Safaricom has responded to concerns from customers over unexpected charges linked to gaming subscriptions, saying such subscriptions can arise when users access websites, applications or games associated with the services.
Safaricom Care said the subscriptions may be triggered while accessing related websites, apps or games, even when customers may not immediately realise that a subscription has been activated.
The concerns emerged after a Safaricom customer, identified on X as TBTKENYAONE, questioned why subscribers were being charged for games they said they had not knowingly subscribed to.
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The customer specifically mentioned Rada and similar gaming services, asking why such services could establish automatic connections and result in recurring charges.
Responding to the complaint, Safaricom Care said such subscriptions can arise when customers access websites, applications or games associated with the services.
“Such subscriptions normally come about when accessing websites, apps or some games associated with them on the phone,” Safaricom Care said in its response.
The telecom operator directed the customer to a platform where subscribers can review and manage their active subscriptions.
The issue is not entirely new. Safaricom previously acknowledged complaints involving involuntary subscriptions to Premium Rate Services, saying in a 2021 statement that it was concerned about customers being subscribed without their intention.
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Similar complaints have also previously involved gaming services, with subscribers reporting deductions from their airtime for services they said they had not intentionally activated. In one earlier case, affected customers received refunds after being signed up for a gaming service without their knowledge.
