Telecommunications company Safaricom has addressed concerns from a customer who accidentally purchased airtime directly from his bank, clarifying that such transactions cannot be reversed.
In response to a social media post on December 25, the telecommunications giant clarified that it cannot reverse airtime purchases made by mistake from customers’ bank accounts, as these transactions are final on its end.
The response came after a customer reached out to Safaricom on X platform, sharing that he accidentally bought Ksh10,000 worth of airtime instead of transferring M-PESA money from his bank account.
Safaricom Speaks on Airtime Reversal within Banks
He tweeted, “Hello @Safaricom_Care, I bought 10,000 KSh worth of airtime instead of sending M-PESA money from my bank. How can I reverse this process?”
In reply, Safaricom stated, “Hello Edu, we’re sorry about that. Please note that a reversal is not possible.”
The company explained that the responsibility for reversing bank transactions lies solely with the bank, and Safaricom can only reverse transactions initiated from M-PESA.
Also Read: How to Reverse Money Sent to Wrong Safaricom Paybill and Till Numbers
“Your bank should handle the reversal since this was a bank transaction. We only reverse transactions initiated from M-PESA. Please contact your bank, and we apologize for this experience,” Safaricom stated.
Airtime Reversal Process
The most common method for a reversal involves using the DIY (Do-It-Yourself) reversal service by forwarding the M-PESA transaction message to the number 456.
To initiate this, send the entire original M-PESA transaction message to 456 via SMS. You will then receive a message regarding the status of the reversal.
However, this process will only be successful if the amount you intended to transact remains intact. If the airtime has already been used, the customer will need to top up the amount spent to reach the original figure.
Safaricom will then send a message confirming that the reversal request has been initiated, with an immediate response.
Affected Safaricom subscribers can also reach out to the company through social media. Customers should contact Safaricom’s customer care representatives via the X platform or Facebook for assistance.
About M-PESA Reversals
M-PESA reversal enables customers to cancel an erroneous M-PESA transaction, typically when money is sent to the wrong recipient.
This feature, provided by Safaricom, allows for a DIY (Do-It-Yourself) reversal in many cases, particularly for person-to-person transfers.
It is designed to quickly rectify mistakes, such as sending money to an incorrect phone number, without always needing to contact customer care.
Also Read: How to Check All Numbers Registered With Your ID on Safaricom and Other Telcos
The request must be made within 24 hours of the transaction. Success depends on factors like the recipient having sufficient balance and not being blacklisted.
In some cases, the recipient may need to approve the reversal, or Safaricom may intervene (e.g., for payments sent to wrong till/paybill numbers).
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