Kenya Commercial Bank on Wednesday acknowledged receipt of numerous complains from mobile banking customers of suspicious deductions from the accounts.
This follows a series of complains to the lender on Tuesday evening through Wednesday morning, of suspicion deductions from the mobile pocket accounts, whose value, the lender has not disclosed.
In a statement through its social media feeds, KCB Group, a bank with the largest assets in the region, said that the matter had been taken up by the investigating team in a bid to establish the cause of the hitch on its system, but failed to disclose the timelines and how much might have been lost.
“KCB Bank Kenya Limited is aware of social media conversations regarding allegations of unauthorized deductions in clients’ accounts.
“We have taken up the matter with the seriousness it deserves and would like to assure all our customers that their money is safe,” KCB Group has said in a statement.
Changed PINs
Numerous customers have filed complaints to the bank through the social media feeds, some claiming that their personal identification details had been changed, without their knowledge, adding that they could not access their money.
“Someone called me with all my bank details claiming he is from KCB Bank and that you have changed the m-banking pin from 4 to 6 digits. No my mobile app says my pin is blocked how true was he?” posed a Nixon Njuki on Twitter.
The bank, however, has assured its clients that the mobile system is sound, adding that the necessary steps have been taken to address the matter with particular affected accounts.
“As a trusted financial partner, we take our duty of confidentiality to our customers seriously and resolve any issues that may arise directly with the customer,” the lender said of its privacy to customers’ data.