yui_3_16_0_ym19_1_1495613070824_105359" dir="ltr">I decided to call the 'lucky' recipient and see if I could negotiate my money back. She thought I was a conman. And she kindly told me she is not in the mood for 'Kamiti-type' of conversations.</div><div id="yui_3_16_0_ym19_1_1495613070824_105359" dir="ltr"><br></div><div id="yui_3_16_0_ym19_1_1495613070824_105359" dir="ltr">OK. I knew I was done. What next? But I thought I had pressed 'CANCEL' button! Why did Safaricom still send the money???</div><div id="yui_3_16_0_ym19_1_1495613070824_105359" dir="ltr"><br></div><div id="yui_3_16_0_ym19_1_1495613070824_105359" dir="ltr">Anyway, I knew 'some' people in Safcom. So they just have to sought me out...otherwise am finished. But 'the people' were not picking the phone! This was truly turning out to be my day of reckoning.</div><div id="yui_3_16_0_ym19_1_1495613070824_105359" dir="ltr"><br></div><div id="yui_3_16_0_ym19_1_1495613070824_105359" dir="ltr">So now am thinking what is the general Safaricom help line? Then I remember that line is always busy, better use Twitter. So I tweet to Safcom, and I sms them. Meanwhile I keep trying 'the people'.</div><div class="qtdSeparateBR" id="yui_3_16_0_ym19_1_1495613070824_105369"><br></div><div class="qtdSeparateBR" id="yui_3_16_0_ym19_1_1495613070824_105369" dir="ltr">Anyway, to cut story short. Both Safcom Twitter & Safcom SMS help line and also 'the people' eventually came through for me and my money was reversed successfully. I was then strongly advised to use the SAFCOM MPESA mobile app which I had downloaded 3weeks ago but never bothered to use.</div><div class="qtdSeparateBR" id="yui_3_16_0_ym19_1_1495613070824_105369" dir="ltr"><br></div><div class="qtdSeparateBR" id="yui_3_16_0_ym19_1_1495613070824_105369" dir="ltr">So I decided to use it to resend my transaction. Brilliant experience. If you have a smart phone, just dump the traditional MPESA USSD and move onto the mobile app. Less Stress. Normal heartbeat.</div><div class="qtdSeparateBR" id="yui_3_16_0_ym19_1_1495613070824_105369" dir="ltr"><br></div><div class="qtdSeparateBR" id="yui_3_16_0_ym19_1_1495613070824_105369" dir="ltr">And yes, I have to eat my words. I think I like the reversal process - despite its weakness :-)</div><div class="qtdSeparateBR" id="yui_3_16_0_ym19_1_1495613070824_105369" dir="ltr"><br></div><div class="qtdSeparateBR" id="yui_3_16_0_ym19_1_1495613070824_105369" dir="ltr">walu.</div><div class="qtdSeparateBR" id="yui_3_16_0_ym19_1_1495613070824_105369" dir="ltr"><br><br></div><div class="yahoo_quoted" id="yui_3_16_0_ym19_1_1495613070824_105464" style="display: block;"> <div style="font-family: Helvetica Neue, Helvetica, Arial, Lucida Grande, sans-serif; font-size: 16px;" id="yui_3_16_0_ym19_1_1495613070824_105463"> <div style="font-family: HelveticaNeue, Helvetica Neue, Helvetica, Arial, Lucida Grande, sans-serif; font-size: 16px;" id="yui_3_16_0_ym19_1_1495613070824_105462"> <div dir="ltr" id="yui_3_16_0_ym19_1_1495613070824_105461"> <font size="2" face="Arial" id="yui_3_16_0_ym19_1_1495613070824_110141"> <hr size="1"> <b><span style="font-weight:bold;">From:</span></b> Walubengo J via kictanet <kictanet@lists.kictanet.or.ke><br> <b><span style="font-weight: bold;">To:</span></b> jwalu@yahoo.com <br><b><span style="font-weight: bold;">Cc:</span></b> Walubengo J <jwalu@yahoo.com><br> <b><span style="font-weight: bold;">Sent:</span></b> Saturday, May 13, 2017 6:09 PM<br> <b><span style="font-weight: bold;">Subject:</span></b> Re: [kictanet] Reversing MPESA Transactions in a Today's World<br> </font> </div> <div class="y_msg_container" id="yui_3_16_0_ym19_1_1495613070824_105895"><br><div id="yiv9475937279"><div id="yui_3_16_0_ym19_1_1495613070824_105897"><div style="color:#000;background-color:#fff;font-family:Helvetica Neue, Helvetica, Arial, Lucida Grande, sans-serif;font-size:16px;" id="yui_3_16_0_ym19_1_1495613070824_105896"><div id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472238">Ok.</div><div id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472238"><br clear="none"></div><div id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472238">So the 'authority' here is the police? I just needed to know and confirm that indeed the process leads to a dead end and is potentially not exactly useful to the customer.</div><div id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472238"><br clear="none"></div><div id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472238">Disclaimer:</div><div dir="ltr" id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472238">Am not blaming Safaricom here. I am just saying the process is broken and we should collectively fix it. Innovators? Any one?