Ⓒ 2024 Nairobi Wire
A statement issued by Family Bank addresses a widely circulated video on social media depicting a woman loudly expressing her frustration inside one of the bank’s retail branches.
In the brief video, which lasts less than a minute, the woman can be seen and heard demanding her money while shouting. According to reports, the woman’s agitation stemmed from concerns regarding a swift transfer initiated earlier in the month.
Allegedly, the customer initiated the swift transfer on April 8, 2024, to her supplier in China and later requested a reversal of the transaction. Family Bank confirmed that the transaction was successfully executed and the funds were sent to the intended recipient.
However, on April 15, the customer visited the bank branch, seeking a reversal of the transaction, claiming that the transferred funds had not reached the recipient in China.
The bank clarified that the process of reversing the transaction might take time due to correspondent bank procedures and recall measures.
In a statement, Nancy Njau, the Managing Director and CEO of Family Bank, affirmed that the bank is actively working to resolve the issue. Njau expressed regret for any inconvenience caused to the customer, emphasizing that the bank strictly adheres to all regulatory procedures.
“Although we fully understand our customers’ frustration, we are committed to ensuring that we follow the due process in this matter,” the bank said.
“The customer is aware of the process, and we have sought her indulgence on the proceedings, with frequent and constant updates on the matter,” Family Bank added.
The CEO also seized the moment to reassure customers of the bank’s steadfast dedication to excellence, underscoring the paramount importance of customer service.
“our number one priority”.
“Rest assured we are handling this matter with the discretion and urgency it deserves,” Njau said.
