Equity Bank has been on the receiving end for the better part of the day as many customers came out to air their frustrations which largely pointed at a string of fraud cases. In most of the highlighted alleged fraudulent transactions, Equity was mostly accused of arrogance and i don’t care attitude of customers complaints.
In the outrageous takeover that was on Twitter for a better part of Thursday, one of the banks that recieved positive reviews as the best alternatives was Co-Op which many attributed to as convenient and efficient.
@Coopbankenya is the way..no complains
— EduRaiyaayakawaida (@Raiyayakawaida) September 26, 2019
Shift to @Coopbankenya your money is safe there.
— Nyojwang' Kennedy (@Nyojwang) September 26, 2019
I think cooperative is fine you bank with them no cent is lost I love @cooperatuvebankkenya
— Mohammed Omwanda (@MohammedOmwanda) September 26, 2019
We Lost Trust on @KeEquityBank they are not Giving any assurance to the customers that our cash is in the safe Hand.
Tumehama kwa Better Banks like @KCBGroup @Coopbankenya#MyEquityBankStory— Kosar Noor (@SeniorKosar) September 26, 2019
A customer also appraised Co-Op Bank and KCB for being best on responding to customers concerns.
Unlike @KCBGroup @Coopbankenya where they engage with their clients on all their social media platforms,whenever an issue has been raised regarding their banking services
It's saddening that @KeEquityBank has decided to play deaf in this…— Hurricane.Ke🇰🇪 (@Sam254w) September 26, 2019
While we’re staying on the customers feedback in the banking preferential debate, Co-Op bank didn’t go without any complaints either in the wake of scamming concerns.
I have never trusted @KeEquityBank. A friend who is a client of @Coopbankenya has similar complaints. I was once a victim of some small amount siphoned from my @KCBGroup account through Mpesa. Where do we run, if all banks are conniving to steal from clients? #ThursdayThoughts https://t.co/wjcmCFfh10
— 𝗔𝗹𝗶 𝗔𝘄𝗗𝗼𝗹𝗹 (@AwDoll) September 26, 2019
In a screenshot shared Ali, there seem to be a constant and steady flow of Sh2,500 being illegally transferred from his friend’s account. The bank has since been in contact(at least from the timeline response to look into the matter).
Below is a screenshot of the fraudulent transactions through which my friend who banks with @Coopbankenya has lost so much money. I will DM the contacts of the friend. pic.twitter.com/kZAMUg4Ynf
— 𝗔𝗹𝗶 𝗔𝘄𝗗𝗼𝗹𝗹 (@AwDoll) September 26, 2019
https://twitter.com/swa_pps/status/1177239790623891456?s=21
While on Twitter, the general preview paints a positive image of the bank, a flash check by Nairobi Exposed on other platforms for instance Facebook paints a different story. Below are some of the previews of their consumers on the official page.
Nyar Kano: This is the worst bank I have ever had experience how can someone plan to steal from me over 30.000 shillings eti loan yet I request for loan n was never granted ….no no something must be rotten in your system very rotten n I won’t entertain that.
Fredrick Mwangi: In December 2015 or thereabout, co-operative bank migrated us from the old Internet banking platform to a “new” one. They wrote emails and gave us a link to be able to safely launch the new platform. All was well, signing in, using the one time temporary password and even changing to a new password. It worked smoothly upto that point, and I was personally welcomed to the new platform. My account was now active. Only thing remaining was for me to now log in and access my account.
On trying to sign in, I was confronted with an error message: (USER ID, OR PASSWORD INVALID).
I thought I just changed my password and was welcomed to the new platform?
Welcome to co-op bank. Your problems just begun.
Since then, I have called the bank, have talked to numerous different people who all promise to solve my problem asap. But alas, I wake up the following morning facing the same problem.
I have been able to talk to a guy named Francis severally, I have talked to a lady called Nkatha Mugambi, and have talked to a lady called Milkah, who told me she’s the head of diaspora banking unit. Both these people seem to be genuinely wanting to help. Milkah even went ahead and brought in the It dept. in the loop in one lady called Mary, but nothing seems to be working. I suspect Milkah is getting tired of me coz lately she has stopped taking my calls.
What is the problem here?
I personally think the bank did something that the were not ready for. We have alot of people complaining of the same exact problem, and with a whole IT department, surely this is not something ‘too big’ that they cannot solve…? Unless they have something up their sleeve…
I am tired of being treated like this, and I know I’m not alone. I have read complaints of numerous people and this surely doesn’t look good. All we want is to be able to access our accounts, be able to fund them and transact business using them. But none of that will happen if people keep playing hide and seek. People in the diaspora have been taken advantage of in every sector of the economy. The banking sector and co-op bank is a new entrant in the game.
Can someone come to our aid please??
And not the shadowy ‘MW’ that keeps saying, ‘inbox me’ or ‘we’ve escalated this to the relevant department’. We know the department we’re dealing with. We need results not escalation without any tangible evidence of anything happening.
I’m tired and very dissatisfied, very disappointed with the bank.
Edu Mwangale: Why was my wifes money stolen from her account, 105,000. She couldnt access her account since she didnt have an id but somehow someone managed to access it how. Will she get her money back.!!!?
Leakey Richards: You either resolve this issue of “employer data update” or face a huge client walkout. You should remember you hold no monopoly of banking there are other options. Loans are mostly meant for emergencies and that’s my sole reason for banking otherwise I have a big mattress where my money can comfortably rest. Your inbox is full of my messages and bank details therefore do what you get paid to do. Monday is my deadline for you, other banks are stalking me anyway.
Alice Bridgit: Demn rude Customer care lady agents, they approach a client on the call as if you are not their priority, they have so many side talks and keeping you on hold forever! What a bad experience today calling the whole day from diaspora without help, “we will call you in 2Mins time which results to 12hrs! ” I hate the experience and as soon as I land in Kenya I will officially close my account with you guys! ” terrible experience ever! Not 1st time or second, your call center agent talk so rude and when you ask them questions the hangup and tell you to visit the nearest branch! I hate their poor attitude ” I urge whoever is responsible to better take time and retrieve my conversation I had with them today morning” try and train some of them better “
However, in all fairness, compared to Equity bank, co-op bank doesn’t have much fraud allegations apart from poor customer care accusations which they can improve on. In the wake of fraud allegations on banks, relevant authorities like CBK, DCI need to take such matters serious and not sit back and turn them to periodic hashtags without disciplinary actions.
There's no story that cannot be told. We cover the stories that others don't want to be told, we bring you all the news you need. If you have tips, exposes or any story you need to be told bluntly and all queries write to us [email protected] also find us on Telegram
