CA: telcos left 239 consumer complaints unresolved as mobile money fraud risks rise
Key points
- CA says mobile operators failed to resolve 239 consumer issues — about 36% of the counted set — forcing regulator intervention.
- 548 complaints (82%) resolved; 122 cases under active regulatory follow-up.
- Complaint mix includes data QoS (22), service delays/failures (35), terminations (20), voice QoS (13), data interruptions (14), billing (75).
- Quarterly totals also cite 110 digital financial/mobile money, 75 cybercrime/ICT crime, 42 broadcasting; CA flags SIM-swap and identity fraud risks.
When your line dies mid-M-Pesa, a “please hold” chatbot is not consumer protection. The Communications Authority says mobile operators left 239 consumer issues unresolved — about 36 per cent of a tracked batch — and stepped in, KBC reported.
CA said 548 complaints (82 per cent) were successfully resolved while 122 remain under active regulatory follow-up. The consumer report breaks out quality and service failures: 22 data QoS, 35 delays or failures in service provision, 20 terminations, 13 voice QoS, 14 data interruptions, plus 75 billing and charging complaints on data value for money. Across the quarter’s wider intake, CA logged 110 digital financial services and mobile money complaints, 75 cybercrime and criminal use of ICT infrastructure, and 42 broadcasting. The authority warned that mobile numbers now gate financial, digital ID and e-government access — so SIM registration, replacement and number management are security priorities against SIM-swap fraud, identity theft and scams.
Resolution rates hide the fraud file
An 82% “resolved” score means little if the unresolved 36% of operator cases include life savings lost to a swapped SIM. CA must name laggard licensees and timelines, not only percentages.
Technology desk: Technology. Verified counts and SIM-security warning from KBC/CA report coverage.
Consumers should freeze SIMs and report swaps immediately. Operators should publish monthly fraud restitution stats.
Parliament’s ICT committee should summon licensees behind the 239 unresolved cases within 30 days of the report.
CA should also publish a league table of operator resolution times so households know who is slowest on billing and SIM fraud files.
Readers should cross-check any deadline, fee, court date or programme claim against primary gazettes, agency circulars and court records before acting on this report.
Official gazettes, court rulings and agency circulars may update these facts after publication; readers should verify any deadline, fee or court date against primary sources before acting.
Based on KBC reporting of CA consumer complaint data. Quarterly figures can be revised in full reports.
