Can Safaricom shed some light on this:- When money is sent erroneously to a wrong number it has been very very difficult to reach the customer care on time to report the incident resulting in loss of funds. It would be interesting to get some statistics by month on how much agents/customers are losing by not reaching the hotline in time. Information from agents indicates that it is near impossible to reach the hotline in time to safe the situation. The line is unavailable and could take from 30 to 60 minutes. Always the agents and their assistants have to suffer the loss. by this time money will have been withdrawn by the recipient. Preston ____________________________________________________________________________________ Finding fabulous fares is fun. Let Yahoo! FareChase search your favorite travel sites to find flight and hotel bargains. http://farechase.yahoo.com/promo-generic-14795097
Hi, I raised this issue some months ago and Safaricom took action they have released a new SIM card that allows you to access your phone book when sending cash. On the other hand can we appreciate the fact that sending money using mobile transfer services is actually sending cash. If you got onto the wrong Matatu and got to the wrong destination can you really blame the Makanga? Regards Robert Yawe KAY System Technologies Ltd Phoenix House, 6th Floor P O Box 55806 Nairobi, 00200 Kenya Tel: +254722511225, +254202010696 ________________________________ From: Preston Odera <podera_2002@yahoo.com> To: robertyawe@yahoo.co.uk Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Sent: Mon, 14 February, 2011 19:33:10 Subject: [kictanet] Challanges facing Mpesa Agents Can Safaricom shed some light on this:- When money is sent erroneously to a wrong number it has been very very difficult to reach the customer care on time to report the incident resulting in loss of funds. It would be interesting to get some statistics by month on how much agents/customers are losing by not reaching the hotline in time. Information from agents indicates that it is near impossible to reach the hotline in time to safe the situation. The line is unavailable and could take from 30 to 60 minutes. Always the agents and their assistants have to suffer the loss. by this time money will have been withdrawn by the recipient. Preston ________________________________ Don't pick lemons. See all the new 2007 cars at Yahoo! Autos.
I think there also a more general point here, that M-Pesa agents carry quite a lot of risk in terms of the product. Correct me if I'm wrong, but as far as I understand, losses in operation - whether that be genuine errors by agents typing in a mobile number, or criminality such as SMS scams, fake money and kiosk robbery - always results in loss to the agents' enterprise and not to the wider M-Pesa operation. And it is probably fair to say that such agent risks are only going to increase as services offered get more complex and volumes increase (i.e. M-Kesho, increases in maximum Pesa transfer). How can such risks be reduced? Certainly having a more responsive customer service is one factor, something that Safaricom have been talking about of late....But there may also be other approaches: agent insurance, recommended procedures or policy which might also be crucial in reducing such risks. Chris -- Christopher Foster PhD Researcher, Centre for Development Informatics (CDI) University of Manchester, UK Skype: cgfoster @cgfoz On 15/02/11 12:47, robert yawe wrote:
Hi,
I raised this issue some months ago and Safaricom took action they have released a new SIM card that allows you to access your phone book when sending cash.
On the other hand can we appreciate the fact that sending money using mobile transfer services is actually sending cash. If you got onto the wrong Matatu and got to the wrong destination can you really blame the Makanga?
Regards Robert Yawe KAY System Technologies Ltd Phoenix House, 6th Floor P O Box 55806 Nairobi, 00200 Kenya
Tel: +254722511225, +254202010696
------------------------------------------------------------------------ *From:* Preston Odera <podera_2002@yahoo.com> *To:* robertyawe@yahoo.co.uk *Cc:* KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> *Sent:* Mon, 14 February, 2011 19:33:10 *Subject:* [kictanet] Challanges facing Mpesa Agents
Can Safaricom shed some light on this:-
When money is sent erroneously to a wrong number it has been very very difficult to reach the customer care on time to report the incident resulting in loss of funds.
It would be interesting to get some statistics by month on how much agents/customers are losing by not reaching the hotline in time.
Information from agents indicates that it is near impossible to reach the hotline in time to safe the situation. The line is unavailable and could take from 30 to 60 minutes. Always the agents and their assistants have to suffer the loss. by this time money will have been withdrawn by the recipient.
