Wednesday, January 5, 2011

Safaricom Customer Care Center

'Safaricom' Kenya limited is regarded as the most profitable company in   the East and Central Africa according to most financial analysts. Apart from scooping the most prestigious awards like; company of the year awards by Price Water House Coopers, 'Safaricom' Kenya limited boasts of having a big share of the entire Kenyans market share estimated just above 75% of the entire market. The customer care is the worst compared with other mobile phone service providers in the Kenyan market.


  The service provider's customer care center is located along Mombasa road at 'Semco' industrial park housed at the 'Jambo' center. It cost more than 0.8 billion Kenyan shillings to set up the customer care center for mobile phone subscribers on its network to get quality service regarding their queries but is this so? Probably not. There are many factors presumed to make the Care Center at the 'Jambo' center unable to attend to the customer queries.
   There is no doubt that the customer care center is understaffed. It takes between ten and twenty minutes to have your call get through to a customer care representative that is if you are lucky and maybe the whole day for them to solve your issue. There is not much for 'Safaricom' to boast about its customer care considering the quality of services that are provided.
  It has an ever busy customer care. Well since it is the largest company by market share and makes unbeatable profits from their services which include; voice calls, 'Mpesa', data and text messages why don't they use this resources to recruit more customer care representatives at their 'Jambo' call center? One may ask. Consider contacting Orange 'TELKOM' customer care, 'AIRTEL' customer care or 'Yu' customer care, 'Safaricom' is clearly the worst.
    With the anticipation in massive growth on the 'Mpesa' money transfer service, they should have known better to have more customer care representatives given that the consequences coming with the money transfer service are non ignorable as it directly involves sending and receiving money. A quick solution to unintended transaction is necessary from the customer care center to avoid loss of money which is not the case at the moment.

Here are Safaricom Customer care contact numbers;

  • Prepaid Safaricom customer care contact numbers 
  1. Dial 100 (free)
  2. Safaricom Mpesa Customer care contact number 232 (free)
  3. Call 0722002100, +254 20 427 2100 (chargeable) 
  4. Safaricom prepaid customer care contact Email: customercare@safaricom.co.ke
  • Postpaid Safaricom customer care contact numbers
  1. Dial 200 (free)
  2. Safaricom Mpesa Customer care contact number 232 (free)
  3. Call +254 20 427 2200,  0722002200 (chargeable)
  4. Safaricom postpaid customer care contact Email: advantage@safaricom.co.ke
 Safaricom Kenya Contact Address;
Safaricom Limited, P.O.Box 66827, 00800 Nairobi, Kenya.
Telephone Number: +254 20 427 3272
Web Address: www.safaricom.co.ke
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101 comments:

It's so unfortunate that when we want to communicate with safaricom you have to wait at least 3 or more days.

It's the worst feeling.

i have tried setting my phone to the internet but nothing is coming.help

Send a blank text message to 445 for Safaricom internet settings

am always receiving messages from safaricom that i do not have sufficient airtime to complete this service yet i have not requested any service.this makes me worried

LG C105 NELSON not able to connect to internet. Urgently help

its hard nowadays to get customer care ur being put on music for more than one hour
and i wonder nowadays u cant assisted from them,stay away if u cant serve us

am always receiving messages from safaricom that i do not have sufficient airtime to complete this service yet i have not requested any service.this makes me worried my number +254719668045

hi am in west africa and all my safcom line cannot roam.what do i need to do

safaricom the worst option their Black berry services dont work,, i feel that airtel has improved their services and we shold move to airtel or orange

am always receiving messages from safaricom that i do not have sufficient airtime to complete this service. my number is +254725093113.pliz cancel for me those services for i have lost lot of airtime.if not possible let me know nihame.

I have always recieving messages on songs down loads and no credits sms. Pl. deactivate all these. My no. is 0726213928.

