Category Archives: Safaricom

How to Get an M-Pesa Refund

and other Safaricom tales

M-Pesa mistake: I interacted with two products over the weekend from Safaricom: One is of course MPesa from Safaricom (Kenya’s largest mobile company), the money transfer system that has been the talk of the remittance and mobile banking world; but what should be a Kenyan success story, is a Vodafone (UK ) tested, developed, and rolled out here as a Safaricom licensee. There was quite a bit of discussion of that at the mobile for change summit on Saturday in Nairobi, but that’s for another day.

My M-Pesa tale is one that many of the 6 million registered users have probably experienced. You go to a pharmacy/cyber café/supermarket and pay a Safaricom agent your money to load you phone up with funds (up to Kshs. 35,000 or ~$450) and zap it off to pay for anything – grandma’s medicine, farm inputs, auto spare parts, satellite TV, etc. the list of MPesa uses is growing

You then wait for a few seconds and get a confirmation message of the transfer, only to discover that you have sent the money to the wrong recipient! Somewhere in Kenya, there was a lady with an unexpected month-end bonus from an anonymous donor. Common rare courtesy calls for one to refund the money, but #$%* did not answer my calls.

It appeared that I would not be able to persuade her to refund my money and so I wrote it off as money lost. I went back to the same agent, and paid money again and sent it off to my aunt, this time with the correct number.

I was still mad and went on to @Twitter ranting and raving that I had sent the wrong person my money and that #$%* had probably gone on a celebration spree as some idiot had sent her a weekend bonus. But on twitter my prayers were answered – by @69MB (who’s traveling in Tanzania) and @Ngeny who sent tweets back, that I could halt that transfer unless #$%* had already withdrawn the money.

Next, I rushed and called the dreaded (always busy) customer service line at Safaricom (#100) to try and get my money back. After a dozen attempts, I got through and was asked to call another line at Safaricom (#234). This one was even busier, but I eventually got through to a gentleman, and I explained the error I made. He asked several questions – my name, intended recipients number, amount sent, number wrongly sent to, my birth date etc. I had all the answers and was very relieved when he said that my money would be refunded within 72 hours. EDIT (uhusiano add that there is an Mpesa Customer Care dedicated line 0722002200)

Oh and about a ½ hour after I finished with Safaricom #$%* tried to call me, perhaps she had raced to agent to withdraw her booty only to be told that the transfer had been held up. I was courteous enough not to answer her call and yell at her

So I now have my money back (still in my phone) and I’ve learnt, thanks to Twitter, and Safaricom, that it’s possible to get an M-Pesa refund

EDIT:

official advice from Safaricom

If you send money to the wrong number:

  • Call Line 234 immediately and provide them with the number that has erroneously received the cash.
  • Funds sent to a wrong number will be reversed only if still available in the wrong recipients’ account.
  • If successful, you will receive an SMS indicating that a reversal has been done

Micro air-time loan :

The other Safaricom product I tried to use was Okoa Jahazi (rescue a sailor in Swahili? – someone correct me) (Okoa Jahazi literary means save/rescue a ship/boat/dhow in Swahili) which works on the premise that you may be stranded somewhere and need to maker an emergency call but don’t have money or are not in a place where you can buy an airtime voucher to complete the call.

Okoa Jahazi is a 50 shilling ($0.65) airtime voucher, almost a micro-loan, which you can request from Safaricom by typing a simple code. It’s not free and will be deducted the next time you purchase a similar voucher. It also attracts a 10% levy, so you get just 45 shillings.

I requested the voucher, as an experiment and made some calls. I then bought a replacement 50 shilling voucher which paid off the micro-loan from Safaricom. But I had a bit of difficulty after that; I could not call a rival network (Zain, Orange) or browse the internet, using the borrowed airtime – it was strictly for making calls to other Safaricom users. So I had to buy another voucher, to get my credit up and out of my micro-debt. This comes when you don’t read the fine print. Anyway, it’s a useful service, but one that should only be used for emergencies.

Summary:

So we have two products form Safaricom. One I have used several times, and will probably use again, one that I hope I will not have to use again (emergency only). The rules are quite clear, but few read the fine print of the offers made by service companies. It makes sense that the micro-loan is restricted to minimal emergency functions, but it would also be nice of Safaricom to inform their (6 million) MPesa users that it is possible to get refunds from M-pesa. If I was not on @Twitter I’d have lost a lot of money
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situs gacor

Urban Inflation Index – June 2009

Tracking changes in the three months since the March 09 index and to approximately a year ago with the July 08 index

It’s going to be a tough year given the financial results that we have seen so far. Safaricom had reduced profits, while Zain and surprisingly Kenya Airways also recorded losses for the financial year. And while most banks have growth of 30 – 40%, GTV went bust.