</div><div id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472238"><br clear="none"></div><div id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472238">walu.</div><div class="yiv9475937279qtdSeparateBR" id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472239"><br clear="none"><br clear="none"></div><div class="yiv9475937279yahoo_quoted" id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472243" style="display:block;"> <div id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472242" style="font-family:Helvetica Neue, Helvetica, Arial, Lucida Grande, sans-serif;font-size:16px;"> <div id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472241" style="font-family:HelveticaNeue, Helvetica Neue, Helvetica, Arial, Lucida Grande, sans-serif;font-size:16px;"> <div dir="ltr" id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472240"> <font id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472244" size="2" face="Arial"> </font><div class="yiv9475937279yqt1083538664" id="yiv9475937279yqtfd24306"><hr id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472512" size="1"> <b><span style="font-weight:bold;">From:</span></b> Mwendwa Kivuva <Kivuva@transworldafrica.com><br clear="none"> <b><span style="font-weight:bold;">To:</span></b> Walubengo J <jwalu@yahoo.com>; KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> <br clear="none"><b><span style="font-weight:bold;">Cc:</span></b> Mwendwa Kivuva <kivuva@transworldafrica.com><br clear="none"> <b id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472511"><span id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472510" style="font-weight:bold;">Sent:</span></b> Saturday, May 13, 2017 1:15 PM<br clear="none"> <b><span style="font-weight:bold;">Subject:</span></b> Re: [kictanet] Reversing MPESA Transactions in a Today's World<br clear="none"> </div></div><div class="yiv9475937279yqt1083538664" id="yiv9475937279yqtfd57999"> <div class="yiv9475937279y_msg_container" id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472245"><br clear="none"><div id="yiv9475937279"><div id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472247"><div dir="ltr" id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472246">That question was answered by Steve during the #Talk2Safaricom week. He said something like "Safaricom is not in the litigation business. If there are disputes, they will be referred to the relevant dispute resolution mechanisms in our laws" (not verbatim, but something like that)<div id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472840"><br clear="none"></div><div id="yiv9475937279yui_3_16_0_ym19_1_1494439732508_472841">An example apart from the mpesa issue is when you loose your phone! Safaricom will not even attempt to block the phone (not the sim card). They will refer you to police to trace your phone, and follow with all criminal procedures etc. Happened to me. The stolen phone is still very active. The police are not cooperative. Safaricom says they can only act on police notice. </div><div><br clear="none"></div><div>A policeman friend tells me when they recover the phones, they own them. *Identity protected because this policeman is not allowed to talk to the media ;-)</div><div><br clear="none"></div><div><br clear="none"></div></div><div class="yiv9475937279gmail_extra" id="yui_3_16_0_ym19_1_1495613070824_105918"><br clear="all"><div><div class="yiv9475937279gmail_signature">______________________<br clear="none">Mwendwa Kivuva, Nairobi, Kenya<br clear="none"><a rel="nofollow" shape="rect" target="_blank" href="http://twitter.com/lordmwesh">twitter.com/lordmwesh</a><br clear="none"><br clear="none"><br clear="none"></div></div>
<br clear="none"><div class="yiv9475937279gmail_quote" id="yui_3_16_0_ym19_1_1495613070824_105917">On 13 May 2017 at 12:26, Walubengo J via kictanet <span dir="ltr"><<a rel="nofollow" shape="rect" ymailto="mailto:kictanet@lists.kictanet.or.ke" target="_blank" href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a>></span> wrote:<br clear="none"><blockquote class="yiv9475937279gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;" id="yui_3_16_0_ym19_1_1495613070824_105933"><div class="yiv9475937279yqt4895174237" id="yiv9475937279yqt96321"><div id="yui_3_16_0_ym19_1_1495613070824_105932"><div style="color:#000;background-color:#fff;font-family:Helvetica Neue, Helvetica, Arial, Lucida Grande, sans-serif;font-size:16px;" id="yui_3_16_0_ym19_1_1495613070824_105931"><div id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453258"><span>Ok.