I have called your customer number #100 for the last three days only to be kept on line over 30 minutes with no help. If you can be kind enough, please help me I have an urgent problem with a cratch card. Please act promptly to help be believe that I can always trust your services and not other networks. my number is 0728823017 thanks

very true no wonder they put an advert for customer experience assistant in June 2010 then surprisingly went ahead and did interviews for the same position a year later June 2011 despite promising to give each and every body a reply whether negative or positive it now one year later they dont even respond to en quires concerning the same yet this is a position in their cutomer care department i think they take people for granted my candid opinion somebody somewhere messed up let them outsource the entire department

Next time you roam try to manual select network, switch fon off then back on

I will assist you, plz expect my call tomorrow

You will be assisted tomorrow.Plz expect my call

Oh my God! Your customer care services are the worst! Why don't just create new numbers because not everyone like to be put on hold for more that 30 minutes! (Yes, we are the patient)., only to be told that all agents are busy! YOU SUCK BIG TIME!

can someone tell me how the extra airtime award is given. I get messages everytime i reload for Kshs 100 and I don't see that extra Ksh 10 they are talking about. Are we being deceived or this is part of the PR tactics?

There's a lot of mix up in my network. BABU

Complainant says:

Oh my God! Your customer care services is the worst! Why don't just create new numbersor have more than 2 numbers which are efficient surely especially postpaid prepared i can say there is an improvment like now i cant get any services from postpaid it is sceary you need to improve

It very bad to violate customer rights.

CAN YOU HELP ME PLEASE, I HAVE A PHONE WHICH IS FORME V9 AND I WOULD TO HAVE A SKYPE IS IT POSSIBLE FOR ME TO HAVE?

am in the US,when i was travelling i came 2 customer care and did all the settings as instructed 4 roaming services.seven months later my number has been inactive.what could be the problem and what am i supposed to do?i want to keep my number

I lost 10,300ksh through mpesa by sending to a wrong number, i tried calling your number from 10:17 and i got connected at 12,30pm......is that truly treated as an emergency???
when connected the guy said the refund will be done in 24hrs and truly that number i send to money was mteja....i tried calling safari com yesterday but no connection. when we tried today we were told the money was withdrawn......should we really trust this service and how many people will be loosing such amount because of a one digit mistake.........please treat money transacted to wrong numbers as emergency or let it be on message customer service .....am truly a disappointed customer.mourenism@yahoo.com

i have a problem in my line of neywork

i have a problem of my line in network (0701164501)

safaricom house needs a fresh paint at the entrance, we can barely read the words : safaricom house. How much will it cost to paint a fourteen letters words? Not much I guess and yet the bank accounts are smilling with millions of pre-tax profits or is that a minor detail?.
Do you have public relations manager or he travelled abroad for a business meeting for a pretty long time?
We are jobless out here and some of you are just neglecting their duties in there.
I wonder if Bob ever worries about those letters when he walks past that entrance.
(opondogodfrey@gmail.com)

Safaricon how do i have 3200 bonga points after over 2 years using a daily average of 100 bob credit on voice calls??

am dissappointed with your services how can u keep me with music for one hr wen ineed urgent service that is my puk no.

WHAT IS THE PROCESS TO REEDEEM A CORPORATE NUMBER OR ECHANGE WITH A PHONE. DO YOU HAVE LAPTOS ON OFFER

THANKS TO AT LEAST HEAR THE CEO'S VOICE THIS WEEK.

1. Sir, Improve your Customer Care. Some of you cc staff are patient with the Client Others do not want to listen to the client-like doctors who do not wait until you brief them of the problem when you realise he has already written the prescription for you. Evelyn could not wait for me to finish my query today morning.
2. Wrong transaction of Mpesa...to get to your 3 digit number is impossible it rings continuously and by the time you are served the other person whom you wrongly sent the money has withdrawn the cash
3.EMERGENCY NUMBERS FOR HOSPITALS should be on 100 but when you are asked to call another chargeable number , your patient either dies or etc.Can you give the number then deduct whatever amount for this service. SAVE A LIFE
4. Can i get someone who understands Nokia 5000.
5.Customer call no 100 . Wow , you have to be watching a programme as you wait.maybe more staff


*243 hash , get you statement and find out who is stealing your Bonga Points

Hi. i have a problem plz. i get some msgs from 6292 asking me some questions and they deduct 30 shillings every time. I have tried to call customer care number i.e 100 but no help as all attendants are busy, i have tried calling the other number that charges and still all numbers are busy. can you plz help me by removing that thing for me. my number is 0721576060. i cant even buy credit of more than 29bob since if i do that they ask me the question and cut me 30bob. plz help coz it is making me crazy and wanting to shift to another network

I always receive messages from safaricom that i do not have sufficient airtime to complete this service yet i have not requested for any service. My number is 0726531120.

