NAIROBI, KENYA: On 2018-11-21, Safaricom said it was not taking money from subscribers’ M-Pesa wallets without notice when they buy airtime or data bundles for another user who still owes money under Okoa Jahazi.
The telco said the confusion comes from the way Sambaza credit and bundle transfers are completed. Before a customer finalises the transaction, the system first asks whether they want to clear the outstanding Okoa Jahazi balance and proceed with the purchase, or cancel the process entirely.
Safaricom said customers should pay close attention to the prompts shown on their phones before confirming any transfer. In its statement, the company said: “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.”
The company explained that the extra charge is not hidden. If a subscriber chooses to send a data bundle to another customer, the menu on 544# first offers more options, including the chance to Sambaza additional airtime to settle any unpaid Okoa Jahazi amount.
Safaricom gave an example to show how the process works. If a customer wants to buy bundles worth Sh100 for another user who has an Okoa Jahazi debt of Sh50, the total amount charged becomes Sh150.
After the customer accepts, the transaction moves to the M-PESA menu, where the user is asked again to confirm the full amount by entering a PIN. Safaricom said that step is part of the normal payment process and is meant to ensure the customer approves the combined charge.
The clarification came as some subscribers raised concerns that money was being deducted unexpectedly when sending credit or bundles to indebted users. Safaricom’s position was that the customer must actively agree to any payment covering both the new purchase and the existing balance.
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