Questions are now being raised over the security of an I&M Bank account after KSh180,700 was transferred to an Airtel number without the account holder’s knowledge or consent.
The customer says they only discovered that their money had left the account after the transaction had already been completed.
They are now demanding a clear explanation from I&M Bank on how the transfer was initiated, approved and processed.
The money was reportedly sent to Airtel number 254100057823. The account holder insists they did not make the transfer and did not give anyone permission to move the funds.
The customer says they use biometric authentication to access their banking accounts, making the circumstances surrounding the transaction a major concern.
“I AM HURT, ANGRY AND DEMANDING ANSWERS!” the customer said in a complaint shared with this editor.
“How does KSh180,700 disappear from my I&M Bank account and get transferred to Airtel number 254100057823 WITHOUT MY CONSENT?” the customer asked.
They further insisted that they did not authorise or consent to the transaction, adding that the money represented their hard-earned savings.
The customer is now putting pressure on I&M Bank to explain what happened from the moment the transaction was initiated to the point the money reached the Airtel number.
Among the questions they want answered is what form of authentication was used to approve the transaction.
They also want to know which device was used, what banking channel processed the transfer and whether the bank’s security systems detected anything unusual.
Another key question is who controlled the Airtel number that received the money.
The customer says the matter has already been reported to I&M Bank and the police. However, they are calling for a deeper investigation to establish how the funds were moved and whether the transaction involved unauthorised access to their account.
The incident has also raised wider concerns about electronic banking security. Customers increasingly rely on mobile and digital banking services to move large amounts of money, making the protection of electronic accounts an important issue.
For this customer, the issue goes beyond the KSh180,700 that is missing. They want to understand how a transaction they say they never approved could be completed in the first place.
I&M Bank advises customers who suspect fraudulent transactions to report them immediately and preserve evidence that may help with investigations.
Such evidence can include screenshots, suspicious messages and other records connected to the transaction. The bank also provides channels for customers to report suspected cybersecurity incidents.
Kenya’s National Payment System Regulations provide protections concerning payment transactions carried out without a customer’s knowledge. The regulations set out circumstances under which a payment service provider can be liable for an unauthorised transaction, while also recognising situations where liability may be excluded if certain forms of customer fault or legitimate authorisation are established.
The Computer Misuse and Cybercrimes Act also provides offences relating to unauthorised access to computer systems, interference with electronic data and fraudulent use of computer systems.
The customer is therefore seeking answers backed by transaction records and other evidence.
They want I&M Bank and investigators to establish exactly how the KSh180,700 transfer was initiated, what authentication was recorded, which device or channel was involved and whether the transaction triggered any security alerts.
They also want the receiving Airtel number investigated and the movement of the money traced after it left their account.
The questions are straightforward: Who initiated the transfer? What authentication was used?
Was the transaction flagged? Who controlled the receiving number? And where did the money go?
The customer says they will continue demanding answers and pursuing recovery of the KSh180,700 until the circumstances surrounding the transaction are fully established.
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