Corporate Fraud

Hidden Scandal: Clients complain about theft by Safaricom

Safaricom Chief Customer Officer Sylvia Mulinge

Yesterday, we shared two accounts of Safaricom clients complaining about theft by the Telco.

Those articles received massive traffic and elicited more reactions and tales of more theft.

I call this hidden scandal because for nearly a year, cases of theft at Safaricom hasn’t been covered by the mainstream media or blogs.

Nothing has changed as Safaricom in terms of customer data security. With billions in profits, one would expect Safaricom to be super prepared to deal with customers issues, not least to better protect clients data.

The first article from yesterday exposed how a client lost over Sh8000 airtime and 8GB of data in record time. The second exposed how a client lost Sh1000 from MShwari Lock savings account.

Peter Ndegwa, CEO Safaricom

Below are some of the other reactions from comments on the two articles:

I also lost some amount of cash. Called them and I was told they will refund after 72 hours. It’s one month nowDon’carlos Wamae

I lost 2k from mshwari 4year ago and no one from their customer service gave a satisfying answer of where the money went or how to get it back.Benjamin Munyao Nguli

Safaricom, Safaricom Safaricom…… day I will ever trust you. My line only does send and receive of money pekee. The rest is history Gen O E Mong’are

When Kenyans are in management what do you expect?P Cariu Mb

Tangu 19k ipotee kwa simu yangu, I don’t trust them anymore – Suleiman Ngwangu

Safaricom ni Wezi – Amos Kibet

Kila usiku wananiibia 50 eti nimeokoa, wezi kabisa -Bernard Odhiambo

These are the things we expected with the changes. We are African and Africa is our business – Robert Lemayan

Took okoa 100 then they sent msg can again 100 sometimes back to after sometime just confirmed my debt ati it’s 350, Had nowhere to ask who took 150,,,, – Hardy Obiero

They recently consumed my 12 GB within 4 hrs. Their systems could not trace my usability within the 4 hrs. I had to pin them down mpaka wakarudisha kama “loyalty data” 24 hrs later. – elocin

I had to pay okoa jahazi of 500, when my limit is only 50! Awuoro! – JaAsembo

On Wednesday this week I found out my phone having an okoa jahazi that I had not borrowed – TONY

They still use safaricom? For mpesa goodbut other things try elsewhere – Alf.Masira Em


  1. Safaricom accused of hacking a client’s phone, using up his over 8k airtime in seconds
  2. ‘Safaricom and NCBA Bank engaging in theft of people’s savings on MShwari’, A Client Says

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