KCB Customers Question Unexpected Deductions

Kenya Commercial Bank (KCB) is facing growing criticism after numerous customers raised concerns about unexplained deductions from their accounts. Many people have taken to social media to complain about money disappearing without authorization, with some reporting amounts as high as KES 100,000. Others claim smaller amounts were deducted but never explained or refunded quickly. The complaints have triggered widespread anxiety and mistrust, with customers demanding answers from one of the country’s largest banks.

Momentum Monday Aug 25, 2025 0 182 Add to Reading List

KCB Customers Question Unexpected Deductions

One of the most alarming cases involved a customer who lost KES 8,000 and was initially told by the bank that the withdrawal was legitimate and had been made via its mobile money platform. The customer denied ever making such a transaction and insisted on an investigation. KCB eventually reversed the money after conducting an audit, but the process was slow and left the customer frustrated and confused. This kind of delayed response has become a common theme in many of the complaints circulating online.

These concerns come at a time when KCB’s digital banking systems are under intense scrutiny. In late 2024, a technical glitch during a system update allowed some customers to overdraw their accounts by significant amounts, reportedly leading to losses totaling around KES 1 billion. Although the bank moved to recover the funds and restricted the affected accounts, the incident raised serious questions about the security and reliability of its platforms.

The issue has also been complicated by allegations that KCB may be allowing third-party access to customer data. Several reports suggest that digital lenders are able to pull loan repayments directly from customer accounts without clear consent, raising fears of privacy breaches.

Day after day, complaints of unauthorized transactions, mysterious deductions and untraceable fraud cases pile up, yet little to no action is seen from the bank. Shockingly, many victims narrate how their reports are brushed aside without concrete solutions. What was meant to bring convenience has now turned into a nightmare. KCB’s silence and lack of accountability only confirm one thing that Kenyans are on their own in this digital robbery den.

Real customers have shared their frustrations, some saying that when they try to seek help, they are either ignored or forced to communicate through channels like WhatsApp, only to receive minimal or no assistance. Complaints about slow customer service and lack of transparency have added to the feeling that customers are on their own when something goes wrong. Many say that what should be a safe and convenient banking experience has become stressful and unreliable.