Why do you give us free calls at 100 and yet before it is picked u have to hold for 20minutes.
We need to do smthing else.please recheck on

Safaricom is turning out to be a safari-con.

conned by safaricon

i had a balance of 15/= credit but every time i try calling, i will always be told that i have insufficient credit. This is not the 1st time this is happening. Am just wondering if its their mtandao or what. I dont understand.

I keep on getting messages that I do not have sufficient credit to complete some requests yet I have not subscribed to these requests. Can some you do something, it is troubling. My number is 0725523823

Why do I occasionary get charged Kshs80.00 for sending money e.g. Kshs2000/= to a registered Mpesa user?

do you open on saturdays,up to wat time

i have been calling since morning and no response from customer care.its clear that you guys dont care.

My data bundles are vanishing like vampires in a van helsing movie is it me or are data bundles now more expensive i have spent 700sh on those bundles at this rate its no longer a data "bundle" its a data burden would someone help here pliz my contact is 0707643236

Me too apart from automated replies the rest is stonewalld i just wonder why do they spend so much money pulling publicity stunts en give people a raw deal its misuse of monopoly if i run into bob it wont be a nice day for him he really has to turn this giant around haveing worked at call centres safaricom falls below levels...most annoying thing ever was learning that my sim card wasnt registerd three months after i had registerd it i went to customer service to replace a lost line only to be told am not registerd wtf! is that surely either safcom has lousy staff poorly trained incompetent bastards how do you make someone waste a whole day qeueing to register leaving all his important stuff then only for the person not achieve the objective due to know_nothing staff shame on them you suck

i lost my sim card and i had changed my original pin but ihave my puk and want to replace(0710429997)please help

Safaricom customer care lied to me that they changed the ownership of my phone, which was registered by my sister when i was a teenager to be legally mine. Tell me what to do, i need to use my M - pesa please! {0713049852}

I have been participating in the bonyeza ushinde na safaricom promotion. And I am shocked and confused at what happened when I answered questions correctly and kept getting 5 points while your website indicates that those are marks for questions answered wrongly. I find that dishonest and wrong because the answers to those questions are right on your site so it's not a question of whether I know I responded correctly to them or not. It's a question of the integrity of the staff in charge or the accuracy of the software you are using to carry out this promotion. To be honest I am totally peeved.

You guys are slacking on the weekends with m pesa...i mean if you are going to open your shops yet your not 100% efficient then why bother i.e. how can money be received when it can be sent and how can it be sent without being deposited...your working with only half the cycle.
Another thing, stop sending messages saying there’s no airtime when there's a good substantial amount at that time...its very annoying and its gotten to the point i am receiving 100 messages every time they are sent and they are gradually increasing...its definitely seems like its out of control.

My complaint is safaricom is getting worse with age...whats happening? These offers you keep sending just shout senseless money making strategies, network is pathetic on the weekends and then there is the 100 customer care no. which i am starting to think is a dummy. All this sounds like you are not thinking of the customers satisfaction instead you all just want to make money and its really beginning to show. I mean you are allowed to think about yourselves but guess what in order for you to be taken are of, take care of the client first..its the basis of marketing.

Safaricom, i'm a customer since inception of your net and suffering between the lines, who are these conning us money and you are not aware? who are the owners of 2098 kindly help me, these people are reaping where they did not saw, they are going with 60/= per day from my account ye i do not know them, i'm on 0724550549 kindly block them from my account or else i move to another net

Kindly deactivate the following from my phone

1.5525
2.811
3.6616
4.5772

Iam unable to deactivate this from my phone

My number is 0722550070

Hey?
I am very upset with Safaricom, the company is now starting to totally make me lose my confidence in them. I have been receiving messages from 5512, I have never subscribed to such a service and it's taking 30 bob every time, when i send "stop" it tells me something like, "Unable to complete your request" well here is a suggestion...complete it and deactivate the service ASAP...
My number is 0701036434

Safaricom is a lousy network to be in this days what is this 5512 nonsense that is taking away my airtime every time i top up?you people are thieves period you have poor customer care people that one has to wait a whole hour or more to be served really??i am really going to shift from this network.
Please unsubscribe this service ASAP my no. 1s 0722379936

