To add further tho this thread and as @Shadrack pointed out, it's not a technology problem. I know this because when I ran my own small consultancy services many years ago, I was appointed to do external quality controls where a large international company had an average of 10-15 complaints per day. 

The problem is this: When @Festus called the complaint centre on Saturday, his complaint must have been recorded by the attendant on call. Since the attendant could not make the reversals, Pesa-Point must have an escalation section/dept to cater for this. So @Festus case was probably escalated to the dept that handles such failed transactions. But here's the deal, no one did anything about it, including monday morning. So for 48 hrs, that complaint of such a critical nature just sat there waiting for action. 

It is important for us to ensure that the 1% downtime per annum is the real target of e.g. access to financial services. This will put us on an international setting thus improving our own standards. In the process, we will have provided better and reliable services to many kenyans who depend on such.