A Kenyan woman working in the Middle East has accused NCBA Bank of failing to recover and refund KES 366,000 that she mistakenly sent to the wrong account, with the bank allegedly giving her conflicting explanations and failing to provide a clear timeline for resolving the matter.
Salome Wanjiku Nduta says she has spent more than two weeks trying to recover her money after reporting the transaction to NCBA.
Despite making repeated calls and sending emails to the bank’s customer service team, she claims that her efforts have not resulted in a satisfactory response or the return of her funds.
According to Salome, she initially contacted NCBA after discovering that the money had been deposited into the wrong account. She says bank officials asked her to wait three days, assuring her that the funds would be returned within that period.
However, the three days passed without the money being refunded.
When she followed up, Salome says she was instructed to wait an additional seven days. She continued contacting the bank, hoping to receive an update on the recovery process.
Instead, she claims that NCBA later informed her that the customer who had received the money was not responding to the bank’s calls.
The situation became more concerning when Salome was allegedly told that part of the money had already been withdrawn from the recipient’s account.
She says the changing explanations have left her uncertain about the safety of her money and the steps the bank is taking to recover it.
Thirteen days after she first reported the issue, Salome claims that communication from NCBA has become increasingly difficult. She says the bank has stopped responding to some of her calls and emails, leaving her to pursue the matter from abroad while dealing with uncertainty over when she will receive her money.
In an email addressed to NCBA customer service, Salome outlined her concerns and requested immediate action.
She asked the bank to investigate the transaction, initiate the recovery of the funds, provide her with a case reference number and explain the reasons behind the delay.
She also requested a clear timeline indicating when she could expect repayment.Salome says she has retained records of the account details she provided to the bank, alongside notes from a meeting where bank staff allegedly confirmed that the money remained in an account belonging to one of NCBA’s customers.
These records, she believes, could help establish what happened to the funds and support her request for a resolution.
The alleged handling of the complaint raises questions about how NCBA responds when customers report mistaken transfers involving substantial amounts of money.
While the recovery of funds sent to an incorrect account may require communication with the recipient and other procedures, customers still need clear information about the progress of their complaints and the available steps for resolution.
For Salome, working outside Kenya has added another challenge to an already stressful situation. Following up on a financial dispute from another country can make it more difficult to visit a branch, speak to officials in person or obtain immediate clarification.
NCBA has not issued a public response to the specific claims presented in Salome’s account.
Salome is now turning to public attention in the hope that her complaint will receive a response. She says she wants NCBA to explain what happened to her KES 366,000, account for the delays and provide a clear path towards recovering her money.
For a customer who entrusted her savings to a banking institution, the lack of a clear resolution has become the central concern.
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