Scores of Airtel subscribers are grappling with erratic service delivery following a system upgrade announced last week.
The second largest telco company in Kenya announced the upgrade as the second and final phase of a major system overhaul aimed at enhancing customer experience and introducing innovative financial solutions.
“Following our notice on April 6 2025, we will be conducting the second and last phase of our Airtel Money system upgrade designed to enhance customer experience and improve our capabilities that will deliver more innovative products and solutions,” stated the company in a statement.
To compensate for the issue, Airtel Kenya had announced a 100% refund on transaction fees in the form of airtime.
This offer also applied to bank to Airtel Money transactions, pay bill payments, and Agent withdrawals made after services resumed and was to last until midnight May 4 2025.
However, despite the scheduled timeline, customers have continued to experience failed transactions, delayed money transfers, and system errors during withdrawals, leading to growing frustration among users.
However, many Airtel users now say the disruptions have extended beyond the promised restoration period, severely affecting both personal and business activities.
One Aritel money user John Mwangi said he was to settle a soft loan he took through the Kopas cash mobile platform but he has not managed to do so to date.
The deadline for clearing the loan was supposed to be on May 4 after which a 10 per cent late penalty fee was to apply.
He now fears the company may slap him with exorbitant penalties and even report him to the Credit Reference Bureau for loan default.
“I had taken a loan of Sh15,000 through the Kopa Cash platform last month which I was supposed to have cleared by May 5. I duly deposited the money in my Airtel account on the same day but couldn’t complete the transaction as the SSD code was still down. The company has assured us the technical problem has been resolved but when you try to undertake any transaction through the normal USSD code, nothing is working. I don’t know when this issue will be resolved as it is inconveniencing many of us who depend on the Airtel money account to carry out our transactions,” he lamented.
John Kimani has also complained over the Company’s slow pace in resolving the technical challenge which he says has disrupted his transactions.
Kimani is now calling upon the company to expedite the process of solving its internal technical challenges and avert a possible exit to other mobile phone service providers by angry clients.
“It is very discouraging when you have money in your mobile account which you cannot utilize. I have money in my Airtel Money which I cannot use even in an emergency yet the Company has been assuring us the problem is being worked on. It is unfair for someone to hold your money hostage and only release it when he or she decides to do so. That is akin to what Airtel company is subjecting us to,” he laments.
Other customers like Evans Wambui have faulted the Company for dragging its feet in resolving the challenges affecting its systems and termed the problem an affront to its faithful clients who have stood by the company for years.
Apart from challenges with money transactions, Wambui has also cited challenges with unreliable data bundles, slow internet speed and inconsistent network coverage.
“After all, the botched system upgrade can no longer entrust this company with my money. I bought 1 GB data through my Airtel money account but I am yet to get it. I am calling upon the management of the company to do something fast and avert the risk of losing your customers through inexperienced IT technicians.” he stated
Eric Makasi says the issues surrounding the Airtel money platform has heavily impacted his business operations and fears he may lose more in coming days.
Makasi says the company needs to come up with cutting edge technology to help resolve its technical challenges and avoid subjecting its clients to similar situations in the future.
“So now I migrate to your Smart Box internet, today is the renewal date. I have money in Airtel Money which I cannot transact business with. I am losing business as we speak,” he laments.
Ragat Gideon took to Airtel’s official Facebook page where he blamed inexperienced technicians for the problems currently dogging its clients.
“Sorry Airtel we are unable to trust you with our money. My 1GB has not been granted even after deducting my (sic) Airtel Money,” he said.
“You are losing your customers through your inexperienced technicians who have little or no experience in handling the company,” he posted.
Ronald D.K, a resident of Narok on his part appealed to the company to improve the network coverage across the country as many parts lacked reliable coverage.
“Your network nowadays is wanting. I have been your customer since 2008 but nowadays even calling sometimes is a challenge. In the entire Narok county there’s a problem,” he stated.
By Samuel Maina and Brian Mwangi
