No loan: Safaricom responds to man with 0 Fuliza, shares code for higher limit
This story has significance for readers across Kenya and beyond.
- A Kenyan man revealed that his Fuliza limit remained at zero despite consistent M-Pesa activity and a clean repayment record
- Safaricom responded directly to Victor Frank Ronooh, pointing him to a specific USSD step to refresh his credit limit
- The telco clarified that Fuliza limit scoring is automated and relies on multiple metrics beyond transaction history alone
Safaricom has addressed a customer's complaint about receiving a zero Fuliza limit, clarifying that the overdraft facility's credit scoring system evaluates several factors automatically rather than relying solely on a user's M-Pesa transaction history.
The exchange surfaced publicly after Victor Frank Ronooh raised the issue directly with the telecommunications company, stating that his Fuliza limit had remained at zero in spite of what he described as consistent M-Pesa usage and a clean record.
"My limit is still zero despite good records and continues use of M-Pesa," Ronooh wrote.
How did Safaricom respond?
Safaricom replied to the frustrated customer, offering a practical first step and a broader explanation of how the system works.
The company directed him to dial *334#, select option 00, and then choose "refresh my limit" as an immediate course of action.
Beyond that instruction, Safaricom told Ronooh that limit scoring is an automated process driven by a range of metrics.
The company advised him to keep transacting on the platform and to ensure all outstanding loans, including Okoa Jahazi airtime credit, are repaid on time as a way of improving his chances of qualifying for a limit.
"Credit Limit scoring is an automated process that looks at different metrics. Kindly continue transacting and always repaying any other loan on time, including Okoa Jahazi, for a chance of limit access scoring," Safaricom said in its reply.
What determines Fuliza limit?
Fuliza is Safaricom's M-Pesa overdraft service, allowing users to complete transactions even when their M-Pesa balance is insufficient.
A customer's approved limit determines how much they can borrow at any given time, and not all M-Pesa users are automatically assigned a non-zero limit.
Safaricom has not publicly detailed the full list of variables its algorithm weighs when assigning or updating Fuliza limits, but the company's response to Ronooh indicates that loan repayment behaviour across its credit products, including Okoa Jahazi, feeds into the scoring model.
The advice to use the *334# refresh option suggests customers can prompt the system to reassess their eligibility rather than waiting passively for a limit to be assigned.
Source: TUKO.co.ke
Reporting originally appeared via TUKO. Read the full source for additional context.