MShwari &CBA logo(photo/sokodirectory.co.ke)
Mshwari customers have raised concerns on their mobile money account balances.
Several customers were unable to access their cash on Wednesday following a system’s outage which started on Sunday.Some Customers who accessed their balances on Wednesday noticed inconsistencies with their cash accounts.
On contacting Safaricom and Commercial Bank of Africa CBA (Which runs the mobile accounts) they were told to wait for 72hours for their issue to be resolved.
CBA, through a statement on Tuesday, acknowledged that MShwari had encountered a system failure since the eve of Christmas.
A customer who lodged a complain on Safaricom’s Facebook page on Tuesday said that she was unable to access her cash 4 days after making a withdrawal.
“Our sincere apologies for the inconvenience. We are working to resolve the issue and no cash shall be lost,” SAFARICOM customer care replied to one of the MShwari customers.
CBA chief executive officer Isaac Awuondo said in the Monday statement that they have since resolved the system failure.
“We have since resolved the technical issues and the M-Shwari customers are now able to transact normally,” he said.
When reached to comment on Wednesday by business daily, he insisted that the systems are fully functional.
“The systems are working. Our customers with any issues know how to reach out to our customer care agents,” he said.
Another statement released on Wednesday, at 3.52pm said that MShwari was under emergency repair and will be restored by 6pm that day.
“M-Shwari is undergoing emergency maintenance and is unable to process your request at this time. We are working to restore the service by 6.00pm,” the message read.