Safaricom Speaks on Refunding Customers Who Send Money to Wrong Numbers with Fuliza

Safaricom has clarified its position on refunding customers who mistakenly send money to the wrong number, particularly in transactions involving Fuliza, where reversals can be difficult as the funds are automatically used to offset the recipient’s overdraft.

Speaking during the unveiling of a new M-PESA privacy feature at the Michael Joseph Centre on Wednesday, March 18, 2026, Chief Financial Services Officer Esther Waititu said currently, the company does not compensate customers for such errors, citing existing safeguards within the system.

“It’s a fair question, but remember we provide tools that enable you to verify who you are sending money to,” she said.

Safaricom Responds to Concerns Over Refunds in Fuliza Transactions

Waititu explained that M-PESA has integrated verification measures that prompt users to confirm recipient details before completing a transaction. In some cases, customers who frequently send money to incorrect recipients are subjected to additional prompts to double-check details.

“Because we have given you the tools to verify and cross-check, we cannot be in a position to compensate you,” she added.

Also Read: Safaricom Unveils New Privacy Feature for M-PESA Transactions-How it Works

However, she acknowledged that mistakes can still occur and assured customers that Safaricom has automated the transaction reversal process to address such cases.

“We have automated the reversal process, which allows you to quickly request for a reversal so that the money can come back to you,” she said.

Customers who send money to the wrong number can initiate a reversal by forwarding the transaction message to 456 or by contacting customer care or visiting Safaricom shops for assistance.

Fuliza Transactions to Become Reversible

At the same time, Waititu revealed that Safaricom is working on a solution to address cases where funds sent to the wrong number cannot be reversed because the recipient has an active Fuliza balance.

Also Read: Safaricom Explains How to Qualify for Fuliza Limit Increase in 2026

She said that in the coming months, the company will introduce a feature that will make such transactions reversible.

How to Use Hakikisha to Stop a Wrong Transaction

When you initiate a transaction via the Safaricom Menu (STK), *334#, or the M-PESA apps, a confirmation pop-up will appear.

Review the details: The pop-up shows the recipient’s name, phone number, and the transaction amount.
To proceed: If the details are correct, select YES or reply with 1 (depending on the interface) to complete the transfer.
To cancel: If the name is wrong, you have a 15 to 25-second window to stop it.

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