Angry Customer

I come from Usigu division, Bondo district, Siaya county,for so long we have not been able to recieve stable network. safaricom has tried to build a number of busters; at Usigu market, Usenge Market and recently at Nyamonye market. However, despite this attempt, safaricom is still weak in most parts of Usigu division; wambasa, Lul, Alinga, Ramogi, Barkanyango, Gotmatar, Mageta etc. The reason is that safaricom built the busters down on low lying land along the lake. now i wish to suggest for safaricom this; to build a buster at the highest point where PENNWA built it filtration and distribution water tanks at Got-Umala village. The place is even served by road and electricity and it is the highest in Usigu Division, higher than Ramogi and Usenge hills. With the buster there, the entire Usigu Division plus the Islands will be wll served. For more information contact Omondi 0721278717

I come from Usigu division, Bondo district, Siaya county,for so long we have not been able to recieve stable network. safaricom has tried to build a number of busters; at Usigu market, Usenge Market and recently at Nyamonye market. However, despite this attempt, safaricom is still weak in most parts of Usigu division; wambasa, Lul, Alinga, Ramogi, Barkanyango, Gotmatar, Mageta etc. The reason is that safaricom built the busters down on low lying land along the lake. now i wish to suggest for safaricom this; to build a buster at the highest point where PENNWA built it filtration and distribution water tanks at Got-Umala village. The place is even served by road and electricity and it is the highest in Usigu Division, higher than Ramogi and Usenge hills. With the buster there, the entire Usigu Division plus the Islands will be wll served. For more information contact Omondi 0721278717

i 4got my mpesa pin plz help

Y has my number been bloked, i have registered my number and even confirmed that it wsa registered as at last year. my number is 0725013600 my ID number is 13826731 my names are VICTOR NYIKANGO SIMWA.

Y has my number been bloked, i have registered my number and even confirmed that it wsa registered as at last year. my number is 0725013600 my ID number is 13826731 my names are VICTOR NYIKANGO SIMWA

why is it tht all your customer care agents are allways busy.benjamin erick

Just useles cnt even tok to care always busy n wen i cal jst tl me can not b reachd wat da hel is dat

this is the thing, I have tried calling the service, now am on the net looking for other ways to get a hold of safcom, really pisses me off....its urgent.

and you are still temporarilly out of service....if you are out of service, how are you meant to serve me????

Fucked up customer care on hold for 30 mins then u tell me ati all our agents are busy twice ?????? fuck safcom men.......

Hi i am one annoyed safaricom customer simply because today i went to withdraw money from safaricom agent no 00685 the recieved a message from safaricom and i did not so the lady told me she can't give me the money and that i should wait for the message to my phone so that she can give me the money and waiting i did from 11am to now and still no message how can i get my hard earned money back? My cell is 0722780273:

whats the better option if when i always get airtime ya zambaza you take half of it. on 12 jan you took 30 bob from my account,on 21 today after being sent50 bob you took 25 bob of my airtime yet have not subscribed to anything.am so annoyed, i wonder if you think am charity or what.change ua slogan to be the better conmen.my no 0727652887

Why is it that whenever i top up you take the credit i think this is not the better option am so annoyed with you ave never experienced this with other tariffs
my no 0710350647

What is wrong with the customer service here. I have called 8 times and have not received any help. if you need feedback then I am forced to say that Safaricom customer service is the poorest I have ever called and trust me I have called a few that made me want to pull my hair.

am hating safaricom. customer service guys are always busy and the people in your shops are rude. a big company like yours and you can't hire decent people who will treat every customer with respect...furthermore you don't even solve the issues we have once we get through to you. am so disappointed with safaricom....you guys suck.

whats the point of having this customer care numbers that never go through. its so frustrating, you don't respect your customers.

You guys suck!!!!! Fucking bastards!!! You are the worst network anyone can ever fucking choose!!! Your service is the poorest your customer care sucks big time, it's like you derive joy in stealing from Kenyans and offering no service at all... if you can't run such a company well why not fucking close it down or get a person who can... I am so disappointed in you... and I have switched to airtel... and you will continue losing customers I assure you that!!!