</span></div><div id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453258"><span><br clear="none"></span></div><div id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453258"><span id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453431">Which authorities? The Church, The regulator, CA, the Cops? The Chief, the Magistrate?</span></div><div id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453258"><span><br clear="none"></span></div><div id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453258"><span id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453610">And what are the 'authorities' supposed to do and approximately how long do they usually take to resolve?</span></div><div id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453258"><span><br clear="none"></span></div><div id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453258"><span id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453490">#Asking4Myself.</span></div><div id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453258"><span><br clear="none"></span></div><div id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453258"><span>walu. </span></div><div class="yiv9475937279m_-5169553139751183187qtdSeparateBR" id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453259"><br clear="none"><br clear="none"></div><div class="yiv9475937279m_-5169553139751183187yahoo_quoted" id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453263" style="display:block;"> <div id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453262" style="font-family:Helvetica Neue, Helvetica, Arial, Lucida Grande, sans-serif;font-size:16px;"> <div id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453261" style="font-family:HelveticaNeue, Helvetica Neue, Helvetica, Arial, Lucida Grande, sans-serif;font-size:16px;"> <div dir="ltr" id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453260"> <font id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453489" size="2" face="Arial"> </font><hr id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453488" size="1"> <b><span style="font-weight:bold;">From:</span></b> simon njoroge <<a rel="nofollow" shape="rect" ymailto="mailto:snjoro45@gmail.com" target="_blank" href="mailto:snjoro45@gmail.com">snjoro45@gmail.com</a>><br clear="none"> <b><span style="font-weight:bold;">To:</span></b> Walubengo J <<a rel="nofollow" shape="rect" ymailto="mailto:jwalu@yahoo.com" target="_blank" href="mailto:jwalu@yahoo.com">jwalu@yahoo.com</a>> <br clear="none"><b><span style="font-weight:bold;">Cc:</span></b> KICTAnet ICT Policy Discussions <<a rel="nofollow" shape="rect" ymailto="mailto:kictanet@lists.kictanet.or.ke" target="_blank" href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a> ><br clear="none"> <b><span style="font-weight:bold;">Sent:</span></b> Saturday, May 13, 2017 11:20 AM<div><div class="yiv9475937279h5"><br clear="none"> <b id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453668"><span id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453667" style="font-weight:bold;">Subject:</span></b> Re: [kictanet] Reversing MPESA Transactions in a Today's World<br clear="none"> </div></div> </div> <div class="yiv9475937279m_-5169553139751183187y_msg_container" id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453491"><br clear="none"><div id="yiv9475937279m_-5169553139751183187yiv7238534165"><div id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453493"><div><div class="yiv9475937279h5"><div dir="ltr" id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453492">Recipient party is called before completion of reversal is done .... In case of dispute complainant is referred to the authorities <div id="yiv9475937279m_-5169553139751183187yui_3_16_0_ym19_1_1494439732508_453494"><br clear="none"></div><div>Regards</div><div>Simon</div></div></div></div><div class="yiv9475937279m_-5169553139751183187yiv7238534165yqt7589487102" id="yiv9475937279m_-5169553139751183187yiv7238534165yqt35484"><div class="yiv9475937279m_-5169553139751183187yiv7238534165gmail_extra" id="yui_3_16_0_ym19_1_1495613070824_105952"><br clear="none"><div class="yiv9475937279m_-5169553139751183187yiv7238534165gmail_quote" id="yui_3_16_0_ym19_1_1495613070824_105951"><div><div class="yiv9475937279h5">On Sat, May 13, 2017 at 11:15 AM, Walubengo J <span dir="ltr"><<a rel="nofollow" shape="rect" ymailto="mailto:jwalu@yahoo.com" target="_blank" href="mailto:jwalu@yahoo.com">jwalu@yahoo.com</a>></span> wrote:<br clear="none"></div></div><blockquote class="yiv9475937279m_-5169553139751183187yiv7238534165gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;" id="yui_3_16_0_ym19_1_1495613070824_105950"><div id="yui_3_16_0_ym19_1_1495613070824_105949"><div style="color:#000;background-color:#fff;font-family:Helvetica Neue, Helvetica, Arial, Lucida Grande, sans-serif;font-size:16px;" id="yui_3_16_0_ym19_1_1495613070824_105948"><div><div class="yiv9475937279h5"><div><span>I just have a problem with Safaricom making reversals because someone has complained.