- A frustrated Safaricom customer took to social media to express his disappointment with the telco’s reward scheme
- The Kenyan man claimed he had been loyal to the leading telecommunications company for 20 years
- While responding to the customer, Safaricom clarified the criteria it uses to reward customers, noting that they must have no outstanding debts
TUKO.co.ke journalist Japhet Ruto has over eight years of experience in financial, business, and technology reporting, offering insights into Kenyan and global economic trends.
A Kenyan man has taken to social media to lament over Safaricom’s zero rewards despite being a loyal customer.
Source: Getty Images
Ahmed Warfa expressed his frustration on Facebook, wondering why he had been overlooked despite using the telecommunication company’s services over the years.
Warfa demanded an explanation from the company, which dominates the local market.
“I have been using this line (0725××××75)for 20 years. I have never changed my line and never ever got rewarded for 20 good years,” he wrote, showing his disappointment.
How did Safaricom respond?
Safaricom acknowledged Warfa’s complaint in response to his online complaint.
The company insisted that it rewards its loyal customers, but clarified that they must have no outstanding Okoa Jahazi airtime.
“Hello Ahmed, we usually award 1 GB data every year as long as you do not have any outstanding Okoa Jahazi,” it stated.
How did Safaricom reward customers and agents in the past?
Earlier, Safaricom launched a loyalty promotion that rewarded all M-Pesa customers and agents.
The campaign dubbed “Maisha Ni M-Pesa Tu”, rewarded customers every time they sent and received money, transferred money from a bank account to M-Pesa and for all Lipa Na M-Pesa transactions.
Over 28.6 million clients participated in the ten-week offer, which gave them the chance to win apartments.
Additionally, M-PESA agents won KSh 1 million in cash as grand rewards. At the same time, weekly rewards totalling over KSh 300 million were won by both agents and customers.
“From a basic service that lets users transfer money home, M-Pesa has expanded to offer millions of Kenyans value in a variety of ways every day. This expansion has resulted from our employees’ and partners’ unwavering inventiveness, but more significantly, from the Kenyans’ willingness to foster and encourage such innovation. This campaign aims to express gratitude and honour our customers for the support,” the telco explained.
Source: Twitter
Why another Safaricom customer lamented
Elsewhere, one of Safaricom’s customers, who bought his SIM card 16 years ago, bemoaned his zero Fuliza limit.
On Wednesday, September 17, 2025, the Facebook user named Eldoret Blackman asked the telco to explain why he was unable to obtain loans from the overdraft facility.
Safaricom clarified that Fuliza loans are determined by KCB and NCBA.
Which milestone did Safaricom celebrate?
In other news, Safaricom hit 50 million subscribers in the Kenyan market in July.
The top telecom company credited the expansion to customer-focused solutions that have revolutionised financial and digital inclusion.
Following the telco’s celebration of a robust client base, Kenyans shared their opinions on social media.
Proofreading by Jackson Otukho, copy editor at TUKO.co.ke.
Source: TUKO.co.ke
