Safaricom recently addressed a concern raised by a customer following a failed M-Pesa transaction at a local shop. The customer had made a request to an agent, but the transaction did not go through as expected. This prompted the customer to reach out for assistance through official Safaricom channels.
Upon receiving the complaint, Safaricom initiated a follow-up process. The company reached out to both the customer and the M-Pesa agent involved to clarify the issue. Through this effort, the matter was resolved, and both parties received the necessary support.
Safaricom noted the importance of maintaining clear communication and ensuring that customers receive timely assistance when problems occur. The company continues to work on improving service delivery across its mobile money platform.
Incidents like this highlight the ongoing need for responsive customer service and transparency in digital financial services. As more Kenyans rely on mobile transactions, handling such concerns effectively remains essential for all stakeholders in the sector.