</span></div><div id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440025"><span><br clear="none"></span></div><div id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440027"><span id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440026">What happens to my Taxi man when he drops me in town, I pay him through MPESA, then quickly call Safaricom to complain? Safaricom will have shortchanged a hard working Kenyan to favor some complaining Kenyan.</span></div><div id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440028"><span><br clear="none"></span></div><div id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440031"><span id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440088">Methinks the whole reversal process is flawed and assumes every one is 'well-behaved'.</span></div><div id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440031"><span><br clear="none"></span></div><div id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440031">Unless I am missing something and plead to be educated.</div><div id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440029"><span><br clear="none"></span></div><div id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440030"><span id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440095">walu.</span></div><div class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075qtdSeparateBR" id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_439668"><br clear="none"><br clear="none"></div></div></div><div class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yahoo_quoted" id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_439666" style="display:block;"> <div id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_439665" style="font-family:Helvetica Neue, Helvetica, Arial, Lucida Grande, sans-serif;font-size:16px;"> <div id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_439664" style="font-family:HelveticaNeue, Helvetica Neue, Helvetica, Arial, Lucida Grande, sans-serif;font-size:16px;"><div id="yui_3_16_0_ym19_1_1495613070824_105947"><div class="yiv9475937279h5" id="yui_3_16_0_ym19_1_1495613070824_105946"> <div dir="ltr" id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_439663"> <font id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_439662" size="2" face="Arial"> </font><hr id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_439661" size="1"> <b><span style="font-weight:bold;">From:</span></b> simon njoroge via kictanet <<a rel="nofollow" shape="rect" ymailto="mailto:kictanet@lists.kictanet.or.ke" target="_blank" href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a> ><br clear="none"> <b><span style="font-weight:bold;">To:</span></b> <a rel="nofollow" shape="rect" ymailto="mailto:jwalu@yahoo.com" target="_blank" href="mailto:jwalu@yahoo.com">jwalu@yahoo.com</a> <br clear="none"><b><span style="font-weight:bold;">Cc:</span></b> simon njoroge <<a rel="nofollow" shape="rect" ymailto="mailto:snjoro45@gmail.com" target="_blank" href="mailto:snjoro45@gmail.com">snjoro45@gmail.com</a>><br clear="none"> <b><span style="font-weight:bold;">Sent:</span></b> Saturday, May 13, 2017 8:07 AM<br clear="none"> <b><span style="font-weight:bold;">Subject:</span></b> Re: [kictanet] Reversing MPESA Transactions in a Today's World<br clear="none"> </div> </div></div><div class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075y_msg_container" id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440089"><div id="yui_3_16_0_ym19_1_1495613070824_106026"><div class="yiv9475937279h5" id="yui_3_16_0_ym19_1_1495613070824_106025"><br clear="none"><div id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935"><div id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440091"><div id="yui_3_16_0_ym19_1_1495613070824_106024"><div class="yiv9475937279m_-5169553139751183187yiv7238534165h5" id="yui_3_16_0_ym19_1_1495613070824_106023"><div dir="ltr" id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yui_3_16_0_ym19_1_1494439732508_440090">@ Mercy if you do call Safaricom for C2C transactions they will reverse the money as long as the receipt has not withdrawn the cash...For C2B merchants have the ability to do the reversal and most do effect the reversal when contacted by the customer. <div><br clear="none"></div><div id="yui_3_16_0_ym19_1_1495613070824_106022">In addition, Safaricom has done more to help the issue of wrong receipt with introduction of hakikisha (20 seconds verification) as well as introduced M-Pesa on the Safaricom app where you can pick the receipt number directly from your phone-book before sending. Granted the solutions my not be perfect for all but at least its making the effort to address customer concerns.