Robert, wouldn't it be easiest to put your friend directly in touch with Wachira off this list to resolve this specific issue? If that doesn't yield any results, then you can always look at other options. Or if it can be resolved, then you or Wachira could give everyone on the list a short feedback so that we know it's been sorted? On 4 July 2011 17:17, robert yawe <robertyawe@yahoo.co.uk> wrote:
Hi Wachira,
Seems Dr. Ndemo has thrown the ball back in your backyard so here is our response to your issues;
1. Safaricom logged onto the paybill account and made a reversal without notifying them or being requested from them, which is the bone of contention here. Please lets address that issue as you have not yet done so in your mail.
2. The charges incurred by the paybill number cannot be invoiced as if that is done it shall be deemed that services where rendered to Safaricom thus incurring taxes and with holding tax. What Safaricom need to do is issue a credit note. Please clarify this issue with your finance fellows so as to make sure that we are on the same page.
I believe your response to the issues raised above will determine if we need to have a meeting with the PS as referee on Thursday.
Regards
Robert Yawe KAY System Technologies Ltd Phoenix House, 6th Floor P O Box 55806 Nairobi, 00200 Kenya
Tel: +254722511225, +254202010696
------------------------------ *From:* Kangaru Wachira Kangaru <KWachira@Safaricom.co.ke> *To:* robert yawe <robertyawe@yahoo.co.uk>
*Cc:* KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> *Sent:* Mon, 4 July, 2011 13:59:10 *Subject:* RE: [kictanet] How secure is mpesa
Robert,
Thank you for your feedback.
We would like to take this opportunity to provide clarity on the reversal process and the steps we taken to ensure the integrity of the system and process while securing subscriber’s cash.
Safaricom does not initiate the reversal but in our effort to assist customers who make genuine mistakes, we contact the PayBill partner with a request that they reverse the entry, which they are expected to do after establishing, on their side, that it is indeed a genuine error.
Where a customer contacts us that they have paid to the wrong number, we follow the below process;
1. The customer is given the contact numbers for the partner they paid in error to request for a reversal since as Safaricom, we cannot tell if the customer genuinely paid to the wrong client.
2. If the customer is referred back to Safaricom, we contact the partner through an e-mail requesting for assistance.
3. The PayBill partner then reverses the transaction by sending the money back to the customer.
4. If the PayBill partner is unable to reverse the transaction, we reverse it back on their behalf after we receive the instructions from them.
The challenge that PayBill partners have been facing is that the charges incurred by them after the reversal to the customer is not reversible. However, we recognize the inconvenience this may pose and our Product Development team is looking into this with a view to come up with a long-term solution. In the meantime, we request our partners to invoice for the value after which we refund them.
On a wider scale, we are carrying out the BIG SIM (phone look-up) education to encourage subscribers to save PayBill numbers on their SIMs to avoid such errors. We have also introduced a service that allows our subscribers, on dialing *234#, to look up and verify PayBill account numbers. All this is actively done in keeping with our promise to give the best experience to our customers in all facets of our operations.
We are happy to be part of this discussion and appreciate the feedback we are getting. We reiterate our commitment to continue reviewing our processes to improve service offerings.
Regards,
__________________________________________________
Wachira Kang’aru
Public Relations Manager | Safaricom |
Telephone: +254 722 003973 |
Mobile: +254 722 574424
__________________________________________________
Wachira Kang’aru
Manager, Public Relations| Safaricom |
Telephone: +254 722 003973 |
Mobile: +254 722 574424
*From:* kictanet-bounces+wkangaru=gmail.com@lists.kictanet.or.ke [mailto: kictanet-bounces+wkangaru=gmail.com@lists.kictanet.or.ke] *On Behalf Of *robert yawe *Sent:* Monday, July 04, 2011 9:13 AM *To:* wkangaru@gmail.com
*Cc:* KICTAnet ICT Policy Discussions *Subject:* [kictanet] How secure is mpesa
Hi,
I am writing this post with a heavy heart as it will likely reverse gains that have been made in the ecommerce and ebanking/mbanking environment.
A client of mine, who shall remain unnamed for now in typical Kenya fashion, runs a site that accepts payments using the mpesa paybill system. Due to the close similarity in various paybill number there has been a tendency for people to send money to the account erroneously.
As the errors have grown over time the client has had to come up with a way to manage the reversals so us to reduce the impact on their operations. Last week Safaricom accessed the paybill number's account and initiated reversals without notifying them.
How sure is Safaricom that the person who indicated that they had sent the money to the wrong number had not already consumed services? As the post master general in waiting I am concerned that such action would have negative effect on ecommerce as reversal of a transaction based on the request of one party will definitely harm the other.
The reversed transaction still incurs the owner of the paybill number a cost that is not reversed, this issue was previously raised with the former MD of Safaricom Mr. Michael Joseph who instructed one of the managers to look into and resolve. It has been over 2 years and the issue is yet to be concluded.
This action also indicates the issue of Safaricom mistreating SME organisations, if the error was made with the KPLC or Co-Op Bank accounts would the staff have the audacity to make direct reversals on the system?
I believe the term for such action is blatant impunity that can only be practised by a monopolistic player in an industry.
With a heavy heart I send this post hoping that it will act as a wake up call both to Safaricom and the regulators (CCK & Central Bank) that we need better control and monitoring of the money transfer market otherwise we stand to scare the public which would result in its slow down.
Regards
Robert Yawe
KAY System Technologies Ltd Phoenix House, 6th Floor P O Box 55806 Nairobi, 00200 Kenya
Tel: +254722511225, +254202010696
------------------------------
*From:* Eugene Lidede (Synergy) [mailto: eugene@synergy.co.ke ] *Sent:* 04 July 2011 09:05 *To:* robertyawe@synergy.co.ke *Subject:* M-PESA irregularities
Robert,
As we spoke;
i) Safaricom is now directly manipulating transactions in our M-PESA account without our consent or any manner of reference to us. Is this proper? (see red circle in picture below)
ii) They never refund monies deducted from us resulting from the said reversals despite the fact that we are not party to initiating the “wrong payments� (see blue circle). These are wrong payments intended for co-op bank’s 400200 but instead sent to our 400100.
iii) This issue has been outstanding since October last year during Michael Josephs days. Safaricom has refused to sort it out. Several emails to their M-PESA department regarding this issue have gone unanswered even those specifically addressed to the referenced Caroline lady.
iv) With the deteriorating relationship, it might be time we considered PesaPal, ZAP and Orange money seriously as a payment platform for our retail subscribers
Regards
*Eugene Lidede | *Chief Technology Officer | Synergy Systems Limited
6th Floor, Phoenix House, Kenyatta Ave. | Cell: +254 721 289497/476367 | Tel: +254 20 2113163
live.mystocks.co.ke | www.propertykenya.com | www.mystocks.co.ke
*Outstanding Online Investment Content Provider 2009* – Computer Society of Kenya
------------------------------ *Note:* All emails sent from Safaricom Limited are subject to Safaricom’s Email Terms & Conditions. Please click here<http://www.safaricom.co.ke/Emailtermsandconditions>to read the policy. ------------------------------ * *
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