Safaricom apologises after complaints from Kenyans over My OneApp

Safaricom merged its M-PESA, MySafaricom, and Bonga services into a super app to create a one-stop shop for all its services.

Customers have, however, lamented poor user experience, mostly roaming and diaspora users, citing challenges logging into the app.

Likewise, others have experienced auto-updates settings on their phones and were automatically moved to the new My OneApp.

"This is not what we promised, and for that we are sorry," Safaricom said in a statement on Thursday.

The telco has promised to deliver better customer experience and is currently working to fix the anomalies.

"We have gathered all the feedback, and we are treating your concerns with urgency. Our teams are working around the clock to resolve the issues you have raised, so that whether you are in Kenya or abroad, you can seamlessly access and use My OneApp," Safaricom added.