Nairobi: Scores of Airtel subscribers are grappling with erratic service delivery following a system upgrade announced last week. The second largest telco company in Kenya announced the upgrade as the second and final phase of a major system overhaul aimed at enhancing customer experience and introducing innovative financial solutions.
According to Kenya News Agency, Airtel Kenya had previously announced a 100% refund on transaction fees in the form of airtime to compensate for the issues. This offer also applied to bank to Airtel Money transactions, pay bill payments, and agent withdrawals made after services resumed and was to last until midnight May 4, 2025. However, despite the scheduled timeline, customers have continued to experience failed transactions, delayed money transfers, and system errors during withdrawals, leading to growing frustration among users.
Many Airtel users now report that the disruptions have extended beyond the promised restoration period, severely affecting both personal and business activities. John Mwangi, an Airtel Money user, expressed concern about not being able to settle a soft loan he took through the Kopas cash mobile platform, fearing potential penalties for late payment.
John Kimani has also voiced complaints over the company’s slow pace in resolving the technical challenges, which he claims have disrupted his transactions. Kimani urges the company to expedite the process of solving its internal technical issues to prevent customers from switching to other service providers.
Other customers, like Evans Wambui, have criticized the company for its delayed response in addressing the system challenges, which they view as a disservice to loyal clients. Beyond money transaction issues, Wambui has also experienced problems with unreliable data bundles, slow internet speed, and inconsistent network coverage.
Eric Makasi, whose business operations have been heavily impacted by the Airtel Money platform’s issues, calls for the company to adopt advanced technology to resolve its technical challenges and avoid similar situations in the future. He expressed frustration over being unable to transact business despite having funds in his Airtel Money account.
Meanwhile, Ragat Gideon took to Airtel’s official Facebook page, attributing the ongoing problems to inexperienced technicians. He criticized the company for not delivering promised data bundles and warned of losing customers due to inefficient technical handling.
Ronald D.K, a resident of Narok, appealed to Airtel to improve network coverage across the country, highlighting the unreliable coverage in many regions, including Narok County.