*Editor’s Note: This complaint has been published as received. No redactions have taken place to avoid legal issues pending a court order in favor of Bob Collymore. He will also confirm receipt of this same complaint.
Good Evening Mr. Cyprian
This is an email as per our brief chat on twitter dm this evening
I write to request assistance for my staff member Mr. Festus Wambua Maingi who lost Ksh. 7800.00 from his Mpesa account and his is an interesting issue
His mobile number at the time of this incident was 0713219***but after the unfortunate incident below, he’s changed his number to 0723099***
You are at liberty to speak to him and get more information
Mr. Festus has requested me to seek assistance for him due to the fact that he would not be accorded assistance and justice from our corporates nor legal institutions. You are the only man Safaricom listens to, we were told.
I have inquired on all the possible reasons and responses to his concerns
Below mentioned is his case and further details can be brought to your attention if needed
On the 13th of January 2018, Mr. Festus Wambua receives a call from 0708377182 at 11.53 am twice and 11.56 am
The caller informed Mr. Festus that his number was registered twice and needed to call a particular number to get a code and maintain one registration only
Mr. Festus sensed this to be a spammer and disconnected the call and the matter ended, he did not give any attention to the caller nor did he key in any codes nor call anyone pertaining to that matter
The same evening, Mr. Festus spoke to his spouse at 19.59 hrs and went to bed
On the 14th January, early hours in the morning around 3.00am Mr. Festus wakes up to prepare for a trip to travel to his rural home and notices no network on his mobile phone
He waits for the morning working hours for Safaricom Customer Care to respond to his concern
Upon getting through to the customer care around 2.00 pm, he is informed that the line was replaced in the early hours in the morning and that he also requested for his Mpesa PIN since he had forgotten
He inquired about the money in his Mpesa account and was informed that it was transacted
All this came as a shock to Mr. Festus Maingi as he still has the same sim card and remembers his Mpesa PIN very well
Safaricom customer care could not assist him any further over the phone and advised him to visit Safaricom offices for assistance
On the 15th January, Mr. Festus visits Safaricom office in Sarit Centre and is not well served and informed to report it to the police
Today the 19th January, Mr. Festus visits Safaricom office at Westgate and is given a statement of his account (Attached with this mail) he is also informed that the money was transferred from his Mpesa account to an Equity bank account using a pay bill number as indicated on the statement
Mr. Festus also visits Equity bank and is advised by the customer relations manager that he should forget about the money because they are unable to disclose details and moreover, he wouldn’t be able to do anything
Cyprian, there is a lot to extract from the above case:
- How did Safaricom network disappear from Mr. Festus’s phone?
- He is being the registered owner, how could someone else get a line replacement?
- What documentation did the Safaricom agent etc use for line replacement?
- How on earth can Safaricom customer care reveal a Mpesa PIN to a person purporting to be the owner and having forgotten his Mpesa PIN over the phone?
It is my request that you bring the culprits to book and assist Mr. Festus recover his hard earned money
In my opinion, the whole matter starts with Safaricom
Please find attachments that may be of help to you
Looking forward to your assistance
Hitul S. Adatia
Note: If you have experienced such a case please email to [email protected] and we will help you.
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