Safaricom Addresses Nationwide MPESA Delays After Customer Frustration Mounts

Kenya’s telecommunications giant, Safaricom, faced widespread customer frustration on January 9th due to nationwide delays affecting its popular mobile money platform, MPESA. Users took to social media, particularly Twitter (X), to voice their concerns and seek an explanation for the unexpected service disruptions.

MPESA Delays Cause Daily Disruptions

Customers reported experiencing delays and difficulties with various MPESA transactions, including sending and receiving money, paying bills, and topping up airtime.

These issues posed significant inconvenience, particularly for individuals and businesses who rely on MPESA for daily financial activities and cashless transactions.

Cashless Society Impacted

Kenya’s growing embrace of cashless transactions has made MPESA an essential tool for many Kenyans, impacting financial interactions, bill payments, and even daily purchases like bus fare.

The sudden delays disrupted these workflows, leaving users frustrated and stranded in some cases.

Safaricom Responds to Customer Outcry

Facing a barrage of tweets expressing discontent and demanding answers, Safaricom acknowledged the MPESA delays and apologized for the inconvenience.

The company assured customers they were working diligently to resolve the issue and promised further updates through their official channels.