By: Joseph Mutua Ndonga
Worth Noting:
- Here the question comes. How did they know or access my PIN? Safaricom could be in a better position to answer this question. This is because the fraudsters did not have my PIN and original Identity Card [ID. Could it turn out the fraudsters changed my PIN? If yes, how did they manage to do this without an original ID?
- I had forgotten to delete a photo of my ID from my phone’s gallery. If it turns out the fraudsters had used this photocopy to register a new PIN, then Safaricom should take full responsibility. How did they do it without an original ID?
I fully support the landmark suit filed at the high court against Safaricom Plc which is rooted on hundreds of complaints lodged by victims of sim card fraud.
Being a victim, I have opted speak out about it because of two reasons. First, I do not want to see another Kenyan go through this painful experience. Secondly, I feel very bad when I see a series of messages sent by three leading money lending digital platforms-M-Shwari, Fuliza and KCB-all run by Safaricom reminding me that I owe them monies and deadlines for repaying the loans.
For me, it all started when my phone was stolen. My efforts to report to Safaricom via number 100 and request them to block my phone and sim card hit a snag. It took around 30 minutes before the phone of second person, who had helped me to call this number, was picked.
By then, the fraudsters had already stolen all the money in my M-Pesa account and used the line to borrow money from Fuliza, M-Shwari and KCB.
At first, the person who had picked the phone told me. I can see they had tried to use your line to borrow from the three platforms. She was a lady and when I pleaded with her to reverse the transactions and block the line; she promised to do it immediately.
She would not allow me to make more inquires. This was her parting show. I have forwarded your case to our team here. We will get back to you but they didn’t bother to call me back.
My phone had been stolen in the evening. So, the following day in the morning I reported this matter at the Safaricom branch located at the TRM along Thika Super Highway. I was shocked when I was told that the fraudsters not only stole all the money in your M-pesa account but also managed to use your line to borrow from three platforms.
I asked them to give me a printout of the statement which showed how the transactions were done. When I asked them whether they can help me to extend the deadlines of repaying the loans, the two persons handling me at TRM told me. There is nothing we can do. You have no other option other than to repay the loans and meet the deadlines. If you fail to do so, they will penalize you. The money belongs to the banks. The Safaricom only play a facilitative role.
Here the question comes. How did they know or access my PIN? Safaricom could be in a better position to answer this question. This is because the fraudsters did not have my PIN and original Identity Card [ID. Could it turn out the fraudsters changed my PIN? If yes, how did they manage to do this without an original ID?
I had forgotten to delete a photo of my ID from my phone’s gallery. If it turns out the fraudsters had used this photocopy to register a new PIN, then Safaricom should take full responsibility. How did they do it without an original ID?
Safaricom has a duty to protect its customers. So my unsolicited advice to its management is. Please launch a new line to handle distress calls. Besides, the company should make it difficult for someone to change the PIN with ease and deal with related complaints of sim card swap that have also been raised by other clients.
I reported this matter at Kasarani Police Station under OB No 40/27/09/2022.
Joseph Mutua Ndonga is a Writer and Political Analyst based in Nairobi
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