- Safaricom PLC customers reported missing Bonga Points in early morning transactions.
- Unauthorised redemptions were recorded between 2 a.m. and 7 a.m. across multiple accounts.
- Users shared messages showing points sent to unknown recipients without consent.
- Safaricom confirmed the issue and said investigations are ongoing.
- The company has apologised and promised to restore affected balances.
Hundreds of Safaricom PLC subscribers were left confused after waking up to alerts showing their Bonga Points had been used without their approval.
The reports began circulating on March 29, with many users noticing unusual activity in their accounts during the early hours of the morning. Most of the transactions appeared to have taken place between 2 a.m. and 7 a.m., raising concern over possible system vulnerabilities.
Screenshots shared online revealed a pattern of repeated deductions. In several cases, small amounts of points were redeemed multiple times within minutes and sent to unfamiliar paybill or till numbers.
One transaction alert seen by users showed points equivalent to a cash value being spent and transferred to a named recipient, leaving customers questioning how access to their accounts was obtained.
Some affected subscribers reported receiving several such messages in quick succession, suggesting the activity was not isolated but widespread.
As the issue gained traction, frustrated users turned to social media to seek clarification. Many questioned how their loyalty rewards could be accessed without any form of verification.
Concerns also grew over the safety of personal accounts, with customers urging the company to explain how the breach occurred and what measures were in place to prevent further losses.
In response, Safaricom PLC acknowledged the problem and assured customers that it is actively investigating the matter.
The company confirmed that cases of suspicious Bonga Points redemption had been flagged and that teams were working to resolve the issue as quickly as possible.
Safaricom also issued an apology to affected users, noting that the incident had caused inconvenience and concern among its subscribers.
Customers who reached out to support channels were informed that efforts are underway to fix the system and recover lost balances.
The telecommunications firm has assured users that normal service will be restored and that updates will be shared once the issue is fully addressed.
The incident has sparked a wider conversation around digital safety and account protection. As mobile services continue to handle financial and reward-based transactions, users are increasingly calling for stronger safeguards.
For now, affected customers are waiting for answers and for their lost Bonga Points to be returned as investigations continue.
