Safaricom Issues urgent Explanation to Fuliza Users After Customer Requests Emergency Limit Increase

Safaricom has responded to a Kenyan customer who appealed to the telecommunications company to help him secure a higher Fuliza M-PESA limit to cater for his ailing wife’s medical expenses.

The customer, identified on X as @aila84830, contacted Safaricom seeking an increase in his borrowing limit, explaining that he needed additional money to deal with his wife’s illness.

His appeal prompted a response from Safaricom, which expressed sympathy over his situation but clarified that it had no direct authority to increase his Fuliza limit.

The company explained that adjustments to customers’ borrowing limits are determined by the partner banks responsible for providing the overdraft facility.

In its response, Safaricom acknowledged the financial pressure the customer was facing but maintained that the decision rested with the lending institution.

The telecommunications company also advised him to maintain regular use of M-PESA and other Safaricom services while ensuring that any borrowed Fuliza amounts were repaid on time.

According to the company, consistent borrowing and repayment behaviour could improve his chances of qualifying for a higher limit.

How to request a review of your Fuliza limit

Safaricom directed the customer to a self-service option that allows eligible M-PESA users to request a review of their existing Fuliza limits.

Customers can access the option by following these steps:

Safaricom explained that customers can use the option once every 30 days.

However, submitting a request does not automatically translate into a higher borrowing limit. The final decision is made by the lending bank after assessing the customer’s financial behaviour.

Factors that determine Fuliza borrowing limits

Safaricom has previously explained that the amount a customer can borrow through Fuliza is determined by several financial indicators.

These include how frequently someone uses M-PESA, their history of repaying Fuliza and other loans, airtime purchases and their wider credit records.

Savings behaviour, including activity on M-Shwari and other financial institutions, may also form part of the assessment.

This means that customers who regularly transact large amounts through M-PESA are not necessarily guaranteed higher borrowing limits.

The company has also maintained that customer care representatives cannot manually increase individual Fuliza limits because the assessment process is handled by partner banks through automated systems.

Fuliza M-PESA was introduced in January 2019 through a partnership involving Safaricom, NCBA Bank and KCB Bank.

The overdraft service enables eligible customers to complete certain M-PESA transactions when their available account balances are insufficient.

Borrowed amounts are recovered when money is deposited into the customer’s M-PESA account, alongside applicable access and maintenance charges.

The latest exchange highlights the difficulties customers may encounter when seeking emergency financial assistance through mobile lending services, particularly when faced with unexpected medical expenses.

Despite the customer’s personal circumstances, Safaricom maintained that Fuliza limit adjustments must follow the lending banks’ assessment procedures.

https://peopledaily.digital/business/safaricom-responds-to-customer-seeking-higher-fuliza-limit-to-pay-sick-wifes-medical-bills?fbclid=IwZXh0bgNhZW0CMTEAcGRvZgNzcnRjBmFwcF9pZA8yNzUyNTQ2OTI1OTgyNzkAAR_IASSPk5j4jb-pjUoQQenr7qWwIVsDK1K4UQVd6mI57YuCgmJb92BlDOCUmQ_aem_D5yhZQGV1J2f5HsAi2w_SQ

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