raised it here but also for anyone else who may not want to complain
openly. It underlies the importance of documentation and reading the small
print. I hope the complainant will provide the documentation, and we can
have an update on what transpires.
On Wed, Jul 26, 2023 at 5:04 AM James Mbugua via KICTANet <
> Someone here complained about MKOPA failing or ignoring to unlock a
> phone after the payment was made. I shared the CAK contact here and they
> responded to it as a complaint.
> See below and action for your client/friend.
> Good day,
> ———- Forwarded message ———
> From: Bramuel K. Nguya <email@example.com>
> Date: Wed, Jul 26, 2023 at 10:42 AM
> Subject: COMPLAINT AGAINST MKOPA
> To: jgmbugua <firstname.lastname@example.org>
> Cc: Adano W. Roba <email@example.com>, Boniface M. Makongo <
> firstname.lastname@example.org>, Boniface Kamiti <email@example.com>, John K. Daina <
> Dear James,
> Reference is made to your complaint lodged with the Authority against
> M-KOPA, regarding their failure to unlock a mobile phone purchased on
> credit, after receiving the full payment for the phone.
> To facilitate the investigation, kindly share with us the following
> 1. A copy of the agreement with M-KOPA containing the terms of payment and
> the obligations of M-KOPA upon receiving full payment;
> 2. Payment receipts, M-PESA messages or any other evidence of all the
> payments made to M-KOPA for the mobile phone;
> 3. A copy of the warranty issued for the phone; and
> 3. Evidence of correspondence with M-KOPA regarding their failure to
> unlock the phone.
> Kindly provide the requested evidence within seven (7) days of this email
> and not later than 2nd August, 2023.
> Bramuel Nguya,
> Consumer Protection Department,
> Competition Authority of Kenya.
> Telephone: 254-020-2628233
> Direct line: 254-20-2779000
> Website: www.cak.go.ke
> Email: firstname.lastname@example.org