</div><div><br clear="none"></div><div>On USSD yes it was a killer application and still remains however the market is maturing tech-wise especially as a result the coming of cheaper smartphones and improved data speeds. Apps will soon take over and having the app was a smart move for Safaricom. </div><div><br clear="none"></div><div id="yui_3_16_0_ym19_1_1495613070824_106035">Currently the app is at 1M downloads for both IOS and android <br clear="none"><div><br clear="none"></div><div> Regards</div></div></div></div></div><div class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935gmail_extra" id="yui_3_16_0_ym19_1_1495613070824_106058"><br clear="none"><div class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935gmail_quote" id="yui_3_16_0_ym19_1_1495613070824_106057"><div><div class="yiv9475937279m_-5169553139751183187yiv7238534165h5">On Fri, May 12, 2017 at 11:14 AM, kanini mutemi via kictanet <span dir="ltr"><<a rel="nofollow" shape="rect" ymailto="mailto:kictanet@lists.kictanet.or.ke" target="_blank" href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a> ></span> wrote:<br clear="none"></div></div><blockquote class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;" id="yui_3_16_0_ym19_1_1495613070824_106056"><div><div class="yiv9475937279m_-5169553139751183187yiv7238534165h5"><div>It's still surprising the number of complaints notwithstanding all the sieves Safaricom has in place. </div><div><br clear="none"></div><div>Why not allow for reversal? </div></div></div><div id="yui_3_16_0_ym19_1_1495613070824_106055"><br clear="none"><div class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935gmail_quote" id="yui_3_16_0_ym19_1_1495613070824_106054"><div><div class="yiv9475937279m_-5169553139751183187yiv7238534165h5"><div><div class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935h5"><div>On Fri, 12 May 2017 at 11:05 Mwendwa Kivuva via kictanet <<a rel="nofollow" shape="rect" ymailto="mailto:kictanet@lists.kictanet.or.ke" target="_blank" href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a> > wrote:<br clear="none"></div></div></div></div></div><blockquote class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;" id="yui_3_16_0_ym19_1_1495613070824_106053"><div id="yui_3_16_0_ym19_1_1495613070824_106052"><div class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935h5" id="yui_3_16_0_ym19_1_1495613070824_106051"><div id="yui_3_16_0_ym19_1_1495613070824_106050"><div class="yiv9475937279m_-5169553139751183187yiv7238534165h5" id="yui_3_16_0_ym19_1_1495613070824_106049"><div>The success of Mpesa is its simplicity. The app is great, but it can only be used by a certain demographic. The USSD like SIM toolkit was the killer application. It still remains.</div>
<div id="yui_3_16_0_ym19_1_1495613070824_106048">Not holding brief for Safaricom, the 20 second verification period they give you after sending funds through C2C transactions is a very useful feature. It gives the name of the recipient, assuming you know who you are sending cash to. Of course this does not cover all scenarios especially C2B transactions. </div>
<div>Regards </div>
<div style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;"></div></div></div><div style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;" id="yui_3_16_0_ym19_1_1495613070824_106067"><div id="yui_3_16_0_ym19_1_1495613070824_106066"><div class="yiv9475937279m_-5169553139751183187yiv7238534165h5" id="yui_3_16_0_ym19_1_1495613070824_106065"><div id="yui_3_16_0_ym19_1_1495613070824_106064">Mercy,<div><br clear="none"></div><div id="yui_3_16_0_ym19_1_1495613070824_106063">Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem.