Safaricom has clarified how Fuliza overdraft limits are determined and outlined the steps customers can take to check whether their borrowing limits have been revised.
The telecommunications company explained that decisions to increase Fuliza limits are made at the discretion of the participating bank rather than Safaricom itself.
According to the company, each customer’s limit is determined through an automated credit-scoring system that evaluates their M-Pesa transaction history, repayment behaviour and general use of Safaricom services.
As a result, customers cannot directly request a specific borrowing amount, as their limits are periodically assessed and adjusted according to their financial activity.
How Safaricom Responded to a Customer’s Complaint
The clarification followed a complaint raised by a customer, Brian Mutuku, on Safaricom’s official Facebook page on Tuesday, October 13, after he expressed frustration over his inability to secure a higher Fuliza limit.
Responding to the query, Safaricom explained that increasing the overdraft facility was solely the bank’s decision. The company encouraged the customer to continue using its services and provided instructions on how to request a limit review.
Safaricom advised customers to dial *334#, select option 00 for Fuliza, then choose the ‘Refresh My Limit’ option and wait for a notification from the service.
The company added that regular use of Safaricom services could improve a customer’s chances of qualifying for a higher limit over time. However, it did not specify the level of activity required or how long customers would need to wait for a possible adjustment.
Steps to Check or Refresh Your Fuliza Limit
Customers wishing to check whether their Fuliza limits have changed can follow these steps:
- Dial *334# on their mobile phones.
- Select option 00 for Fuliza.
- Choose ‘Refresh My Limit’.
- Wait for a notification from Fuliza confirming the outcome.
The process allows customers to check their limits without visiting a bank or submitting a formal loan application.
What Is Fuliza and How Does It Work?
Fuliza is an M-Pesa overdraft facility operated in partnership with KCB Bank and NCBA Bank. Introduced in January 2019, the service enables eligible customers to complete M-Pesa transactions even when their mobile money balances are insufficient.
The facility has become a popular short-term borrowing option in Kenya, where M-Pesa is widely used for everyday financial transactions.
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Customers frequently rely on Fuliza to cover expenses such as groceries, transport, utility bills and small-business costs when they do not have enough money in their accounts.
Unlike conventional loans, Fuliza does not require customers to complete a separate formal loan application or provide collateral. Instead, eligible users can access the facility directly through M-Pesa, subject to their assigned limits.
The service attracts daily maintenance fees on outstanding amounts, while repayments are automatically deducted from money deposited into a customer’s M-Pesa account.
Safaricom’s latest clarification highlights the importance of customers’ transaction and repayment records in determining their access to the facility, while emphasising that decisions on increasing overdraft limits remain with the participating bank.
