A KCB M-PESA customer has raised alarm after waking up to find that about KSh11,000 had disappeared from her savings balance, only for Safaricom customer care to later tell her that the money had been moved through a series of transactions she says she never initiated.
The customer, Hebsiba, raised the complaint publicly on X early Friday morning, saying her last KCB M-PESA savings transaction had left her with about KSh17,000 at 8:32pm on September 17, 2026, only for her balance to fall by roughly KSh11,000 by the time she woke up.
“My last KCB M-PESA savings transaction was at 17k at 8:32pm. I’ve woken up to 11k less. @SafaricomPLC mnafanya nini huko?????”
What followed was a lengthy exchange between the customer and Safaricom Care, with the telecom company initially confirming a KSh12,000 withdrawal from her KCB M-PESA account and asking whether she had attempted to withdraw the money.
Hebsiba immediately denied making any such withdrawal and demanded to know where the money had gone, saying she had not initiated any transaction.
She also pointed out that if KSh12,000 had actually been withdrawn from her KCB M-PESA savings, her balance should have fallen by that amount, yet the figures appearing on her account did not make sense to her.
The exchange became more concerning when Safaricom later informed her that the KSh12,000 had apparently moved through several stages.
According to the response shared by the customer, KSh12,000 was withdrawn to M-PESA, KSh1,689.96 was used to settle a Fuliza M-PESA obligation and KSh10,000 was subsequently sent to a Co-operative Bank account.
That explanation only raised more questions for the customer because she maintained that she had not initiated any of those transactions and could not see the alleged movement of the money in her M-PESA account.
“So money was withdrawn from my KCB M-PESA to my M-PESA and then to a CO-OP account while I was asleep?”
Safaricom customer care subsequently advised her to obtain a full M-PESA statement through the available M-PESA statement channels or from a Safaricom retail centre, while the customer continued demanding an explanation for how the money could have moved without her knowledge.
They have asked me to check my MPESA statement , I have . There isn’t a transaction of the money coming in of my MPESA or to the co-op bank they’re talking about . PeterNdegwa, SafaricomPLC this is daylight robbery
Another screenshot shared in the complaint shows Safaricom confirming a transfer of KSh2,000 from the KCB M-PESA account on September 17 at 8:32pm, stating that the KCB M-PESA balance after the transaction was KSh17,000.89 and that the new M-PESA balance was KSh2,000.
The customer, meanwhile, says her account history does not show the money being deposited into her M-PESA account or transferred to the Co-operative Bank account mentioned by Safaricom.
They have asked me to check my MPESA statement, I have. There isn’t a transaction of the money coming in of my MPESA or to the co-op bank they’re talking about.”
The screenshots also show the customer questioning why Safaricom was not directly answering where the money had been transferred, instead directing her towards obtaining a full statement.
The complaint has since attracted responses from other users who say they have experienced similar discrepancies involving their KCB M-PESA balances.
One user claimed they had also woken up to find KSh4,000 less, while another publicly questioned Safaricom and KCB over a separate complaint involving customers remaining listed with the Credit Reference Bureau long after clearing outstanding loans.
I used to think these are jokes, it also happened to me but fortunately i didn't have money in my mpesa. I found five mpesa messages someone was trying to send themselves money, mind you its 2am i only woke up to those messages. Delete mpesa app and my one app.
The reports have raised concern among customers over whether the incidents could be connected to a system problem, although the available screenshots do not establish the cause of the disputed transactions.
It’s either an issue with the system or they employ thieves . Please read these screenshots !! What a way to ruin my morning
For Hebsiba, the central issue remains simple. She says she did not authorise the transactions, did not receive the money into her M-PESA wallet and did not send KSh10,000 to a Co-operative Bank account, yet Safaricom's customer care appears to have records indicating that the money moved through those channels.
Hello MissGatheca, we are sorry to hear this. Kindly DM a brief of the issue, include your mobile number, full names, ID number and year of birth as well.^MM
The quote show that Safaricom has engaged the customer and asked her to provide personal details through a private channel to investigate the complaint. The company has also directed her to obtain a full statement that could provide a complete transaction trail.
The bigger question is one that customers will be watching closely: if the money was genuinely transferred from KCB M-PESA to M-PESA and then to a Co-operative Bank account, where is the transaction record showing that movement, who initiated it and why did the customer wake up to a reduced balance without making the transfer herself?