Contact Safaricom to register your M-Pesa agency business

My name is Nancy and I have been an M-Pesa sub-agent for over three years now.

An M-Pesa sub-agent means that, I earn less 20 per cent of the total revenue (commissions) on my till.

The 20 per cent is usually pocketed by my agent whose tills I am using to transact with.

On average, I transact credit business worth Sh12 million and debits worth Sh4 million per month.

I have presented my application for agency to Safaricom, Kenya Cinema Office, and every time, I am informed that the telecom is not taking in fresh agency applications.

I would like to earn 100 per cent on my work.

At the moment, some of the expenses incurred are bank charges which add to Sh20,000 per month because one has to exchange float for cash.

For every Sh100,000 float, the charge is Sh100. I transact on average withdrawals (credit) of Sh600,000 daily. This translates to bank charges of Sh600 per day.

However, I end up with little commission because I still have to part with 20 per cent.

Please assist me get an agency permit because I have the all documentation required.

Thank you in advance.

Hello Nancy,

Thank you for trusting that we are in a position to help you bring your suffering to an end.

We have been in communication with Safaricom regarding how it can help you register your M-Pesa agency business.

In its response, the telcom company instructed you to use the documents we attached in the email we sent to you to apply for M-Pesa agency permit.

Safaricom has noted that its team is looking at updating some of its existing and good performing agents. The firm has also asked you to get in touch with it if you need support on the same.

We hope you will soon be in a position to reap the maximum profits from your business. Keep us posted on how your application goes on.

Dear Yvonne,

My name is Jeremiah Mburu and I have a salary account with Family Bank, Sonalux branch Nairobi.

Through your column on Thursday, October 30, 2014, I came across a case that bears similarities to a problem that I have been facing.

On Friday, October 24, at around 6pm, I visited a KCB ATM in Voi town, hoping to withdraw some cash.

After going through the withdrawal prompts, the ATM returned my card, advising that it was under maintenance, and therefore I should seek services at the bank’s nearest ATM. Neither cent was dispensed, and nor print of confirmation was issued either.

Since my card was Kenswitch- and Visa-enabled, I decided to try the withdrawal at a Kenswitch ATM, but to my utter surprise, there wasn’t enough money in my account, the machine informed me.

Curiously, I returned to the KCB ATM and checked my account balance which indicated that it was less than Sh100.

However, knowing very well that I had close to Sh10,800 savings, I suspected that the ATM had considered the first transaction a success.

The banking hall was closed, and there was no guard on sight. Out of frustration, I knocked the door lightly to get attention of the guard on duty, who asked me to wait for 10 minutes before trying the transaction afresh. I did as instructed twice but it was still unsuccessful.

Later when I got in touch with Family Bank, I was told that there was a problem with KCB ATM withdrawals. I was also informed that the hitch would take 24 hours but at the meantime, the transaction would be reversed.

As I write this email to you, the amount has never been wired back. When I visited the bank recently, its answer was not convincing either.

On contacting Family Bank again, it asked me to be patient but when I came across Dishon’s case in your column, I sensed that something was amiss.

Dishon’s suffering in KCB’s ATM happened in July. I fear that I might have to wait for an uncertain period of time.

I need your help to find out the following: are the answers Family Bank is giving me true considering the long wait Dishon endured?

How long does one have to wait for his hard-earned cash, however little, in case of such a frustration?

Who is responsible for this mess between Family Bank and KCB? Will I ever have my money back?

Can I sue whoever is responsible or can the bank be sued for all the stress, tussle, loss, frustrations, which customers suffer for their errors?

Thank you, Jeremiah, for reaching us in search for answers.

We have been in touch with Family Bank on the matter you have raised here and we thank the lender for responding to our queries promptly.

In its response, the bank confirmed that indeed you experienced an erroneous transaction on October 24, 2014 for Sh10,630 at a KCB ATM in Voi town.

However, Family Bank has noted that your money was refunded on November 4.

Further, your bank acknowledged that its customers have been experiencing challenges using KCB ATMs.

This has seen some customers’ accounts debited without the machine dispensing cash.

The bank has therefore noted that these issues have been brought to the attention of the relevant persons and settlement for such disputes usually takes at least seven days.

We hope you are now able to access your money. Kindly get in touch with us if you need further assistance.

Looking for answers?

Send your queries and daytime telephone numbers to Yvonne Kawira:

E-mail: [email protected]