Many people think that M-Pesa agents should help people when it comes to solving all problems related to money transfers, which is not the case.
Do you know that Safaricom M-Pesa agents are not employees of Safaricom?
M-Pesa agents cannot access the data customer care services representatives are presented with because they have limited access to your personal details as far as your accounts are concerned.
Sometime back, a woman approached an agent in town and forced him to fix her account simply because he is the one who registered her sim card.
Well, I cannot ascertain whether he helped her register the sim card or not but his hands were tied behind his back.
The woman’s M-Pesa account had been blocked after she entered the wrong pin several times. To make matters worse, she refused to admit she had inserted the wrong pin.
The agent had just completed high school the previous month and landed a job as an agent.
It is advisable for customers to seek help from the customer care centre. However, they usually do not want to hear such 'nonsense' because they say the customer care service number is always busy.
Fortunately, Safaricom has improved its services to make it easy for such customers to find solutions.