M-PESA Users Left Frustrated as Bank Breaks Silence on Hours-Long Service Disruption

Customers using KCB M-PESA have been left frustrated after the mobile banking service became temporarily unavailable, preventing some users from accessing their money for several hours.

The Kenya Commercial Bank (KCB) announced on Sunday, October 25, that the disruption was caused by scheduled maintenance, assuring customers that its technical team was working to restore normal operations.

However, the announcement came as some customers questioned why the maintenance was taking so long, with concerns growing among those who depend on the platform for their daily financial transactions.

For many users, mobile banking is an important way of sending money, accessing credit and managing everyday expenses. The prolonged interruption has therefore raised questions about when normal services will resume.

One customer took the matter to X, formerly Twitter, to express frustration over the delay.

The customer, identified as @jumar__1, questioned why the maintenance had reportedly continued for more than eight hours, saying customers needed access to their funds.

The complaint drew attention to the challenges faced by users who had expected the service to be available as usual.

In response, KCB apologised for the inconvenience and explained that system upgrades were underway.

The bank said its technical team was working to resolve the problem as quickly as possible, although it did not provide a specific time when customers could expect the service to return.

In a subsequent communication, the lender repeated that KCB M-PESA was undergoing scheduled maintenance and asked customers to remain patient as efforts to restore the platform continued.

Despite the assurances, the absence of a clear restoration timeline has left affected customers waiting for further communication from the bank.

KCB has also not disclosed the specific technical changes being undertaken or explained whether all services linked to the platform were affected.

KCB M-PESA operates through a partnership between KCB Bank Kenya and Safaricom, allowing customers to access banking and credit facilities using the M-PESA platform.

The service is particularly useful to customers who rely on their mobile phones to handle financial needs without visiting a banking hall.

As the technical team continues working on the issue, customers will be watching for an update confirming that normal operations have resumed.

Have you been affected by the KCB M-PESA outage? How has the interruption affected your ability to access your money?

Source:https://peopledaily.digital/business/kcb-m-pesa-services-temporarily-unavailable-bank-announces?fbclid=IwZXh0bgNhZW0CMTEAcGRvZgNzcnRjBmFwcF9pZA8yNzUyNTQ2OTI1OTgyNzkAAR4vN8y4EZ1s7-baCvYtOGdU_71tq2-h9r9oW6SyBg6sTbFm1uoh731agyjhKA_aem_uv6_mcnPXWBv9gqNyjwKCg

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