Safaricom PLC Reviews 

Bad customer service..They have made it hard for their customers to reach them

I had one of the worst experience with Safaricom. I travelled out of the country for 5 weeks and I was put offline for 4 weeks as they couldn’t activate my esim. Added to woes the physical sim line also got disconnected and my repeated mails requesting for connection has fallen on deaf ears. They kept apologising and promising but they failed miserably.They were unable to even give me the reson for disconnection. All my banking transactions were affected because OTPs couldn’t be delivered. Problem is resolved only after coming back to Kenya. Advise is while travelling have a backup.

Not as reliable as it used to be 10 years ago

They taken my 06 month advance for home internet package,
It's now 5 days sales person not pick phone, customer they said we working on it.you wait.

They poor service

They taken my money 15000 ksh

Please pray to God they return my money.
Today is 23 Nov
Still I not get any reply
For installation or return money

Poor customer service. Kept me on hold for 30 minutes three separate times without getting to speak to an agent to sort out the issue for slow speeds. They do not care about their customers.

This is for al the tourist. Safricom is your worst nightmare. They claim to be the best but they are far far from that. The company doesn't know how to give tourist a working Mpesa. I spend hours in the safricom shops and left without nothing, no working Mpesa app. Terrible. They do promises but don't keep it. They are not professional. Make sure to leave their office with a working Mpesa. Put money in the Mpesa app then you'll know if it works otherwise don't buy the simkaart.

crashing all the time and increasing the prices annually while adding no additional value

Safaricom uncouth practices. I've paid for 3 months. Last night my Internet stopped working. I had to call them over 3 times to fix the issue which I was told was due to their system update at night. They told me that my Internet will be fixed in 2 hours. I called after 5 hours and they informed me that it will be back in 30 minutes. I then had to call after an hour and to wait for a customer service rep for over 30 minutes only for her to fix in in one click and credit my account. I need reliable Internet and I don't think safaricom is it.

I pay for 30mbps fibre but they keep reducing my speed to 10mbps. I have to call them on a weekly basis to fix it but then issue returns after a couple of days. They say it’s because I have multiple devices but even when I turn off all my devices apart from 1, that single and only device consuming the internet at that time still only gets 10mbps. Their excuses do not hold up, it is simply theft.

Unreliable! Their app doesn't work. Workers are unhelpful.

Safaricom claims to be Kenya’s leading network, but when it comes to mobile data, it is hands down the worst. The connection is unreliable, speeds are frustratingly slow, and the data bundles vanish like magic. You buy 1GB, and before you even stream or browse properly, it’s gone.

Customer care doesn’t offer real solutions either — just scripted replies and empty promises. For the high prices they charge, the service is simply not worth it.

I even don’t like to give 1 star also no option Definitely not recommended!

1 star because there is no star.
Very treacherous and extortionist.
I subscribed for fixed data service which is supposed to be charged monthly, I end up being charged full monthly charge for 11 days use and an advance for anther month not mentioning that I already paid for "deposit". This is obtaining money under false pretence.
The speed they promised to offer is also a pipe dream most of the time.

I am looking for the zero star, 21 emails later and they haven't swapped my simcard for one that actually works.

TERRIBLE SERVICE.....TERRIBLE!!! SINCE BOB COLLYMORE PASSED IDK WHAT'S WRONG WITH Y'ALL BUT GET YOUR SHIT TOGETHER

They offer a solid service but some aspects such as costs of transactions can be high

Ah yes, the company I used to recommend without blinking.
Support tickets now feel like sending messages into the void, and now even having issues with internet renewals, things that should just work automatically.

Service uptime used to be brag-worthy. Now it’s more like a game of roulette. Will it work today? Who knows!

Please fix yourselves. Or at least let us know when the funeral is so we can pay our respects to the company you used to be.

The speed is 0.1 there customer care don't even greet back. Internet on the other hand is down every 3 minutes and I've had that issue for years.

I wish there was just a zero star. I would have given them exactly that. The company had a very good customer service some time back, and now it's almost impossible to reach them virtually. Why do I have to call 5 times with no connection to an agent? I sent money to the wrong no., and on texting them on Facebook, they told me that I have to visit their shop for a reversal. Assuming you are in the remote end, or working throughout the day, how is that even convenient? What happened to calling the recipient and the sender and making things right? Am so disappointed.

I wish I could give this company zero stars. They were once known for excellent customer service, but their standards have drastically declined. Reaching them by phone has become nearly impossible, and if you accidentally send money to the wrong recipient, their assistance is virtually nonexistent. They simply instruct you to submit a reversal request to 456, which is entirely unhelpful. Even worse, they prioritize the recipient over the sender, allowing the recipient to decline the reversal request—even when the funds rightfully belong to the sender.

Slow MPESA transaction,you end up doing double transactions.