Robert Could it be an over zealous employee thinking he was doing a good service to a user ? Or could it be lack of proper policy's and procedures to handle an event like this. I also think there's an issue for the regulating body here to intervene and ensure proper governance. I think this an issue that can be resolved. The product is good and has many positive points hoping the concerned parties can put in place proper accountable procedures. The mistakes will always happen so all we need to do is make sure we can recover from the mistake with minimal disruption. Badru Ntege CEO NFT Consult Ltd Www.Nftconsult.com On 4 Jul 2011, at 09:12, robert yawe <robertyawe@yahoo.co.uk> wrote:
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 considered ZAP and Orange money seriously as a payment platform for our retail subscribers
<image001.jpg>
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
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