Very fast.

File a complaint with the Competition Authority of Kenya without further reference to them.

@complaints@cak.go.ke

That is unconscionable conduct.

Regards,

JG

On Tue, 11 Jul 2023, 19:43 Peter Osotsi via KICTANet, <kictanet@lists.kictanet.or.ke> wrote:

Dear listers;

An M-Kopa client contacted me in April 2023 regarding a phone she had faithfully paid for 34,000/- over a period of time (3yrs) but once she completed paying for it they are unable to unlock the phone. Since March it's been a game of ping pong.

They eventually suggested she visits some shop in Westlands where she is supposed to pay for her device to be unlocked. 

I am looking at the best way to address this since I still believe M-KOPA should not charge a client any more money once the payment for the device has been done. Once a device has been fully paid for I believe they should unconditionally unlock the device without further cost to the client. They are saying the device is out of warranty which is 365 days and any payments out of this period means if the device refuses to unlock you pay for it.

Kindly advise before I escalate this consumer abuse.further. Anyone in the list from the above company can contact me off list so that we can resolve this issue amicably.

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KICTANet is a multi-stakeholder Think Tank for people and institutions interested and involved in ICT policy and regulation.
KICTANet is a catalyst for reform in the Information and Communication Technology sector. Its work is guided by four pillars
of Policy Advocacy, Capacity Building, Research, and Stakeholder Engagement.

KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's
times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your
wares or qualifications.

KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.