Listers,

Someone here complained about MKOPA failing or ignoring to unlock a phone after the payment was made. I shared the CAK contact here and they responded to it as a complaint.

See below and action for your client/friend.

Good day,

JG

---------- Forwarded message ---------
From: Bramuel K. Nguya <bnguya@cak.go.ke>
Date: Wed, Jul 26, 2023 at 10:42 AM
Subject: COMPLAINT AGAINST MKOPA
To: jgmbugua <jgmbugua@gmail.com>
Cc: Adano W. Roba <aroba@cak.go.ke>, Boniface M. Makongo <bmmakongo@cak.go.ke>, Boniface Kamiti <bkamiti@cak.go.ke>, John K. Daina <jkdaina@cak.go.ke>


Dear James,

Reference is made to your complaint lodged with the Authority against M-KOPA, regarding their failure to unlock a mobile phone purchased on credit, after receiving the full payment for the phone.

To facilitate the investigation, kindly share with us the following evidence:

1. A copy of the agreement with M-KOPA containing the terms of payment and the obligations of M-KOPA upon receiving full payment; 
2. Payment receipts, M-PESA messages or any other evidence of all the payments made to M-KOPA for the mobile phone;
3. A copy of the warranty issued for the phone; and
3. Evidence of correspondence with M-KOPA regarding their failure to unlock the phone. 

Kindly provide the requested evidence within seven (7) days of this email and not later than 2nd August, 2023.

Regards,

Bramuel Nguya,
Consumer Protection Department,
Competition Authority of Kenya.
Telephone: 254-020-2628233
Direct line: 254-20-2779000
Website: www.cak.go.ke