Safaricom Explains Why Customers Must Contact Businesses Over Wrong Paybill Payments

Safaricom Office

Safaricom has explained why customers who send money to incorrect Paybill numbers must first contact the receiving businesses.

The clarification followed complaints from a customer who questioned the company's handling of mistaken M-Pesa payments.

On Friday, October 30, 2026, an X user identified as @babujaymo challenged Safaricom Care over its reversal procedures.

The customer argued that people should not be forced to chase businesses when seeking help recovering money sent incorrectly.

Safaricom Explains Its Reversal Process

In response, Safaricom said the receiving Paybill partner must initiate the reversal process.

The telecommunications company explained that it provides customers with contact details for the relevant business to request assistance.

Safaricom Care added that customers could report any difficulties reaching the recipient for further intervention.

This means the receiving business must first be contacted before Safaricom considers additional assistance with the reversal request.

What Customers Should Know

The explanation places the initial responsibility for requesting a Paybill refund on the business receiving the money.

Customers who make payment mistakes are therefore expected to use the contact information provided by Safaricom.

However, the company indicated that its customer care team could follow up when customers experience challenges contacting the receiving partner.

Safaricom did not specify how long customers should wait before requesting further intervention.

It also did not explain the exact circumstances under which its team could directly handle an unsuccessful reversal request.

The exchange has drawn attention to the steps M-Pesa users must follow when money goes to an unintended Paybill account.