Do not deposit money to any other account except that of the customer who has presented themselves at your outlet. If you notice a discrepancy in names on the ID and notification received, request for a reversal right away.
By carrying out direct deposits you help disguise the identity of the real sender thus promoting money laundering and fraudulent activities; you also deny Safaricom revenue.
Before initiating any transaction, ask for the ID document and take down the details. Ensure that the person presenting the ID is the rightful owner. If a customer presents someone elseís ID DO NOT proceed with the transaction. Do not accept any other documents apart from the following:-
- National ID Card.
- Valid Passport.
- Other recognized photo ID (Military ID, Diplomatic ID, Alien ID).
For foreigners, temporary passes SHOULD NOT be accepted under any circumstances.
For deposits always ask for the cash before carrying out the transaction. This enables you to verify the amount before making the deposit as well as authenticating that the cash is indeed genuine.
Ensure that you verify the pay-cash notifications you receive on your till before giving cash. For Nokia Phones, scroll down to message details. The sender should be M-PESA and will have no sender number. For other phone models go to contacts to confirm that there is no number saved as M-PESA. False notifications will always have M-PESA as the sender, with a sender number (the conmanís number).
Do not register an account under a business name, or abbreviated names. This is not allowed. All accounts registered at agent outlets must be registered under an individual, and match the ID details as failure to comply will lead to hefty penalties. If a person with such an account comes to transact at your outlet, report the same as suspicious activity.
Customer Information on Logbooks
Do not display the logbook for the view of all who visit the outlet. Keep it secured and only give it to customers to sign for transactions. Ensure that all the fields in the logbook are accurately filled out for all transactions done at your outlet.
Assistants should ensure that they do not disclose their passwords to anyone; it is the Agentís duty to enforce this. Remember that the Agency will be held liable for any fraudulent transaction performed using your assistant IDs.
Fake SMS Notifications & Irregular Till Access
Ensure that you restrict access to the till at all times; including instances when customers request to use the till for genuine sounding reasons e.g.
- They do not have handsets or their phones have gone off.
- They allege to be Safaricom employees and ask for your tills and assistant password details only to send a fake SMS after saving their number as M-PESA.
Fraudsters will try to use these and many other excuses to enable them save numbers as M-PESA, thereafter sending fake withdrawal notifications.
Make a point of knowing the Safaricom staff responsible for your region and ensure that you verify the withdrawal notifications you receive on your till before giving cash. Remember to regularly clean up your tillís phone book by looking for numbers saved as M-PESA and deleting them.
Assisting Customers to transact
Never ask the customer for their PIN details when assisting them to transact, always let them input the PIN themselves. Agent assistants found to be getting customer PIN details in order to defraud them will result in penalties for the affected Agency and possible criminal proceedings. Remember that Safaricom have the necessary resources to detect and investigate such activity.
Splitting of transactions
Agents must not split deposit transactions in order to increase their commissions. If the money being deposited or withdrawn by a customer can be transacted in one transaction ensure that you do not carry out multiple transactions. Such activity is monitored and where identified claw back of commissions will be done and the affected agencies penalized.
OTA SIM swaps
Always ensure that you verify the customers requesting for SIM replacement by their National ID details and picture, and Original PIN certificates where possible. This way, you will avoid having your line blacklisted as a result of fraudulently requested swaps. Itís also good practice to note down details of the request, to aid in investigating any subsequent customer complaints, and account for your involvement in the swap. Relevant details would include the Names and ID number details (as they appear on the ID), date and time of request.
Agent Assistant Training
Always ensure that your assistant is properly trained at the earliest opportunity, preferably before handling the tills. Fraudsters are increasingly targeting new untrained assistants and perpetrating old con schemes including Fake withdrawal notifications, presentation of fake currency etc. Assistant trainings are scheduled from time to time by the Area Sales Managers.
Agent Newsletters & Bulletins
Newsletters and Bulletins are the means we use to update you on the happenings in the business environment e.g. AML & Fraud tips, current fraud trends, developments, legislation, opportunities etc. This information is important for both agent principals and also the agent assistants, who interact with the customers on a daily basis. It would be useful (cautionary) for you to encourage your staff to actually read them.
Adherence to the above tips is crucial as you will protect your Agency from penalties that range from warnings to contract termination (refer to penalty guidelines). Be smart, comply with the requirements and if in doubt always ask.