Safaricom has addressed concerns over unexpected Fuliza deductions reported by users, stating that the issue has been identified and corrective measures have been implemented.
On March 28, a Safaricom customer raised concerns after funds received via M-Pesa were immediately deducted by Fuliza, stating the transaction was sent to a paybill and consumed without prior notice.
In a screenshot he shared, as seen by The Kenya Times, it indicated an M-Pesa overdraft of KSh 105, reflecting the amount deducted through Fuliza.
This was among the many screenshots shared by frustrated Kenyans who demanded answers from the service providers.
The user reported being informed at a Safaricom shop that the issue was affecting multiple customers and would be reconciled, but cited a lack of clear timelines or assurances.
“I received money today, and it was instantly taken by Fuliza. The money was sent to Paybill 232232. At your shop, I was told, ‘You are the fourth person; it’s a system-wide issue, and it will be reconciled.’ There was no timeline or assurance given,” shared Azubi, an X user.
Safaricom Explains Why Kenyans Are Being Deducted from Fuliza Out of the Blue
In response, Safaricom customer care acknowledged a system issue that led to inaccurate Fuliza billing between February 26 and March 20, 2026.
Also Read: Pay Bills, Till Numbers and MPESA Transaction Will Be Linked to KRA
The customer further insisted on knowing more about and receiving clarification on specific transactions that had not been billed.
The company stated that an adjustment was made to correct unbilled daily fees on outstanding Fuliza balances, noting that the update covers all affected transactions and that billing is now accurate going forward.
“It was the daily fees that were not billed on the Fuliza outstanding amounts between February 26th, 2026, and March 20th, 2026. This one adjustment has been made to cover all, and there won’t be any further adjustments, Kevin,” Safaricom explained.
Also Read: Safaricom Announces M-PESA Outage as Hundreds of Customers Are Stranded
The service provider issued an apology to affected users, acknowledging the inconvenience caused by the unexpected Fuliza deductions and assuring customers that the issue had been addressed.
How to Increase Your Fuliza Limit
According to Safaricom, Fuliza limits are not increased automatically but are determined by how customers use their mobile lines and M-PESA services.
Key factors include call activity, SMS and data usage, frequency of airtime top-ups, and overall transaction behavior on M-PESA.
The telco notes that consistent usage across these services can improve a customer’s profile over time, potentially leading to a higher Fuliza limit.
Thanks for highlighting the issue,safaricom are sometimes manipulating customers on fuliza by not applying standard charges all through.i have been the victim too as sometimes they have charged me more than usual.