Thank you for your responce to low reception in busia district areas around murumba mkt atleast the reception has improved good work keep it up. also consider areas around nyalwanda primary , kingandole primary we would appreciate your effort .thank you in advance .

Your rates are too high, you need to make the rates affordable.

WHAT IS THIS NUMBER 5512 THAT KEEP SENDING YOU MESSAGES AND CHARGES YOU 30 BOB AND YOU DONT KNOW WHAT IT MEANS.I CANT EVEN LOAD MY PHONE WITH MORE THAN 20 SHILLINGS BECAUSE THEY WILL STILL TAKE IT.

Why are you SO terrible at dealing with customers days and no response just awful


For the last two to three weeks, I have been getting the following periodic messages on my line-

“Sorry your account balance is not sufficient to complete this request. Please top up and try again.”

When this issue started, I would get these messages in quick succession. Currently I get about three of them in a day. I must explain that this happens even when I have not made any calls (which is almost all the time as I am now afraid of even touching my phone!). The worst issue is that in the process, all my credit disappears. I have been topping up my phone and finding the credit gone just like that. My efforts to get to Customer care through dialing 100 have been fruitless even when I hold the line for long as I would get disconnected after holding for almost 10 minutes. I have also not been successful whenever I have opted to have them ( Customer Care) call me back. I am also don’t think that coming personally to your Customer care desks in your premises would be of much help because of the number of people who also need to be served. I would end up wasting time and being frustrated more. This is now my last resort and a polite request for help. Kindly investigate and let me know how you will resolve the issue. Meanwhile, I will no longer top up and may even decide to switch off my phone

U guys suck big tym.,wht tha hel do u kol customa care servce??u jxt boring i hv bin kolng u eva snce 4th abt mpesa prblm bt ur alwaiz bizy!!or u put dat stupid sngs til 1hr iz ova.u guys suck.i hv a prblm wid my mpesa bt u nt pickng xo i thnk i'l jxt mve 2anatha netwak where am taken care n treated wid respekt...nkt.nkt 0714362564

There is this website 6999 which purports to send me updates on the elections on things I already know at Sh 10. I did not subscribe nor do i need their lousy service! Kindly block them from accessing my number which is 0723046867, else i will have no choice but to lose this number

Hi,i cnt receive sms frm my moblle phone pls help????

Hi?pls help me i cnt receive sms frm my phone PLS HELP

Does safaricom customer care really exist? Or is it customer-don't-care?

Safaricom care centre have poor services i have ever come across in Kenya.trying to reach they desk for last three days without any help and to be told to wait for more than ten minutes each day.

For GODS love,deactivate for me this numbers,8898 and 5512,THEY KEEP SENDING ME MESSAGES!and stop sending me messages saying i have insufficient funds to complete a request,0725435079

To all those people who are getting those annoying messages.You send the word STOP to that 4 digit number and make sure your phone number has at least Kshs.30 for every request that you want to unsubscribe from from.

As for me,since i have never subscibed to any of them and they are just stealing my airtime,i choose only to be loading small amounts of Kshs.20 from M-Pesa.

Why would i loose more money unsubscribing my number from a service provider's i never subscribed to and who have already stolen airtime from me?

Safaricom cannot deactivate these messages from coming to your phone.You have to do it youself - At least this is what i was told by the customer care agent i spoke to.

Also, i came to learn that Safaricom has a way of BLOCKING certain numbers from ever getting through to customer care and my number is one of them. I had tried with my number for more than 10 times with no success.I then called with another number from a family member and it went through with the first try.

I think this is unprofessional from Safaricom.

Why would you BLOCK certain numbers from ever getting through to customer care for a genuine concern?

Why must someone loose more and more money unsubscribing their number from a service provider that they never subsribed to?

it is weird that when you ask for a request from Safari com customer care, they will NEVER accomplish! i wonder what is the role of that department!!. imagine asking for forgotten logging details to access post pay line bills and no one can solve this on the spot! so you need to walk all the way to the nearby branch to pick the bill?? and if you request them to send the bill via the e-mail, Even this they cant do!!! something should be done!

