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Safaricom responds to Mulamwah after complaints his WhatsApp got hacked
18th September, 2025 02:42 PM
Safaricom has responded to comedian Mulamwah after he complained that his WhatsApp account had been hacked.
The company confirmed that his mobile line was barred on September 18, 2025, at 1:47 AM and clarified that WhatsApp is not a Safaricom service. Safaricom advised him to directly engage the WhatsApp platform for further assistance and shared a link to WhatsApp’s official support page for stolen accounts.
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“David, we can confirm we replied by email that the number was barred as of 18/9/2025 01:47:17 AM. Please check. WhatsApp is not a Safaricom service; therefore, we can only recommend that you engage the platform directly,” Safaricom Care wrote.
Mulamwah’s complaint
Mulamwah took to social media on Thursday, September 18, 2025, claiming his number had been replaced without his consent and was being used by someone else. He questioned the safety of money held in M-Pesa and accused customer service of not acting quickly to help him.
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In a strongly worded post, he stated that he had requested his number to be blocked, but no action had been taken at the time.
“SafaricomPLC This has to stop; these are inside job games !! Is our money really safe in M-Pesa!! Customer service takes ages and does nothing at all to help. As we speak, someone is using my number, fully replaced. The question is, how !!???, I have requested that it be blocked! Nothing done yet… @safaricomplc_ Nyinyi ndio mnasaidia wezi kuiba? You can’t even help a customer in need,” Mulamwah wrote.
The comedian further suggested that such cases raised questions about whether inside players were involved in fraud. He asked Safaricom to explain how someone could successfully use his number after it had been replaced.
Safaricom’s clarification
In its response, Safaricom said the line had already been barred as per his request and assured that steps had been taken. The telco said that while it manages mobile services, WhatsApp operates separately as an independent platform. As such, Safaricom can only secure the SIM line but cannot handle issues directly linked to the messaging application.
The company provided a link to WhatsApp’s official FAQ page, directing Mulamwah to resources that guide users on recovering stolen accounts, and apologised for the experience, noting that customer safety remains a priority.
