A man narrates below how his mum was robbed by Family Bank.
Start
We as family are totally confused on how family bank works. Reason behind this is coz what struck my aging mum.
On 18th October, 2020, my mum who has account in Kayole branch, was called by a bank representative who told her that the said account is co-owned. She was asked her last transaction, ID number and phone. On that moment she received an OTP which she was asked to read to the said bank representative. She was told to put her phone which she obliged. After sometimes she realized her Sh198,000 was all transferred. She reported the case to Kayole station the same day. She also reported the same to the bank Manager on Monday. She also wrote a statement to the so called bank security who promised to investigate the same within 14 days.
When 14 days were over, she decided to go and check on the progress. She visited Kayole branch manager offices Mr. Daniel Njoroge who told her the case is complete and she was to get her money by the following day. The branch manager also told her they have established who was involved in the crime and he/she was to pay for it dearly. He also shared his business card with my mum so that if the money wasn’t credited in her account as promised, she should inform him for further follow ups.
We have visited the branch severally on to get the same assurance. Today’s, 12/11/2020, at around noon, we visited the branch for follow-up. To our surprise the manager who had assured us of money back told us that the bank can’t honored and it’s not its liability.
My questions are:
1) who access my account?
2) why send Pesapap pin through a phone?
3) what changed between the branch manager assurance of money back and honoring the same?
4) Who is that manager had promised to shoulder the burden?
5) why did the branch manager assured us something he knew wasn’t to happen?
We will revisit.
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