By Jeff Kizzilah
Safaricom PLC has clarified the reason behind a newly introduced feature on M-PESA that now requires customers to re-enter the recipient’s phone number twice before completing a transaction.
The update sparked conversation online after X (formerly Twitter) user Yobera (@MrYobera) questioned the change, asking: “Yooh @SafaricomPLC, what’s up with re-entering the recipient number while sending money.”
In response, Safaricom confirmed that the change is part of an upgraded Hakikisha feature designed to enhance transaction accuracy and reduce cases of money being sent to the wrong recipient.“Hi Yobera. There is a new feature with improved Hakikisha that requires you enter the recipient’s number twice before completing a transaction. We regret the inconvenience caused,” Safaricom stated on X.
According to the company, the enhanced Hakikisha function is aimed at:Reducing erroneous transactionsMinimizing fraud and accidental transfersStrengthening customer protectionWhile some users have expressed frustration over the additional step, Safaricom maintains that the move is intended to safeguard customers’ funds and improve overall transaction security.
Customer ReactionsThe feature has generated mixed reactions on social media, with some users welcoming the added security measure, while others describe it as time-consuming during urgent transactions.
Safaricom has acknowledged the inconvenience but emphasized that customer safety remains a top priority.
