Safaricom customers have raised complaints about unusual activity on their phones, prompting the telecommunications company to respond after a customer shared his experience.
Simon Maina tagged Safaricom on Facebook, saying his phone had been receiving repeated messages about his account balance.
He reported that the notifications came back-to-back and that the problem occurred on Saturday before recurring.
Maina also raised concerns that his phone was automatically borrowing airtime and purchasing minutes, and asked what was causing the activity.
happened again last Saturday.
“Hey Safaricom PLC, you keep sending me endless back-to-back messages about my account balance. Sometimes my phone automatically borrows airtime and buys minutes. What is wrong? My phone is currently receiving message notifications one after another as I speak, and this also happened last Saturday.”
In a separate post, user Kenny Mlay complained that Safaricom sends multiple back-to-back messages reminding customers to top up when they run out of credit.
The customer joked that the repeated alerts feel like reminders of being broke, highlighting frustration with the frequency of the notifications.
“Why is Safaricom so dramatic when you try to send a message and forget you had any credit left? I swear they send like 10 instant back-to-back messages reminding you that you’re poor and you need to top up! “
Safaricom Breaks Silence After Customer Complaint
Responding to the complaint, Safaricom apologised for the inconvenience and said its team was aware of the issue and working to resolve it.
“Hello Simon. We are sorry for the inconvenience. Our team is aware of the issue and is working to resolve it. Thank you for your patience and understanding,” the company stated.
In its response, Safaricom did not disclose the cause of the reported issue.
How to Fix Missing M-PESA Messages and Balance Alerts
Safaricom advised customers who are not receiving M-PESA transaction messages and balance notifications to check their phone settings for possible message restrictions.
The issue was raised on August 27 by a customer who reported that M-PESA messages and balance updates were no longer reaching her phone.
Also Read: How to Stop Safaricom Promotional Messages
In response, Safaricom directed affected users to check the screened or blocked messages section in their messaging settings to see whether they had filtered M-PESA notifications.
The telecommunications company also advised customers using third-party applications such as Truecaller to check whether the apps had blocked the messages.
“Confirm if you have blocked M-PESA messages. Go to Messages > Message settings > Screened/Blocked messages. Also, if using a third-party app like Truecaller, confirm in the app settings whether M-PESA messages are blocked,” Safaricom advised.
New System Deducting Money Automatically from M-PESA for Investment
M-PESA users can now automatically invest part of the money they use for everyday transactions in the Ziidi Money Market Fund (MMF) through the platform’s Auto Invest feature.
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The feature allows customers to set an investment rule that runs automatically whenever they make selected M-PESA transactions.
Instead of having to remember to move money into an investment account, the user can set the system to invest a fixed amount or a percentage of each qualifying transaction.
Ziidi MMF is a unit trust offered through M-PESA and regulated by the Capital Markets Authority (CMA).
Safaricom launched it in December 2024, ahead of its official public launch in January 2025, allowing customers to start investing with as little as Ksh100.
The fund is managed by licensed fund managers, while Safaricom provides the technology that allows customers to access the investment through M-PESA.
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