Safaricom PLC Reviews 89

I give all my flowers to one, Oscar!
He has helped me with an Mpesa reversal and he was really polite.
Thumbs up!

Withdrew money from mpesa agent, was never given the money

Safaricom recently introduced My One App and my frustration is with the Zidi trader feature which has not been working. No communication on why this is happening and we have been left in dark space.

To a thief even a star is too high they deserve zero
This is unacceptable Safaricom PLC
Today we sent money to the wrong number by mistake and reported it immediately for reversal. Instead of correcting the error, I was told the money was already taken to offset a Fuliza debt on the recipient’s line.
So let me get this straight:
An innocent person makes a genuine mistake, acts quickly to fix it, and still loses their money because Safaricom prioritizes loan recovery over basic fairness?
How is it acceptable that your system can instantly recover debt, but cannot protect customers from obvious human error?
Why are customers being forced to pay for debts they did not take?
Why is there no safeguard to separate mistaken transactions from actual payments?
This is not just a system flaw—it feels like exploitation.
You aggressively recover Fuliza loans, yet take zero responsibility when your system punishes the wrong person. That is not innovation. That is shifting risk onto innocent users.
Is this what consumer protection looks like under the Central Bank of Kenya?
Kenyans deserve better than a system where one mistake can cost you your money with no recourse.
Fix this. and on your development , build a system based on Trust , that prioritizes ethics. #SystemYaMajambazi

Safaricom fails to acknowledge people abroad!

I have tried everything. I have entered into a bit.ly address provided by Safaricom to update my credentials. I have tried on their kyc-upload location - but it fails my valid but expired passport.

Safaricom is asking me to use the credentials I used to register the account with. I am using that passport which I used - and - the kyc-upload site tells me that my passport has expired - which is true - it expired by 4th of December 2024. But that does not mean that the passport is invalid as a source of identifying me!

This distinction fails many corporates, as they seem to think that a passport is invalid just because of that it cannot be used to travel abroad with !!

So now I am here, in Denmark, where I cannot verify my account with Safaricom - phone 0711 405 732 - which I have had for maybe 8 to 10 years - but - I have family in Kenya - my spouse's family - for whom I am paying house rent, school fees etc. - things I pay for from my safaricom account. I transfer to it, from Denmark, then I distribute from there. From a tax perspective that is transparent as I thereby transfer my already taxed money to my own account - so anyone can see what I do, and it is obvious that it is private.

So. If I will be forced to stop that, then I will be unable to assist my family because suddenly it will now appear as an income for my Kenyan inlaw family!!

I tried to upload my ID-card - which is our social security card in Denmark - but this failed too. Safaricom does not want to know of it at all, even though those are my official credentials here in Denmark.

So now what to do? I have written to their customercare at safaricom.co.ke email - but do you think they respond? Nope. I have sent 3 emails with some weeks in between and no response whatsoever.

So I guess that I will be closing my account, and then that's it. I will not come back. I cannot accept such idiocy. Well. I only have some 240,000 followers on social media, so I don't think that many will listen to little me - but - from my posting on Linked In it appears that many Africans are in the same trouble here abroad.

This AML and KYC and GDPR and gobbedigook seem not to be protecting us people anyway the way it was originally intended. Huge banks have transferred into the trillions (!) of white washed money - right under the nose of authorities - while we - the billions of people - are being tormented with AML and KYC and gobbedigook - even though we are all law abiding citizens of this world, only fighting for our lives and our loved ones and their livelihood.

So today - 1 star - and it is only due to that there is no possibility to mark it with 0 stars.

Sincerely
David Svarrer

The internet maybe fast and convenient , but the packages are too expensive. Their data protection dept. is non-existence, because of the spam messages being received from gambling sites and people trying to commit fraud..

I hadn't used my line in a while. When I accessed it again, I realized I had been replaced as the user and someone else was using it. Why this happens without informing the user is beyond me. Not to mention how careless this is in term of security. I was using the number to log into a lot of websites, if I hadn't noticed, my info might have landed into the wrong hands.

Internet service is slow and intermittent. Customer service is too automated and it is hard to speak to a human.

I called safaricom for home Internet installation and the initial bit was okay.I told the installer that an extender would be required after which he asked me to buy a certain cable which I did.Safaricome sent me a technician who installed wireless extender but to my dismay this man was asking me for payment.Safaricom, do you not pay your employees well enough for the to offer your services without asking for money?
Very disappointing 😞

Good job but why whenever i buy 100kes airtime i try buying a 100kes data bundle it says always not enough funds i have to top up 5bob

Safaricom has been good company and what i like about it has good network whole over the country weather you are in rural or urban areas and what a dislike from are some of its operation are not smooth

It is affordable and the internet speeds are not too shaby. Downside is in some areas the connection is weak.

I consider the quality of service of the Internet service to be the best in Kenya and few will disagree

In this day and age, acquiring a sim card shouldn't been this frustrating. Visited your shop at green span mall 3 times. As need to replace lost sim card, was asked to join a queue at # 170 something, standing for 2 hrs. Nearly passed out and went home. Went back the following day, ticketing system was down, so waited another hour. Eventually saw an agent who with few seconds told me my old line was given to someone else. So i need to get new number. Stood in another queue to get new number. The told me system is down

come back later. Anyway went back the following day esim was registered after a long process. Travelled abroad now esim has an error "esim not provisioned". Restarted the nothing... Safaricom has to be the worst option out there!!!

Bad customer service..They have made it hard for their customers to reach them

I had one of the worst experience with Safaricom. I travelled out of the country for 5 weeks and I was put offline for 4 weeks as they couldn’t activate my esim. Added to woes the physical sim line also got disconnected and my repeated mails requesting for connection has fallen on deaf ears. They kept apologising and promising but they failed miserably.They were unable to even give me the reson for disconnection. All my banking transactions were affected because OTPs couldn’t be delivered. Problem is resolved only after coming back to Kenya. Advise is while travelling have a backup.

Not as reliable as it used to be 10 years ago

They taken my 06 month advance for home internet package,
It's now 5 days sales person not pick phone, customer they said we working on it.you wait.

They poor service

They taken my money 15000 ksh

Please pray to God they return my money.
Today is 23 Nov
Still I not get any reply
For installation or return money

Poor customer service. Kept me on hold for 30 minutes three separate times without getting to speak to an agent to sort out the issue for slow speeds. They do not care about their customers.

This is for al the tourist. Safricom is your worst nightmare. They claim to be the best but they are far far from that. The company doesn't know how to give tourist a working Mpesa. I spend hours in the safricom shops and left without nothing, no working Mpesa app. Terrible. They do promises but don't keep it. They are not professional. Make sure to leave their office with a working Mpesa. Put money in the Mpesa app then you'll know if it works otherwise don't buy the simkaart.