The arrival of the submarines/fibre cable are expected to bring down the cost of communications sometime in the future, but at the same time it is expected that the Kshs. 109 billion ($1.4 billion) to be raised from local financial markets in the next few months to finance the services, programs, and deficit of the Government of Kenya will in the process also push up interest and borrowing costs for individual and businesses.

Gotten cheaper

Fuel: A Litre of Petrol fuel (at local petrol station) is now Kshs 72.5 (~$4.18 gallon) down 3% from 75 in March 2009. A year ago, petrol was retailing at over 100 shillings per litre.

Staple Food: Maize flour which is used to make Ugali that is eaten by a majority of Kenyans daily. A 2 kg. Unga pack at Uchumi today costs Kshs. 92, down from 96 in March. However this is still much higher than the Kshs. 73 a year ago and a high food prices remain a sore point for many consumers – both urban and rural.

Communications: While phone calls through leading mobile company Safaricom are largely unchanged at about 8 shillings per minute (~$0.10), calls are cheaper at Orange and Zain, but probably from subsidizing consumers to lure them away from Safaricom. What has gotten cheaper is the cost of data. A Safaricom modem now costs Kshs. 4,000 ($51) and has been dropping periodically since it was introduced in 2007. Safaricom has also several ongoing promotions for laptops, blackberry’s and data-enabled phones as it competes with the likes of Access Kenya, Orange who sell the I-Phone, and Zuku from Wananchi who last month slashed in ½ the price of unlimited broadband.

Foreign Exchange: 1 US$ equals Kshs. 77.94 having appreciated from 80.07 three months ago. It was 67.4 a year ago, but few expect it to edge downwards for the next few months.

Unchanged

Entertainment: A bottle of Tusker beer (at local pub) is Kshs. 130 ($1.60) unchanged from three months ago, and also priced the same as last July. While prices have not changed, beer sales may on shifting sands. Former Trade Minister and member of parliament Mukhisa Kituyi was interviewed a few weeks ago on TV and he made some remarks on how the economy is impacting the mwananchi (ordinary man) – he said before someone would go and watch a soccer match on TV in a sports pub and have 4 beers, today that same person will nurse a single beer for the duration of the match (was he talking about himself?)

More Expensive

Electricity: my bill last month is Kshs. 2,100 ($27) up from 1,800 three months ago (comprising fuel cost of 436c/kwh, and forex adjustment of 63c/kwh – it was lower 649c/kwh last July). The expectation is that with drying rivers and water dams, electricity generation and consumptions costs (Kenya is still hydro or diesel fuel dependent) will become more expensive. In his Budget Speech last week, Kenya’s Finance minister proposed to remove taxes on generators and other power production equipment, perhaps in anticipation that more companies may be buying these soon. Already, blackouts (announced and unannounced) are becoming more common either from transmission failure or vandalism (some brave people steal wires or fuel from transformers!)

Of concern also is the quality of electricity supplied. In the last week, my microwave and kettle have been knocked out, while a neighbour lost both water heating boilers in her house. The inconsistent electricity supply also knocked out my TV a few months ago and I’m scared of charging my laptop except late at night when i expect supply to be stable!

Other food item: Sugar (2 kg. Mumias pack) is Kshs. 175, up from 165 three months ago, and a year ago it was 145 (now costs 21% more than a year ago).
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situs gacor

Mobile phones lower the cost of business

Money Transfer Within Kenya Part 3

A comment from @alykhansatchu on Money transfer lead to an update of the first post about money transfer from about 3 ½ years ago before the advent of mobile money transfers.

At that time, the cost of sending 10,000 shillings (then about $136) within Kenya was Kshs. 1,700 ($23) with Western Union and 1,850 ($25) with Moneygram – working out to a remittance cost of about 17% – 19% for an instant money transfer. This was mostly done at a few commercial bank branches, some foreign exchange bureaus, and at post offices around the country within banking hours.

90% savings: A lot has happened in the last few years mainly in the form of the arrival of money transfers via mobile phones by MPesa from Safaricom and more recently Zap from Zain.

A recent post last week noted that Western Union in Kenya have just lowered transfer costs to flat rates of 2% i.e. almost 88% cheaper than what they were at the time.

In the last few years, millions of Kenyans have moved on to mobile phones for money transfer and I can’t recall anyone who uses banks for these transactions. Mobile phone have maximums of about $430 (35,000 shillings) for money transfers, but this is more than enough to cater for most remittances, including the emergencies that necessitate instant transfers.

