I&M Bank has recently come under fire after widespread complaints from customers exposed the bank’s failure to deliver reliable mobile banking services. What began as a single complaint quickly grew into a larger conversation on social media after a viral TikTok video in July 2025 showed a customer frustrated by delayed Paybill transactions.
The video revealed that some transactions had failed to reflect for nearly a month, confirmation messages were missing, and efforts to reach customer care were completely unsuccessful.
The post struck a nerve with many who had similar experiences.According to the post on X by Leaked News Kenya, customers have been suffering in silence, with the bank continuously ignoring or delaying responses to serious complaints.
The post highlighted that users were forced to visit branches just to verify mobile payments, while some businesses relying on real-time confirmations were left exposed.
Several users also reported that whenever they called the customer care line, the calls would either go unanswered, be blocked, or cut off automatically something unacceptable for a major financial institution claiming to offer 24/7 support.
While the bank issued a statement on July 18, 2025, admitting they were facing difficulties processing mobile money transactions and claiming that their team was working on a solution, many saw this as a late and shallow response.
Customers had been complaining for days before the bank finally spoke up, leading many to question how seriously I&M Bank takes digital service delivery.
Meanwhile, the bank continued to push flashy marketing about fast and secure digital payments claims that now appear detached from the lived experience of many users.Several complaints pointed to frequent downtimes when transferring money to M-Pesa or Airtel Money and poor app performance.
Even after numerous upgrades, the app remained sluggish and unreliable. What infuriated customers further was the high cost of withdrawing money at branches, with some being charged up to KES 300 to withdraw just KES 1,000.
This led many to believe the bank was using these system failures to force clients into using expensive in-branch services instead of digital ones. Despite the bank’s efforts to downplay the issue, the backlash has continued to grow.
Customers feel cheated by a bank that heavily advertises innovation but struggles to deliver basic services. Businesses were especially affected, with delays in confirming payments causing losses and damaging client relationships.
Many users are now considering switching to other banks with better mobile infrastructure and more responsive support teams.
I&M Bank’s current mess reveals a worrying gap between what they promise and what they deliver. If the bank wants to restore its reputation, it must urgently fix its mobile banking systems, improve customer care accessibility, and stop misleading customers with flashy ads while services fall apart in the background.
The trust deficit is growing, and unless the bank makes real changes, more customers will walk away.
