Airtel Kenya subscribers are still counting loses incurred during the festive period after Airtel airtime top-up vouchers failed to work.
The service outage affected airtime in customers’ phones and daily bundles, with some customers who spoke to Shop in Kenya saying that they lost up to 100GB of data.
“Consumer complaints have gone on deaf ears, Airtel Kenya services went off from 1700 hours 30-12 2018 yet no apologies from them, they only respond to a computer generated script.” said a subscriber
Another disgruntled customer said, ‘in my case I have lost 100GB of daily data another 56GB and the last one was probably 46GB as per their complaint receipts.”
Customer complaints were met with a computer generated message, which read, “C18279419 has been logged in with us and expected resolution date is 01-01-2019,”
The service provider, which is the second largest in the country, responded to subscribers on its social media platform with a message that felt robotic, according to customers.
However, this is how Airtel customer care responded, “We have identified the issue affecting airtime vouchers and are working to resolve it as soon as possible. We apologize for the inconvenience caused and thank you for your patience,” responded Airtel customer care representatives.
Despite complaints from customers, Airtel seem to have gone silent on the issue. Here is a screenshot of its Facebook page with lots of people complaining.
The overwhelmed customer care representatives simply advised the customers to recharge from Airtel Money or Pesapal, there seemed to be no other alternative.
By yesterday, New Year’s Day, customers were still flocking to Airtel’s social media platforms and all they could get in response was a requirement to inbox their details for their issues to be sorted.
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