Hey Just call Safaricom, they will help in the reversal. MPESA hotline is 234. On Mon, Dec 19, 2011 at 4:31 PM, Barrack Otieno <otieno.barrack@gmail.com>wrote:

It happens, however if a bank is involved you will be refunded your cash after a number of days, there is a procedure for handling the issue, check with Safaricom as well.

Thanks

On Mon, Dec 19, 2011 at 4:29 PM, Festus Njau <njfestus@gmail.com> wrote:

...

Hi All,

For those thinking of withdrawing money from Pesa Point maybe you should consider changing your mind.... on Saturday i did an Mpesa withdrawal through Pesa-Point of Ksh 11,000 only to get a text showing the amount has been deducted from my MPESA account yet the ATM did not dispense, on calling their support line (0726853000) a lady by the name Grace was so quick to note that there was no error from their side.....but promised to check into details and get back in 20mins, this did not happen till i had to call twice after 4hrs......(Poor customer service), Been calling from morning and the matter has not been resolved the last excuse being "their system for reversal is down"... Pesa Point i need the transaction BW71GA007 Reversed.

-- Festus Njau + 254-770-151717

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-- Regards, Ibrahim G.

Why would you withdraw 11,000 from pesapoint instead of just going to an MPESA outlet or transfering to your bank? On Mon, Dec 19, 2011 at 6:53 PM, Paul Roy <roykoikai@gmail.com> wrote:

I dont see any scam here, this is a common thing with all banks and ATMs where a reconcilliation needs to be done before your money hits your MPESA account. Systems are prone to errors and raising such an alarm throws the word scam into a different meaning....

hope they reverse it in time

On Mon, Dec 19, 2011 at 4:29 PM, Festus Njau <njfestus@gmail.com> wrote:

...

Hi All,

For those thinking of withdrawing money from Pesa Point maybe you should consider changing your mind.... on Saturday i did an Mpesa withdrawal through Pesa-Point of Ksh 11,000 only to get a text showing the amount has been deducted from my MPESA account yet the ATM did not dispense, on calling their support line (0726853000) a lady by the name Grace was so quick to note that there was no error from their side.....but promised to check into details and get back in 20mins, this did not happen till i had to call twice after 4hrs......(Poor customer service), Been calling from morning and the matter has not been resolved the last excuse being "their system for reversal is down"... Pesa Point i need the transaction *BW71GA007* Reversed.

-- Festus Njau + 254-770-151717

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-- "Change is slow and gradual. It requires hardwork, a bit of luck, a fair amount of self-sacrifice and a lot of patience."

Roy.

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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.

Hi Njau I think this is not an isolated case, I did an ATM withdrawal with equity a while ago and while the 2k wasn't dispensed, it was duducted on my mpesa balance. I have tried following this issue with equity and safcom till I gave up! So the atm withdrawal is tricky!!! Best Jac On 12/19/11, Raymond Rono <raymond.rono@gmail.com> wrote:

Such issues do normally happen but they should have some level of being tolerated.

Recently I withdrew KES 20K at Juja Barclays Bank Visa from an account with another bank (not Barclays). The dispenser did not dispense the cash but I immediately received an S.M.S. notification concerning the withdrawal that it had succeeded. I called my bank concerning the same and they told me to go to any nearest branch the following day since it was already 5PM. When I checked the following day, the transaction had been reversed (the statement was showing so).

In short, systems are prone to errors but the same systems should have a minimum level of error recoverability. If an error has to occur, then a mechanism of reliably recovering from the same should be put in place such that you don't inconvenience customers unnecessarily. As Aki points out, the inconveniences caused can run into several thousands in foregone opportunities just because an ATM did not act accordingly. It is therefore wanting to note that our systems are still not customer oriented or reliable.

On Mon, Dec 19, 2011 at 8:11 PM, aki <aki275@gmail.com> wrote:

...

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.

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-- Raymond Rono, raymond.rono@gmail.com.

'One who understands much displays a greater simplicity of character than one who understands little.'

-- Sent from my mobile device Jackson Gathoni

It is sheer incompetence. We all know technology has isues. A system cannot replace human beings. That is why despite the advance in technology, people have to wake upevery morning to go and work. The human beings working with the systems should just formulate an effective and  efficient process to identify and correct susch case immidiately they occur. Any thing else is just an excuse to cover up for incompetence and for someone failing in their job. In any case, a system that says have withdrawn money yet nothing came out should just be replaced with a more reliable one. "One that is able recognise the fact that no cash was dispensed and do an auto reverse." But on the other hand, it is a way to make money for these financial institutions. I know of a company that had over KES 20m in unreconcilled recersals. Please, all those involved, let us take care of the hard earned cash entrusted to you by Kenyans. Regards Shad

Lessons Learnt 1. Technology cannot be relied upon.... mostly it fails you when you need it most.... 2. Always have a mpango wa kando.... emergency funds ... On Tue, Dec 20, 2011 at 10:13 AM, aki <aki275@gmail.com> wrote:

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.

Some thots.

--

"Self-proclaimed & no official backing coding street noisemaker : Pastor Propreitary--Me!"

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