Equity Bank and Norern Auctioneers are now facing are now on the public eye after a disturbing message was sent to a customer demanding repayment of a loan.
The message, which has been shared with us by the affected person, read, “We know you are ignoring our CALLS, PAY your EQUITY loan NOW, Failure to which we will Authorize our officers to visit your Home/Work Place for Auction. We are done ACCOMMODATING your ignorance and fake promises. Urgently have the matter settled amicably. Regards, Laureen Phone: +254795707620 Email: laureen.monthe@norern.co.ke, Norern Auctioneers.”
This type of language is not only offensive but also threatening and has raised serious concerns about the way both the bank and the debt collection firm are handling customer issues.
The tone of the message is clearly hostile and meant to scare the recipient into action. Referring to a client’s situation as “ignorance” and accusing them of “fake promises” is completely unprofessional and unacceptable.
Threats to send officers to someone’s home or workplace without a court order could be considered harassment and may even be against Kenyan laws that regulate debt collection.
Such messages create fear and emotional stress for customers, many of whom may already be in difficult financial positions.
What makes this even more alarming is that the message directly links Norern Auctioneers to Equity Bank. If Equity Bank has allowed or encouraged such methods to recover loans, then it must also take responsibility for any unlawful or unethical behaviour by the auctioneers.
Debt recovery can be done in a respectful and legal manner. There is no excuse for allowing intimidation and insults. Furthermore, the fact that the auctioneers have access to customers’ personal phone numbers and possibly other private details raises red flags about data sharing.
If Equity Bank is giving out this information without proper consent, it could be breaking the Data Protection Act.
Customers have a right to be treated fairly and with dignity, even when they owe money. Kenyan law protects consumers from abusive debt collection practices.
Threats and harassment are not allowed, and companies that go down this path must be held accountable. Equity Bank and Norern Auctioneers must explain how such a message was allowed to be sent and what steps they are taking to prevent similar cases.
Regulators like the Central Bank of Kenya and the Office of the Data Protection Commissioner must step in and investigate this matter.
This case is a strong reminder that banks and their agents must follow the law and respect the people they serve. Debt collection is not a licence to harass or intimidate. If left unchecked, this kind of behaviour will only grow worse, and more Kenyans will be put at risk of abuse from those who should be helping them resolve their financial problems.
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