Questions are growing among some Airtel Kenya customers over the reliability of the company’s data rollover system after several subscribers claimed that previously unused bundles disappeared despite renewing their packages within the stated grace period.
The complaints mainly revolve around Airtel Kenya’s promise that customers who repurchase the same eligible data package within 24 hours after expiry can recover their unused data alongside the new allocation.
However, some users now say the process is not working as expected, leaving them frustrated and demanding clearer explanations from the telecommunications company.
One subscriber using the company’s 8GB weekly plan shared their experience after noticing that their unused data was not restored even after renewing the package shortly after expiry.
According to the customer, the initial bundle had been purchased on May 3 at 9:51 pm and was expected to expire exactly one week later on May 10 at the same time.
The subscriber explained that they repurchased the same 8GB weekly package at 10:04 pm on May 10, just 13 minutes after the previous bundle expired.
Based on Airtel Kenya’s advertised rollover conditions, the customer believed the recharge had been completed well within the 24-hour grace period required for unused data to be restored.
However, after checking the balance, the subscriber reportedly found only the newly purchased 8GB bundle reflected on the account, with no sign of the previous unused data.
The customer accused the company of failing to honor its own rollover policy and called for the issue to be exposed publicly.
The complaint has since added to growing concerns from some Airtel Kenya users who say the company needs to improve communication around how rollover bundles work and whether there are hidden conditions affecting eligibility.
While rollover services have become popular among mobile subscribers seeking value for money, customers say transparency and consistency are important in maintaining trust, especially at a time when internet access has become essential for work, communication, and entertainment.
Airtel Kenya had not publicly responded to the specific complaint at the time of publication.
