By the close of business yesterday, Safaricom had ordered Challa Communications Ltd to refund subscribers who were billed more than once to check KCPE results. Following complains on social media, Challa Communications confirmed the technical challenge that affected at least 424,011 requests each request costing the user sh25.
The 22252 Short code used to deliver National Exam results to individuals upon release, is run by a third party named Challa Communications Limited, who are licensed by the Communications Authority and were contracted by the Kenya National Examinations Council to provide the service.
“We have instructed Challa Communications to refund all of the affected customers starting this afternoon, targeting those who queried the system more than once, as well as those who may have been billed without receiving any response.” Said Safaricom in a statement on Thursday
“We regret any inconvenience caused to our customers and want to assure them that we are dedicated to ensuring that they continue to enjoy the best possible experience on our network. Our full attention remains focused on resolving this issue for the continued benefit of our subscribers and we shall extend our support to Challa Communications to help resolve any future technical issues that caused this incident.”