Good morning Preston,

Access to our MPESA helpline has been simplified.

Many people were having difficulty navigating the IVR and we have removed IVR on MPESA .

Calls to 234 will now go through directly to our agents.

To reduce wrong money transfers, we introduced new Safaricom SIM card which allows one to access SIM contacts when performing M-PESA transactions. To use the new card, one needs save the phone numbers that are frequently used for M-PESA transactions on the SIM card. The new Safaricom SIM card is available in Safaricom retail centres, dealer outlets and M-PESA agent outlets countrywide at a cost of Kshs50 for a SIM replacement and Kshs100 for a new Safaricom line

Regards,

Naomi Maiwa

From: kictanet-bounces+support=safaricom.co.ke@lists.kictanet.or.ke [mailto:kictanet-bounces+support=safaricom.co.ke@lists.kictanet.or.ke] On Behalf Of Preston Odera
Sent: Monday, February 14, 2011 7:33 PM
To: Safaricom Support
Cc: KICTAnet ICT Policy Discussions
Subject: [kictanet] Challanges facing Mpesa Agents

Can Safaricom shed some light on this:-

When money is sent erroneously to a wrong number it has been very very difficult to reach the customer care on time to report the incident resulting in loss of funds.

It would be interesting to get some statistics by month on how much agents/customers are losing by not reaching the hotline in time.

Information from agents indicates that it is near impossible to reach the hotline in time to safe the situation. The line is unavailable and could take from 30 to 60 minutes. Always the agents and their assistants have to suffer the loss. by this time money will have been withdrawn by the recipient.

Preston

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