Eastleigh

Mixed reactions as Eastleigh residents receive M-Pesa disruption compensation

Safaricom's headquarters in Westlands, Nairobi. (Photo: Courtesy)

By Mercy Asamba | Thursday, January 11, 2024

Some, however, were displeased with the small amounts of money they received, saying they deserved more.

For some of Eastleigh's Safaricom subscribers, Thursday was a joyous day as they were compensated in cash for an M-Pesa service disruption two days before.

The countrywide occurrence affected many, especially business owners and commuters, who use M-Pesa for quick cashless transactions.

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Eastleigh, an ever-growing economic hub, hosts many M-Pesa users. In a day, approximately 200,000 - 250,000 people visit the Nairobi area to transact, with many using the service. Further, according to Safaricom Chief Executive Officer Peter Ndegwa, Eastleigh accounts for five percent of the company's total revenue.

One of the affected Eastleigh residents was Amina Mohammed, who was doing her hair when the interruption struck.

"I'm stuck at the salon. I am unable to pay since I did not have cash," she said.

Others, like one man named Abdi, were unable to pay taxi drivers after reaching their destinations.

"We had to agree that I will make the payment once the services are back since I have no other option," he said.

Many business owners along key streets, including Yusuf Haji (First Avenue) and Jam Street, as well as the new BBS Mall were also affected.

M-pesa has decided to buy me lunch😂 pic.twitter.com/w9AyQ1m7AU
— Cephas (@CMinae) January 11, 2024

Confirmed. You have received Ksh100.00 from M-PESA OFFERS on 11/1/24 at 12:55 PM

Thank you for your patience as we fixed the M-PESA service interruption recently. Please enjoy some cash back as a token of our gratitude. We appreciate you.
— Mihr Thakar (@MihrThakar) January 11, 2024

The compensation to various individuals ranged between Sh20 and Sh500, according to Kenyans on X, who shared the messages they received from the telco.

Some, however, were displeased with the small amounts of money they received, saying they deserved more.

“It’s a joke of the year. 20 bob compared to the disruption and stress caused is not the best way to compensate a client, “ Issa Amin, an Eastleigh resident, told The Eastleigh Voice.

Others were caught off-guard.

“For a moment I was wondering why Safaricom was sending me money but a message was sent later that explained that,” Asha Mohammed said.

The telco giant on Thursday described the monetary compensation as a token of gratitude to customers affected by the service disruption.

“Thank you for your patience as we fixed the M-Pesa service interruption recently. Please enjoy some cash back as a token of our gratitude. We appreciate you,” read a message from M-Pesa.