A recent post by Nelson Amenya has once again placed Absa Bank Kenya under scrutiny for its poor customer service. Amenya, shared his frustration after a failed transaction reversal involving money sent to the wrong account.
He said that both he and his friend had been following up with Absa since Sunday, but the bank’s customer care agents kept insisting they had reached the recipient something that turned out to be false when they checked personally.
He went on to threaten action if the issue was not resolved promptly, questioning whether Absa was truly a “civilised bank.”
His post quickly spread, drawing thousands of views and reactions from other users who shared similar negative experiences.
The problem raised by Amenya is not uncommon among Absa’s customers. Many users online have voiced concerns about delays, misinformation, and lack of accountability from the bank’s support team. Amenya’s continued updates on X showed his growing frustration as he waited for the bank to act.
Others joined in, revealing they too had faced unresolved complaints or careless service. One user said their Absa account was almost emptied because staff at a local branch issued a new card without properly concealing private information like the CVV number.
The incident left them too scared to use Absa again. Another person claimed a senior manager at the bank was once caught selling customer data, leading to serious security risks and phishing cases targeting clients.A deeper look at the online reactions shows that these complaints go far beyond a single case. Threads on X are filled with people venting about how the bank mishandles issues, from simple reversals to account openings.
A customer from Kisumu said they nearly got into a physical confrontation at a branch because of delays in opening an account, eventually choosing another bank nearby. Another person described losing money after a failed withdrawal at a KCB ATM, only for Absa to mishandle the reversal process, leaving them stranded through the weekend without access to their funds.
Such stories illustrate a recurring pattern of poor communication, unhelpful staff, and long waiting times that make customers feel ignored.Even those who rely on Absa’s digital platforms, like the Timiza app, have expressed disappointment. Some have complained about login issues, frozen accounts, and failed reversals that take weeks to resolve.
A user even named a specific customer care agent, Antony, accusing him of rudeness, while others agreed that the bank’s service often feels outdated and inefficient.
One person said they had been trying for over a year to fix their Timiza account but got no real help. More worrying are accounts of fraud cases where victims claim to have lost hundreds of thousands of shillings, only to be told by Absa that there was nothing the bank could do.
While Absa occasionally responds to public complaints by asking customers to share details through direct messages, many believe this approach changes little. People say that after sending their information, they are either ignored or passed from one department to another without progress. This creates an impression that the bank’s systems are poorly managed, and its customer care team lacks the tools or authority to resolve issues efficiently.
Such experiences are particularly frustrating when people are dealing with emergencies or need urgent access to their money.
Amenya’s case and the flood of similar complaints highlight deeper issues within Absa Kenya’s operations. Despite its public image of innovation and customer empowerment, the reality experienced by many clients paints a much bleaker picture.
The ongoing dissatisfaction shows that the bank must urgently improve its service delivery, train its staff better, and make its processes more transparent and responsive. If it fails to do so, customers will continue leaving for other banks that treat them with the respect and reliability they deserve.
In the banking industry, trust is everything. Once customers lose confidence in a bank’s ability to protect their money or respond to their concerns, they rarely come back.
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