KCB Bank is dealing with a wave of customer complaints after several people reported problems with its KCB M-PESA service. Users say they cannot withdraw money they had saved on the platform, and some claim their funds have simply disappeared without any clear reason.
One customer named Otieno Akinyi shared her experience online. She said KSh30,000 was missing from her KCB M-PESA account while the service was already facing technical issues. In her post, she called on Kenyans to pay attention, writing that the platform was reporting problems and that people’s money was vanishing.
She asked how it was possible to save hard-earned money only to find it gone when needed most.Akinyi demanded answers from KCB M-PESA. She wanted to know when her money would be restored and how long customers were expected to wait.
Her complaint added to earlier frustrations with the service, which has experienced outages before and left people unable to access their funds smoothly.
The bank had announced that its mobile banking service would be temporarily unavailable over the weekend because of scheduled maintenance.
Officials said technical teams were working to bring everything back to normal. Still, the reports of missing money have left many users uneasy and questioning how safe their savings really are on the platform.
It is not yet clear whether the missing funds were permanently lost, simply locked during the outage, or affected by incomplete transactions.
Other customers have been urged to check their own balances and speak up if they notice similar issues.These latest problems come at a time when trust in digital financial services remains important for many Kenyans who rely on them to save, send, and access money daily.
Previous questions about KCB’s handling of certain customer matters have also kept the bank in the public eye.
For now, affected users are waiting for clearer communication from the bank. They want confirmation that their account balances are correct and that any funds affected by the disruption will be restored without long delays.
How KCB responds in the coming days will likely shape how customers view the reliability of its mobile services going forward.
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