Kenya Safaricom has issued a public apology to customers following widespread complaints about its newly launched My OneApp, acknowledging that the rollout failed to meet user expectations.
In a statement shared with customers, the telecommunications company said it was sincerely sorry for the poor experience encountered by many users attempting to access and navigate the application.
Many customers reported challenges while accessing the app, and those who managed to log in said the experience fell short of expectations. The issues affected a broad segment of users.
Customers living abroad and those using roaming services were among the most affected, with many reporting difficulties logging into the app.
Some users were also automatically moved to the new platform due to enabled auto-update settings on their smartphones, leaving them unable to revert to the previous version.
Safaricom acknowledged the situation did not align with its promise of a seamless and improved user experience, noting that customer feedback had been instrumental in identifying the shortcomings.
Company response
The company said the My OneApp platform was designed to bring all its services into one place through a simple, secure and improved customer experience.
However, Safaricom admitted the execution fell short despite the intended improvements, adding that it is now working to address the issues raised by customers.
Safaricom said it has gathered feedback from affected users and is treating the concerns with urgency. Technical teams are working around the clock to resolve the challenges and restore full functionality.
The company assured customers that efforts are underway to ensure reliable access to the app for users both within Kenya and abroad.
Customers experiencing difficulties have been encouraged to seek assistance through Safaricom customer care teams, retail shops, dealer outlets and other support channels.
The apology comes as digital platforms continue to play a critical role in customer engagement across Kenya rapidly growing telecommunications and financial services sector.
Safaricom reiterated its commitment to delivering a safe, secure and always on digital experience, signaling that improvements to the My OneApp platform remain a priority.
