Despite reporting the case and providing all the required details, he has not received any help.
The agent said he immediately informed the police when the theft occurred and submitted information that could have been used to trace the suspect.
Investigations, however, stalled, leaving him stranded.
Safaricom later acknowledged his complaint but did not resolve the delay in recovering the stolen money.
The financial loss weighed heavily on him.
MPesa outlets handle large sums daily, and theft disrupts operations and threatens livelihoods.
What started as a routine workday turned into a drawn out struggle for justice and accountability.
The case highlighted the challenges faced by small business operators who rely on mobile money services.
While MPesa has transformed financial access in Kenya, agents remain exposed to risks such as fraud and theft.
This case showed how those risks translate into personal and economic loss when recovery systems fail.
The agent questioned why a case with clear leads dragged on without progress.
Before the incident, he operated his business normally and served customers with confidence.
After the theft, he faced financial strain and frustration as he waited for action from institutions meant to protect him.
The story revealed wider concerns among Kenyans who use or run MPesa services.
It exposed how gaps in response from both law enforcement and service providers can leave victims feeling abandoned.
For this agent, theft did not end in January,it lingered for months through unanswered questions and unfulfilled promises.
By Creatorhub