There is a day Safaricom PLC used to be the better option for Kenyans but that day is gone and forgotten.
Nowadays it is about struggle, frustration and confusion among customers, and the company seems to be doing little more than admitting system failures after they happen.
For weeks, users across the country have been facing repeated disruptions on M-Shwari and KCB-Mpesa, leaving millions stranded and unable to access their money.
From traders to travelers, many have taken to social media to vent their anger, accusing Safaricom of growing arrogance and complacency.
Safaricom CEO Peter Ndegwa speaks during a past event. Photo: KTN News Source: X
On X, formerly Twitter, George T Diano captured the mood of many Kenyans when he posted, “The way Safaricom operates nowadays, it seems one day Kenyans will wake up and find money in Mpesa and Mshwari have drunk water.”
Another user, Mwendia Jnr, wrote, “Safaricom is really messing people up—second day in a row and M-Shwari isn’t working. No official confirmation, nothing. This pride will end one day.”
Such sentiments reflect the growing public anger directed at Kenya’s largest mobile operator.
Despite being a financial lifeline for millions, the firm’s mobile money platforms have become increasingly unreliable. For many, M-Pesa once symbolised convenience and trust, but now it has turned into a source of anxiety whenever system updates are announced.
Mshwari statement confirming the system glitch.
The most recent disruption has lasted days, locking out users from accessing loans or withdrawing funds from M-Shwari.
One user identified as American_059 wrote, “Safaricom Mshwari services are currently down. Users are not able to withdraw funds or do deposits. No notice yet from the Telco. Embarrassing moments!”
In a brief post on X, M-Shwari’s official account confirmed the outage, stating, “Dear customers, the M-Shwari service is currently unavailable. We are working earnestly to resolve this technical issue and restore the service fully as soon as possible. We sincerely apologize for the inconvenience caused.”
However, many customers say the apology is not enough. Three weeks ago, a major system maintenance left travelers and businesses stranded for hours, disrupting payments across the country.
Critics argue that the company’s repeated failures are a sign of poor planning and lack of transparency.
