SportPesa users in Kenya scrambled to close their accounts and took to social media to complain after the company notified them of an imminent deduction from all accounts they deemed ‘dormant’.
The firm over the weekend sent customers text messages informing them that inactivity on their accounts would see them deducted Ksh10 per month in administrative fees. This means that inactive users with funds in their SportPesa wallets could lose it all unless they log in by April 10th.
“Dear customer, due to prolonged inactivity in your Sportpesa account, we will consider your account to be dormant unless you log in by 2022-04-10. Thereafter, your account will incur an administrative fee of KES 10.00 per month. If you wish to keep transacting, please log in before the said date,” the message read in part.
Inactive users with no funds in their SportPesa wallets will not be affected.
The messages attracted angry and frustrated responses from many of the firm’s customers, particularly online. Customer care channels were also hit by numerous requests from customers seeking to deactivate or delete their accounts.
Those who raised objections were promptly stopped in their tracks by SportPesa customer service reps who noted that it was in line with clause 3.16 of their terms and conditions.
Close my account .
— Brayo (@brian25koech) March 14, 2022
@SportPesa_Care @SportPesa how do I delete my account? pic.twitter.com/JcJtPflcGa
— Co-op-Movement (@frenzyied) March 14, 2022
@SportPesa yaani munajaribu kuforce payments! 😂 ati administrative fee? How do I deactivate the account tuachane. pic.twitter.com/lNvbu4nyUj
— THANOS (@Thanos_Destroy) March 14, 2022
Several customers took out their frustrations on SportPesa CEO Ronald Karauri, who is eyeing the Kasarani parliamentary seat in the upcoming General Elections.
Karauri has been on the campaign trail wooing voters in recent weeks. His campaign is anchored on themes of empowerment, and he has pledged to work with SMEs in the area to ensure their growth.
SportPesa has also been involved in several community projects in the Kasarani area.
Despite its protracted battles with the taxman and regulators as well as the entry of new players in the space, SportPesa remains one of Kenya’s biggest brands.