Safaricom has responded to a customer who claimed to have lost money while attempting to purchase internet bundles through the Bundles Mwitu programme.
The customer, identified as Boychild 001 on X, raised the complaint in a post directed at Safaricom Care, asking the telecommunications company to intervene over an M-PESA till number he alleged was being used to defraud customers.
In the post, the customer claimed that the till was receiving payments without providing the data bundles customers had paid for.
“This till is being used to con people while not offering any data,” he wrote while tagging Safaricom and seeking assistance.
Responding to the complaint, Safaricom apologised for the experience and asked the customer to submit details privately to facilitate investigations.
The company requested his phone number, registered name and the M-PESA transaction details in question through its direct message channel.
“Good evening, Boyychild001. Sorry about that. Please DM bit.ly/2LNte your phone number, registered name and M-PESA transaction in question for investigation,” Safaricom Care responded.
In a subsequent response, the company told the customer that its team would investigate the matter and provide feedback within seven days.
“Kelvin, allow us to look into it and get back within seven days,” the company stated.
Safaricom’s response indicates that the complaint had been referred for investigation, although the company had not publicly confirmed whether the alleged fraudulent activity had taken place.
The incident highlights the importance of verifying payment details before sending money when purchasing internet bundles through third-party platforms.
Customers who encounter suspected fraudulent transactions can contact Safaricom through its official customer care channels and provide the relevant M-PESA transaction details for investigation.
This also comes days after Safaricom has, on Saturday, October 31, 2026, warned Kenyans against purchasing unauthorised internet packages popularly known as ‘Bundles Mwitu’, amid reports that some subscribers are using the offers to access mobile data without first clearing their outstanding Okoa Jahazi debts.
Under Safaricom’s conventional data purchase system, customers with outstanding Okoa Jahazi advances may be required to settle their debts before purchasing regular data bundles.
However, some subscribers are turning to Bundles Mwitu as an alternative, allowing them to purchase internet packages while leaving their outstanding Okoa Jahazi balances unpaid.
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