Preston
------------------------------------------------------------------------ Don't pick lemons. See all the new 2007 cars <http://autos.yahoo.com/new_cars.html;_ylc=X3oDMTE0OGRsc3F2BF9TAzk3MTA3MDc2BHNlYwNtYWlsdGFncwRzbGsDbmV3Y2Fycw--> at Yahoo! Autos. <http://autos.yahoo.com/new_cars.html;_ylc=X3oDMTE0OGRsc3F2BF9TAzk3MTA3MDc2BHNlYwNtYWlsdGFncwRzbGsDbmV3Y2Fycw-->
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Robert I agree with you but the issue is when the problem happens the agents cannot reach the Safaricom hotline in good time. From the information it takes them between 30 to 60minutes to get thru to the hotline number. This is the issue I would like Safaricom to respond to. You can check from a few sample agents to realize the magnitude of the problem. Preston --- On Tue, 2/15/11, robert yawe <robertyawe@yahoo.co.uk> wrote: From: robert yawe <robertyawe@yahoo.co.uk> Subject: Re: [kictanet] Challanges facing Mpesa Agents To: "Preston Odera" <podera_2002@yahoo.com> Cc: "KICTAnet ICT Policy Discussions" <kictanet@lists.kictanet.or.ke> Date: Tuesday, February 15, 2011, 12:47 PM Hi, I raised this issue some months ago and Safaricom took action they have released a new SIM card that allows you to access your phone book when sending cash. On the other hand can we appreciate the fact that sending money using mobile transfer services is actually sending cash. If you got onto the wrong Matatu and got to the wrong destination can you really blame the Makanga? Regards Robert Yawe KAY System Technologies Ltd Phoenix House, 6th Floor P O Box 55806 Nairobi, 00200 Kenya Tel: +254722511225, +254202010696 From: Preston Odera <podera_2002@yahoo.com> To: robertyawe@yahoo.co.uk Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Sent: Mon, 14 February, 2011 19:33:10 Subject: [kictanet] Challanges facing Mpesa Agents Can Safaricom shed some light on this:- When money is sent erroneously to a wrong number it has been very very difficult to reach the customer care on time to report the incident resulting in loss of funds. It would be interesting to get some statistics by month on how much agents/customers are losing by not reaching the hotline in time. Information from agents indicates that it is near impossible to reach the hotline in time to safe the situation. The line is unavailable and could take from 30 to 60 minutes. Always the agents and their assistants have to suffer the loss. by this time money will have been withdrawn by the recipient. Preston Don't pick lemons. See all the new 2007 cars at Yahoo! Autos.
Hi, I am an operator of a couple of MPesa agents and the kind of fraudulent activities we have had to deal with over the years explains to you why even Safaricom has slowed the reversal process. Peculiar Kenyans will always find a way to come up with creative ways to circumvent a system. I keep to my initial stand that MPESA is cash therefore give it the same level of attention that you would cash, otherwise CBK can propose a T+4 day period for completion of a money transfer transaction which would kill the cash equivalent benefits of the service What is being proposed from the concerns about reversals is that when you loose cash you would like to call Central Bank with the serial number of the notes and then have them declare those notes invalid. So the decision is simple, do you want to be a little more careful when making a transaction and continue to enjoy the flexibility and freedom of the current system or remain careless and have the government take the responsibility, flexibility and freedom from the system? Robert Yawe KAY System Technologies Ltd Phoenix House, 6th Floor P O Box 55806 Nairobi, 00200 Kenya Tel: +254722511225, +254202010696 ________________________________ From: Preston Odera <podera_2002@yahoo.com> To: robertyawe@yahoo.co.uk Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Sent: Tue, 15 February, 2011 14:59:52 Subject: Re: [kictanet] Challanges facing Mpesa Agents Robert I agree with you but the issue is when the problem happens the agents cannot reach the Safaricom hotline in good time. From the information it takes them between 30 to 60minutes to get thru to the hotline number. This is the issue I would like Safaricom to respond to. You can check from a few sample agents to realize the magnitude of the problem. Preston --- On Tue, 2/15/11, robert yawe <robertyawe@yahoo.co.uk> wrote:
From: robert yawe <robertyawe@yahoo.co.uk> Subject: Re: [kictanet] Challanges facing Mpesa Agents To: "Preston Odera" <podera_2002@yahoo.com> Cc: "KICTAnet ICT Policy Discussions" <kictanet@lists.kictanet.or.ke> Date: Tuesday, February 15, 2011, 12:47 PM
Hi,
I raised this issue some months ago and Safaricom took action they have released a new SIM card that allows you to access your phone book when sending cash.
On the other hand can we appreciate the fact that sending money using mobile transfer services is actually sending cash. If you got onto the wrong Matatu and got to the wrong destination can you really blame the Makanga?
