Safaricom has found itself in the middle of a storm on X (formerly Twitter) after a Kenyan took to the platform to vent frustrations over the telco’s refusal to provide a complete M-PESA statement. The incident centers around a woman who was carjacked and robbed, only to be denied access to critical details of the transactions made with her stolen phone. Now, with Safaricom’s responses raising eyebrows, Kenyans on X are rallying behind the victim, calling the company’s actions out as inconsistent and possibly unlawful.
The saga started when the Kenyan user detailed how her sister’s phone was used to send money to unknown recipients after the carjacking. Naturally, she thought requesting a full M-PESA statement would be straightforward. Not so fast. According to her, Safaricom provided a statement, but key details like the names and numbers of recipients were blurred. And when pressed for an explanation, Safaricom’s customer care claimed it was a matter of “data privacy.” But hold on, isn’t it the account holder’s data we’re talking about?
Please note due to data privacy laws that information cannot be viewed on the statement, kindly advise your sister to report to the police for further assistance .^UA
— Safaricom Care (@Safaricom_Care) September 4, 2024
This did not sit well with many Kenyans, who quickly pointed out the irony in Safaricom’s stance. The company has been previously accused of cozying up to the government, allegedly handing over user data without hesitation in cases of public unrest. Now, with a legitimate request backed by a police report (OB number included), Safaricom’s refusal to provide critical transaction details seems to add insult to injury.
The privacy puzzle
Here’s where things get murky. Safaricom’s own policy on information disclosure outlines that they may release user data to law enforcement, regulatory authorities, and even the courts. So, why the sudden privacy shield?
According to Safaricom’s policy, data privacy is paramount unless there’s a legal mandate to disclose it. The Kenyan Data Protection Act (2019) also allows for data disclosure in cases of theft or fraud, as long as the proper channels are followed. So, with a police report already provided, Kenyans are left wondering: Why hasn’t Safaricom come through?
One explanation could be that Safaricom requires a more specific legal request from the police or DCI (Directorate of Criminal Investigations). But from the user’s perspective, Safaricom’s repeated insistence to “contact the authorities” feels like deflection.
Public outrage hits X
The public backlash has been fierce. Kenyans are questioning why privacy laws seem to be used selectively. After all, if Safaricom can allegedly hand over sensitive data to the government during protests, shouldn’t the rightful owner of the M-PESA account be given full access to their own transactions?
The optics are undeniably bad for Safaricom. While privacy laws are important, the situation raises concerns about how and when those laws are applied. People are now questioning Safaricom’s loyalty: Are they really protecting customer data, or is this a convenient excuse to avoid scrutiny?
What’s next for Safaricom?
The backlash is far from dying down. Kenyans are flocking to X to express their dissatisfaction, with many threatening to switch to alternative service providers like Airtel or even Starlink. The consensus? Safaricom needs to re-evaluate its data privacy policies, particularly when it comes to cases involving theft and fraud.
For now, Safaricom has stayed mum on the matter, sticking to its customer care responses, which are being criticized as tone-deaf. Whether they’ll provide a more satisfying explanation — or better yet, the requested M-PESA statement — remains to be seen.
As more Kenyans add their voices to the fray, it’s clear this issue has struck a chord. In an age where personal data security is more critical than ever, companies like Safaricom will need to walk a fine line between privacy and transparency. And right now, it looks like they’re teetering on the edge.
