On Monday, a video that captured a dramatic moment at one of the branches of Family bank in Nairobi went viral on social media, leaving Kenyans with mixed reactions.
At the beginning of the video, a woman could be heard screaming in the background. Seconds later, the video captured her being apprehended by a security guard but that did not stop her from demanding for her money.
“I want my money, I want my money,” she shouted as onlookers watched.
Woman screaming inside Family Bank Retail Branch. Nairobi demanding that the bank gives her her money. The doors are closed at the moment to contain her pic.twitter.com/dArFAmkvuR
— Cyprian, Is Nyakundi (@C_NyaKundiH) April 22, 2024
It is not clear what had transpired but Family Bank, through its Managing Director and CEO Nancy Njau, has addressed the matter.
“We are aware of a video recording circulating on social media regarding a customer in one of our branches. We have had engagements with the customer and the matter is under resolution.
“We appreciate the grievance this process of resolution may have caused the customer. Family bank follows all the laid down procedures as regulated,” the statement read in part.
The bank added that, ” We remain committed to excellence and customer service is our number one priority. Rest assured we are handling this matter with discretion and urgency as it deserves.”
Clarification on Customer Video Circulating On Social Media pic.twitter.com/3jFhHl50gu
— Family Bank Limited (@FamilyBankKenya) April 23, 2024