Thank you for this article, Victor.
This is quite frightening because prepaid customers on Safaricom cannot call 100 and get served by an agent (that was my experience which made me migrate back to postpaid).
If the gentleman in this article acted as quickly as he possibly could and reached out to Safaricom on Twitter yet did not get the help he needed then something is terribly wrong with that online reporting system.
I've noticed that when customer service agents respond on social media they respond based on their own perceptions and not what the client tells them. This isn't always the case and I'm not referring to Safaricom alone. As a random example I reported not having received my electricity bill to Kanya Power on Twitter. Instead of sending me my estimate, one of the agents asked for the nearest marker to my place so they could send technical support.
Another problem is when you call to report fraud with your bank then they start asking you questions which feel irrelevant at the time. I once thought my card had been hacked so when I called to report it they asked me some silly questions. I don't remember what they were but I do remember being pissed and having to contain myself under the pressure.
There needs to be a tightening of customer service particularly with respect to online fraud reporting.
I don't know what other pieces need to be fixed. This is where my personal beef is.
Deborah