The Lower Eastern Times Opening The Third Eye
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Safaricom PLC is on the spot after a growing number of customers complained of being charged multiple times for single transactions on its popular mobile money service, Mpesa.
The complaints, which surfaced on Facebook and other social media platforms, point to delays in transaction confirmations that have led users to repeat payments, only for the pending transactions to later go through, resulting in double or even triple deductions.
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In a viral post, Facebook user Ndungu Harun narrated how he paid for goods through Mpesa but did not receive confirmation. Believing the transaction had failed, he tried again — only for both transactions to eventually process, costing him extra money.
Several customers echoed similar experiences.
“This happened to me thrice today! I was buying stuff at the market, thinking I was the one making errors. I even blamed my recent eye surgery for it. Later in the evening, all the transactions suddenly completed,” wrote Virginia N. Gichere.
Another customer, Eric Mochiemo, said: “It also happened to me. The message took too long to reflect until I retried the transaction. Luckily, it failed due to insufficient balance — otherwise, I’d have paid twice.”
Winfred Chege added that she was charged three times for a KSh200 bill, while Abigael Gikonyo shared her frustration after a similar experience: “I was so mad. Thank God the Uber driver it happened with returned the money.”
Despite the mounting complaints, Safaricom has not yet released an official statement addressing the issue.
The company, which processes millions of Mpesa transactions daily, is now under pressure from customers to explain the glitches and assure users that affected funds will be reversed.