</div><div><br clear="none"></div><div>That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago. </div><div><br clear="none"></div><div><br clear="none"></div><div>Best Regards <br clear="none"></div></div></div></div><div class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935gmail_extra" id="yui_3_16_0_ym19_1_1495613070824_106093"><br clear="none"><div class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935gmail_quote" id="yui_3_16_0_ym19_1_1495613070824_106092"><div><div class="yiv9475937279m_-5169553139751183187yiv7238534165h5">On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet <span><<a rel="nofollow" shape="rect" ymailto="mailto:kictanet@lists.kictanet.or.ke" target="_blank" href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a> ></span> wrote:<br clear="none"></div></div><blockquote class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;" id="yui_3_16_0_ym19_1_1495613070824_106091"><div id="yui_3_16_0_ym19_1_1495613070824_106097"><div class="yiv9475937279m_-5169553139751183187yiv7238534165h5" id="yui_3_16_0_ym19_1_1495613070824_106096"><div id="yui_3_16_0_ym19_1_1495613070824_106095">Great Timothy, I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful. <div><br clear="none"></div><div>Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone. </div><div id="yui_3_16_0_ym19_1_1495613070824_106094"><br clear="none"></div></div></div></div><div class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935gmail_extra" id="yui_3_16_0_ym19_1_1495613070824_106090"><br clear="none"><div class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935gmail_quote" id="yui_3_16_0_ym19_1_1495613070824_106089"><div><div class="yiv9475937279m_-5169553139751183187yiv7238534165h5"><div><div class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935m_-7072877839111518870m_459484669115673588m_-2578830002030117373h5">On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" <<a rel="nofollow" shape="rect" ymailto="mailto:kictanet@lists.kictanet.or.ke" target="_blank" href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a> > wrote:<br clear="none"></div></div></div></div><blockquote class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;" id="yui_3_16_0_ym19_1_1495613070824_106088"><div id="yui_3_16_0_ym19_1_1495613070824_106087"><div class="yiv9475937279m_-5169553139751183187yiv7238534165h5" id="yui_3_16_0_ym19_1_1495613070824_106086"><div id="yui_3_16_0_ym19_1_1495613070824_106085"><div class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935m_-7072877839111518870m_459484669115673588m_-2578830002030117373h5" id="yui_3_16_0_ym19_1_1495613070824_106084"><div id="yui_3_16_0_ym19_1_1495613070824_106083">Hi Mercy<div id="yui_3_16_0_ym19_1_1495613070824_106082"><br clear="none"></div><div>Have you tried the new safaricom App ? Get it from playstore and share your experience. </div><div><br clear="none"></div><div>It's has laid a foundation for live chatbot.</div><div><br clear="none"><br clear="none"><div> <br clear="none"><br clear="none"> <br clear="none"><br clear="none">Timothy Oriedo<br clear="none"><br clear="none"><a rel="nofollow" shape="rect" target="_blank" href="http://about.me/Timoriedo">about.me/Timoriedo</a><br clear="none"><br clear="none"> </div></div></div><div class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935gmail_extra" id="yui_3_16_0_ym19_1_1495613070824_106108"><br clear="none"><div class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935gmail_quote" id="yui_3_16_0_ym19_1_1495613070824_106107">On 12 May 2017 07:23, "kanini mutemi via kictanet" <<a rel="nofollow" shape="rect" ymailto="mailto:kictanet@lists.kictanet.or.ke" target="_blank" href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a> > wrote:<br clear="none"><blockquote class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935m_-7072877839111518870m_459484669115673588m_-2578830002030117373m_-3638932211343203505m_-4464256682371026715quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;" id="yui_3_16_0_ym19_1_1495613070824_106106">Hello everyone.<div><br clear="none"></div><div>I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔)</div><div><br clear="none"></div><div>I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction. </div><div><br clear="none"></div><div>Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken. </div><div><br clear="none"></div><div id="yui_3_16_0_ym19_1_1495613070824_106187">Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers. </div><div><br clear="none"></div><div>Have a great day ahead. </div><font color="#888888"></font><div>-- <br clear="none"></div><div><div><div><div><div><div><div><div><span style="font-family:georgia, serif;"><b>Mercy Mutemi, Advocate</b>. <br clear="none"></span></div></div><div><span style="font-family:georgia, serif;"><br clear="none"></span></div><div><span style="font-family:georgia, serif;"><b><i><br clear="none"></i></b></span></div><br clear="none"></div></div></div></div></div></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 clear="none">
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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 clear="none">