Regards Robert Yawe KAY System Technologies Ltd Phoenix House, 6th Floor P O Box 55806 Nairobi, 00200 Kenya
Tel: +254722511225, +254202010696
________________________________ From: Preston Odera <podera_2002@yahoo.com>
To: robertyawe@yahoo.co.uk Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Sent: Mon, 14 February, 2011 19:33:10 Subject: [kictanet] Challanges facing Mpesa Agents
Can Safaricom shed some light on this:-
When money is sent erroneously to a wrong number it has been very very difficult to reach the customer care on time to report the incident resulting in loss of funds.
It would be interesting to get some statistics by month on how much agents/customers are losing by not reaching the hotline in time.
Information from agents indicates that it is near impossible to reach the hotline in time to safe the situation. The line is unavailable and could take from 30 to 60 minutes. Always the agents and their assistants have to suffer the loss. by this time money will have been withdrawn by the recipient.
Preston
________________________________ Don't pick lemons. See all the new 2007 cars at Yahoo! Autos.
On Tue, Feb 15, 2011 at 12:47 PM, robert yawe <robertyawe@yahoo.co.uk>wrote:
Hi,
I raised this issue some months ago and Safaricom took action they have released a new SIM card that allows you to access your phone book when sending cash.
On the other hand can we appreciate the fact that sending money using mobile transfer services is actually sending cash. If you got onto the wrong Matatu and got to the wrong destination can you really blame the Makanga?
Robert, Is this the way we expect you to reason when you become Postmaster General? The simple point is that people make mistakes. The second point is that even when choosing from the SIM card, you can still make a mistake - all the way to confirmation. The contention is that safaricom has in place a mechanism to mitigate such mistakes, but that mechanism, for some reason, is dysfunctional, or (to be fair) not meeting expectations! Safaricom 100 (or even 200) sometimes doesn't work. Safaricom 0722 002222 sometimes doesn't work. All you get is the IVR playing over and over. Please look at the problem reported keenly, so that you don't give it a bushman's solution:-) -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Damn!!
Good morning Preston, Access to our MPESA helpline has been simplified. Many people were having difficulty navigating the IVR and we have removed IVR on MPESA . Calls to 234 will now go through directly to our agents. To reduce wrong money transfers, we introduced new Safaricom SIM card which allows one to access SIM contacts when performing M-PESA transactions. To use the new card, one needs save the phone numbers that are frequently used for M-PESA transactions on the SIM card. The new Safaricom SIM card is available in Safaricom retail centres, dealer outlets and M-PESA agent outlets countrywide at a cost of Kshs50 for a SIM replacement and Kshs100 for a new Safaricom line Regards, Naomi Maiwa From: kictanet-bounces+support=safaricom.co.ke@lists.kictanet.or.ke [mailto:kictanet-bounces+support=safaricom.co.ke@lists.kictanet.or.ke] On Behalf Of Preston Odera Sent: Monday, February 14, 2011 7:33 PM To: Safaricom Support Cc: KICTAnet ICT Policy Discussions Subject: [kictanet] Challanges facing Mpesa Agents Can Safaricom shed some light on this:- When money is sent erroneously to a wrong number it has been very very difficult to reach the customer care on time to report the incident resulting in loss of funds. It would be interesting to get some statistics by month on how much agents/customers are losing by not reaching the hotline in time. Information from agents indicates that it is near impossible to reach the hotline in time to safe the situation. The line is unavailable and could take from 30 to 60 minutes. Always the agents and their assistants have to suffer the loss. by this time money will have been withdrawn by the recipient. Preston ________________________________ Don't pick lemons. See all the new 2007 cars <http://autos.yahoo.com/new_cars.html;_ylc=X3oDMTE0OGRsc3F2BF9TAzk3MTA3M Dc2BHNlYwNtYWlsdGFncwRzbGsDbmV3Y2Fycw--> at Yahoo! Autos. <http://autos.yahoo.com/new_cars.html;_ylc=X3oDMTE0OGRsc3F2BF9TAzk3MTA3M Dc2BHNlYwNtYWlsdGFncwRzbGsDbmV3Y2Fycw--> ##################################################################################### NOTE: All emails sent from Safaricom Limited are subject to Safaricom�s Email Terms & Conditions. Please click here to read the policy. #####################################################################################
participants (5)
-
Chris Foster -
Odhiambo Washington -
Preston Odera -
robert yawe -
Safaricom Support