Safaricom PLC has issued a public apology following widespread customer complaints about its newly launched My OneApp, acknowledging that the platform has not delivered the expected user experience, particularly for diaspora and roaming customers. In a statement dated April 16, 2026, Safaricom admitted shortcomings in the rollout of the updated application and expressed regret over
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
Safaricom has launched a new M-PESA privacy feature aimed at protecting customer data by limiting the personal details shared during transactions. The feature, based on data minimisation principles, ensures that recipients only see partial details of the sender, including a masked phone number and two names instead of full identification. Speaking during the launch at
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