My dstv mobile z not working.plz help

Hi. i have a problem plz. i get some msgs from 22125 asking me some questions and they deduct 10 shillings every time. I have tried to call customer care number i.e 100 but no help as all attendants are busy, i have tried calling the other number that charges and still all numbers are busy. can you plz help me by removing that thing for me. my number is 0720543478. i cant even buy credit of more than 10bob since if i do that they ask me the question and cut me 10bob. plz help coz it is making me crazy and wanting to shift to another network

Hi, Kindly help. Since Tuesday (18/6/2013)I've been receiving messages from 21330 on Radio Jambo in Kenya asking prediction questions about the end results on the ongoing Confederation Cup in Brazil and they deduct Ksh 10.00 every time the message comes. Can you please help me stop receiving those kind of messages. My phone number is 0715718140. Am even afraid of topping up for fear of losing my credit to no good use. Will highly appreciate your help. Looking forward to hearing from you.

Safaricom needs to realize it is running a business!!!The customer care is a MESS!!!To get through is virtually impossible!!!Even for emergency cases!!If safaricom is not able to offer services simply automate the calls to address possible queries or most probable queries!!!otherwise if safaricom cannot serve people they need to go home!!

My whatsapp isnt wrking and you dont really seem to care , you have the worst customer care ever!!

Guys don't waste time with safcom cc service. its rather customer automatic entertainment site since you only get music for hrs. i have since moved to orange and airtel and customer care is at mt finger tip...

Please do something about the customer care line that never goes through. If there is an emergency it is of no help at all, why is someone kept on hold the whole day? Very inefficient indeed.

Customer care my foot! Why do you even have that? no response even after being kept on hold for more than 30min with a promise that you will call back. Style up or we go calling on your competitors! We are interested in quality not quantity of service!!

How can retrieve internet setting for my phone,Blackberry 7290
phone number 0713996250 . I have been experiencing difficulties to access the internet page. kindly send me internet setting for this phone. thank you

Please i need list of numbers I called between yesterday 4AM to 1PM

It is with great concern for a number of my colleagues and friends who lunged into the "Bonyesha na Safaricom promotion" with the hope that the promotion was a fair and transparent venture, but all were very much disappointed at the tribal inclination of the whole process at one point or another. This even led the Company to let a few winners from other tribes other than Kikuyus repeat the tired line that the Company is not tribal, that anybody can win. Well lets give that blind line the benefit of doubt, if I consider over 15 guys I know who never even got the daily credits save for two who after hitting 20000 & 30000 points were added 1000 points that only amounted to 50/=. Is Safaricom taking the cue of TYRANNY OF TRIBALISM inclined towards enriching the Kikuyus at the expense of the other Kenyan tribes? Should we mobilize our friends, their friends and the chain goes on to shift to more cheaper and untribalized mobile service providers? MAY THE CEO TELL US WHY OVER 90% OF THE BONYEZA WINNERS WERE FROM ONE TRIBE AND GIVE US THE TOTAL NUMBER OF THOSE WHO PLAYED INTO THIS SCANDAL FROM THE OTHER TRIBES? LET US KNOW THE CRITERIA FOR HOW THE WINNERS WERE CHOSEN AND WHO WERE IN CHARGE OF THE DRAWS, PLEASE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

This is not a smear campaign but have to say that finally safaricom has outdid itself in robbing as blind. Had 50 MBs . Just checked one Email and and googled one thing and puff all the Megabites were gone, hadnt even downloaded anything. Mind you it was after 10 minutes after i had subscribed. Then am tired of getting that annoying technical error message when i try to unsubscribe from something hence end being subscribed for services i dont need,how come there is no technical error when subscribing.Then what is the issue of not being able to complete phone call due to insufficient airtime when there is clearly more than enough airtime worth three whole minutes of talktime. Not even going to talk about how i never get to speak to a customer care agent as they are always seemingly busy. all this is very frustrating, safaricom , please sort this issues quickly

I sent money to a wrong agent number,please help me

i lost my phone 1 month ago and have tried to reach safaricom to replace my line but no help.kindly be good to your royal customers and assist me.My airtime is also being consumed at a high and unbelivable rate.your assististance is highly appreciated.Thank you0729675922

I bought a modem for my laptop only to discover that its 100times cheaper to browse with a mobile phone than the laptop,assist pliz

how can i get my contacts back after replacing

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