ZedMobile denies service disruptions amid customer Complaints

ZedWallet Zed mobile’s e wallet has denied […]

ZedWallet Zed mobile’s e wallet has denied experiencing disruptions to its mobile money services and network amid various complaints from users who reached out to the Zambian Business Times -ZBT over difficulties accessing some of its services.

The complaints have raised questions about the reliability of services offered by Zambia’s fourth mobile network operator, which entered the market with expectations of providing affordable and reliable connectivity while expanding access to digital financial services.

ZedMobile, formerly known as Beeline Telecom, was officially launched in December 2022, although it began commercial network operations in 2024.

The company later commenced services on August 2024, with an investment of about US$400 million announced for building the local brand and expanding its network.

Against this background, several users have now approached ZBT with complaints concerning mobile money services and network connectivity, accessing mobile money services, while others complained about slow internet connectivity.

However, responding to the concerns, ZedWallet representative Jackson Sichela denied the company’s mobile money services experiencing a system-wide disruption.

Sichela said ZedWallet had not received complaints of a similar nature through its official channels.
“But otherwise, we never received any of that,” Sichela said.

He said customers who experience problems should contact the company directly so that their individual cases can be investigated and resolved.

“When somebody complains, we don’t need to run away from a complaint to the customer, we need to reach out to the customer,” he said.

On whether the mobile money platform had experienced a period when the service was unavailable, Sichela maintained that customers could currently use the service to send and receive money.

Weak connectivity, Sichela said he could not comment extensively on the network side because there were two entities involved in that area.

He, however, said there were ongoing network upgrades and undertook to seek further information regarding the connectivity complaints.

“I think there are a lot of upgrades which are happening,” Sichela said.

ZedMobile’s entry into the market was initially presented as an opportunity to increase competition, improve connectivity and expand financial inclusion

Experts also expected the operator to help increase phone and internet penetration and extend services to areas that remained underserved.

ZedWallet denies service disruptions amid customer Complaints

By Karen Ngulube