- Safaricom responded to a customer complaint about Fuliza limits on Facebook on Tuesday, October 13
- The telecommunications company clarified that raising a customer's overdraft limit is not within its own authority to decide
- Safaricom outlined a specific step-by-step process customers can follow to request a limit review via their phones
TUKO.co.ke journalist Japhet Ruto has over eight years of experience in financial, business, and technology reporting, offering insights into Kenyan and global economic trends.
Safaricom has told customers that decisions on raising Fuliza overdraft limits rest entirely with the bank, not the telecommunications company, following a query raised on its official Facebook page.
Source: Twitter
The limit assigned to each user is determined by an algorithmic credit scoring system that considers factors such as M-Pesa transaction history, repayment behaviour, and overall usage of Safaricom services.
This means customers cannot manually apply for a specific limit, the figure is reviewed and adjusted periodically based on their financial activity on the platform.
How Safaricom responded to a customer
The exchange took place on Tuesday, October 13, when a customer identified as Brian Mutuku complained about being unable to get his Fuliza limit increased.
In response, Safaricom PLC wrote:
"Hi Brian, thank you for reaching out. Unfortunately, an increase of the overdraft limit is solely at the discretion of the bank. Continue using Safaricom services for a chance to increase your limit. Kindly dial *334# > 00 (Fuliza) > Refresh My Limit, wait for a message from Fuliza," it stated.
Source: Facebook
How the Fuliza limit review process works
According to Safaricom, customers who want to check whether their limit has been revised should dial *334#, select option 00 for Fuliza, then choose "Refresh My Limit" and wait for a confirmation message from the service.
The company emphasised that consistent use of Safaricom services may improve a customer's chances of qualifying for a higher limit over time, though no specific threshold or timeframe was given.
What is Fuliza and why do Kenyans use it?
Fuliza is an overdraft facility offered through M-Pesa in partnership with KCB Bank and NCBA Bank, allowing registered users to complete M-Pesa transactions even when their mobile money wallets have insufficient funds.
The service was launched in January 2019 and quickly became one of the most widely used credit tools in Kenya, given how central M-Pesa is to everyday financial transactions across the country.
Many Kenyans rely on Fuliza to pay for groceries, transport, utilities, and small business expenses when cash is short before payday. The service charges a daily maintenance fee based on the outstanding borrowed amount, and repayment is automatically deducted from the next funds received into a user's M-Pesa account.
Its accessibility, requiring no formal loan application or collateral, has made it especially popular among low- and middle-income earners who may not qualify for traditional bank credit.
Source: TUKO.co.ke