This archive report was first published on 8 January 2020.
Published on January 8, 2020, Safaricom is investigating complaints from several subscribers who claim fraudsters attempted to con them of funds from their mobile accounts using the company's official customer care number, 0722 000 000.
Subscribers took to social media to report receiving voice calls from the number, with the callers claiming to be customer care agents from Safaricom and even confirming personal details such as M-Pesa transaction history.
One subscriber, Steve Muiruri, asked Safaricom on Twitter, 'I got a call from this number 0722 000 000, an outright conman trying to extort info from me about my M-Pesa, Mshwari and KCB M-Pesa. Is it your staff are now calling using that number or who because I think this is your official number?'
Another subscriber, Njeri Mukuria, questioned how a caller had access to her personal details, including date of birth, place of residence, the details of the last three M-Pesa transactions, log-in details such as PIN and PUK numbers, as well as information on her mother.
Safaricom responded to the complaints, saying, 'We are following your issue. No stone will remain unturned. Let us jealously protect our personal details, if in doubt we are here to confirm. Thanks for keeping us posted, it helps us keep all transactions on our platform safe.'
The incident has raised concerns over the company's exposure to fraudsters and the safety of subscribers' personal data, particularly on the successful M-Pesa platform.
