I agree with @Festus,and PesaPoint's behaviour is un-acceptable. *Number 1* : Did he get the 11,000 Ksh transaction that he may have planned for things? *No*. Equivalent of a bank telling you your chq is been accepted but please come back later for your money. *Number 2*: Did he get the correct feedback as promised by the complaint centre person i.e in 20 minutes? *No * ** *Number 3*: Because he did not get a call back, he had to cancel his plans on spending the 11,000 Ksh. What if this amount was needed for some emergency and the clock was ticking? So, after the transaction failed, now it meant that he needed to follow up, thus called back twice in after 4 hours. *Number 4:* After almost 48 hours since the incident occured, he still was not updated. And to make matters worse, the system for reversal was down. It is not his problem if systems are down, these system updates and checks are always performed over night as a standard practise for many online systems. So for 2 nights were the systems down? This is not true but utter nonsense. My view.