Concerns about access to personal and business money have once again put I&M bank under public discussion after a Kenyan businessman shared his experience of having his account locked at a critical time.
The issue raised fresh questions about how banks treat long-time customers when problems arise and how clear they are when taking such serious actions.
For someone running a business, losing access to funds without clear timelines can disrupt operations, damage trust, and create unnecessary stress.
The businessman explained that he had banked with I&M bank for years and had moved large sums through his account without trouble.
After withdrawing cash from his own business proceeds, he was surprised to find that his account had been frozen. This happened during a busy season when he needed money to run daily operations. According to his account, the bank demanded documents to explain where the money came from.
He provided the required information and even allowed the bank to confirm the source directly. Despite this, the problem did not end, and he felt he was being pushed from one office to another without clear answers.
Things became more disturbing when he received a call from someone he did not know, asking for a meeting.
During that meeting, he claims he was told that access to his account could be restored if he agreed to give up a large portion of the money in it.
After repeated follow-ups and pressure, he eventually regained access, but the experience left him frustrated and disappointed.
He later shared his story online to warn others to be careful about where they keep their money and to remain alert when dealing with banks. His story did not stand alone.
On X, several users shared similar complaints linked to I&M bank.
One user said their business account at the Yaya Center branch had been frozen for close to a year and that the matter was still in court.
Another person claimed the bank refused to open an account after receiving money from abroad, citing document issues even though other banks accepted the same paperwork.
There were also reports of customers being locked out of their accounts for months without clear explanations or updates, despite no proof of wrongdoing being shared with them.
Some users went further to allege that staff demanded extra payments to resolve account issues. Such claims, whether proven or not, raise serious concerns about internal controls and customer protection. At the same time, not all feedback blamed the bank directly.
A few people pointed out that account freezes can result from external orders, such as tax issues or instructions from authorities, which banks are legally required to follow.
I&M bank responded to some of the online complaints by stating that it does not support any form of illegal demands for money and that it works with affected customers to resolve issues.
The bank maintained that it takes such matters seriously. Even so, these experiences show how damaging poor communication can be. When customers are left in the dark, trust quickly breaks down.
In Kenya, where many depend on banks for school fees, salaries, and business survival, delayed access to money can cause real harm.
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