Safaricom Explains Why M-Shwari Money Can Be Deducted to Repay a Loan on a Deleted Line

Safaricom has explained why money in an M-Shwari account may be used to repay an outstanding loan linked to a phone number that has been deleted, following a customer’s complaint about an unexpected deduction.

The explanation came on Wednesday, October 21, 2026, after an X user identified as @Kristen8cg questioned why funds had been taken from her M-Shwari account without her knowledge. She also wanted to know who had authorised the transaction and why she had not received a notification.

“I need someone to explain to me what is pooled line loan repayment, who authorized my amount to be deducted from my M-Shwari, why I didn’t receive any messages about it and why my money is missing from my account without my consent and authorization,” she wrote.

Responding to the customer, Safaricom said a pooled line is a phone number that was previously registered under a person’s details but was later deleted because of inactivity.

The company explained that the deduction was made to recover an overdue loan balance associated with the deleted number.

“Good morning Kristen. A pooled line is a number that was previously registered under your details but was later deleted due to inactivity. The loan repayment was made because the line had an overdue loan balance linked to your account,” Safaricom stated.

The explanation highlights how mobile lending obligations can remain active even after a customer stops using a particular SIM card or deletes a phone number.

Customers may register more than one mobile line under their identification details when accessing financial services. Deleting a line does not automatically cancel a loan borrowed through it, meaning an outstanding balance may still require repayment.

In February 2026, similar questions emerged over loan recovery involving recycled phone numbers, with explanations pointing to the link between borrowing records and a customer’s identity rather than the phone number alone.

M-Shwari is a savings and credit service offered through a partnership between Safaricom and NCBA Bank. Customers can repay loans through M-PESA or directly from their M-Shwari accounts.

The service’s published product information provides for a one-month repayment period, while its terms and conditions outline how outstanding balances and overdue loans are handled.

Customers who notice unexpected deductions may need to establish which loan the transaction relates to and whether the borrowing records are correctly linked to their identification details.

https://peopledaily.digital/news/safaricom-explains-how-your-m-shwari-money-can-be-used-to-repay-loan-on-deleted-line?fbclid=IwZXh0bgNhZW0CMTEAcGRvZgNzcnRjBmFwcF9pZA8yNzUyNTQ2OTI1OTgyNzkAAR5UBH2arNnAUg6QKUs666vFMq1mNrhX5ZZ65fpKyMx8zxupVRJao1_18Dj-5g_aem_C5T16qX280RnehTW8TaVKw

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