M-Pesa Agents Bear The Brunt As Safaricom “Claws Back” Commissions


Several M-Pesa agents have this week reported that their commissions were “clawed back” by Safaricom for unspecified reasons.

Clawback is a term used to refer to withdrawal of commissions earned by agents over irregular transactions.

In several posts circulated on social media, several agents reported that they had received their March 2021 commissions but the commissions were withdrawn hours later without notice.

“Yesterday I got a shock of my life! All the commission that we had worked for, for a whole month had disappeared from the Mpesa phone. After contacting my Mpesa administrator, I was informed that the money was clawed back by Safaricom PLC – Reason not given,” said a Facebook user using the account Eric Agola.

Mr Agola lost at least Ksh60,000.

This comes a month after the giant telco suspended several M-Pesa agent lines over what they termed as fraudulent transactions.

Read: Safaricom Suspends Several M-Pesa Agent Lines Over Fraud

In a statement to agents whose lines were suspended, Safaricom accused most of them of breaking down deposits to earn more commission, a thing that could have led to the clawback.

“Dear Agents, Kindly note, lines that have committed fraud have been suspended by Safcom today. If your line gives you an error message “inactive state” just know you are one of the affected,” one of the Administrators told agents as quoted by a local outlet.

The agents whose lines were suspended were also accused of performing fraudulent deposits to increase commissions, according to an email from Safaricom’s head of business development James Mutisya.

“We urge all Head offices to be vigilant and make use of the M-pesa web system to check the transactions that our sub agents perform and report any anomaly,” the email read.

The firm has also asked its affected agents to visit the Headquarters in case of complaints.

By the time of going to press, Safaricom had not issued a public statement regarding the same and our efforts to reach the management did not bear fruits.

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