And mobiles are still cheaper; the 2% western union charge to transfer 10,000 shillings works out to about 200 shillings. A transfer of the same amount by Zap costs 75 shillings (0.75%) and 105 shillings (1.05%) by M-Pesa (after combining sender and receiver fees)

International remittance to get cheaper?: Zain hope to link Zap to allow transfers to customers of Zain in different African countries. And Safaricom are setting up a link for transfers from the United Kingdom to Kenya. When these are established, we should also see the cost of internal remittances, whose sometime high cost is a cause for complaint for many Africans in the Diaspora, also drop significantly.
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situs gacor

Centum seeks Carbacid

and other Bank Twits

Twitter is a micro-blogging tool that is really nifty for doing mini-posts, forwards and other remarks that (are on any subject) and are maybe not worthy of a full blog post. Here’s a summary of my week on Twitter:

– @louizah Zain Vuka has ended? Please confirm
– @NTV showing IFC-funded docu on women entrepreneurs – meaning manu-arsenal will be on tape delay – WHY? next @NTV ditched a static-filled channel & skipped their ‘half time’ piece to present second half live, on a much clearer signal! Kudos
– Sports journo era over? Player asks for trade on blog team obliges on Twitter player thanks fans on Facebook http://tinyurl.com/d967eu
– blog post Why Safaricom should spin-off MPesa http://bit.ly/gYZ86
– The Central Bank of Kenya reports have become incomprehensible B.S
– Upgraded Safaricom Investor relations page has media and CEO briefings http://bit.ly/VBZ2f
– Tanzania will now recognize Kenya manufacturers mark of quality http://bit.ly/USZHg
– Delta Air round-trip intro fares from Nairobi include (ex-tax) $650-NY/DC, $975-ATL/Chi/ Dallas, $1124-LA/SF and $1440-Detroit
– @kahenya @jamesmurua likes Riviera, which has good crowd and facilities, but beer is pricey and the place is a fire-trap
– So Joe Biden met Nairobi Mayor Majiwa in Chicago. There, that’s the end of the joke
– Safaricom CEO says M-Pesa not yet profitable http://bit.ly/TDV8D
– @leofaya says Kenyan promoters are killing Facebook http://bit.ly/zBHXB
– Today’s pavement uprooting is sponsored by Access Kenya – as the fibre optic railway is laid around Nairobi
– @Archermishale sports conspiracy goes that where a sport wants to sway a big game, they put in a low-quality ref, but didn’t happen on Wednesday
– Safaricom partners with Kenya’s largest bank KCB http://bit.ly/J4l92
– Kenya budget saga ($115 million) blamed on a typo – Quote ODB “N___ please!” http://tinyurl.com/p5hoyo
– blog post: two bank shareholder meetings same day same building same time http://bit.ly/86lNq
– @pinkm so you can only use debit, but not credit card to buy amazon books from KE? Interesting
– Ethiopian Air applies to fly from Nairobi to Amsterdam and Nairobi –Liege (Belgium)
– Land spin: Could there be a link between Migingo Island and the Kampala land Kenya got from the Uganda military?
– If MTN buy Yu or Access Kenya, they will have to negotiate with MTN matatu society for use of the name.
– blog post Its Our Turn to Eat (is credit card worthy) http://bit.ly/YnriQ
– NMG 2008 report gives prominent mention of new digital division, Making-Nation DVD and Zuqka portal http://tinyurl.com/qkcphc
– Centum applies to the CMA to buy Kshs. 350M of Carbacid shares and be the largest shareholder of the Nairobi listed (but suspended) company
– Senator cards advise customers to only upload to https, not http sites. It’s rare to find credit company giving card advice
– From Mars Group: Parliament’s Report on the Kenya Budget inconsistencies http://blog.marsgroupkenya….
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situs gacor

Zain in Kenya

Vuka Verdict:

Zain introduced the Vuka revolutionary flat rate call package of 8 shilling per ($0.10) minute to call all other networks in October 2008. After an initial surge in customers. What do the numbers bear out?

Rough dialing

– Zain gained a million customers 3.08 million (up from 2.1 million)
– Zain lost revenue $162 million (~13 billion) down from $194 million
– Zain lost big money: Net loss was $90 million in 2008 compared to a loss of $21 million in 2006. the ~Kshs. 7.2 billion is perhaps the largest corporate loss in Kenya for a single year

Zain outlook

– The 2009 numbers should be much better as marketing costs of Zain’s Vuka were quite heavy for the last quarter of 2008 and by which time customer numbers were still growing. But with just 5% of the entire Zain group customers, Kenya may be an expensive group to manage in what they consider to be a competitive market with low revenues [Average revenue per user/ARPU was $6 (down from $7)]. Zain claims 18% market share to Safaricom’s 77% and 5% for Orange
– Zain owned 80% of the Kenyan operation, up from 70% in 2007
– If Zain can state the population of Kenya is 38.5 million (up from 37.5 in 2007), is there need for an expensive Government census which will take place later this year?