Safaricom PLC Recensioni 

Please please allow me to annotate my Mpesa transactions - at the end of the month I sit there wondering what some of my payments were for, please do it for both send money and Lipa na Mpesa, please - it is so hard to run a my accounts.

The customer care is horrendous. If you ever need to speak to a human being, it is impossible on call. Everything is automated. But the automation is horrible. It is not helpful at all. I spent money to the wrong number and I failed to get it back because when the recipient moves the money, and you can't get in touch with customer care, you are on your own. The mpesa charges are so high as well. If you can opt for another network, please do.

I had previously complained about the unfriendly and unwelcoming treatment I received from a staff member at this mobile provider's store when I visited with a foreign passport to purchase a local SIM card. I was told that my complaint would be addressed.

Unfortunately, when I returned the following day, my experience was even worse.

This time, another employee named Mercy was present. She took my passport and handled it in a way that I found completely unacceptable. She repeatedly bent and manipulated the pages to the point that some of them remained visibly bent afterward. This is an official travel document, not an ordinary piece of paper, and I was extremely upset to see my passport treated so carelessly.

I asked her why she was handling it that way.

The interaction then became even more uncomfortable. Mercy began asking numerous questions about my immigration status and searching through my passport for my immigration entry stamp. I showed her the relevant stamp, but the questioning continued, including questions about my immigration status and how I had entered the country.

I explained that I was legally present in the country and could not understand why this level of questioning was necessary simply for me to purchase a SIM card. If particular immigration documentation was legally required for SIM registration, I would have had no problem providing the specific required document and answering relevant questions. What I found objectionable was the manner in which the interaction was conducted and the way my passport was handled.

This was particularly disappointing because I had returned after already complaining about the customer service during my previous visit and had been told that my complaint would be addressed. Instead of seeing an improvement, I had an even worse experience with another employee.

At that point, I had lost confidence in this provider. I decided not to continue with the SIM-card purchase and left the store.

A customer visiting with a foreign passport should still be treated professionally and respectfully. Staff may need to verify identification or immigration documents where required, but that does not justify careless handling of an important travel document or making a customer feel as though they are being interrogated rather than assisted.

After two consecutive negative experiences, I was sufficiently disappointed that I chose to take my business elsewhere.

Dear Safaricom Management,

(CC: Central Bank of Kenya & Communications Authority of Kenya)

Due to Safaricom's ongoing failure to unblock my funds (Ref: UHF1FOLQCD) and the breach of your August 19th resolution deadline, this matter has now been escalated publicly on Trustpilot and social media channels.

Furthermore, formal escalation to the Central Bank of Kenya (CBK) Consumer Protection unit is underway regarding Safaricom's practice of blocking customer balances based on unverified third-party claims without statement proof.

I demand the immediate release of my funds to avoid further legal and public escalation.

Marcin

When you don't transact significant money they appear competent and honest. Larger amounts will teach you their true nature do not rely on this shady company you will get burnt.

They gave us wrong information. That we only needed to pay 2999 and the 1st month of internet is sorted. Two months in, they disconnect our internet(yet it was paid for) and said we have a balance. It turns out, the 1st payment was a deposit.

Borrowed Ksh 200 airtime. paid using a different number, the full 200. I still owe them Ksh 55. Cannot understand where ths Ksh 55 debt came from. Tried customer help, only talked to some robot. Ditching them for good!

My niece was conned by scammers using Safaricom numbers. I initially started by contacting Zuri which is a nightmare and unfortunately the automated conversations don't get monitored. I've talked to 3 different customer care reps, they couldn't do anything yet the numbers these scammers are using are still active, they are going on with their business of conning Safaricom customers.I wonder if these scammers are in league with Safaricom staff. Very unfortunate I'm ditching them for good.

Safaricom it's 2026 and you're still having network issues do you know how many clients i am annoying and how many deals i'll lose because you don't want to fix this issues

I am extremely annoyed that safaricom can take 75 shillings for a 16minute call. I am even more annoyed that even if I buy minutes safaricom still continues to eat my credit money and ignores the minutes I bought. I hate that the call and sms deals change after every day so it's like you have to study the offers instead of it being easy. But most annoyingly of all is how safaricom takes all of my money for very little service. If Airtel or telecom had better CEOs that can lead them in the right direction I would go there. Safaricom you are too expensive for nothing

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 😞

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