NCBA Bank is facing growing frustration from customers over problems with its mobile app and long delays when trying to reach customer service. What should be a simple process of accessing money and making payments has, for some customers, turned into a stressful experience.
One recent complaint highlighted the difficulties customers can face when the bank’s digital services fail at the wrong time. A customer was in a supermarket queue ready to pay when the mobile app failed to work. With other shoppers waiting behind, the customer was forced to seek help from the bank.
The situation became more frustrating after the customer spent about an hour on the phone waiting to speak to someone. Even after the long wait, the payment problem was not resolved, leaving the customer unable to complete the transaction.
For customers, such incidents are more than minor inconveniences. Many people depend on mobile banking every day to pay for goods, send money, settle bills and manage their businesses. When an app fails during an important transaction, customers have few options, especially when getting help from the bank takes a long time.
NCBA responded to the complaint by apologising and asking the customer to share account details privately so that the matter could be investigated. While the response showed that the bank was willing to engage with the affected customer, concerns remain over whether such complaints are isolated or part of a wider service problem.
Customers have continued to raise concerns about difficulties using the app and long waiting times when contacting the bank. For people who need urgent assistance, spending close to an hour waiting for a response can be frustrating.
The banking sector in Kenya has also become increasingly competitive, with customers having several options for managing their finances. Digital services have become an important part of that competition because people expect banking to be fast and convenient.
Repeated technical problems can therefore affect customer confidence.
A person who cannot access their money when needed may begin considering other banking options, particularly when support is also difficult to reach.
