On 2018-11-20, Safaricom moved to clarify complaints that it was deducting money from subscribers’ M-Pesa wallets when they bought airtime or data bundles for other users.
The telecom company said the issue was tied to the steps customers follow when using Sambaza credit and bundles for a recipient who still has an Okoa Jahazi balance. In those cases, Safaricom said, the system may prompt the sender to clear the debt and complete the purchase in one transaction.
“Customers, however, are always advised to note a few things about the services before going ahead and buying airtime or bundles for a loved one from their phones,” read part of the statement from Safaricom.
According to the company, a customer who wants to send airtime or data to another line may be asked whether to settle the pending Okoa Jahazi amount, add more credit or bundles, or cancel the transaction altogether.
Safaricom also gave an example of the process for sending a data bundle. A user is told to dial 544#, select 98 to see more options, and then choose 13 to send a data bundle to another customer. At the final stage, the sender can also choose to Sambaza extra airtime if the recipient has an outstanding Okoa Jahazi balance.
In the example provided, a customer trying to buy bundles worth Ksh100 for a loved one with an Okoa Jahazi debt of Ksh 50 would end up paying Sh 150 in total.
Once the customer accepts, the transaction moves to the M-PESA menu, where the full amount must be confirmed by entering a PIN.
Sambaza credit and Okoa Jahazi remain widely used services for Kenyans who need airtime or communication credit in urgent situations.
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