Tigo Pesa Self Care

Tigo Pesa is the 1st in the market to launch a ground breaking Self Care Service. This service enables a customer to reverse a wrong transactions as soon as they realize the mistake. It is very easy, you can now reverse a wrong transaction on your own by following the simple steps below:

How to get your Luku Lost Token

1. Dial *150*01#
2. Choose option 6, Self Care (My Account)
3. Select Number 7, LUKU Tokens

How to reverse a wrong transaction

1. Dial *150*01#
2. Choose option 6, Self Care (My Account)
3. Select Number 1, Transaction Reversal
4. Choose the transaction you want to reverse from a list by selecting a number
5. Input your Tigo Pesa PIN to confirm.

You will receive a message informing you your reversal transaction is successful and your money is safe and held. For the money to return to your wallet, you need an approval from the receiver

How to approve a reversal transaction

1. Dial *150*01#
2. Choose option 6, Self Care (My account)
3. Select number 2, Approve or Reject Reversal
4. Choose the transaction you want to reverse from a list by selecting a number
5. Input your Tigo Pesa PIN to confirm.

You will receive a message informing you the reversal has been successful and funds will return to the sender

Note

Tigo advises you to be extra careful when transacting in order to prevent inconvenience and loss of funds. Tigo will send a message to the receiver and sender informing them of the reversal before it is performed. In case the receiver is in concern with the transaction about to be reversed, he is advised to call 100 with details of the transaction for assistance. In case of a wrong transfer, you are advised to immediately dial 100 to get assistance from customer care, Tigo will not be liable in cases where the funds have been utilized by the wrong recipient of a successful transactions..

Reversal /Refund SLA (Time for Resolution)

• Send Money : Tigo to Tigo – 12 Hours
• Send Money : Tigo to other MNO’s (Voda, Airtel & Zantel) – 72 Hours
• Cash-Out : 24 hours
• Cash-in : 24 hours
• Bill Payment : 72 hours
• Wallet to Bank : 72 hours
• Bank to Wallet : 72 hours
• PIN Reset :12 hours

Note:

The above times are for normal complaint cases. In extra ordinary cases, the time will vary depending on the complexity of the case.

ESCALATION

Whenever you face any problems regarding Tigo Pesa, follow the below in order to get assistance:

1. Call 100 (Customer Care) 24/7 to get 1st line assistance or visit any of our shops during working hours
2. In cases where the Customer care is unable to assist you and you need to make an escalation, send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. mentioning in detail the issues when and where it happened.
3. In cases where you are not satisfied with solution offered by Tigo and the issue is still unresolved after intervention from Tigo Management, you may refer the matter to TCRA for further assistance.