A recent dispute has arisen between an M-Pesa customer and Safaricom over access to his Fuliza loan limit. The customer, who had a Fuliza limit of KSh 5,000, was denied access to the remaining KSh 3,000 balance after failing to repay a KSh 2,000 loan on time.

Safaricom has clarified its position, explaining that when a Fuliza loan remains overdue for more than three months, the customer’s access to the remaining balance is blocked until the outstanding debt is cleared. “You can only access the full limit once you clear the outstanding balance,” a Safaricom spokesperson stated.

According to Fuliza’s terms and conditions, the loan facility should be repaid within 30 days. If the customer fails to repay within this period, Safaricom reserves the right to limit or revoke the customer’s access to further credit. This policy explains why the customer’s balance was locked, even though part of his original limit remained unused.

On social media, the frustrated customer questioned Safaricom’s move, prompting the company to respond publicly. “You only repay the outstanding balance—principal amount plus any maintenance fee accrued on the principal amount taken—to access your full Fuliza M-PESA limit if the total unpaid balance is over 30 days,” Safaricom stated.

Safaricom also clarified that if a customer repays a Fuliza loan after the three-month window, their limit may be reduced based on their credit score. However, if the debt is cleared within three months, the customer will retain their full loan limit.

READ MORE: WHATSAPP CRACK DOWN: HUNDREDS OF KENYANS BANNED AMID APP SUSPENSIONS

For customers like the one affected, timely repayment is key to maintaining access to Fuliza funds. As the saying goes, “Time waits for no one,” and neither, it seems, does Safaricom.