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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.</span></span></blockquote></div></div><span class="yiv9475937279m_-5169553139751183187yiv7238534165"><span class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935HOEnZb"><font color="#888888"></font></span></span><div dir="ltr">-- <br clear="none"></div><div><div dir="ltr"><div><div dir="ltr"><div><div dir="ltr"><div><div><span style="font-family:georgia, serif;"><b>Mercy Mutemi, Advocate</b>. <br clear="none"></span></div></div><div><span style="font-family:georgia, serif;"><br clear="none"></span></div><div><span style="font-family:georgia, serif;"><b><i><br clear="none"></i></b></span></div><br clear="none"></div></div></div></div></div></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 clear="none">
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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 clear="none"></div></blockquote></div><div class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935yqt0987423525" id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yiv9801706935yqtfd65229"><br clear="none"></div></div></div></div></div></div><div class="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yqt0987423525" id="yiv9475937279m_-5169553139751183187yiv7238534165m_1499136274874759075yqtfd87895"><div><div class="yiv9475937279h5"><span class="yiv9475937279m_-5169553139751183187yiv7238534165">______________________________ _________________<br clear="none">kictanet mailing list<br clear="none"><a rel="nofollow" shape="rect" ymailto="mailto:kictanet@lists.kictanet.or.ke" target="_blank" href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a><br clear="none"><a rel="nofollow" shape="rect" target="_blank" href="https://lists.kictanet.or.ke/mailman/listinfo/kictanet">https://lists.kictanet.or.ke/ mailman/listinfo/kictanet</a><br clear="none">Twitter: <a rel="nofollow" shape="rect" target="_blank" href="http://twitter.com/kictanet">http://twitter.com/kictanet</a><br clear="none">Facebook: <a rel="nofollow" shape="rect" target="_blank" href="https://www.facebook.com/KICTANet/">https://www.facebook.com/ KICTANet/</a><br clear="none"><br clear="none"></span></div></div>Unsubscribe or change your options at <a rel="nofollow" shape="rect" target="_blank" href="https://lists.kictanet.or.ke/mailman/options/kictanet/jwalu%40yahoo.com">https://lists.kictanet.or.ke/ mailman/options/kictanet/ jwalu%40yahoo.com</a><span class="yiv9475937279"><span class="yiv9475937279m_-5169553139751183187yiv7238534165"><br clear="none"><br clear="none">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 clear="none"><br clear="none">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.</span></span></div><br clear="none"><br clear="none"></div> </div> </div> </div></div></div></blockquote></div><br clear="none"></div></div></div></div><br clear="none"><br clear="none"></div> </div> </div> </div></div></div></div><br clear="none">______________________________ _________________<br clear="none">
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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 clear="none">
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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 clear="none"></blockquote></div><br clear="none"></div></div></div><br clear="none"><br clear="none"></div> </div></div><div class="yiv9475937279yqt1083538664" id="yiv9475937279yqtfd52835"> </div></div><div class="yiv9475937279yqt1083538664" id="yiv9475937279yqtfd70963"> </div></div></div></div></div><div class="yqt1083538664" id="yqtfd68953">_______________________________________________<br clear="none">kictanet mailing list<br clear="none"><a shape="rect" ymailto="mailto:kictanet@lists.kictanet.or.ke" href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a><br clear="none"><a shape="rect" href="https://lists.kictanet.or.ke/mailman/listinfo/kictanet" target="_blank">https://lists.kictanet.or.ke/mailman/listinfo/kictanet</a><br clear="none">Twitter: <a shape="rect" href="http://twitter.com/kictanet" target="_blank">http://twitter.com/kictanet</a><br clear="none">Facebook: <a shape="rect" href="https://www.facebook.com/KICTANet/" target="_blank">https://www.facebook.com/KICTANet/</a><br clear="none"><br clear="none">Unsubscribe or change your options at <a shape="rect" href="https://lists.kictanet.or.ke/mailman/options/kictanet/jwalu%40yahoo.com" target="_blank">https://lists.kictanet.or.ke/mailman/options/kictanet/jwalu%40yahoo.com</a><br clear="none"><br clear="none">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 clear="none"><br clear="none">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.</div><br><br></div> </div> </div> </div></div></body></html>