Safaricom's mobile banking services have been disrupted, leaving customers stranded with unsuccessful transactions or unpaid bills.

It has adversely affected customers as they could not transfer funds between their M-PESA accounts and their bank accounts on Thursday.

The affected customers thronged Safaricom and respective bank customer care platforms in search of answers.

Some customers have complained of money being deducted from their bank accounts or M-PESA accounts, but they do not reflect on the other side of the recipient account.

Some banks issued statements on the service disruption, citing a technical upgrade of the Safaricom platform.

Read More

  1. DTB Group names new Kenya MD and CEO as it eyes 10 million new customers
  2. Safaricom denies allegations of sharing customer information with third parties
  3. Safaricom conference pushes for more investment to tame cybersecurity threats

“Dear Customer, the issue from Safaricom's side affecting M-Pesa transactions on DTB m24/7 has reoccurred. The teams are working to restore the same. We apologize for the inconvenience. Helpline: 0719031888,” read a message from Diamond Trust Bank (DTB).

Other banks sent similar messages to customers from various banks with apologies and assurances of the restoration of the services.

“Dear customer, due to an issue at Safaricom side following an upgrade, M-Pesa float and M-Pesa to Bank services are currently unavailable. We shall advise once the issue is resolved,” read a message to Kenya Commercial Bank (KCB)

Such interruptions have serious ramifications to a majority of Kenyans who are usually left stranded with bills to pay whenever mobile money transfer services are unavailable.

Kenya is among the countries that have embraced mobile money transfer especially in the wake of the COVID-19 pandemic.