Kenya’s Telco giant, Safaricom, has clarified the procedure when one sends money to the wrong number via M-Pesa and the recipient rejects the M-Pesa reversal request.
The clarification was issued on June 7, in response to a customer query on social media regarding failed reversal attempts after sending money to the wrong number.
In a post, the customer had raised concern that recipients can decline M-Pesa reversal requests, leaving senders uncertain about recovery options.
The user questioned the effectiveness of the reversal system when disputes arise.
“So nowadays, if you send money to the wrong number by mistake and you reverse, the recipient gets to decline the reversal, and when you reach out to @Safaricom_Care@SafaricomPLC, they ask you to report to the police. Then what’s the point of reversal,” she asked.
Safaricom Details Next Steps After Disputed M-Pesa Reversal
In its response, Safaricom stated that when an M-Pesa reversal request is disputed, the sender must contact the recipient directly to request a refund.
Also Read: Why Lipa na M-PESA Is Missing on SIM Toolkit of Some Users
If this does not resolve the issue, customers may be advised to report the matter to the police to assist with recovery.
The company further advised users to verify transaction details before sending money. It recommended the use of the M-PESA One App and the “Hakikisha” feature to confirm recipient details and reduce errors during transactions.
“Hello Malkia, kindly note that where an M-Pesa reversal request is disputed by the recipient, you need to contact them directly for a refund or report to police to assist with recovery. Please use One App and hakikisha to confirm transaction details for a better experience,” Safaricom responded.
Why Its Hakikisha Extra Verification Feature Cannot Be Turned Off
Safaricom, in a separate response on March 23, explained to its users why the new Hakikisha feature, which requires them to double-confirm mobile numbers when sending money, cannot be turned off after several users expressed frustration with the new feature.
Also Read: How M-Pesa Changed Kenya’s Tech Industry Forever
The new Hakikisha extra verification feature includes a pop-up to the person transacting, asking them to confirm the number before sending money.
Safaricom, in its response, explained that the update is a security measure designed to prevent funds from being sent to the wrong number and noted that the feature cannot currently be disabled.
“Good morning, Mr Elevated. Thanks for your feedback. The new enhanced Hakikisha is a security update to help prevent sending money to the wrong number and cannot be turned off currently,” they noted.
Follow our WhatsApp Channel and X Account for real-time news updates.
