M-PESA fraudsters have become increasingly clever over the years, but users can stay one step ahead by being cautious and vigilant. Always verify before sending money, and never rush into transactions.
Some conmen direct customers to the nearest agent, then use the customer’s number to defraud the agent by posing as M-PESA customer care.
M-PESA USSD Fraud
This type of fraud targets M-PESA customers by instructing them to send money via USSD to a fraudster’s number.
USSD (Unstructured Supplementary Service Data) is a communication technology used to send text between a mobile device and an application program in the network.
How to Report Fraudulent M-PESA Prompts from Unknown Tills
Fraudsters exploit the fact that data is not always encrypted during transmission, making it easier to intercept mobile banking details.
Safaricom, however, has built-in network encryption mechanisms that encode all data passing through the network to protect customers.
When activating your M-PESA account, you must set a PIN. Choose a PIN that is not easy for anyone to guess—avoid sequences such as 0000, 1234, or your year of birth.
Your PIN is confidential and should never be shared, even with loved ones or anyone claiming to be Safaricom support.
Safaricom has implemented several measures to protect customers and merchants from losing funds.
To report suspected fraud, forward the message from unknown till numbers or suspicious numbers to 333 immediately. This service is free.
You can also chat with Safaricom Zuri on WhatsApp (0722000100), Telegram, or Messenger.
A customer can also report suspicious activity directly within the M-PESA App or the mySafaricom App.
Also Read: How New M-PESA Feature Will Reduce Data Exposure in Money Transfers
How Safaricom Responds After an M-PESA Fraud Report
Once a fraud report is submitted, Safaricom’s team takes action in the background. The system uses an artificial intelligence (AI) bot that can detect patterns of fraud.
After the number is identified as suspicious, it is blocked immediately. However, for complex issues, the case continues for further investigation.
The first confirmation of a fraudulent number can take between 5 to 15 minutes before it is blocked.
This system is faster and more effective than the previous one, helping to prevent repeat fraud and to stop potential victims from falling for the same scam.
Numbers that do not appear fraudulent at the moment undergo additional checks. If Safaricom later identifies them as fraudulent during these checks, the number is blocked.
Safaricom’s Hakikisha service allows all M-PESA customers to confirm the name of the person they are transferring money to before completing a transaction.
It also confirms the name of the agent when withdrawing money, and is available for Pay Bill payments and M-PESA agent deposits.
Customers are automatically opted into the service, with no menu update required.
Also Read: Safaricom Explains Why M-Pesa Transaction Fees Are Not Reversed
Tips for Securing M-PESA
Fraudsters are known to use tactics that take advantage of customers; they require you to provide information or do something yourself. Outsmart fraud or scams on M-PESA by practicing these tips.
- Always check your M-PESA balance via SMS to confirm the transaction.
- Choose a PIN you can always remember.
- Use a PIN that is not easy for others to guess.
- Never share your PIN with anyone.
- If you receive an SMS or a call from someone claiming they have sent you money by mistake, never send it back before you check your M-PESA balance.
- When sending money, make sure you double-check the phone number you are sending money to.
- For security reasons, you can change your PIN at any time on the M-PESA menu.
- Set M-PESA security questions and answers.
- Do not share your identification number with anyone.
- Safaricom will contact you only from the number 0722000000.
